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39 Days (and counting) after Confirmed Activation date - still no Internet

lukaszf7
Hooked
Posts: 7
Registered: ‎09-12-2022

39 Days (and counting) after Confirmed Activation date - still no Internet

Good Morning,

I ordered a Full Fibre Activation (31-08-12), as previous tenant had a cease scheduled for 27-09-12 nothing could be done until then - understandable.
On 27-09-12 Full Fibre order went through with Confirmed Activation on 31/10/22.
Initial payment been taken from my account straight away.

No progress since then, apart from regular soul destroying updates from Plusnet "delay due to our suppliers...".
I live in a residential area and Full Fibre has been connected to the premise for the last couple years - under previous owners name.
BT is claiming its new ducting, digging, civil work required... (for a system that was already live for years prior to me moving in... but hey ho...)


To me personally it looks like the FTTP was not available for my address (although it was live for the previous house owner) and I was mis-sold on the fact that its available - clearly it is not! (39 days delay).
As far as I understand I'm due Compensation, circa 5£ per day, (after 30 days I can leave without any fees etc) and paid out to maximum 60 days...

What happens after 60 days of delayed activation? (as it certainly heading that way) - the max Compensation is reached and thats it?

As I understand the Compensation is payed out as a CREDIT to Plusnet account after the service is activated (within 30 days of activation)... so I have to wait till that happens until I receive my Compensation?... therefore Im locked with Plus net until they sort it out, without internet? which might never happen considering "issues with Plusnet suppliers"


What if I consider leaving Plusnet as soon as I can, so will I be able to claim the Compensation and leave (ie. compensation will be payed out into my bank account, not some kind of useless credit I can use with Plusnet)?

Looking forward to replies.

Thanks,
Frustrated Customer 

 

23 REPLIES 23
bmc
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

@lukaszf7 

First question is - is it an OpenReach fibre connection or one of the Alternative supppliers. If the PN system allowed a fibre order I would presume OR but you never know.

 

Secondly - use the Address version of the following, enter your post code only and select your address from the drop down list. Is there any mis-match on the address which might be confusing things.

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

 

You're looking for WBC FTTP in the left hand column. If this appears, what does it say about FTTP in the narrative below the results window.

 

Brian

lukaszf7
Hooked
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Registered: ‎09-12-2022

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

Hi Brian, Thanks for your reply.

Yes, it is Open Reach Full Fibre connection.

Actually I saw some works just outside Banchory (where I live) with multiple vans laying cables etc. so something is happening.

I attached a screenshot of the link you provided (it looks like WBC FTTP is  available, not sure what the KCI2 Assure means).

 

pjmarsh
Superuser
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

The bit that looks strange to me on there is the second line under the table:

ONT exists with no active service. A spare port is available (that bit I can understand from what you've said). A new ONT may be ordered and will be placed in Waiters list until the network is ready. 

It's that second bit and being placed on a "Waiters list" which I suspect is where the delay is.

I wonder if an order has been placed for a new ONT.  Maybe because at the time of ordering the existing ONT was in use with the previous tenant, though that doesn't quite fit with what you've said, unless Plusnet waited until the previous service should have finished, but maybe one of the Openreach databases wasn't updated at that time and they've its insisted that you need a new ONT.  Since then the previous service has finished and that is why the checker is showing what it does now.

That is only speculation and guessing though.  Maybe a staffer can confirm if it is something like that and can change (or more likely cancel the order and create a new one) so that it used the existing ONT.

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.

RealAleMadrid
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

@lukaszf7  There seem to have been a number of cases reported on the forum of unnecessary delays where there is an existing ONT at the premises, whether this is caused by some incorrect ordering process by Plusnet or Openreach records not showing an ONT available is not clear. This case does appear to show that Openreach believe a new ONT is required as they have stated digging and cabling work is required when it obviously isn't needed. 

I have seen one thread where an engineer has turned up weeks after the order and was surprised to see a live ONT in the property which could have been activated remotely.

https://community.plus.net/t5/My-Order/Order-delayed/td-p/1889649 

The above thread shows what is possible with a remote activation of the ONT, the FTTP service was working only a few hours after the order was placed. the early posts are just a mess as Plusnet attempted to order a copper based FTTC to a fibre only property which didn't go too well and caused confusion in the ordering systems.

Form msg#25 it gets better, msg#29 is interesting, there are different ways to place an order. Unfortunately the Plusnet wizard who activated the service in a couple of hours is no longer working on the Forum and Social Media support team.☹️

I would tend to agree with @pjmarsh that the existing order needs to be replaced with one that can be activated quickly, you may have trouble getting support to understand the problem, best of luck.

 

bmc
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

@lukaszf7 

Looks like you need to attract one of the PN staffers to get this answered.

 

Unfortunately, as already stated, our goto wizard has moved onto the Admin side of things so I don't know who to "tag"

 

Brian

RealAleMadrid
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

@bmc  I have noticed that @Gandalf is still posting occasionally on the forum.

bmc
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

@RealAleMadrid 

As have I - perhaps the One Ring keeps luring him back.

 

I suspect however, he'll be posting on pure Admin matters rather than general support.

 

Brian

bobpullen
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

I'm no expert in this field but am seeing if there's anything I can do to help...

Bob Pullen
Plusnet Product Team
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adamwalker
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

Hi @Lukasz7f7, 

 

I've just chased this up with Openreach, the order has been incorrectly identified as needing a multiple step installation, meaning records showed an ONT needed to be installed. We've made them aware that this is incorrect as there's already one in place. They're updating the order for me which means I should be able to book an appointment for you within the next few days. 

 

I'll keep checking back in on this for you and keep you updated along the way. 

 

Adam

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 Adam Walker
 Plusnet Help Team
RealAleMadrid
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

@adamwalker  Could you explain why an appointment is needed if there is already an ONT in place, all Openreach need to know is the serial number to get it activated remotely, an engineer visit should not be required. Typical Openreach confusion and unnecessary delay.🙄

bobpullen
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

Shouldn't need any appointment. I had a very frustrating chat with Openreach earlier where I repeatedly cited what needed to happen. I was looking to follow up after lunch but if @adamwalker has it in hand then I'll step back (he's better versed than I in escalating things like this).

Bob Pullen
Plusnet Product Team
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adamwalker
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

No worries Bob! the notes from your previous echat helped me get understand the issue and gave me the "ammo" needed to push back so cheers. Agreed, no appointment should be needed so I'll keep pressing on

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 Adam Walker
 Plusnet Help Team
dvorak
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Re: 39 Days (and counting) after Confirmed Activation date - still no Internet


Moderators Note


This topic has been moved from Full Fibre to My Order

Customer / Moderator
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If it fixed it click 'This fixed my problem'
lukaszf7
Hooked
Posts: 7
Registered: ‎09-12-2022

Re: 39 Days (and counting) after Confirmed Activation date - still no Internet

Just a quick update on the thread:
Internet now confirmed by Plusnet as working... 78 days after the confirmed date.
After all, all it needed was remote activation 😕
Will be on the phone to discuss compensation.
Please close this thread.