No fibre until May

[#1]

Hi folks, i signed up to Fibre Unlimited Extra last month.

Three weeks later SKY have cut off my broadband (today) and the latest i have is a text that a 'provisional' date for an engineer coming to my house is 2nd May.

The various closed tickets on my account allude to an ADSL connection being made available until my fibre can be installed, is this the case?

I have had no correspondence to say so, but now i'm faced without BB for at least 2 weeks i thought i might ask?

Cheers, Mark

[#2]

Cheers for posting, 

I'm sorry to see your order has been delayed, however we do definitely have a fibre order in place and that's due to complete on 25/4/17.

I apologise if the communication about this hasn't been up to scratch and I'll get some feedback passed on.

[#3]

Thanks for your response Adam

So am i to ignore the text message received regarding the 2 May for activation?

My apologies, i thought the engineer was booked for the 2nd, i see not. I have not had confirmation of the engineer visit, i need to make provisions for someone to be home so id appreciate a 'heads up'.

[#4]

Yes, the fibre order is due for 25/4/17.

Fibre is a self install service so no engineer will need to visit you at home.

[#5]

Thanks again Adam.

So the old copper wire is used from the cabinet to my home?

A  family member switched to PlusNet fibre and had a new box installed in his flat.

Mark

[#6]

No worries, yes it's an FTTC service which stands for fibre to the cabinet, the existing copper line is used for the rest of the connection between the cabinet and your house.

Your friend may have had an engineer installed fibre service as that's how we started providing FTTC a few years ago but it's 100% self install now.

[#7]

Super, thanks again Adam.

[#8]

Adam, sorry to bother you again.

Can you tell me if this is still 'go' for tomorrow. I have had NO correspondence other than your Forum post!!

I presume my phone line will be activated at the same time?

[#9]

I'm afraid there has been a delay with your order and we've been set a review date of the 27th, sorry about this. We should be able to provide a further update at this point.

[#10]

I don't want an 'update' i want what ive paid for!

[#11]

Moderator's note by Mike (Mav)

Fix removed as the OP's issue is still ongoing.

[#12]

I understand your frustration and as soon as we have a update we'll let you know.

[#13]

Does anyone have an idea when this 'update' is due today?

I'll take bets on there being a further delay, good odds

[#14]

My ticket has been updated, great news.......maybe!

Dear Mr K***,
[Internal]
Escalating back to customer
Kind regards,
R*** P*****

Message received loud and clear....ish

[#15]

I'm really sorry about that, I have no idea why they've picked up a ticket that sits with our team here and even less sure why they've sent it back blank.

I'm following up with our suppliers for updates on your order and will reply before the end of the day today.