FTTC Questions

[#1]

Hi Mike,
you might want to remove your mobile number from your post (PM it or put it on a ticket or add it to your account details if necessary) but remember any wierdo on the internet could view your post!

[#2]

Good point.
Number removed
Mike

[#3]

Spoke to order update team and rebooked for 28th AM. As I'm away next week this will be fine. I assume fibre billing will start from this date not yesterday?
Regards
Mike

[#4]

Because of the nature of the change process for accounts, the billing has already started.
Don't worry, we will credit the rest back once installed and can confirm the exact rebate due, as clearly you should not be out of pocket as a result of that.

[#5]

Thanks Phil
Just waiting for a phone call from Order update team in a few days to confirm Engineer visit.
Mike

[#6]

Another day another BT no-show!
see ticket  56512382
An appointment was provisionally booked by your order update people on 14th June. No call to confirm the appointment received by 21st June so I had to ask if it was confirmed. Customer service confirmed the apointment on Friday 22nd as stated as 28th June between 8:00AM and 1:00 PM. It's now 1:15PM on the 28th and again no engineer from BT. I'm beginning to wonder if this service will ever be installed. Phil please ring me urgently on my mobile to discuss.
Mike

[#7]

Would someone from plusnet confirm that this is being actioned. No reply to either this post or ticket 56512382. I understand you may have to contact BT but it wouldn't do any harm to let the customer know you are working on it.
Mike

[#8]

Hi there,
I can see your ticket has been picked up this morning but the delay is frankly unacceptable given what's happened. It's with our provisioning team now, I'll give them a shout and see if we can get that expedited for you to bring the order date forwards. I'll be back to you early this afternoon.

[#9]

Hi Matt
Thanks for getting back to me on this. I realise that you have no control over BT but I would like to know why they again missed an appointment and in fact rescheduled the appointment without bothering to let anybody know. I also note that the appointment has been re-scheduled without checking if I'm actually available that day. Perhaps there's so little chance of them actually making an appointment on the day it's booked that it doesn't really matter if I'm available or not.
Please do all you can to get this brought forward. It would be nice to actually receive a service I'm already paying for! The most important point of course it that they turn up on the day they have agreed.
One more point, as mentioned on the ticket, is that this is a second line into my house and does not have a phone attached, only the computer and a fax machine (without handset), in order to contact me they must use my mobile number.
Mike

[#10]

Just got back home and noticed my Thomson router is now showing a download speed of 2,616kbps compared to the 8,500ish I usually get. More worrying my attenuation has jumped from 37.5 which it has been for years, to 46.5, what is going on now. Are BT making adjustments to the line or has my house teleported about 1.5km further from the exchange?
Mike

[#11]

Hi there,
Looks like there's been a lot of dropping connections:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13409794385696.png" />
Unsure if there's works going on I'm afraid, it's possible though. I can see our provisioning team have raised the expedite for you now and will let you know as soon as we hear back, I hope things settle down with the connection and that we do manage to get you an appointment as soon as possible.

[#12]

What a frustrating day!
I keep a spare phone around the house for emergencies. Tried it in my other line into the house and the phone works fine. Plugged it into the test socket of the master plug feeding my broadband and no dial tone. Coupled with the jump in line attenuation looks like there is a BT problem.
Phoned BT and no problem showed on the line test so I booked an engineer to visit to sort out.
The earliest day available is of course the day plusnet have managed to book for the FTTC installation. I've ammended the ticket 56512382, and contacted plusnet by phone, so the FTTC engineer can be cancelled but I can't of course re-book until I know the line is working OK - Wednesday at least. So another few weeks added to the FTTC installation I ordered on 31st May.
This is no reflection on Plusnet, they have, as always, tried to help as best they can. Sometimes I guess the Gods are just against you.
Mike

[#13]

Thanks for your time on the phone this morning, nice to speak to you.
Sorry to hear about the bad luck and the issues that you've encountered here. Just to confirm, I've cancelled the pending FTTC order as you requested as I understand you'd like to wait for the line fault to be resolved first.
Do keep us posted as to the progress of that and when you'd like us to re-order FTTC for you.
Adam

[#14]

OK the fault is now sorted (cable fault about 400m away from the house) I've ammended ticket 56512382 to ask for the FTTC installation to be reordered and given dates when I'm away from home. Hopefully no more drama.
Thanks to all at Plusnet who've had a hand in this.
Mike

[#15]

Hi Mike,
Glad to hear you got that sorted out in the end. I've checked and can see that your ticket for a new fibre order is in the appropriate pool so our provisioning team should be picking that up ASAP.
Adam