Very Frustrated at Plusnet

[#1]

Ok there i was happily using my part fibre internet. Until an OpenReach engineer accicentally cut my copper wire whilst installing the flat upstairs with full fibre.  So i asked her to reconnect my cable and she said sorry i am not a copper engineer, arrrgh thanks! Currently using wifi from neighbour as mine is still off a week later. They came out and said oh we need traffic management, cut trees down etc, when my old wire was in exact same place as new fibre upstairs, they did not need any of that. So a call to plusnet later and the man said i might as well get full fibre as it will take just as long to set up and is cheaper, 2-3 weeks as they work like snails. That was a 47 minute call , i just got confused mostly as i am autistic and have trouble concentrating for long periods. The out come was that they would switch me to EE fibre as my contract isnt ended yet, yet its sort of their fault that its broken. So i rang today to try and get it fixed so i can stay on plustnet , which is available to my address , just not to me specifically, hit a brick wall with that call, as there are no ticket systems i thought i would try here /end of rant

[#2]

@djtoastie 

There are two separate issues here which have come together.

The first is your cut cable - it should not take too much of OR time to sort.

There is also the problem of landlines being withdrawn. To switch to Full Fibre with PlusNet will result in the end of your phone service as PN are not providing any phone service going forward. The offer of switching to EE is to keep both an internet service and a VOIP phone service together. You do not have to move to EE for this. You have other options.

Hopefully a member of staff will pick up this thread or perhaps a SuperUser may take a look.

Brian

[#3]

@djtoastie 

The out come was that they would switch me to EE fibre as my contract isnt ended yet, yet its sort of their fault that its broken. So i rang today to try and get it fixed so i can stay on plustnet , which is available to my address , just not to me specifically, hit a brick wall with that call, as there are no ticket systems i thought i would try here /end of rant

Did you request to keep a phone service ? If you did, that would explain the switch to EE. Plusnet are not providing a phone service with Full fibre, whereas EE can provide it using 'digital voice'.

If you dont require a phone service then I can't see any problem with staying with Plusnet on Full fibre. It would likely require agreeing to a new 24month contract though

[#4]

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@bmc wrote:

The first is your cut cable - it should not take too much of OR time to sort.

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It depends where it's been cut. Talk of traffic management suggests that ir's external. Maybe the installer used it to pull the fibre across a road, not realising that the cable was being, or also being, used to provide a service to the OP. I can quite understand the reluctance to replace copper in circumstances such as these. 

[#5]

@djtoastie 

Can you have a look at the following please

https://www.broadbandchecker.btwholesale.com/#/ADSL

Three questions from the results.

Does WBC FTTP show up in the left hand column?

What does it say for Fibre Priority Exchange (Y / N)?

Below this, what does the narrative say about the FTTP install?

Brian

[#6]

@Baldrick1 @MisterW 

I appreciate OR may be unhappy about fixing a copper cable when FTTP is available but unless it's a Fibre Priority Exchange the OP should not be forced to take a decision regarding future service at short notice just to get back online.

Brian

[#7]

I am not using a landline, i got rid of that  months ago. So i dont need an extra service, all i wanted was to stay with plusnet as the fibre deals and speeds are better than EE. I have been here for many years, but they said they cant as im still in contract, but they would void it with no extra charge if i moved to EE, how very confusing

[#8]

@djtoastie 

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@djtoastie wrote:

I am not using a landline, i got rid of that  months ago. So i dont need an extra service, all i wanted was to stay with plusnet as the fibre deals and speeds are better than EE. I have been here for many years, but they said they cant as im still in contract, but they would void it with no extra charge if i moved to EE, how very confusing

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That simplies things a great deal.

If you're happy with a new contract at the prices stated then a move to Full Fibre is the solution. Keeps OR happy as they would not have to spend time and money fixing a copper cable and you get a better product.

I'm afraid you need to phone PN again and place the order for Full Fibre (with PN). Make it absolutely clear you want a priority install date so that OR can fix a problem they created. If the front line staff can't do this ask for an escalation to a Supervisor.

I believe you will also be due compensation for the loss of service but this gets sorted (hopefully) after you're back online.

Brian

[#9]

I will have to call them tomorrow, cant cope with 2 plusnet calls in one day, i wish i didnt have to speak to anyone to solve my little dilemma, thanks for your help though, i will post back with any updates