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Plusnet wants me to cancel my account

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Halfhidden
Dabbler
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Registered: ‎20-05-2023

Plusnet wants me to cancel my account

Sadly I did cancel my account with Plusnet. Not because I was angry with them, but because Openreach has given them incorrect information about my fibre options.
I signed up for 500/70
Openreach told Plusnet that I can only have 80/20 and that I have a single channel ONC.

That's not the case as I have a multi Channel ONC with two channels live out of the four available.

BT broadband checkers clearly states that I have 1000/220 option and I'm a few feet from cabinet 26 and have FTTP.
Both Zen and Aquiss have both offered full fibre and I have had 500/300 on channel 2 up until recently.
But Plusnet wont budge.

Has anyone else been in a position like this before?

5 REPLIES 5
Townman
Superuser
Superuser
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Registered: ‎22-08-2007

Re: Plusnet wants me to cancel my account

It is not unknown for the BT Wholesale / BT Openreach databases to be "flawed".  What does this say is available at you ADDRESS - https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome ?

It would seem odd that BTOR would suggest that only FTTC is available in an area where FTTP is available.  If that was FTTC speed over FTTP then there could be capacity issues on the GPON (but I think that doubtful).

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Halfhidden
Dabbler
Posts: 20
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Registered: ‎20-05-2023

Re: Plusnet wants me to cancel my account

Thanks for the reply.

Yes the database information is incorrect and to be honest it seems to be like that for a few people I've spoken with.

However, Plusnet have been back in contact with me and have escalated it. From their own short investigation they can see discrepancies between what OpenReach say and what I actually have.
Open Reach says I have a single channel ONC, but in fact I have a quad channel with two open (in use) channels.
It looks as if they think I have FTTC but I have FTTP. OpenReach has no information that I have an account with a provider that is already supplying a channel.

So in this case I've re-ordered full fibre with PlusNet again and we are going to get BT to try and push through the order and correct their database. 
The issue is that OpenReach states that I have full fibre at 1000/220 but refuses to let me subscribe to it as their paperwork says I have the wrong ONC or - and connection type which directly conflicts with their information.

Townman
Superuser
Superuser
Posts: 23,293
Thanks: 9,783
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Registered: ‎22-08-2007

Re: Plusnet wants me to cancel my account

We have seen numerous variations of issues on FTTP supply orders where there is already a multi-port ONT installed.  Great that Plusnet's provisioning team have caught this one for you ... as it will get bounced by the automated processes, until the records are sorted.

Note that such usually requires a BTOR "Bridge Case" and the turnaround on these is typically 48 hours ... that is not too bad, however, they only fix the immediate issue.  If another exception is encountered the ISP has to raise yet another "Bridge Case".  Unfortunately, evidence seen around here suggests that BTOR never pipe-cleans an order failure in its entirety in one hit.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Halfhidden
Dabbler
Posts: 20
Thanks: 5
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Registered: ‎20-05-2023

Re: Plusnet wants me to cancel my account

Yes I spoke in lengths with Chelsea in the High Level Escalation Team.

I said in my original post that I was disappointed, but understood that Plusnet had only the information from BT wholesale. I joined Plusnet because of the great support they have and the community is welcoming and knowledgeable. So I was disappointed that I had to cancel my account.
I understand that this is likely to be a long haul and asked if we could open a new account and then port the fibre through any of the vacant channels on the ONC, keep my existing IP on channel 1 until this is sorted meaning that I'll have 2 ISP's for now.
This is now in progress and we need to see how BT react to the order placed.
Already I have an email from Plusnet stating that there is a problem with my order... so this is an automated brick wall  from BT wholesale that I'm hitting.

What I'm expecting is a visit from BT to try and upgrade the system I have only to realise that it is sufficient already... so update their records about the FTTP at my address.

Halfhidden
Dabbler
Posts: 20
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Registered: ‎20-05-2023

Re: Plusnet wants me to cancel my account

Fix

Well I thought this thread deserves an update.

It's been a few months since I posted the issues that I had and that [CSA Removed] from high escalation became involved.

WOW!, I mean just WOW!

27 years as a network engineer and web designer and I've never, ever come across such dedication to solving my problem. Everything that was promised was done. Nothing was a problem and I'm still blown away by the professionalism of Plusnet and there staff.
Did they resolve my problem... YEP! I'm now running at 1000mbs as requested.
Despite several refusals for upgrades and visits from Openreach, Plusnet persisted and found avenues to bring Openreach to call.

I will be thanking [CSA Removed] personally as I believe she deserves recognition for her dedication and hard work.
If there is something I've learned is that the staff and volunteers at Plusnet are a hard working, knowledgeable, dedicated team.
I think I'll be here for many years to come.  

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.