topic Re: BT modem be posted ? in Plusnet Feedback

BT modem be posted ?

ITWorks — Thu, 12 Mar 2015 12:08:37 GMT

Customer moving from TalkTalk Fibre to PN Fibre , as no engineer is required at the property (ticket 100597250), can the BT modem be posted to the customer please .
I would like the customer to have the full PN set up ( currently one box solution ), in case there are any faults or diagnostics in the future .
On sign up chat i was told , just need to ring in, and a BT modem would be posted. Having just rung up after a 20 min wait, to be told no we do not post them out?
Others on here have had them posted out.
Can someone please look in to this
Regards
Mike

Re: BT modem be posted ?

joclark — Thu, 12 Mar 2015 12:41:50 GMT

Unfortunately we are currently out of stock with the modems, so we will need to arrange for an engineer go to the property to install this kit. However, if the talktalk router is unlocked they can continue to use this router.
Sorry for the inconvenience.
Jo

Re: BT modem be posted ?

dnpark38 — Thu, 12 Mar 2015 12:44:13 GMT

One box solution, what is that please?

Re: BT modem be posted ?

PeeGee — Thu, 12 Mar 2015 13:56:52 GMT

I'll assume you are serious as everyone needs to build their knowledge, very few things are "in-built"
Connections need a modem and a second device to work - the second device usually being a router (though a general purpose PC can perform the required functions).
The choice, therefore, is two separate units (modem plus router = two boxes) or a single unit (modem/router combined = one box)
Phil

Re: BT modem be posted ?

jelv — Thu, 12 Mar 2015 14:09:05 GMT

Quote from: joclark
Unfortunately we are currently out of stock with the modems, so we will need to arrange for an engineer go to the property to install this kit. However, if the talktalk router is unlocked they can continue to use this router.

What are the chances of the engineer actually turning up with the modem when he realises there is an existing FTTC service?

Re: BT modem be posted ?

joclark — Thu, 12 Mar 2015 14:13:41 GMT

High probability Jelv. We use different routers that TalkTalk, Sky, BT Etc so when we ask an engineer to arrange the fibre broadband they should go to the property install the modem and everyone is happy.

Re: BT modem be posted ?

ITWorks — Thu, 12 Mar 2015 14:20:05 GMT

@joclark can you please amend the order ? so the engineer attends the customers property with the BT modem, as per the open ticket (100597250), the engineer is only going to the exchange.
Kind Regards
Mike

Re: BT modem be posted ?

jelv — Thu, 12 Mar 2015 16:18:39 GMT

Quote from: joclark
High probability Jelv. We use different routers that TalkTalk, Sky, BT Etc so when we ask an engineer to arrange the fibre broadband they should go to the property install the modem and everyone is happy.

So why have we seen so may posts on here from people migrating in from BT Infinity who wait in all day for an engineer that never appears.
You seem to be talking theory and not what happens in practice.

Re: BT modem be posted ?

dnpark38 — Thu, 12 Mar 2015 17:28:32 GMT

Quote from: jelv
.
So why have we seen so may posts on here from people migrating in from BT Infinity who wait in all day for an engineer that never appears.
You seem to be talking theory and not what happens in practice.

Was going to give you the Good Post symbol but this forum not got one.
Also I would add coming from Sky too.

Re: BT modem be posted ?

chandu — Thu, 12 Mar 2015 19:36:02 GMT

Quote from: jelv

So why have we seen so may posts on here from people migrating in from BT Infinity who wait in all day for an engineer that never appears.

I second that Jelv, BT needs to be told off -- somehow!!!

Re: BT modem be posted ?

AndyH — Thu, 12 Mar 2015 19:58:41 GMT

I think clarification needs to be given on FTTC migrations by Plusnet.
This is what Openreach say (so I don't think they can be blamed...):

Quote
If you win a customer back from a CP who uses an integrated modem/router device, you should be aware that an Openreach modem may not be installed in the premises. You should either provide your own integrated modem/router device or raise a fault on that line as soon as it is completed to get an engineer to site to install an Openreach modem. Recognising the customer experience issues associated with this situation, you may contact the GEA-FTTC product line who will arrange a bulk supply of Openreach modems which you could post as part of your provision process.

Re: BT modem be posted ?

Townman — Thu, 12 Mar 2015 20:01:48 GMT

Quote from: joclark
Unfortunately we are currently out of stock with the modems, so we will need to arrange for an engineer go to the property to install this kit. However, if the talktalk router is unlocked they can continue to use this router.

Quote from: joclark
High probability Jelv. We use different routers that TalkTalk, Sky, BT Etc so when we ask an engineer to arrange the fibre broadband they should go to the property install the modem and everyone is happy.

Jo,
I do not want to teach you to suck eggs, but the above appears confused. With PN FIBRE installations there are two separate devices, a MODEM and a ROUTER. The MODEM is usually delivered by BTOR when the engineer visits to install the "fibre" termination and the ROUTER is despatched by PlusNet.
I believe I am correct in stating that Sky & Talk Talk do not use the BT standard MODEM and in some cases use their own combined ROUTER / MODEM.
There have been countless tales on here of people migrating from one of the other fibre service providers and ending up with no engineer visit and no MODEM delivery because BTOR records indicate that the premises are already wired for fibre. There is a serious flaw in BTOR's management of fibre migrations from a provider who use their own kit, to one using BT's kit - there is no recognition of the need to supply the VDSL termination equipment. In the past people have been far from happy over the consequences.
Historically PN's MODEM stock has been used to cover-over BTOR's failures / the inability to communicate that though fibre is already installed to the premises, a standard BT MODEM is still required.
...roll on PlusNet providing an all in one VDSL MODEM / ROUTER solution.
Cheers,
Kevin
Andy said nearly the same whilst I typed.

