topic Re: Major fibre broadband installation fail - plusnet in Plusnet Feedback

Major fibre broadband installation fail - plusnet

bluegunk — Thu, 09 Jul 2015 10:39:35 GMT

Maybe there's a member of PLUSNET staff on here? The engineer came today to install fibre Broadband. Only BT OpenReach has monumetally cocked up the entire process because someone in Openreach told everyone our house was connected through cabinet, when in fact our line goes through the ground direct to the exchange. So the engineer was stumped. He yelled at the idiot who made the mistake, and has gone off to rebook the job.
And then I get a cheery e-mail to tell me my upgrade is complete.
I need to open a support ticket with Plusnet but I CANNOT FIND an option to do so on the website - only that God-Awful Jess object. The support page doesn't work on my IE11 anyway. And I haven't time to sit on the phone for a day.
I need PLUSNET TO BE AWARE I DO NOT HAVE A SUCCESSFUL UPGRADE.
Please help.

Re: Major fibre broadband installation fail - plusnet

alext05 — Thu, 09 Jul 2015 10:50:33 GMT

They should be able to pick it here soon. But while you are waiting, I recommend this:
https://www.youtube.com/watch?v=__VQX2Xn7tI

Re: Major fibre broadband installation fail - plusnet

Gel — Thu, 09 Jul 2015 10:51:07 GMT

Here's link you need if no one from +Net picks up:
https://www.plus.net/wizard/?p=wizard&page=23078&wizard_id=38

Re: Major fibre broadband installation fail - plusnet

Estragon — Thu, 09 Jul 2015 10:53:46 GMT

The worse news is that if you really are on an EO line you can't have FTTC.
If all the houses in your vicinity were EO then there is a chance a cabinet would be installed just outside the exchange to service them.
What does the BT Wholesale checker say for your number?

Re: Major fibre broadband installation fail - plusnet

hapless — Thu, 09 Jul 2015 11:28:14 GMT

Quote from: alext05
They should be able to pick it here soon. But while you are waiting, I recommend this:
https://www.youtube.com/watch?v=__VQX2Xn7tI

I'd have thought this was more appropriate....
https://youtu.be/byEGjLU2egA
Good luck OP, welcome to the wonder of Plusnet
adie:red amended change of Plusnet name]

Re: Major fibre broadband installation fail - plusnet

bluegunk — Thu, 09 Jul 2015 11:32:16 GMT

Quote from: alext05
They should be able to pick it here soon. But while you are waiting, I recommend this:
https://www.youtube.com/watch?v=__VQX2Xn7tI

Hah! Too right!

Re: Major fibre broadband installation fail - plusnet

Chris — Thu, 09 Jul 2015 11:36:01 GMT

I've just had a read over the engineer notes and they've confirmed that the line is an Exchange Only, I need to get this over to our provisioning team to chase up what's going on. They'll be in touch in the next 48 hours and you'll be able to see the ticket I create on your account at contactus.plus.net

Re: Major fibre broadband installation fail - plusnet

bluegunk — Thu, 09 Jul 2015 11:37:56 GMT

Quote from: Estragon
The worse news is that if you really are on an EO line you can't have FTTC.
If all the houses in your vicinity were EO then there is a chance a cabinet would be installed just outside the exchange to service them.
What does the BT Wholesale checker say for your number?

The checker has the line as fibre ready. Sadly, as I have now discovered, this is due to some nincompoop in Openreach who 'thought the line had been mislabled' and therefore flagged it as fibre capable. As the engineer discovered, all lines from the pole go direct (and underground) to the exchange and the nincompoop didn't understand the engineer can't just move a connection on the pole. Fortunately I can see the exchange from my front door and the engineer thinks it is resolvable. Sadly, I'll be paying for a product I don't have and I need PlusNet to be aware of this situation and on top of getting the service sorted.

Re: Major fibre broadband installation fail - plusnet

Chris — Thu, 09 Jul 2015 11:39:26 GMT

Quote
Sadly, I'll be paying for a product I don't have and I need PlusNet to be aware of this situation and on top of getting the service sorted.

Yep, understand this. I want to see what our provisioning team find out and we can go from there.

Re: Major fibre broadband installation fail - plusnet

Estragon — Thu, 09 Jul 2015 11:45:18 GMT

Ah, I read it that yours was an exception and neighbouring houses were not EO. This often happens when the first house is built on a new estate and becomes the Show House, before a cabinet is routed or installed to supply the estate.
The engineer won't be able to rebook the job, but there is a chance that at some time in the future a cabinet may be installed near the exchange. How far away is it?
Edit: It isn't a major fail by Plusnet, (ref your thread header), despite the bad things they are currently doing.

