New Fibre Install
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New Fibre Install
25-11-2014 6:01 PM
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Q2, I've had a txt, to inform me my router is in the post, which is good. However, the txt went on to add this must not be connected until we configure the line by midnight 29/11/201 Indeed the help pages suggest, it's the OP engineer that connects everything up, do I charge him Bed Breakfast? or do I pass it on to you guys? Does he come back the next day? Or is there some miscommunication?
Re: New Fibre Install
25-11-2014 6:46 PM
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the engineer that did my installation asked me to turn the router on to make sure that everything was working ok , again this is not part of the service but some do go beyond what is required it's shame not all do that.
Hopefully you get one that is just as helpful.
Re: New Fibre Install
25-11-2014 9:11 PM
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Plusnet have been totally useless. Despite that fact that they have let me down, they won't put anyone on to sorting it out and they don't respond to comments on the ticket. No point in calling th call centre because it's so understaffed that you have to wait at least half an hour. They did call me back to find out when to rebook so I referred to them to the dates I'd provided a week earlier. Sadly they then ignored them and picked a date I can't make.
Life's too short to call the call centre and comments on tickets are routinely ignored.
I've been with Plusnet for 12 years but now they're failing. Cheap might be a positive word in Yorkshire but to those of us who expect a decent service it's synonymous with crap.
Re: New Fibre Install
25-11-2014 9:16 PM
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Quote must not be connected until we configure the line by midnight 29/11/201
That can be misleading. It means one minute after 11:59pm on the 28th. You should get a text long before that saying that everythings ready to go.
Then you get some people who dont read it properly and attempt to connect straight away. - cough
Re: New Fibre Install
26-11-2014 9:47 AM
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I've just double checked the order and it's showing as a go for the 28th. Once the engineer has completed his work you just need to plug the router in to the modem, wait for it to connect (up to 15 minutes) and you're good to go.
Re: New Fibre Install
26-11-2014 9:51 AM
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Unfortunately I can see there have been several issues with your FTTP order that has meant significant delays. Our team are continuing to work on resolving the problems and hopefully you'll get your service installed asap.
Re: New Fibre Install
26-11-2014 7:13 PM
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@Kitz, Indeed, thats why I was asking, act in haste. Many thanks.
@barnyandpippa, I feel your pain, I had a problem with VM's definition of fibre, some years ago, I would end up with no service at all for 5 days every month, it went on for 12 months. There is no middle man to do deal with VM, like Open Reach reliant ISPs. I hope it gets sorted soon.
@Terranova667, Many thanks, I had visions of me diving across the room because he was connecting the plusnet router
Re: New Fibre Install
26-11-2014 11:30 PM
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I wish I could believe you but if they genuinely were doing something, wouldn't they have updated the ticket? Surely changing the appointment to a day I can make can't take a week of "working on", particularly given that they messed it up in the first place. Service this poor needs you to find a more credible excuse.
Re: New Fibre Install
28-11-2014 4:01 PM
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All has gone well, Openreach guy was here for 10 mins, all up and running. Many Thanks.
<a href="http://www.speedtest.net/my-result/3944706048"><img src="http://www.speedtest.net/result/3944706048.png" /></a>
Re: New Fibre Install
29-11-2014 1:02 PM
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Just to mention for visibility I've replied to barnyandpippa and picked up the issue here:
http://community.plus.net/forum/index.php/topic,134367.msg1176215.html#msg1176215
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