Re: BT modem be posted ?

AndyH — Thu, 12 Mar 2015 20:06:46 GMT

Openreach make it clear they will not attend a property or cabinet for a migration as it is all done remotely. This is all irrespective of whether the end user at the premises has had a BT modem in the past.
For FTTC migrations, Plusnet should ask end users whether they have a BT modem or not at the time of ordering. If they do not, then one needs to be provided (either by an engineer or posted) but the end user needs to be told not to expect an engineer on the migration date!
I do think Plusnet are to blame here - they know the information, but just do not communicate it.

Re: BT modem be posted ?

Townman — Thu, 12 Mar 2015 20:11:42 GMT

Agreed Andy,
...and from Jo's response, I fear that the issue is not clearly understood by everyone on the front line, which is not much of a surprise as the majority of fibre installation is likely to be first time installs.

Re: BT modem be posted ?

AndyH — Thu, 12 Mar 2015 20:15:46 GMT

The problem is by the time Plusnet update their ordering systems (so end users can input whether they have an Openreach modem already when placing a migration order), Plusnet will probably have already introduced their own router/modem

Re: BT modem be posted ?

jelv — Thu, 12 Mar 2015 20:39:33 GMT

Quote from: jelv
Quote from: joclark
Unfortunately we are currently out of stock with the modems, so we will need to arrange for an engineer go to the property to install this kit. However, if the talktalk router is unlocked they can continue to use this router.

What are the chances of the engineer actually turning up with the modem when he realises there is an existing FTTC service?

Quote from: joclark
High probability Jelv. We use different routers that TalkTalk, Sky, BT Etc so when we ask an engineer to arrange the fibre broadband they should go to the property install the modem and everyone is happy.

Jo, It appears your answer is WRONG:

Quote from: AndyH
This is what Openreach say (so I don't think they can be blamed...):
Quote
If you win a customer back from a CP who uses an integrated modem/router device, you should be aware that an Openreach modem may not be installed in the premises. You should either provide your own integrated modem/router device or raise a fault on that line as soon as it is completed to get an engineer to site to install an Openreach modem. Recognising the customer experience issues associated with this situation, you may contact the GEA-FTTC product line who will arrange a bulk supply of Openreach modems which you could post as part of your provision process.

@I.T.Works
If you are not to face embarrassment with your client I recommend you ask for the installation to be suspended until such time as you know that a modem is on it's way. An alternative would be to source a modem yourself and notify Plusnet that in the event that the engineer fails to turn up with the modem and they fail to send one you will install your own and charge Plusnet say £5 a day to rent the modem from you.

Re: BT modem be posted ?

gswindale — Thu, 12 Mar 2015 21:09:45 GMT

This leads me onto another question:
If I move house; should I take the fibre modem with me or leave it behind? Assuming the new location has FTTC installed I would expect to be able to move my account from the one line to the new; but not sure if the done thing is to leave or take the modern?

Re: BT modem be posted ?

ITWorks — Thu, 12 Mar 2015 21:19:07 GMT

@jelv
I can hopefully sort something out for the customer in the meantime if needed . The install date is not till the 24/03/15. Hopefully PN will get it sorted by then .
According to the customer open ticket , the engineer is not going to turn up

Quote
notify Plusnet that in the event that the engineer fails to turn up with the modem and they fail to send one you will install your own and charge Plusnet say £5 a day to rent the modem from you.

I like your thinking, i may do that :), if they can not sort it out

Quote
Recognising the customer experience issues associated with this situation, you may contact the GEA-FTTC product line who will arrange a bulk supply of Openreach modems which you could post as part of your provision process.

Quote
Unfortunately we are currently out of stock with the modems

PN why are letting your stock of BT modems run out, do you find stock control difficult ?
Kind Regards
Mike

Re: BT modem be posted ?

ITWorks — Mon, 16 Mar 2015 11:10:58 GMT

What a a joke trying to get this sorted is, as i had no reply here , thought i would ring in.
Spoke to CS who then passed me to provisioning who then passed me to tech support , who said it should be provisioning to contact the supplier to make sure the engineer go's to the property with a BT modem.
Provisioning said when ordering , if there is already fibre on the line , by default the engineer will not go to the property.
So a customer with fibre orders PN fibre, through out the sign up and automated emails , says the customers will need to be in on the install day .
Install day arrives fibre gets switched, no engineer arrives, the customers equipment is locked down to previous ISP or they don't know how to re configure their equipment ( one box, no BT modem ) = no fibre
PN why are you letting this happen?
By default you should be making sure the engineer attends the property or send out the BT modem ( oh you can not , As you have let stock run out)
or ask the customer if they need the equipment , not just assume all will be okay
48 minutes on the phone it has taken me, to get this sorted = nightmare
Kind Regards
Mike

Re: BT modem be posted ?

Chris — Mon, 16 Mar 2015 11:54:12 GMT

The process we follow is the one detailed by AndyH earlier on in this thread

Quote
or raise a fault on that line as soon as it is completed to get an engineer to site to install an Openreach modem.

However I think I might be able to sort this out for you.
@I.T.Works
If I can get hold of a modem, is the address on the account linked to the ticket ID you posted where you'd want it sending?