Connection delays after moving

[#1]

I gave Plusnet a months notice of moving house which is 18 mins away from my old address and given a date of 5th Sep. I agreed to go ahead as the sales person advised me people in my new community were with PN and the Open Reach box was in my property and it would be a case of plug in and off I go. After the call I received an update of the 7th Sep. On the 7th no one had called to say I was up and running so I called and was told it wasn’t their fault it was with Open Reach and a new date of the 10th. On the 10th I received an update of the 11th on the 11th I called PN and was told the 15th. At this point I got quite upset as I work from home and have had to already take AL as I can’t work. I still havent been given an actual date of when I will be connected or what it is that is actually holding this up. I was told though that luckily I wasn’t being charged yet!!! For what? I have no connection! I just want to know a date I will be connected and if I am to expect an engineer or if the connection is carried out elsewhere. I was also told to go and buy an unlimited data SIM card and use that! This really isn’t good enough I am wasting my AL as I’m sat around doing nothing waiting to be connected. I’m just grateful I’m not needing this access for medical equipment as this would be disastrous. Please can anyone tell me what is going on and when I will be connected as the last I was told was that my case was in the hold pile

[#2]

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hi @Sandrae333 , welcome to the community forums.

Your post has been escalated, in the hope this might help get things moved along.

Meanwhile the complaints page has some useful information - it also explains exactly how to raise a ticket, though the latter might not result in any immediate improvement/s.

HTH.

.

[#3]

What service is this for- 'Broadband' is ADSL and FTTC (misleadingly called 'fibre') in PlusNet speak, a new install would normally be FTTP (Full Fibre) and is a different forum section.

If you confirm this then your thread can be moved by a moderator, and different questions become relevant.

This is probably not what you want to hear, but sadly is too close to the truth:

The problem is likely with BT OpenReach, and your installation may well be stuck / lost in their useless back-office systems.

Your successive dates are typical OR behaviour 'come back in a week and we will tell you we still haven't done anything, but you now cannot ask again for another week'.

PlusNet staff can only relay the messages coming from OR, and PlusNet (as part of BT) are reluctant / prevented from challenging or 'getting heavy' with OR - which is what any 3rd party ISP would do.

[#4]

Hi @Sandrae333 

Thanks for posting on the community. 

I would like to see if we can get you some help with your delayed connection and have sent you a private message to get some extra details. 

Speak to you soon. 

Leanne.

[#5]

@mwwagain 

You are correct that the thread is devoid of relevant details … though regardless of technology this should have been posted in My Order.