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Ticket 160892887, ordered four weeks ago

CaeNewydd
Newbie
Posts: 3
Registered: ‎27-11-2017

Ticket 160892887, ordered four weeks ago

Hello

It's been four weeks since I put the order in.  We've had several unannounced Openreach visits and missed appointments, but no progress yet so far as I can see, and it now seems to have gone quiet (summary below).  Please could you check what's happening with the order?  Many thanks.

Simon

 

29 Oct Order placed
7 Nov Openreach turned up unannounced, but left again without doing anything (hoist needed)
10 Nov Openreach called to make appointment for 13 Nov
13 Nov Openreach did not turn up, no message
15 Nov Plusnet message confirming Openreach appointment for 16 Nov
16 Nov Openreach did not turn up, no message
16 Nov I messaged Plusnet, no response
23 Nov Openreach turned up unannounced, left again without doing anything (too late in the day), said they would come back early the next day
24 Nov Openreach did not turn up, no message

6 REPLIES 6
gavcuk
Grafter
Posts: 52
Thanks: 8
Registered: ‎16-11-2017

Re: Ticket 160892887, ordered four weeks ago

That is horrendous!
CaeNewydd
Newbie
Posts: 3
Registered: ‎27-11-2017

Re: Ticket 160892887, ordered four weeks ago

Good news, today's update gets us half-way there:

28 Nov Openreach turned up unannounced, fitted the external terminator

Just waiting for the ONT to be installed now.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
Fixes: 1,599
Registered: ‎21-04-2017

Re: Ticket 160892887, ordered four weeks ago

I'm sorry to hear of your experience.

I'm calling Openreach now and I'll post back soon.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
Fixes: 1,599
Registered: ‎21-04-2017

Re: Ticket 160892887, ordered four weeks ago

It looks like the job is with contractors still and our suppliers are escalating this to find out what's happening.
We should know more within 2 working days.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
CaeNewydd
Newbie
Posts: 3
Registered: ‎27-11-2017

Re: Ticket 160892887, ordered four weeks ago

Thanks for looking into it.

Earlier this week we had a message from Plusnet stating "your order is still with the survey team".  This seems odd as three weeks ago Openreach installed the external terminator to our house with a fibre running back to the green box on the nearby telegraph pole.  Surely the survey would have been carried out before that work was done?

Been waiting seven weeks now since the original order.  As far as I can see we're just waiting for Openreach to turn up to install the internal ONT and then the job is complete?

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
Fixes: 1,599
Registered: ‎21-04-2017

Re: Ticket 160892887, ordered four weeks ago

It looks like your order is moving forward now as our suppliers have booked an appointment for you this Thursday between 8am and 1pm. Can you let us know as soon as possible if this isn't convenient or suitable?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet