Fibre Extra Install
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- Re: Fibre Extra Install - Nightmare
Fibre Extra Install
23-11-2012 10:05 PM
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I've signed up for fibre extra and phone, there was a problem with my phone line but that's been fixed by BT OR today and is now working fine.
The broadband order is still showing that there is a problem with my line that is holding up the order. Does anyone know how long it will be before it gets past that?
My install date was monday but I guess that won't go ahead.
Thanks
Pete
Re: Fibre Extra Install
24-11-2012 12:09 AM
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Re: Fibre Extra Install
26-11-2012 11:17 AM
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I have phoned customer services and been on for over 50 minutes.
They are now advising me that my exchange has not been fibre enabled! I know that my exchange has been enabled, I know that my local cabinet has been enabled.
If I put my phone number into the BT checker it says fibre is not installed at my exchange - and it is also saying that I can only get 1Mb download for normal ADSL. I know that when I had BT a few years back on this exact line that I used to get 4Mb.
It seems as if the new phone number they have given me is not correctly registered to my address.
Got nowhere on the phone, really really disappointed and feel incredibly let down - I cancelled my Virgin Media and everything as according to Plus Net I could definitely get fibre. The customer services person said I could still have ADSL and just wait while fibre became available - thanks a lot, like I'm really going to move from Virgin 60Mb to 1Mb.
Can anyone help me?
Re: Fibre Extra Install - Nightmare
26-11-2012 2:26 PM
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If that's the case then it'd be a matter of our suppliers updating their systems with the relevant information - until that happens I'm afraid we're unable to order fibre for you, and I'm very sorry if we told you that fibre was available. It shouldn't be too long if all the equipment is already in, but as we order through the same systems that need updating I'm afraid we're stuck as things are.
If it's not that then it may be down to the number updating, though again we'd need to check on the records for that number and ensure it's all correct - we'd be happy to do that for you but it looks like you've now cancelled.
I'm very sorry for how all this turned out.
Re: Fibre Extra Install - Nightmare
26-11-2012 3:19 PM
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Of course I have cancelled, what choice did I have?, 1Mb broadband is no use at all, I can't afford to pay for the phone line and just sit in hope that someone fixes the database. Don't forget I'd had to wait 50 minutes on the phone to be told this (which made me late for work).
It really has been a big waste of my time. If I hadn't phoned this morning I'd still be waiting,
I've checked all the houses in my street and 2 neighbour streets and everyone can get fibre. I find it highly unlikely that there is only me who can't.
I'm going to look such an idiot when I have to phone Virgin and ask them to re-connect me after telling them that Plusnet offered much more - proper customer care and a lot faster upload speed.
Pete
Re: Fibre Extra Install - Nightmare
26-11-2012 4:55 PM
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It would be up to Plusnet to get this sorted out and they seem willing to do that given the chance. Are you willing to give them that chance? Don't see why you shouldn't set a deadline for doing that.
The reason why you were given different information originally is perhaps that the check was based on your address rather than phone number since that was not via a BT Openreach service at the time.
Re: Fibre Extra Install - Nightmare
26-11-2012 6:50 PM
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I would be happy with what you have suggested, how about it Plusnet - I'm quite willing to give you a chance to resolve it.
I would have been happy for this to be done when I spoke on the phone but was told there was nothing more that could be done and I'd have to contact BT (I thought that BT Open Reach didn't talk directly to customers and you have to go through a reseller).
Pete
Re: Fibre Extra Install - Nightmare
26-11-2012 11:16 PM
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However based on your comments I'm assuming it is already available and the information from the computer is wrong because the phone number entries in the database are incorrect. If that is the case getting them corrected should fix the problem making it possible to place an order.
I think you would probably have to cancel the cancellation (hope that makes sense) to enable Plusnet to follow this up but hopefully the Digital Care Team can advise on what's needed tomorrow.
David
Re: Fibre Extra Install - Nightmare
27-11-2012 11:12 AM
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Once again, thanks a lot for sticking with us
Re: Fibre Extra Install - Nightmare
27-11-2012 11:23 AM
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I am currently investigating this and will update you shortly once i know more.
Thanks
Re: Fibre Extra Install
27-11-2012 12:51 PM
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Quote from: peterb99 I know that my exchange has been enabled, I know that my local cabinet has been enabled.
This looks to be correct. We checked these details when you placed your order and both the exchange and cab looked fine which is why we let your order progress.
It wasn't until we tried to place the Fibre order through BT when we encountered a problem.
Quote from: peterb99 It seems as if the new phone number they have given me is not correctly registered to my address.
Almost, It looks like although you are in the right area to get Fibre, (and your address is correct with us and BT) your cab and exchange are all ready to go, Your actual telephone number is not listed as being Fibre ready by our suppliers. Which is why the order has been unable to be placed.
I have emailed(and called) our suppliers and asked for this to be updated at their end so that the Fibre orders on your phone number do not continue to be rejected. I will update you once I receive more information regarding this.
Thanks for your patience.
Re: Fibre Extra Install - Nightmare
27-11-2012 1:46 PM
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Hopefully we're getting somewhere.
Re: Fibre Extra Install - Nightmare
27-11-2012 3:15 PM
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Re: Fibre Extra Install - Nightmare
28-11-2012 2:49 PM
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Is there any update?
Thanks
Peter
Re: Fibre Extra Install - Nightmare
28-11-2012 3:03 PM
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I know Luke is still chasing this, unfortunately there's no information come back as yet but we'll keep on at it for you.
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