No Service

[#1]

Hi, I had an engineer visit yesterday morning to change me over onto full fibre broadband. I'm a current Plusnet customer & no new router was sent out so i presume my current router will work with Full Fibre & this was confirmed by the Openreach partner engineer. 

He couldn't connect the full fibre & said there was an issue that needed fixing & he left. 

He has already cut all the old connection wires meaning I have been left with no broadband access & all you have said is that there has been a delay in connection with a new connection date of 7th Nov !!!!!

This means I cannot work, Have no access to any of my smart devices that rely on an internet connection. I've had to take unpaid leave from work yesterday.

Why have I been left in this position & what are plusnet going to do to get me a connection to full fibre so I'm not left with no access to any internet service for over a week. 

Kind regards 

[#2]

@KeefyG Oh dear, that installer wasn't very clever - he should not have 'cut' any lines until he confirmed you had a working FTTP connection.

There is little Plusnet can do in this situation - they are totally in the hands of OpenReach (the network owners).

[#3]

is the ont connected to the wan port of the hub2

have you told the hub2 to use the wan port instead of the old vdsl phone connection?

[#4]

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@jab1 wrote:

@KeefyG Oh dear, that installer wasn't very clever - he should not have 'cut' any lines until he confirmed you had a working FTTP connection.

There is little Plusnet can do in this situation - they are totally in the hands of OpenReach (the network owners).

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you mean theres little pn can do if an or enginneer cuts the old copper connection

[#5]

@krusty Correct - and he shouldn’t have done until the FTTP connection was confirmed as working.

[#6]

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@krusty wrote:

have you told the hub2 to use the wan port instead of the old vdsl phone connection?

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The hub 2 does not need to be "told" anything.

Just remove the xDSL cable and plug an ethernet cable into the WAN port and it will sort its self out, assuming that there is a working ONT.

@KeefyG raise a BTOR workmanship complaint here - Complaints policy | Openreach

The engineer should NEVER have trashed the existing service until the new service provision had been proven.  You need to request immediate rectification.

You also need to push for automatic compensation on two fronts - delayed installation and delayed rectification of a fault (the now non-operational state of the existing service).

@Leanne_T - can you please push this in the right direction for priority escalation?

[#7]

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@Townman wrote:

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@krusty wrote:

have you told the hub2 to use the wan port instead of the old vdsl phone connection?

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The hub 2 does not need to be "told" anything.

Just remove the xDSL cable and plug an ethernet cable into the WAN port and it will sort its self out, assuming that there is a working ONT.

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i do not have a hub2 to play with, as you said the hub2 has auto dection so thats fine :). 

[#8]

Hi @KeefyG 

I've sent you a private message to see if we can get you some help. If you can take a look and get back to me, when you get the chance. 

Speak to you soon. 

Thanks for flagging @Townman 

Leanne.

[#9]

22 hours staff response time?

(Nothing personal, @Leanne_T ).

[#10]

Mixed thoughts John.

It could have been swifter, but it’s better than what the previous team were often permitted to deliver with their limited time allocation to this space.

That said when they touched a case they had the means to determine who the user is and get straight on to delivering responses.  There’s a bit more hand-balling to do now, but there’s folks focusing on that as their core role.

If a topic is getting good community engagement it might pass under the needs attention radar, which is why I tagged @Leanne_T expressly, as she seems to be the most present of the new team … though she might not have been around the latter part of yesterday.

I am still learning how best to engage with the new folks.

[#11]

Understand all that, @Townman - my thoughts on the 'organisation' of staff responses on here for a long time have been less than complimentary, but in the main I have kept them to myself as voicing them would fall on deaf ears.

I am not blaming those staffers who do respond.

[#12]

@Townman @jab1 

It is also worth reminding everyone the hours covered

" community support professionals will be available 8am-7pm Monday to Friday and 8am-4pm on weekends."

@Leanne_T appears to have picked this thread up at the start of her day 08:00.

[#13]

@Dan_the_Van Agreed - but the initial post was made at 10.27AM YESTERDAY - there was (weekend-level) staff coverage for 5.1/2 hours after that.

[#14]

John,

We are drifting off topic; but I agree that a model where the staff working here were not managed by those responsible for running the forums was a deeply flawed model.  Their managers had different primary objectives.  The new team is dedicated to the forums and trying to make them work more efficiently, albeit differently.

They are the only game in town and the SUs keep an open dialogue on how effectiveness might be optimised.

[#15]

Understood, @Townman . I shall refrain from voicing any further comment.