Problem with new Plusnet install
Hi Folks,
I am hoping you can help.
I ordered Plusnet Unlimited Fibre on the 11th December and the Openreach engineer came to upgrade the line on the 31st. The problem is I am now stuck with no net connection as my Plusnet Hub is yet to arrive. I am with Sky Broadband but that has stopped working since the Openreach engineer made changes. He didn't bring a new line into the flat from the street but did make changes to the green box outside, not quite sure what he did.
So now I'm totally confused as to why my old Sky hub won't work with the changes and why I don't don't have my Plusnet hub yet. I have contacted customer services who are looking into the issue. One question I had as what changes have been made to the BT line? What's stopping me going buying a suitable router rather than waiting on the rebranded one from Plusnet?
Just annoyed not having internet access since the 31st now
Cheers
I am hoping you can help.
I ordered Plusnet Unlimited Fibre on the 11th December and the Openreach engineer came to upgrade the line on the 31st. The problem is I am now stuck with no net connection as my Plusnet Hub is yet to arrive. I am with Sky Broadband but that has stopped working since the Openreach engineer made changes. He didn't bring a new line into the flat from the street but did make changes to the green box outside, not quite sure what he did.
So now I'm totally confused as to why my old Sky hub won't work with the changes and why I don't don't have my Plusnet hub yet. I have contacted customer services who are looking into the issue. One question I had as what changes have been made to the BT line? What's stopping me going buying a suitable router rather than waiting on the rebranded one from Plusnet?
Just annoyed not having internet access since the 31st now
Cheers
Did the engineer give you an OpenReach modem?
I'm expecting the answer to be No - but on the off-chance the OP has a modem I asked as I then would have linked the PPPoE instructions.
Hi all,
We haven't dispatched your hardware until now as our order to activate your service with us isn't due to complete until 19/1/16.
Unfortunately it sounds like the engineer that installed the line may have incorrectly or inadvertently disconnected your service with Sky.
This is something you'll need to raise with Sky as they'll need to report a fault for you, however please accept our apologies on behalf of Openreach and I'll make sure we raise a complaint with them about the engineering work.
We haven't dispatched your hardware until now as our order to activate your service with us isn't due to complete until 19/1/16.
Unfortunately it sounds like the engineer that installed the line may have incorrectly or inadvertently disconnected your service with Sky.
This is something you'll need to raise with Sky as they'll need to report a fault for you, however please accept our apologies on behalf of Openreach and I'll make sure we raise a complaint with them about the engineering work.
Quite frankly I am appalled by the quality of service that has been provided here. I ordered this on the 11th of December and had an engineer out on the 31st December which resulted in me loosing my Sky broadband connection. I have now been without internet for 14 days!!!
I rely on the internet for my work and obviously for my media services which have been cut off since then. From speaking with support it appears you cancelled the fibre activation which I didn't request which lead to this delay. I do hope I receive some sort of compensation or a refund as this is not acceptable.
One unhappy customer
I rely on the internet for my work and obviously for my media services which have been cut off since then. From speaking with support it appears you cancelled the fibre activation which I didn't request which lead to this delay. I do hope I receive some sort of compensation or a refund as this is not acceptable.
One unhappy customer
I can't see anything on your account to suggest we cancelled your fibre order, although it does appear there were problems with the original order which meant we had to place a new one once the phone line was installed.
I also don't really understand why your Sky service stopping would have anything to do with us, as I can see your order was for a new line to be installed, not to take over/migrate services from another provider
Have you contacted Sky regarding the services? As they may well still be providing services and/or not be aware that you're changing provider, since the orders with ourselves were for a new line installation, that would have no affect on a line provided at the same property by Sky.
I also don't really understand why your Sky service stopping would have anything to do with us, as I can see your order was for a new line to be installed, not to take over/migrate services from another provider
Have you contacted Sky regarding the services? As they may well still be providing services and/or not be aware that you're changing provider, since the orders with ourselves were for a new line installation, that would have no affect on a line provided at the same property by Sky.
Choosing fibre and getting a new line installed are not connected in any way. The engineer installation was to install a phone line and although fibre should have been active the same day, unfortunately there were problems with the order, so we replaced this for activation as soon as possible.
If you had services with Sky and got a new Plusnet line installed, this should not have affected your Sky service.
I'm sorry to say that we would not compensate for loss of service in this instance and as this is a residential account, we certainly would not take loss of business in to account if you are running a business on a residential account.
We are not currently charging for broadband as we are not currently providing it. However I'm sure we can arrange some form of goodwill gesture for the delay on fibre activation.
I am genuinely sorry you're unhappy, however I would also strongly advise contacting Sky to discuss the loss of their services with them. As we have not taken over any Sky services and the fact that our services are on a new line installation, Sky may not even be aware that you're cancelling with them.
If you had services with Sky and got a new Plusnet line installed, this should not have affected your Sky service.
I'm sorry to say that we would not compensate for loss of service in this instance and as this is a residential account, we certainly would not take loss of business in to account if you are running a business on a residential account.
We are not currently charging for broadband as we are not currently providing it. However I'm sure we can arrange some form of goodwill gesture for the delay on fibre activation.
I am genuinely sorry you're unhappy, however I would also strongly advise contacting Sky to discuss the loss of their services with them. As we have not taken over any Sky services and the fact that our services are on a new line installation, Sky may not even be aware that you're cancelling with them.
When the engineer installed the new line did he provide a new master telephone socket or replace the existing one with a double socket (two telephone sockets, not one with a telephone and an ADSL socket)?
This a double master:
This a double master:
@HarryB
That makes it clear that it's the installation of the Plusnet 'new' line is the direct cause of the loss of the Sky service - you have some responsibility!
That makes it clear that it's the installation of the Plusnet 'new' line is the direct cause of the loss of the Sky service - you have some responsibility!