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URGENT - Comms team - engineer coming today, cabinet not ready.

Community Veteran
Posts: 1,125
Thanks: 4
Registered: 14-08-2007

URGENT - Comms team - engineer coming today, cabinet not ready.

Hi
I've got the second engineer visit today (PM) to install FTTC. I've just got home, and there is a very nice openreach engineer still working on the cabinets. I've checked with him, and he's told me it is definitely not ready for installation.
Is it worth trying to cancel the engineer visit?
It seems the FTTC cabinet has been installed and the switch set to say available, but they still have to move all the connections from the old small PCP to a brand new shiny larger PCP next to the fibre cabinet. He is estimating at least another two weeks before that is complete.
19 REPLIES
Plusnet Help Team
Plusnet Help Team
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Registered: 27-04-2007

Re: URGENT - Comms team - engineer coming today, cabinet not ready.

I'm looking into this now. I don't want to assume it's best to cancel anything unless we find that's unavoidable.
Leave this with me for now and I'll get back to you ASAP.
Adam
EDIT:
Just tried calling your mobile, let me know if there's a good time to call or if you'd rather just communicate via here and support ticket.
Northing's been reported back in terms of delays or issues with the order so whilst I know this may be a difficult thing to do we'll need to wait and see what transpires with the order. I'm already keeping an eye on it for you.
If what the engineer advised you is correct I'd expect to see a delay noted on the order but this will depend on them reporting this back via control and that then filtering through the systems to update us. If that happens it's unlikely to until the end of the day as we're unable to chase any specifics about order issues until they've been reported back by the engineers and whilst the job is still in execution.
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 Adam Walker
 Plusnet Help Team
Community Veteran
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Re: URGENT - Comms team - engineer coming today, cabinet not ready.

Mobile is in the car.
Call any time now - I'll just go to get it.
Plusnet Help Team
Plusnet Help Team
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Registered: 27-04-2007

Re: URGENT - Comms team - engineer coming today, cabinet not ready.

Cheers for your time on the phone!
As agreed I'll continue to look out for this issue manifesting in a delay against the order before I'm able to act on chasing this up
If that doesn't come through by tomorrow morning I'll be straight on top of chasing up why the service wasn't provisioned without us being notified of any issues.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
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Re: URGENT - Comms team - engineer coming today, cabinet not ready.

I don't know if this is related - but it seems unlikely, because it started last night. - anything that can be causing this?

PING bbc.co.uk (212.58.244.20): 56 data bytes
64 bytes from 212.58.244.20: icmp_seq=0 ttl=55 time=959.059 ms
64 bytes from 212.58.244.20: icmp_seq=1 ttl=55 time=704.495 ms
64 bytes from 212.58.244.20: icmp_seq=2 ttl=55 time=361.291 ms
64 bytes from 212.58.244.20: icmp_seq=3 ttl=55 time=249.353 ms
64 bytes from 212.58.244.20: icmp_seq=4 ttl=55 time=790.187 ms
64 bytes from 212.58.244.20: icmp_seq=5 ttl=55 time=366.478 ms
Request timeout for icmp_seq 6
64 bytes from 212.58.244.20: icmp_seq=7 ttl=55 time=563.228 ms
64 bytes from 212.58.244.20: icmp_seq=8 ttl=55 time=353.544 ms
64 bytes from 212.58.244.20: icmp_seq=9 ttl=55 time=110.737 ms
64 bytes from 212.58.244.20: icmp_seq=10 ttl=55 time=64.113 ms
64 bytes from 212.58.244.20: icmp_seq=11 ttl=55 time=88.483 ms
^C
--- bbc.co.uk ping statistics ---
13 packets transmitted, 11 packets received, 15.4% packet loss
round-trip min/avg/max/stddev = 64.113/419.179/959.059/286.216 ms

EDIT:
And
64 bytes from 212.58.246.104: icmp_seq=51 ttl=56 time=44.847 ms
64 bytes from 212.58.246.104: icmp_seq=52 ttl=56 time=37.594 ms
Request timeout for icmp_seq 53
Request timeout for icmp_seq 54
64 bytes from 212.58.246.104: icmp_seq=53 ttl=56 time=2378.238 ms
64 bytes from 212.58.246.104: icmp_seq=54 ttl=56 time=2281.635 ms
64 bytes from 212.58.246.104: icmp_seq=55 ttl=56 time=1749.509 ms
64 bytes from 212.58.246.104: icmp_seq=56 ttl=56 time=2194.955 ms
Gamer Son is crying at the moment.

