Bought new contract with Plusnet, then advised full fibre not av, looked on Open Reach, it is!

[#1]

as above, i had paid contract, O/R engineer booked,, had to change carer day ,and other inconveniences. I luckily had to ring to advise them on something, when they advise me i wasn't able to have full fibre, and it was only 'on demand; at the moment.

I left it there and relectantly planned to stay with my supplier, but just checked and on O/R postcode finder, it says it is available!

I then have repeatedly asked to speak to a senior manager complaints team, so they could speak to /OR(other suppliers freq do) and basically cut off, I wanted to rtn to Plusnet as i was with them years, but i now think something has happened with the company

Only thing i can think of, is that you can pay O/R just to do the FF install, not sure.

Oh and there is no way of contacting O/Reach

[#2]

Moderator's note:
Thread moved from Broadband to My Order 

[#3]

@Rhetorik2018 

What does the following Checker say.

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

You're looking for WBC FTTP in the left hand column and Available to the right. There should also be a narrative below the results window about the install if WBC FTTP shows up.

Brian

[#4]

Hi, i think the C/Service thought that 'on demand' meant it wasn't in my area yet!

i have already done the P/Code checker, and yes it says it is available,plusnet is also allowing me puchase a FF package again! This is a really unprofessional state of affairs and i want to escalate it, its clearly happening to others.

wont post on other page now, just here

[#5]

Hi, i think the C/Service thought that 'on demand' meant it wasn't in my area yet!

i have already done the P/Code checker, and yes it says it is available,plusnet is also allowing me puchase a FF package again! This is a really unprofessional state of affairs and i want to escalate it, its clearly happening to others.

wont post on other page now, just here

[#6]

Sorry, your checker is different than the one I used, i dont have any of that info, phone line, etc.

[#7]

@Rhetorik2018 

Use the Address version if needed. Entry your post code only and select your address from the drop down list.

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

Brian

[#8]

It says yes, it is available,a nd has prioriyty, this is appalling by P/net

how can i make a complaint to plusnet, i want compensation for the extra OOC payment i had to make

[#9]

@Rhetorik2018 

If you can post a screen image fo the results plus narrative (after hiding your details) that would be helpful. To do so (after saving the image to your PC) click on the link ablut the text reply that looks like this.

The PN system basically uses the same Checker as we use (it might hacv a bit more information). If it says Yes, then PN accept the order. If it says no, then PN reject the order. A FTTP install appointment is always provisional until OR confirm they are available - you get a confirmation of date e-mail.

Even on the day, problems can be found which results in a delay or cancelled install.

As for complaints there is a form somewhere on the PN site - I just don't know where.

Brian

[#10]

I spoke, this time, to an excellent C/S member, yes it, F/F,  is available, yes they should have answered my complaint, yes, they will sort something out for any extra costs, yes they will escalate my compaint, and speak to O/R

tx for help

[#11]

@Rhetorik2018 

 i think the C/Service thought that 'on demand' meant it wasn't in my area yet!

I am interested to know, when you used the availability checker which did you see

 

or

[#12]

"On demand" means available with a very substantial customer payment.

Have a look at

https://www.cerberusnetworks.co.uk/connectivity-broadband/fibre-demand#

[#13]

That was mistake by P/Net, i an fully eligible for Full Fibre, will receive Snr Manager apology, etc.

Can iask how much FF 150 goes up easch years, should be in ad but doesn't seem to be

[#14]

@Rhetorik2018 all broadband products increase by £3/yr. Its detailed here https://www.plus.net/help/legal/about-annual-price-changes/ from the main link https://www.plus.net/help/legal/price-guides/