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No fibre until May

higgy1981
Rising Star
Posts: 89
Thanks: 12
Registered: ‎10-04-2017

No fibre until May

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

16 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,644
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Registered: ‎27-04-2007

Re: No fibre until May

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
higgy1981
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Posts: 89
Thanks: 12
Registered: ‎10-04-2017

Re: No fibre until May

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'.

Plusnet Help Team
Plusnet Help Team
Posts: 13,644
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Registered: ‎27-04-2007

Re: No fibre until May

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
higgy1981
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Posts: 89
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Registered: ‎10-04-2017

Re: No fibre until May

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

Plusnet Help Team
Plusnet Help Team
Posts: 13,644
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Registered: ‎27-04-2007

Re: No fibre until May

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
higgy1981
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Posts: 89
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Registered: ‎10-04-2017

Re: No fibre until May

Super, thanks again Adam.

higgy1981
Rising Star
Posts: 89
Thanks: 12
Registered: ‎10-04-2017

Re: No fibre until May

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?

Community Gaffer
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Registered: ‎05-04-2007

Re: No fibre until May

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.

 

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 Chris Parr
 Plusnet Staff
higgy1981
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Registered: ‎10-04-2017

Re: No fibre until May

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

Moderator
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Registered: ‎06-04-2007

Re: No fibre until May

Moderator's note by Mike (Mav)

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

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: No fibre until May

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

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 Matthew Wheeler
 Plusnet Help Team
higgy1981
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Posts: 89
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Registered: ‎10-04-2017

Re: No fibre until May

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

 

 

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

higgy1981
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Posts: 89
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Registered: ‎10-04-2017

Re: No fibre until May

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

Community Gaffer
Community Gaffer
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Re: No fibre until May

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.

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 Chris Parr
 Plusnet Staff