Broadband product change
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Broadband product change
04-09-2017 2:30 PM - edited 04-09-2017 2:30 PM
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Hi
Fibre finally became available on my cabinet so I placed an order to change products from Unlimited to Unlimited Fibre Extra. Order went through and it confirmed that it will change over on 4th September 2017 (today). I got an email from Plusnet this morning saying "Your broadband product change is now complete" and if I login to the Member Centre my order status shows "Complete" and if I view Order Status everything is ticked.
However, my ADSL connection is still working and active - and if I try connect using my VDSL modem (PPPoE) nothing works.
So I'm a bit confused why Plusnet are telling me my fibre connection is active and working when it doesn't seem to have been switched over yet (I'd expect the first sign would be my ADSL PPPoA connection to stop working)?
Re: Broadband product change
04-09-2017 2:32 PM
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Re: Broadband product change
04-09-2017 2:36 PM
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I understand that. What's confusing me is that Plusnet are telling me it's all done. Under View Order Status is
Broadband order |
Your broadband is now ready to use. |
Surely they shouldn't be telling me it's all done until they are confident that it is actually all done?
Re: Broadband product change
04-09-2017 2:42 PM
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Hello there.
So I'm a bit confused why Plusnet are telling me my fibre connection is active and working when it doesn't seem to have been switched over yet.
We'd change your account over to fibre in anticipation of the work completing the same day. Sorry about the confusion caused by the wording of the email. We'll get feedback passed on about that.
(I'd expect the first sign would be my ADSL PPPoA connection to stop working)?
Yep.
It can take until midnight to complete.
Whilst this is true, it doesn't actually look like the order made it over to our suppliers systems. I've manually put the order through now and we'll shortly confirm when your fibre service will activate via this ticket
I'd expect the order to complete before your next bill date and as we bill in advance for your services, I wouldn't expect you'd be paying for a service you're not yet getting. Sorry for the inconvenience caused.
Anoush
Re: Broadband product change
04-09-2017 2:48 PM
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Thanks Anoush
Sigh, I really don't know why I expected this upgrade to go any smoother than my last 2 (https://community.plus.net/t5/Plusnet-Feedback/A-tale-of-woe/m-p/1066593).
Re: Broadband product change
04-09-2017 3:19 PM
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Another sad tale of PlusNet's/BTs broken ordering systems letting us down, will they ever put it right? My fibre upgrade was delayed by about 19 weeks after I received the pointless e-mail telling me my product change was complete, unfortunately although the checker showed fibre available and allowed an order to be placed BT had neglected to connect the fibre from my cabinet at the telephone exchange!
Re: Broadband product change
04-09-2017 3:22 PM
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Re: Broadband product change
06-09-2017 3:56 PM
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Hopefully I find out soon when (IF) the order has been placed/accepted...
"Our Support Team will provide a further update soon" - 2 days later still waiting
Re: Broadband product change
06-09-2017 4:07 PM
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Re: Broadband product change
06-09-2017 7:25 PM
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@Gandalf That doesn't sound good. In message #4 above you stated " it doesn't actually look like the order made it over to our suppliers systems" The question is why and is anything being done to sort it out, agent error, automation failure seem to be increasingly common on many ordering disasters lately, it just makes PlusNet look incompetent. I fully understand that is probably only a small proportion of orders that do go wrong but they are the ones that get shown up on the forum. As for your suppliers failings and blatant delaying tactics words fail me, (they would certainly be censored):smiley:
Re: Broadband product change
07-09-2017 1:06 PM
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Re: Broadband product change
27-09-2017 11:44 AM
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So the good news. My fibre order went through.
The bad news is that I have exactly the same down speed as I had before. My up speed has increased though.
Could there be some setting/cap on my account that needs to be removed that is restricting my sync speed to ADSLv2?
Re: Broadband product change
02-10-2017 3:17 PM
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