Re: Major fibre broadband installation fail - plusnet

bluegunk — Thu, 09 Jul 2015 11:58:56 GMT

Quote from: Chris
Quote
Sadly, I'll be paying for a product I don't have and I need PlusNet to be aware of this situation and on top of getting the service sorted.

Yep, understand this. I want to see what our provisioning team find out and we can go from there.

Grand - you're along thanks! I can be e-mailed or mobile phoned. My PlusNet user name is ruffnet.
Thank you!

Re: Major fibre broadband installation fail - plusnet

Chris — Thu, 09 Jul 2015 11:59:55 GMT

Already got your username, I've sent the request over to our provisioning team, specifically the ones that deal directly with our suppliers. They'll review what's happened and be in touch within 48 hours.

Re: Major fibre broadband installation fail - plusnet

bluegunk — Thu, 09 Jul 2015 12:00:55 GMT

Quote from: Estragon
Ah, I read it that yours was an exception and neighbouring houses were not EO. This often happens when the first house is built on a new estate and becomes the Show House, before a cabinet is routed or installed to supply the estate.
The engineer won't be able to rebook the job, but there is a chance that at some time in the future a cabinet may be installed near the exchange. How far away is it?
Edit: It isn't a major fail by Plusnet, (ref your thread header), despite the bad things they are currently doing.

Sorry PlusNet - no not PlusNet's fault (I only put the header there in case other provider names were on here). It's Openreach. However, the engineer thinks he can sort it for us and WILL re-book the job. The exchange is almost close enough to throw a router at. So it's not a big job.

Re: Major fibre broadband installation fail - plusnet

bluegunk — Thu, 09 Jul 2015 12:01:26 GMT

Quote from: Chris
Already got your username, I've sent the request over to our provisioning team, specifically the ones that deal directly with our suppliers. They'll review what's happened and be in touch within 48 hours.

Thanks a million!

Re: Major fibre broadband installation fail - plusnet

Estragon — Thu, 09 Jul 2015 12:57:05 GMT

He can only rebook it if there now is a new phone cabinet and FTTC cabinet near the exchange that you are connected to, and he was simply sent to the wrong one. Does the BTW checker give a cabinet number, and where is that cabinet? It might be an idea to try all three options of the checker and see if they agree.
They cannot connect FTTC directly from inside the exchange.

Re: Major fibre broadband installation fail - plusnet

bluegunk — Thu, 09 Jul 2015 13:08:15 GMT

Yes, a newly installed cabinet is close by and I have the number of it. My line checks out at all three checks and on OpenReach too. There's only the one for our road. I don't know exactly where it is, I suspect it is just outside the exchange in the exchange yard which backs onto our road, but I can't saunter in there. As I say I can just about hit the exchange with a well aimed router! I wouldn't worry at the moment - this whole blunder is caused by an OpenReach manager. The engineer was (ahem) not too happy with him. But the engineer (who knows where all the stuff is) says it should not be difficult to pull a fresh line through and hook it up to the cabinet. We'll see.
dick:quote

Re: Major fibre broadband installation fail - plusnet

Estragon — Thu, 09 Jul 2015 13:29:59 GMT

Great :). Good luck - it should happen!

Re: Major fibre broadband installation fail - plusnet

MisterW — Thu, 09 Jul 2015 13:45:34 GMT

I don't want to be pessimissic but

Quote
Good luck - it ~~should/might/'will in the fullness of time'/~~'will when hell freezes over' happen!

This is Openreach we're talking about
Seriously though, on the optimistic front, it does sound like you got a good engineer, and may actually have a cabinet, it's just whether he can get the OR management & systems to do something about it.

Re: Major fibre broadband installation fail - plusnet

bluegunk — Thu, 09 Jul 2015 14:39:03 GMT

I don't hold my breath, but the cabinet and exchange are close, and he seemed to think it could be done. We'll see.
dick:quote

Re: Major fibre broadband installation fail - plusnet

MisterW — Thu, 09 Jul 2015 14:50:18 GMT

Quote
but the cabinet and exchange are close

Distance isn't really a factor. What's important is whether the EO lines have already been/or OR are willing to reroute the lines through a PCP cabinet outside the exchange. Our office was on an EO line when FTTC became available, we've noticed recently that it's now available for us so OR must have rerouted at least some of the lines. It really depends on what take up of FTTC they would expect for the EO lines. In our case I guess there are quite a few business lines involved and so they obviously thought it financially lucrative to do the work.