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Big FAIL - I recommended my friend move across

Saltee
Dabbler
Posts: 16
Registered: 19-11-2015

Big FAIL - I recommended my friend move across

Six hours in and the BT man left.  Now nothing works, phone et al.  She does not even have the OpenReach box - bloke just plugged socket straight into PlusNet box.  (This was for fibre service).
I'm disgusted - I know it's BT but WTF?  He left with the (her) telephone giving a verbal cross wire error when picking up the handset.  My friend needs the  'phone due to family health issues.
Neither of us can get onto PlusNet "help" desk as it's busy.
I suggested she move as it's a good service and now feel like cr*p.
No doubts - <i> we'll book you in several weeks from now </i>...  Needs to be sorted asap PlusNet!!!!
FAIL
18 REPLIES
Saltee
Dabbler
Posts: 16
Registered: 19-11-2015

Re: Big FAIL - I recommended my friend move across

Ha ha ha. not funny Plusnet.  You just sent my friend a text on her mobile saying it's all done.
FAIL
Saltee
Dabbler
Posts: 16
Registered: 19-11-2015

Re: Big FAIL - I recommended my friend move across

I got 75 pence for this in referral.  Classy.
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: Big FAIL - I recommended my friend move across

It shouldn't be possible to 'just plug in the Plusnet box' without changing the socket faceplate as the plugs on the end of the cable don't fit (unless your friend has one of the first Hub One units).  If all the 'engineer' did was plug something in, try unplugging it again and seeing if the phone then works.  Clearly if he was there for six hours he did more than just plug something in though...
Obviously you and your friend are justifiably upset at the current outcome but a clearer indication of the setup that's been left would be very useful -
Was the installation of a new line?
Did you friend move the phone service form a non-BT provider?
Has your friend had fibre before?  Has the socket faceplate been changed previously to a filtered one?
Did the engineer rewire the socket at all?
What model of Plusnet router has been supplied?
Photos would help as well Smiley
Saltee
Dabbler
Posts: 16
Registered: 19-11-2015

Re: Big FAIL - I recommended my friend move across

Ha Long story and I wish it wasn't mine
Was the installation of a new line? -- No
Did you friend move the phone service form a non-BT provider? -- hard to say as BT sub contract the lines. It was working until he turned up, then about four hours after he messed in the "green box" voice was back.
Has your friend had fibre before?  Has the socket faceplate been changed previously to a filtered one? -- No but the bloke put a new one in (whole new socket front and back). Boom, nothing works.
Did the engineer rewire the socket at all? -- LOL did he? Must have, nothing works now and socket is new.
What model of Plusnet router has been supplied? -- Don't know.
It was straight ADSL to VDSL.  Should have taken no more than 20 mins' in the house. 
FAIL
What gets me, no BT OpenReach Box and he left with the telephone not working!!!  Also just seemed to plug things into where they "fit".
Thanks anyway.  I'm driving down tomorrow.  On my day off no less.  Phone and inet' is important to her due to family illness,  Friend really has been in tears all evening.
Fiasco - not PlusNet, but BT.  I've been using PlusNet on BT OpenReach now for quite a while and never had an issue!

Community Veteran
Posts: 26,637
Thanks: 868
Fixes: 10
Registered: 10-04-2007

Re: Big FAIL - I recommended my friend move across

Exactly which Plusnet box has she been given? If it's the new Hub One it should be plugged straight in to the xDSL master socket and no modem is required. If its the old router then the BT engineer should have provided the BT modem.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Saltee
Dabbler
Posts: 16
Registered: 19-11-2015

Re: Big FAIL - I recommended my friend move across

no idea , she has no voice on the line either. Just a verbal error message.
Saltee
Dabbler
Posts: 16
Registered: 19-11-2015

Re: Big FAIL - I recommended my friend move across

I'm driving down tomorrow to take a look
if it's the "new" box I should be able to fix the line

Thanks for this
Saltee
Dabbler
Posts: 16
Registered: 19-11-2015

Re: Big FAIL - I recommended my friend move across

Quote from: spoon
Exactly which Plusnet box has she been given? If it's the new Hub One it should be plugged straight in to the xDSL master socket and no modem is required. If its the old router then the BT engineer should have provided the BT modem.

Can you send me a pic' of the Hub One?  May save me some driving.
Very much appreciated
Community Veteran
Posts: 26,637
Thanks: 868
Fixes: 10
Registered: 10-04-2007

Re: Big FAIL - I recommended my friend move across

It's a re-badged BT Homehub 5A.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Saltee
Dabbler
Posts: 16
Registered: 19-11-2015

Re: Big FAIL - I recommended my friend move across

Thank you all.
I'll wake this thread up later, it's late and I can't answer what the PlusNet box actually is.
That all said.  Thanks so much for the positive input.
I really cannot fault PlusNet since I signed up otherwise I would not have suggested my friend move.  I'll post back when I find out more - new PN box and cross wire seems tops (-; .
Cheers all - great feedback (-:
Community Veteran
Posts: 26,637
Thanks: 868
Fixes: 10
Registered: 10-04-2007

Re: Big FAIL - I recommended my friend move across

I'm betting a bozo engineer.
If it was the new Hub One that's for a self install and no engineer visit should have been booked.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Saltee
Dabbler
Posts: 16
Registered: 19-11-2015

Re: Big FAIL - I recommended my friend move across

Mmm  I have a random day off just for the sake of getting away and having a beer mid-day Friday! 
If it's a BT mess up I'll not be happy.
Community Veteran
Posts: 26,637
Thanks: 868
Fixes: 10
Registered: 10-04-2007

Re: Big FAIL - I recommended my friend move across

If it's a new Hub One see http://www.plus.net/support/broadband/hardware/hub-one-setup.shtml - you can see exactly what it looks like in the video
If it's the old router which requires a BT modem see http://www.plus.net/support/broadband/hardware/plusnet-2704n-fibre-setup-guide.shtml
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 4,956
Thanks: 419
Fixes: 152
Registered: 01-01-2012

Re: Big FAIL - I recommended my friend move across

Really sorry to hear what's happened.
Any chance you can PM me her username and I'll get this chased up.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team