First impresions NOT good. No Engineer, No modem
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- Re: First impresions NOT good. No Engineer, No mod...
First impresions NOT good. No Engineer, No modem
30-09-2014 7:53 PM
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Re: First impresions NOT good. No Engineer, No modem
30-09-2014 9:45 PM
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Re: First impresions NOT good. No Engineer, No modem
30-09-2014 10:24 PM
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My fibre has been remotely activated today, as I had previous fibre connection with Sky. Unfortunately as I had Sky's hub with integrated modem, I do not have an Openreach moden to use.
Not exactly thrilled, as I've been waiting 6 weeks for it all to go live as it is, and have had multiple failed/cancelled Fibre orders through no fault of my own (being told Fibre not available, when it very clearly is as I already had it with Sky!)
Not amused to discover this at 10pm when I've just got it and was looking forward to using my long awaited connection...and opened the box to find it wasn't an integrated router.
Catalogue of error and disappointment from Plusnet so far.
Re: First impresions NOT good. No Engineer, No modem
01-10-2014 2:12 PM
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I have raised a ticket, but no reply so far. Really need to be able to use my connection, but it's a bit difficult without the required equipment!
Have done some research, but it seems that I can't make use of my existing super router as suggested above.
Re: First impresions NOT good. No Engineer, No modem
01-10-2014 3:50 PM
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Re: First impresions NOT good. No Engineer, No modem
01-10-2014 4:12 PM
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Who makes the decision over if a BT engineer visit is required on a fibre migration - PlusNET or BTOR?
At one level one can understand BTOR thinking that a migration does not need a premises visit because the VDSL NTE is there already and they might reasonably think there is fibre technology attached if they see VDSL synch. This does not though mean that the technology is capable of supporting service with PlusNET.
So what ensures a BTOR engineer delivers a BT modem - an instruction from PlusNET or a presumption made (or not made) by BTOR?
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.
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Re: First impresions NOT good. No Engineer, No modem
01-10-2014 4:46 PM
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This appears to be a bit of a predicament, the way in which the transfer of fibre services works is that BTOR should see that this is a fibre to fibre transfer which means that the same modem should work across both providers and no further action is required.
In reality it seems what can't be seen is if the fibre was a self install service with the previous provider which means a modem is required. This seems to be the case here which has now left the connections without the required hardware.
This is something that we've seen rarely in the past and is something that we're working on with BT in order to address however there is no way of seeing who requires a BTOR modem and who doesn't at present so please accept our apologies for the inconvenience this has caused.
As for the advice on the appointment being set for an engineer visit, this is an anomaly caused by the self install order still handing out an appointment at the BT side. This is later updated by BT to cancel the appointment to keep the order which isn't ideal as this means our system can't manage the update from BT on the cancellation of the appointment. We're aware and we're working to get this resolved at the moment so again please accept our apologies on this.
Moving forward, I've managed to get a hold of a couple of BTOR modems so I'll post these out to both of you by hand this afternoon and they should be with you as soon as possible.
Re: First impresions NOT good. No Engineer, No modem
01-10-2014 6:06 PM
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Do I just disregard the response to my ticket then, which totally contradicts what you have said? And if so, could you please just pop a note on the ticket in case I need to speak to anybody else, so that it is clear what is happening?
Cheers
Re: First impresions NOT good. No Engineer, No modem
02-10-2014 9:08 AM
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Just to let you know that before the end my my working day I picked up and handed over a pair of
@marcfaulkner - Thanks for being understanding of the issue, I've just updated the support ticket and passed this back to you so you can close this off once you're happy that the matter has been settled.
Again, please accept our apologies for the inconvenience this issue has caused and I hope that this helps in restoring a little faith in the company for both of you.
Re: First impresions NOT good. No Engineer, No modem
02-10-2014 12:04 PM
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Quote from: Adam I picked up and handed over a pair of routers
They will be disappointed if you did - they were after modems.
Nobody got back to me after I requested a fibre modem - the installer saw my HH5 and scarpered without leaving a modem
Re: First impresions NOT good. No Engineer, No modem
02-10-2014 12:30 PM
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Re: First impresions NOT good. No Engineer, No modem
02-10-2014 12:50 PM
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Quote from: gofaster
Quote from: Adam I picked up and handed over a pair of routers
They will be disappointed if you did - they were after modems.
Nobody got back to me after I requested a fibre modem - the installer saw my HH5 and scarpered without leaving a modem
Thanks for flagging gofaster, duly noted and rectified
Re: First impresions NOT good. No Engineer, No modem
03-10-2014 12:23 PM
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Many thanks @Adam C - fantastic personal level of service and attention which you simply wouldn't find elsewhere. My faith in PN is restored, and enhanced.
Not connected up yet as I was going out the door when it arrived, but I trust that all will be fine this evening. Can I ask you to please make sure my billing/charges are sorted as per the discussion with your colleague in the ticket? Many thanks once again
Re: First impresions NOT good. No Engineer, No modem
03-10-2014 2:19 PM
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Glad to hear that the router has arrived and sorry again for the confusion.
I've updated the support ticket on your account to reflect a credit so I hope this covers the situation for you. If you find that you need a hand getting the modem installed this evening then please be sure to give our support team a call direct on 0800 432 0200 where they should be able to talk you through the process.
Thanks for the kind words also
Re: First impresions NOT good. No Engineer, No modem
03-10-2014 5:54 PM
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And you're very welcome - I may be one of the first and one of the loudest to shout when things go wrong, but the same is also true when somebody goes out of their way to help
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