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Existing service ceased before new fibre install has taken place

Stim
Hooked
Posts: 9
Thanks: 4
Registered: ‎31-12-2016

Existing service ceased before new fibre install has taken place

I've been a customer with PlusNet for the best part of 15 years and I've recently moved property.

To shorten this story, moving the service to the new home didn't go smoothly and I was without Internet for 7 or 8 days despite ordering it weeks in advance. I also had a static IP, which whilst I was assured I would keep it in the process, it ended up being allocated to another customer and irretrievable. I work from home and rely on this connection - my client base whitelists my IP, so combined with the loss of Internet connection, this caused me considerable grief. Mobile/4G signal here is fairly poor and so I had to make alternative arrangements for working to get me through that period. This is just the pre-text to my actual issue now so I'll move the story along.

 

Following the delayed install of FTTC at the new property, I now wanted to take advantage of full fibre. I didn't order this initially as I was told that the lead time would be too long. With the service fully installed, I placed the order for full fibre with PlusNet on 28th November.

A sub-contractor of Openreach came to the property expecting to just run an overhead fibre to the property, as they had my existing install of the line as an overhead run. After a look round, it was evident to the engineer that this wasn't the case and that my existing install was a direct-in-ground installation, where no duct was present. Furthermore, an overhead installation wasn't suitable due to line of sight issues with the existing telegraph pole outside the property. We agreed that a dig was likely needed and he went away to update the case notes.

I then had another sub-contractor visit (which ended the same way) and then another Openreach engineer, who managed to put me in touch with his manager who came out and discussed the installation.

We again agreed that a dig was needed - they chalked up the path for the installation. I offered to run the fibre internally as I wanted the install in a specific spot - they gave me a coil of single mode fibre which I ran for them to the point agreed. That was around two weeks ago, and I got notification from PlusNet that I was due an update was due by 27th Feb. No issues there, I wasn't in any rush to have the new install take place given that I already had existing broadband.

That was of course until yesterday at 2pm, when my phone line went completely dead.

I deal with service providers on a daily basis as that's part of my job. I had a sinking feeling that the line had been ceased too soon and after calling the landline directly, got the dreaded "your number has not been recognised" message.

After calling PlusNet, it seems that this was the case, even though it doesn't sound like they've been able to strictly confirm it.

I've dealt with a couple of the customer service staff, some more helpful than others, but none that seem to want to treat my issue as urgent. One chap even outright refused to escalate my call.

The message I have right now is that I need to wait for an update on the 27th so that it can be reviewed. A visit from an engineer to install my ONT has been booked, but I tried to explain that that will not do any good if there's no fibre connected. I've been told that PlusNet have no way of contacting Openreach direct and that there's no committed date for installing the new service. I was also told that there's no way they can reactivate my old line, which seems an interesting statement when they really don't seem to know what's going on.

In short, existing broadband ceased without warning, no promise of any date of being able to deliver the new service and a dig required to complete which may or may not involve some work across the road. No willingness to provide any real escalation or do much other than wait to see what happens.

I work remotely, as does my wife. To put things bluntly we are both up the proverbial creek. We will be struggling to work over a limited 4G signal on PlusNet mobile until we can make arrangements to work from another location. I've had to pay £15 to increase my data cap, but will expect that to be reimbursed.

This will ultimately result in us losing work and hence income. I'm looking at contingency with a KCOM installation right now - I honestly didn't think I'd hit these issues as PlusNet have given me a solid service at my previous addresses.

If anyone can take ownership over this situation and give me clear expectation of where we're at, and how long we are going to need to wait before I get an Internet service back, I would appreciate it please. The customer service experience I've had over the past 3 months has been lacking to say the least.

 

6 REPLIES 6
Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: Existing service ceased before new fibre install has taken place


Moderator's Note

This topic has been moved from Broadband to My Order

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adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,847
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Registered: ‎27-04-2007

Re: Existing service ceased before new fibre install has taken place

Hi @Stim I'm really sorry about all the issues you've mentioned here. I've sent you a PM so please reply back with your username when you can. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Stim
Hooked
Posts: 9
Thanks: 4
Registered: ‎31-12-2016

Re: Existing service ceased before new fibre install has taken place

I've replied, thanks for your response.

Stim
Hooked
Posts: 9
Thanks: 4
Registered: ‎31-12-2016

Re: Existing service ceased before new fibre install has taken place

This is poor at best. I was due a call back from customer service today at 1pm with an update, which didn't happen.

 

Whilst I've had a response from Adam, I'm still in the same situation where I have no expectation around when my service will be restored. PlusNet seem to lack any form of control over the delivery of these orders and communication with Openreach is evidently lacking. I'm pursuing options with other providers right now who actually have their own infrastructure in my area as at the moment I don't know if it's day or weeks before my order is activated.

 

How nobody knows what's happening here is beyond me. You're effectively selling a service on the promise that a third party will deliver and maintain it.. do you not hold them accountable in any way? Where are the SLAs here?

Stim
Hooked
Posts: 9
Thanks: 4
Registered: ‎31-12-2016

Re: Existing service ceased before new fibre install has taken place

Unfortunately after receiving no update which was promised from Openreach today, I've chosen to cancel my contract and go with another provider which doesn't depend on them.

It's a shame that we've reached this point as my service with plusnet until recently was solid, but it is evident that accountability with the service is completely lacking. No willingness to treat this with any urgency and ultimately out of control of what happens.

Contract for the existing service was terminated free of charge as they were unable to reinstate it. Contract for the new fibre service ceased as it has been 3 months since the initial order.

Compensation due on many fronts - delayed order, lack of service and also being charged for full fibre since my original order - all being dealt with.

We will switch to another mobile provider also as a result.

All the best.
jgb
Champion
Posts: 796
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Registered: ‎01-08-2007

Re: Existing service ceased before new fibre install has taken place

Unless OR and their retail ISPS can sort this type of mess out I can see those organisations losing a lot of business to other network providers and their retailers. This will especially be the case if the only way to ensure continuity of service is to order a new install of FTTP and only terminate the existing service once that is up and running. OK, this mitigates against mid-contract upgrades to FTTP where early temination charges may be waived in-house but some other providers are offering to buy out ETCs if you move to them.

This issue is increasingly reported and is something OFCOM need to look at, but what are the chances!?