No modem. No Fibre. Please help.
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No modem. No Fibre. Please help.
26-11-2015 10:17 AM
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I was meant to have fibre installed yesterday. When the engineer arrived he told me that Plusnet should have sent out a modem and not just a router. I called your customer service team and after a 20 minute wait was told:
1) That Openreach should provide the Modem. I have since contacted them and they have told me this is incorrect and that while this used to be the process for this order Plusnet should have provided the modem.
2) That a 'One' router/modem was on order and would be in first class post. It seems this is incorrect - I received a text this morning saying it would be 3-5 days. Clearly not first class.
3) When I tried to escalate and speak to a manager the member of staff told me that there would be a callback in 2-4 hours. It sounded like she said this to get me off the phone however I trusted her. No one has called me back.
Given the above I assume I will be without any broadband for 3-5 days need to work from home. Can you please help.
Thanks
Stephen Watt
Plusnet username: stephenwatt98
Re: No modem. No Fibre. Please help.
26-11-2015 10:20 AM
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Re: No modem. No Fibre. Please help.
26-11-2015 1:38 PM
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Re: No modem. No Fibre. Please help.
26-11-2015 10:27 PM
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Quote from: stephenwatt98 1) That Openreach should provide the Modem. I have since contacted them and they have told me this is incorrect and that while this used to be the process for this order Plusnet should have provided the modem.
I had the same issue with my recent upgrade, PlusNet supplied an old Sagemcom 2704N, and the Openreach engineer is no longer supplied with modems!!
Re: No modem. No Fibre. Please help.
27-11-2015 4:33 PM
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Re: No modem. No Fibre. Please help.
28-11-2015 7:52 AM
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When plusnet tell you they are sending something it does not actually say that in the email. It says they are in the process of dispatching it. Nothing has ever actually been dispatched yet. I suspect there are a queue of people in the same boat and plusnet have seriously screwed up their supply chain.
Does anyone on here have a spare modem? Or a couple tin cans with string? That would be better than what we have right now.
Re: No modem. No Fibre. Please help.
28-11-2015 8:14 AM
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I know you shouldn't have to foot the bill for Plusnet's / BT's failings, but at least it would get you online.
Re: No modem. No Fibre. Please help.
29-11-2015 8:37 PM
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http://www.ebay.co.uk/sch/i.html?_from=R40&_trksid=p2050601.m570.l1313.TR2.TRC1.A0.H0.Xbt+openreach+...
Re: No modem. No Fibre. Please help.
30-11-2015 9:15 AM
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'Engineer Installation with Openreach Modem' is on the current OR price list and I'd imagine this is what Plusnet are still ordering.
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Re: No modem. No Fibre. Please help.
01-12-2015 12:22 PM
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The fault seems to be with them (they have stopped ordering Modems from Openreach prematurely) but they don't exactly seem to be pulling out all of the stops to get it fixed. In fact the first time I called their customer service team last week (20 min wait to even speak to someone) I was told that a manager would call back in 2-4 hours. Never happened.
They don't even seem to be able to track the parcel with the new modem. I'm not going out and buying a new one - they have an obligation to sort this.
Re: No modem. No Fibre. Please help.
01-12-2015 1:17 PM
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