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Fibre set up but no router arrived? Update: Engineer Missed Appointment

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Moderator
Moderator
Posts: 29,797
Thanks: 3,111
Fixes: 474
Registered: ‎14-04-2007

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

Autocorrect......the ruination of many an innocent man Sad

Customer and Forum Moderator. Windows 10 Firefox 80.0.1 (64-bit)

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Grafter
Posts: 28
Registered: ‎13-01-2014

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

Just had an update, apparently all the work is complete but my order is currently 'stuck' in Openreach's systems. Fully appreciate it's completely out of Plusnet's hands.
Massively frustrating for both parties! How can an order get 'stuck'?
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Grafter
Posts: 28
Registered: ‎13-01-2014

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

Text off PlusNet saying my order is complete, run like a maniac to router - still no DSL light, even after reboot. You tease!
Edit: hang on, also got an email saying
"Your broadband service is nearly ready. A BT engineer will be visiting your home to install Plusnet Fibre today. Please don't set up your router until the engineer has visited as you won't be able to get online until then."
Guessing this is a delayed automated thing?
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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

Hi, looks like it  - from the ticket it seems we'll be getting an update just after lunch today, so we'll check then and update you as soon as we have anything.
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Grafter
Posts: 28
Registered: ‎13-01-2014

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

Thanks Matt, my last update (7am) was that it had been returned to the BOT - FTTC Appointments pool, fingers crossed they're getting somewhere with it  Smiley
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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

Well, the order's completed and now closed off. Is the service working? Please advise if not and we'll get a fault raised for you (really sorry I'm having to ask that 😕 )
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Grafter
Posts: 28
Registered: ‎13-01-2014

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

Nope, still no DSL light Sad
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Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: ‎26-11-2012

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

I'm confused - You've had fibre installed and it's not clear which unit you're talking about with lights etc.
To clarify - You have a BT branded modem and the DSL light is out on this unit?  You tried a PC plugged into LAN1 on the modem and couldn't establish a PPPoE connection?
That being the case, the router's got nothing to do with it...
Did the BT engineer test the line when he visited?  Did he come back for the promised second visit to finish off?  If BT have not provided a working line then the order isn't 'complete' and it beggars belief that they get away with it again and all PN can do is shrug their shoulders and say it now must be treated as a fault!
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Grafter
Posts: 28
Registered: ‎13-01-2014

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

Yep DSL off on BT router, tried a mac into Ethernet and  couldn't get PPPoE
Didn't test line, said he'd be back next day but didn't return and when PlusNet spoke to them they said  it was completed but order was 'stuck'
Now order showing complete to PlusNet but still no connection, have just rang and raised a new fault.
Will be asking PlusNet to pass on a few comments to BT if they can, I'm a freelance web designer alongside my full time job and I'm having to turn down jobs and miss deadlines due to a lack of connection for 5 days now Sad
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Grafter
Posts: 28
Registered: ‎13-01-2014

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

Could someone look into this today please? No sign of a ticket being created at my end, and it's been a full week now with no connection
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Grafter
Posts: 28
Registered: ‎13-01-2014

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

I'll take that as a no then  Undecided
Edit Tuesday: Now on the NINTH day with no connection, this is shocking service
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Grafter
Posts: 28
Registered: ‎13-01-2014

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

Right, what is the process for cancellation of an order? Is there some sort of 30 day grace period in which I can cancel?
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Community Veteran
Posts: 26,786
Thanks: 989
Fixes: 10
Registered: ‎10-04-2007

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

These forums are NOT an official support route. If you haven't either reported the fault by phone (which would result in a ticket being raised) or raised a fault at http://faults.plus.net there's nothing going to happen.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
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Grafter
Posts: 28
Registered: ‎13-01-2014

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

I've reported it via both phone and email and have heard nothing for 4 days - this seems to be the only place I can get somebody to do anything about my account (Matt has been particularly helpful)
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Community Veteran
Posts: 26,786
Thanks: 989
Fixes: 10
Registered: ‎10-04-2007

Re: Fibre set up but no router arrived? Update: Engineer Missed Appointment

Are there any open questions shown at https://portal.plus.net/wizard/?p=search ?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)