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New Fibre Upgrade

dai
Grafter
Posts: 154
Thanks: 4
Registered: ‎26-05-2010

New Fibre Upgrade

Hi, this morning I placed a order to upgrade from "Normal" ADSL to FTTC broadband.  Is there anywhere I can check online that shows and reflects that this order is on the system, and the date I requested for the Installation by OR is confirmed?  I am currently out of the country until 22nd Dec so have no use of my mobile phone?
Many Thanks
17 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: New Fibre Upgrade

Have you checked the tickets on your account https://www.plus.net/wizard/?p=search
dai
Grafter
Posts: 154
Thanks: 4
Registered: ‎26-05-2010

Re: New Fibre Upgrade

Thanks Oldjim I had no idea you could do that, upon checking it this is what I found
"There's been a problem progressing your broadband order.
We'll get some more information on the problem and update this ticket with details as soon as we have them.
[internal note]
Order has been cancelled. Please check Install Diary and resubmit order once issue is resolved"
Any idea what this is about?  Why is nothing ever as simple as it should be!
Moderator
Moderator
Posts: 27,336
Thanks: 1,893
Fixes: 174
Registered: ‎14-04-2007

Re: New Fibre Upgrade

BT Openreach?

Customer and Forum Moderator. Windows 10 Firefox 64.0 (64-bit)

dai
Grafter
Posts: 154
Thanks: 4
Registered: ‎26-05-2010

Re: New Fibre Upgrade

BT Openreach in what respect Strat?  As in they have cancelled the order?  I notice it says on the ticket "Please check Install Diary and resubmit order once issue is resolved", does this possibly mean there is a issue with the install date, and if so why was it available to choose when I placed the order this morning?
Thanks for your help.
Highlighted
Moderator
Moderator
Posts: 27,336
Thanks: 1,893
Fixes: 174
Registered: ‎14-04-2007

Re: New Fibre Upgrade

Openreach seem to be a little overloaded with fibre orders at the moment.
A good bet though is to see what DC guys say about it on Monday.

Customer and Forum Moderator. Windows 10 Firefox 64.0 (64-bit)

dai
Grafter
Posts: 154
Thanks: 4
Registered: ‎26-05-2010

Re: New Fibre Upgrade

Many thanks for your help Strat, its just very frustrating!  Excuse my ignorance, but can you explain what the DC guys are?
Moderator
Moderator
Posts: 27,336
Thanks: 1,893
Fixes: 174
Registered: ‎14-04-2007

Re: New Fibre Upgrade

Digital Care. Plusnet staff who patrol the forum.
They usually work office hours.

Customer and Forum Moderator. Windows 10 Firefox 64.0 (64-bit)

dai
Grafter
Posts: 154
Thanks: 4
Registered: ‎26-05-2010

Re: New Fibre Upgrade

Can one of the DC team pick this up please, so that I can get the order squared away?
Plusnet Help Team
Plusnet Help Team
Posts: 13,742
Thanks: 266
Fixes: 78
Registered: ‎27-04-2007

Re: New Fibre Upgrade

Hi there,
It looks like we're needing to place the order for fibre manually for some reason. A member of our provisioning team is working on this right now so you should see an update on your ticket very soon.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: New Fibre Upgrade

Hi dai,
I've placed the order for you and we've requested the 27th for the engineer appointment. A ticket has been created on your account and we'll confirm this date with you in the next 48 hours.
Any questions let me know.
dai
Grafter
Posts: 154
Thanks: 4
Registered: ‎26-05-2010

Re: New Fibre Upgrade

Gents, many thanks for your rapid help.  Could I just ask that when the installation date is confirmed Chris, could you update the ticket,email me or update this thread,  Its just that I am out of the country and my mobile isn't in use where I am currently.  Is it normal that you had to manually order this, and if you don't mind me asking, what was the reason it had to be ordered this way?  Once again, many thanks for your help, it is appreciated.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: New Fibre Upgrade

Certainly, I'll update your ticket and this thread whenever needed.
dai
Grafter
Posts: 154
Thanks: 4
Registered: ‎26-05-2010

Re: New Fibre Upgrade

Hi, I can see that Abdullah has replied to my ticket, confirming that the order has gone through and that my installation date of the 27th is a go, so many thanks for that.  One last query, when will the router be dispatched, seeing as the installation date is the 27th Dec, and with the Christmas delivery schedule and holidays etc, delivery is obviously going to be affected.
Plusnet Help Team
Plusnet Help Team
Posts: 13,742
Thanks: 266
Fixes: 78
Registered: ‎27-04-2007

Re: New Fibre Upgrade

I've checked this with the relevant folks here and I've been advised that we have kept that in mind so you should receive that nice and early.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team