New customer
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- Re: New customer
New customer
14-10-2014 8:36 PM
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Signed up to Plusnet last week, moving from BT fibre to Plusnet fibre.
First issue I encountered was that the Mac code would not be accepted, 1 too many digits apparently, BT insisted it was correct. Spoke to PN tonight who stated that the Mac was OK and had one extra digit because it was a fibre connection???
I think your website/systems should be updated to take account of this.
The main reason I'm posting is that I was told I would need an engineer visit to install and this wouldn't be until 30th Oct. I assumed that because I already have fibre that I would just need a new router from PN and would be able to swap it over with my HH and away we go. The PN rep was insistent that I need an engineer visit.
Can anybody confirm this is correct?
Thanks
Re: New customer
14-10-2014 9:30 PM
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Re: New customer
14-10-2014 9:37 PM
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adie:quote
Re: New customer
14-10-2014 10:03 PM
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No engineer required.
Re: New customer
14-10-2014 10:12 PM
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Anyone here from PN care to look into this for me? Do I need to ring and get a router sent through the post?
Re: New customer
15-10-2014 9:29 AM
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What about my engineer visit? Do I need to cancel it?
It seems like the left hand doesnt know what the right hand is doing at Plusnet.
Not a good first impression
Re: New customer
15-10-2014 9:49 AM
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you are having a fibre service migration, not a new fibre install.
Re: New customer
15-10-2014 10:00 AM
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Re: New customer
15-10-2014 10:16 AM
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Re: New customer
15-10-2014 10:32 AM
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With BT I have BTHomehub5 integrated modem and router but with Plusnet I need Openreach modem to connect to Plusnet supplied router.
My previously supplied router was a BTHomehub3 which also requires a connection to an Openreach modem.
It would seem that only Openreach engineer can supply their modem which is probably why Plusnet have assumed that you haven't got one
rather than assume that you do have one.
Andy T on this forum helped me out. Suggest you try and contact him.
Re: New customer
15-10-2014 11:49 AM
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Working fine using the HomeHub 5 with the new username/password.
I have now have a plusnet router I have no use for, which I paid to have supplied.
Re: New customer
15-10-2014 1:15 PM
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I assume the customer is notified of the cancellation? Hypothetically, I have booked a day off work, can I cancel this now?
Quote from: chenks76 that's just the system doing that, but the appointment then gets cancelled when it is flagged as a migration.
Re: New customer
15-10-2014 1:18 PM
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Re: New customer
15-10-2014 1:24 PM
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if it's not required then it's cancelled.
as for your previous reply, hypothetically you haven't booked a day off, so nothing to cancel?
Re: New customer
15-10-2014 1:31 PM
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Plusnet really need to have a check in place for FTTC migrations to specifically ask customers what existing equipment they already have so that those with a BT OR modem don't need to have an engineer booked but those with an incompatible device (Sky hub?) do get an engineer to supply/install/test the correct modem.
Eventually this will become irrelevant because BT Openreach will stop supplying modems at some point in the future and each IPS will be responsible for supplying all the necessary kit (or ensuring the customer has his own).
Please Plusnet, put some checks in place for FTTC migrations.
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Opinions expressed in forum posts are those of the poster, others may have different views.
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