What does this mean?
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: What does this mean?
What does this mean?
07-05-2014 12:28 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
"[internal note]
A modify order on this account was unsuccessful.
The reason given was "The supplied service Id does not refer to an active asset".
Modify order type:
An attempted move from ADSL 1 on WBC to ADSL2+An attempt to change the upstream capping
Please check why the order has been rejected and contact the customer.
I know I'm currently on ADSL 1 as my local exchange isn't on ADSL 2+ (no plans for it to be upgraded) but had FTTC enabled a couple of years ago. I was on ADSL 2+ at my previous address from which I moved in 2011.
BTW In the ordering process I was asked to pay for P&P for a fibre compatible router, so I hope I can get fibre after all - assume if the order can't be completed that I'll have that charge refunded.
Full Fibre since September 2023
Mac OS14 and Firefox user with latest versions of both
Re: What does this mean?
07-05-2014 9:50 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote "The supplied service Id does not refer to an active asset".
There are two forms of reference on each account we use for dealing with faults or placing orders, one is the telephone number the other is either CBUK (for 20cn lines) or a BBEU number (21cn) these are collectively known as service ID's or you might see us call them a circuit reference. It sounds like the one against your account either isn't returning the right records (could be linked in to an issue with our suppliers systems yesterday by the looks of it).
Either way I'll get this sorted and sorry for any confusion about what we're trying to upgrade the line to, I'll deal with it manually now and will update 85263355 ASAP.
Re: What does this mean?
07-05-2014 10:00 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Full Fibre since September 2023
Mac OS14 and Firefox user with latest versions of both
Re: What does this mean?
07-05-2014 11:03 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: What does this mean?
07-05-2014 12:26 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I did ask the following in reply to the message in the 'Your Questions' page but the 'question' itself hasn't been answered yet. Do you think that as the engineer will have to fit a fibre faceplate to replace the existing one anyway, he/she could shorten the cable and move the master socket so it comes in at the front of the house rather than going half way round our house as at present?
The cable currently goes past the room where we'd like the master socket, continues to the garage and then round to the side and along to the corner diagonally opposite to where it comes in from the pole - quite a long distance! We won't need an extension kit fitted, so do you think there would there be a charge to move the master socket and if so roughly how much that would be?
Full Fibre since September 2023
Mac OS14 and Firefox user with latest versions of both
Re: What does this mean?
07-05-2014 4:53 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote did ask the following in reply to the message in the 'Your Questions' page but the 'question' itself hasn't been answered yet. Do you think that as the engineer will have to fit a fibre faceplate to replace the existing one anyway, he/she could shorten the cable and move the master socket so it comes in at the front of the house rather than going half way round our house as at present?
They would do as part of a fibre install usually, I can't say whether they'd move it though. Want me to edit your order I've just placed to include a data extension? In case you weren't aware that implies the engineer connecting another socket for the modem up to metres away from the master socket.
Re: What does this mean?
07-05-2014 6:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Am attaching floorplan with telephone/broadband line added so you can see what I mean. The dashed line is from where the line disappears to where I can next see it but it must go through the garage somewhere (need a torch to discover exactly where!). We have so much wiring as previous owners also had a Sky phone line besides BT, plus miles of extensions, not to mention a Sky dish and cables - we use the latter for Freesat.
Full Fibre since September 2023
Mac OS14 and Firefox user with latest versions of both
Re: What does this mean?
07-05-2014 6:38 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
You can request a data extension (so there is time and a task to be done) however when the BTOR guy gets on site, you can offer them a brew with some really good biscuits and ask "Would it easier for you, if you simply chopped the external cable and poked it through the wall to be where you will otherwise need to run the data extension kit to?".
Without requesting the option, the answer you get might be "nope job is to connect to the existing master socket only".
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: What does this mean?
12-05-2014 1:14 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
We'd like to be able to plug our Freesat box, which does iPlayer etc, directly into the router and also have our telephone base station/answering machine more centrally located. (Have tried out iPlayer on the Freesat box connected to the internet via ethernet over power to the router but it kept hanging.)
Will add to the ticket.
Full Fibre since September 2023
Mac OS14 and Firefox user with latest versions of both
Re: What does this mean?
23-05-2014 4:59 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: What does this mean?
23-05-2014 5:12 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Full Fibre since September 2023
Mac OS14 and Firefox user with latest versions of both
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page