Scrap that - I think it might be internal at the moment
Edit some more - yes, upstairs switch seemed to have fallen over. Maybe because it was right up against the antenna from the wifi access point.
Community Veteran
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Re: URGENT - Comms team - engineer coming today, cabinet not ready.

Engineer has just called. He has spoken to the guy in the hole, who's told him it will be two weeks before the cabinet is ready, and therefore there is no point in him coming. He's going to write on the notes a suggestion of 2 to 4 weeks.
Needless to say - that is now two failed visits for basically the same reason, and today I've had to take time off work. Any chance of a weekend appointment for the next one?
For interest - see those wires hanging out:
Plusnet Help Team
Plusnet Help Team
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Registered: 27-04-2007

Re: URGENT - Comms team - engineer coming today, cabinet not ready.

Hi Tony,
Thanks for the update, I can't promise you a weekend appointment but I will try for one.
Quote
Needless to say - that is now two failed visits for basically the same reason, and today I've had to take time off work. Any chance of a weekend appointment for the next one?

Really sorry about this, I will be making sure some feedback is passed on to Openreach/Wholesale (I need to identify it it's Openreach's practices or Wholesale's records (not passing the buck though). It's easy to see things aren't ready for an install
No sign of a delay reported on the order yet but I'll continue to check and will begin to chase this as soon as we have the "green light" to do so.
UPDATE:
Cheers for your time on the phone again.
In short I have some supplier feedback to pass on, further monitoring of your order and I'll make contact with yourself again as promised in 2 weeks time to see how things have moved on with the issue regarding cabinet readiness.

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 Adam Walker
 Plusnet Help Team
Community Veteran
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Re: URGENT - Comms team - engineer coming today, cabinet not ready.

The Thot Plickens
This morning another engineer showed up unannounced. Mrs TC who happened to be in (holidays) let him in and put him on the phone to me. It seems he picked the job up 1/2 hour before to install (or check, not totally clear) the line. I explained the history and we ended the call. He then asked Mrs TC "So, your phone line is working - do I need to test it?"
Not sure why she was supposed to know the answer to that better than him - and as she pointed out, he had just used it to talk to me.
he went away again.

I wonder how much openreach spend on such wasted call outs.  Roll eyes
Community Veteran
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Re: URGENT - Comms team - engineer coming today, cabinet not ready.

Hi Adam
As PM - time for the two week check and update to the ticket.
Thanks.
Plusnet Help Team
Plusnet Help Team
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Registered: 27-04-2007

Re: URGENT - Comms team - engineer coming today, cabinet not ready.

Hi Tony,
I've checked (and double checked) the cabinet is now ready and a new appointment has been set as per the ticket update.
Just let me know if that needs changing or if you have any further concerns.
Adam
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 Adam Walker
 Plusnet Help Team
goldenfibre
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Re: URGENT - Comms team - engineer coming today, cabinet not ready.

Good luck on your cabinet ready to order. What estimated speed are u getting?
Community Veteran
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Registered: 14-08-2007

Re: URGENT - Comms team - engineer coming today, cabinet not ready.

FTTC Range A (Clean) 80 80 20 20 -- Available
FTTC Range B (Impacted) 80 69.7 20 17.9 -- Available

Looking good  Cheesy
goldenfibre
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Re: URGENT - Comms team - engineer coming today, cabinet not ready.

Yep looking good indeed. But, sadly the BT profile and PN profile will capped line at 77.4Mb and this is my speed from this profile 77.4Mb on my line below:

Openreach modem is connected at 79999K / 19999K
Community Veteran
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Re: URGENT - Comms team - engineer coming today, cabinet not ready.

That'll do. Still 5 times what I get now.
And the upload is 20 times better. I say again:  Cheesy
goldenfibre
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Re: URGENT - Comms team - engineer coming today, cabinet not ready.

Yes of course! Wink
I had bonded the line with FTTC and CABLE and got this: