Complaint Regarding broadband

[#1]

Hi
I have signed up to plus net and received my router last week ready to install on 14th October when I move into my property, when I phoned to sign up I was told that it would be connected on 14th and would not need an engineer to visit as I would be sent a confirmation that it has been activated, yesterday I received an email to say that my broadband will be connected on 23rd, this was not agreed and I was assured that on 14th I would have access, I called someone yesterday and he explained that it is due to open reach availability, this will leave me with no broadband for 8 days, I work from home and to me it is essential that I have it on the date stated, I am not even awaiting an engineer visit, as a new customer this is not a good start and I am not happy with this, I very rarely complain but I feel that I need to, I would like my broadband activated on the 14th, I would not hand signed up to plus net if I would have been told that it wasn’t possible on 14th, please can you resolve this for me as a matter of urgency as I feel very disappointed with the service that I have been given.

Kind Regards


Tracey Starkey

[#2]

@tray What service are you taking - Fibre To The Cabinet or Full Fibre?

[#3]

Full Fibre

[#4]

Thanks. I assume there is an ONT installed on the property, in which case it would be a 'remote activation' and should be achievable on the specified date.

You can either ring in and ask why the date has been moved, or, hopefully, one of the Help  Team will pick this topic up and investigate for you.

[#5]

@tray if there is an ONT already installed, was it left powered on ?

As part of the 'remote activation' ordering process, the connection to the ONT is tested. If this fails, then the order is changed automatically to 'engineer required' which then makes it subject to Openreach engineer availability.

[#6]

I was about to ask that question, @MisterW  .   @tray do you have access to the property to check if the ONT is powered on?

[#7]

Yes it’s just remote activation thats needed, thanks for the information.

[#8]

So, the ONT is switched on?

[#9]

Hi Tracey

I suspect from what you say is that Openreachs systems say that there is already Fibre installed at your new home, which is why it could be activated pretty quickly.  Plusnet will have then placed your order with Openreach who will have then tested the connection.  It sounds like that test has failed, which is why an Openreach engineer is required to come and do the install, which is why it is delayed.

There are 3 potential reasons for this to fail:

1. The current resident has powered the ONT (the Openreach box that the fibre plugs in to) off.
2. Someone has removed the ONT
3. The fibre has been damaged

If it is for number 1, if you can get someone to turn it on, then Plusnet may be able to get Openreach to retest and get you activated sooner.

If it is because of number 2 or 3, then an Openreach engineer will definitely be required and you would be at the mercy of their availability.

Do you have a confirmed date from Plusnet?  I suspect not, as that usually comes when Openreach accept the order, which is probably set as the 24th, with the 14th only being a provisional date.  If the 14th was a confirmed date then you'd be eligible for automatic compensation for the delay.

You would be in the same situation with any ISP who was supplying your connection via Openreach.  An Alt Net (if one was available) would have different timelines, and would be based on their engineer availability rather than Openreachs.  If may be shorter or longer.

Edit: Sorry got distracted whilst typing, and there's been plenty of other posts in the mean time!

[#10]

BT Engineer availability is not something which is under the control of any ISP.  If BT does not have engineers available, they are not available.

Where one chooses to use a residential service for WFH it would be prudent to have a fall back plan for service non-availability.  Do you have a fallback plan?  Can you go work in your employer’s premises?

If you are self employed then you should note that the T&Cs you agreed to prohibit running a business over the residential grade service.

[#11]

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

[#12]

Hi @tray 

I am sorry to learn of the issues you have been experiencing. Upon reviewing your account, I can see you have been in touch with a member of the support team nevertheless to give you a brief rundown, orders which are submitted to Openreach are subject to engineer resource and availability in your area, notwithstanding that it should have been made clear to you at the point of sale that we are unable to commit to specific installation dates until Openreach commit the order.

Please accept my most sincere apologies for any confusion and inconvenience caused. Should you have any further queries then please do not hesitate to reach out.

Thanks

Lee

[#13]

So, @lahbrannan1 , do we deduce from that that there is no ONT in the property, or that ORs tests have indicated there is one, but it is faulty/not switched on? Sorry, just trying to get my head round this.