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Rather confused!!

NorthEasterner
Aspiring Pro
Posts: 1,867
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Registered: ‎25-09-2012

Rather confused!!

Hi All, As you may know, i'm moving house.
I spoke to PN CS and arranged for house move.  Me and the advisor were baffled at why I couldn't get fibre.  My PC is NE13 6LD, <snip>
The WIDEOPEN Exchange (NEWHP) is FTTC enabled and my Brother who lives adjacent to the development (Connected to CAB 1) Can get fibre and has fibre 80/20 with BT. According to BT DSL Checker I can get Fibre MultiCast and connected to CAB 1.  So why can't I receive Fibre?
Another thing the exchange is 21CN Enabled and my estimated speed on the ticket and order page is 7M/bits why is it not 16 or 24?
I am utterly confused!!
Any help appreciated!  Embarrassed
jim:green Address removed mod:end
Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
20 REPLIES
Community Veteran
Posts: 19,102
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Registered: ‎31-08-2007

Re: Rather confused!!

The estimated speed for ADSL will depend on how far you are from the exchange not whether it's 21CN or 20CN. There have been cases, Fibre in particular, where a gremlin in the ordering system is giving ADSL(1) max speed for the estimate and in the ADSL cases that obviously assumes you are close enough to get that.
As to why you supposedly can't get Fibre will need someone from DCT to investigate.
Edit: Not wise to put your address in a publicly visible forum, you can PM it to DCT if needed, but they will not doubt have access anyway.
NorthEasterner
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Registered: ‎25-09-2012

Re: Rather confused!!

What's the DCT?
Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
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Registered: ‎15-06-2007

Re: Rather confused!!

Digital Care Team - the staff on here
NorthEasterner
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Re: Rather confused!!

Please can one of them look into this?Huh
Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
Community Veteran
Posts: 19,102
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Registered: ‎31-08-2007

Re: Rather confused!!

They don't work weekends, so it'll be Monday.
NorthEasterner
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Registered: ‎25-09-2012

Re: Rather confused!!

Okay,  I'll Have to wait then  Roll eyes
Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
NorthEasterner
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Posts: 1,867
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Registered: ‎25-09-2012

Re: Rather confused!!

Also, I got a ticket after the call with the Advisor to double check details i.e Address and date.  And have come across a fee of £49.99 that I have to pay.  It doesn't say anywhere what its for and why.  Is it an engineer call out charge? On the house move FAQs It says the most house moves are FREE
With Sky, BT, TalkTalk there is no charge to install a line thats right no charge!
So why plusnet charging people thats very unnecessary.
Then an additional £25 when my streets gets fibre as a call out charge!
Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
Community Veteran
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Registered: ‎15-06-2007

Re: Rather confused!!

BT have a special offer on a new line at present £40 instead of £130 http://www.productsandservices.bt.com/products/landline/packages
Sky charge £39 http://www.sky.com/shop/broadband-talk/talk-anytime/ under the legal bit
NorthEasterner
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Registered: ‎25-09-2012

Re: Rather confused!!

WHAT I AM REALLY ANNOYED IS THEY LIED OVER THE PHONE!!
I say 'How much would it cost to leave Plusnet?'
Advisor - 'It would be (Around £190 something like that) to cancel your services'
Me - Okay,  I think i'll stay for now.
Advisor - Okay, We will process your details for the HM.
Now.  After scouring on the PN website, I have come across this - http://www.plus.net/info2/legal/price_guide.html#fibre (Table 12)
£5.75 a month if you want to leave PN so £5.75 x (Remaining months left) In that case its 15 months - = £86.25 
I am utterly sickened by PN for them to lie through their teeth over the phone!! And it is misleading information.  Now I am in another contract because of the misleading information!  Or does the new contract start when the engineer has been and set it all up?
Any info would be great!!
Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
Community Veteran
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Registered: ‎15-06-2007

Re: Rather confused!!

Calm down
Cancelling the service would land you with the following costs (approximately)
Cancellation charge 15 months left  unlimited fibre £86.25
Line cease charge £25
Router charge £40
Possible phone cancellation charge (depends when you took the phone but if you only took that when you moved to fibre then it is 15 x either £2.25 or £4.25)
NorthEasterner
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Registered: ‎25-09-2012

Re: Rather confused!!

I got a router but not using it so I'm going to send it back by using the thread about the 582 router and one of the posts said that the 40 quid charge would be waived
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Plusnet Alumni (retired) chrispurvey
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Registered: ‎13-07-2012

Re: Rather confused!!

Hi there,
Let me know when you've sent the router back and I'll make sure the deferred fee is taken off your account.
The installation charge will only be required if there is no line or connected telephone socket at the property, we'll confirm this with you shortly and we'll then be able to look further into the fibre side of things.
NorthEasterner
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Posts: 1,867
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Registered: ‎25-09-2012

Re: Rather confused!!

I haven't  got a bag from plusnet with the pre paid postage.
Please can you send ASAP?
Thanks
Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
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Registered: ‎13-07-2012

Re: Rather confused!!

That's been ordered for you.