topic Re: Not a happy bunny in Plusnet Feedback

Not a happy bunny

homecottage — Wed, 20 Dec 2017 10:36:05 GMT

After years of waiting, FTTC has finally arrived in our village last week, so I ordered it on the first day that it became available.

I was informed of a switch-over date which was to be this coming Friday.

Great, I thought, I am off work that day, so if I have to wait for the mythical engineer, it will not be a problem.

I chatted to Plusnet today to get my connection settings, in case the router does not turn up in time, due to the Christmas postal problems.

During the conversation with them, I was informed that they had canceled the installation for the 22/12/2017 and rescheduled it for 03/01/2018 due to the lack of a fibre engineer.

I still don't know if my settings are the same.

Award winning customer service. I wonder what the award was for?

Re: Not a happy bunny

MatthewWheeler — Wed, 20 Dec 2017 11:03:40 GMT

Sorry to hear that.

Unfortunately orders can be pushed back due to engineer availability.

You should receive the router by then so there should be no need to worry about changing any settings.

Re: Not a happy bunny

homecottage — Wed, 20 Dec 2017 11:12:07 GMT

What I don't understand, is why is a switch-over date provided if it has not been confirmed within the BT organisation.

Re: Not a happy bunny

MauriceC — Wed, 20 Dec 2017 11:37:19 GMT

The frequently occuring disparity between expected installation dates given during the Signup process and the BT "confirmed" installation date obtained later during the process has been one of the subjects of SU discussions with Plusnet. The associated problem of communication and updating of customer expectations is also part of the discussion.

Hopefully some news on progress in the new year.

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Re: Not a happy bunny

homecottage — Wed, 20 Dec 2017 14:01:27 GMT

Maurice thank you for the clarification.

Looks like my Christmas Skype ambitions will be on hold this year.

Re: Not a happy bunny

Gandalf — Tue, 26 Dec 2017 13:58:57 GMT

Can you let us know how it goes on the 4th when your fibre service goes live?

Re: Not a happy bunny

homecottage — Tue, 26 Dec 2017 20:08:12 GMT

Hello Gandalf

Yes, will keep you updated.

Re: Not a happy bunny

homecottage — Thu, 04 Jan 2018 08:42:10 GMT

Good morning Gandalf

I received an email from Plusnet at 00:55 this morning, informing me that my product change is now complete.

I only looked at my email account when I got to work, and I assume that I will need to restart the router?

I believe this is the case as my Samknows Whitebox is still reporting 6.7Mbps rather than the >30Mbps that I should be getting.

Re: Not a happy bunny

RealAleMadrid — Thu, 04 Jan 2018 09:53:00 GMT

You probably haven't been upgraded yet, the e-mail informs you that your account has changed to FTTC. The physical work to connect FTTC at the cabinet should be done sometime today (up to midnight) assuming the Openreach engineers have not been reallocated to emergency repair jobs because of storm damage.

Re: Not a happy bunny

homecottage — Thu, 04 Jan 2018 10:19:21 GMT

Thank you RealAleMadrid

That would explain it.

roadworks.org is showing traffic lights near the cabinet from the 9th to 11th next week, so I'm thinking it may have been pushed back again.

Time will tell.

Re: Not a happy bunny

Gandalf — Thu, 04 Jan 2018 11:44:58 GMT

We've not been advised of any delays.

Let us know how it goes by tomorrow.

Re: Not a happy bunny

RealAleMadrid — Thu, 04 Jan 2018 12:04:39 GMT

@homecottage Have a look at the BT checker using your phone number.

https://www.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker

In the text below the speed estimates you should find a line saying something like " There is an open order on this line .... " with an expected completion date. If that is for today you should be OK.

Re: Not a happy bunny

homecottage — Thu, 04 Jan 2018 12:29:23 GMT

Here is the result.

Currently can't get a returned ping from the router, but phone still works.

Re: Not a happy bunny

RealAleMadrid — Thu, 04 Jan 2018 13:02:03 GMT

That isn't the relevant section, as I said previously there is a large text section (around 20 lines) below the speed estimates, that is where the open order information should be.

Re: Not a happy bunny

homecottage — Thu, 04 Jan 2018 14:13:20 GMT

Sorry.

Missed that.

"There is currently a Broadband cease pending or in progress against this line. This cease is due to complete by 22nd December 2017."

I think this is where I came in..

Re: Not a happy bunny

RealAleMadrid — Thu, 04 Jan 2018 14:34:19 GMT

Well that message is obviously out of date and not helpful, I guess you will have to wait and see what's happened when you can check your router stats.

Re: Not a happy bunny

Gandalf — Thu, 04 Jan 2018 15:51:50 GMT

Yeah it looks like the 22nd was the initial required by date.

Your fibre order is now complete. How do your speeds look?

Re: Not a happy bunny

homecottage — Thu, 04 Jan 2018 19:08:12 GMT

Hello Gandalf

37Mbps down

6 - 22Mbps up

I'm assuming the upload rate will settle in with a bit of time.

Thank you people.