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New Fibre Install

nilsatisoptimum
Dabbler
Posts: 15
Registered: 31-10-2014

New Fibre Install

Q1, Is my install still good for the pm of 28/11/2014?
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?  Cheesy
9 REPLIES
Terranova667
Aspiring Pro
Posts: 1,242
Thanks: 56
Fixes: 2
Registered: 19-02-2014

Re: New Fibre Install

Hi just so your aware it's not part of the engineer's requirement to connect up the router only to install the Modem and a new master socket faceplate, However depending on the engineer if asked they may help you with that if you need it. 
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. 
barnyandpippa
Grafter
Posts: 81
Registered: 05-10-2007

Re: New Fibre Install

I wouldn't bank on anyone turning up. BT did the underground work but I waited in all day on the appointed day (having waited almost 3 months for an appointment) and they didn't appear.
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.
kitz
Rising Star
Posts: 817
Thanks: 46
Registered: 08-06-2007

Re: New Fibre Install

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  Lips are sealed
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: New Fibre Install

@nilsatisoptimum
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.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: New Fibre Install

@barnyandpippa
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.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
nilsatisoptimum
Dabbler
Posts: 15
Registered: 31-10-2014

Re: New Fibre Install

@Chris, Many thanks, I was confused, when to stick the router into the OR modem, I could not work out why i had to wait.
@Kitz, Indeed, thats why I was asking, act in haste. Many thanks.  There is a useful site of the same name. * Edit  It is the same.
@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
barnyandpippa
Grafter
Posts: 81
Registered: 05-10-2007

Re: New Fibre Install

@chris
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.
nilsatisoptimum
Dabbler
Posts: 15
Registered: 31-10-2014

Re: New Fibre Install

Hi  All,
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>
Plusnet Help Team
Plusnet Help Team
Posts: 12,982
Thanks: 141
Fixes: 46
Registered: 27-04-2007

Re: New Fibre Install

nilsatisoptimum, thanks a lot for letting us know, that's really good to hear.
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
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team