FTTP activation date changed?

[#1]

Hello,

I was expecting an engineer visit to activate FTTP yesterday (18/11/22) but noone arrived or communicated. Been on the Plusnet phone helpline queue for over an hour, no success; chat could only help with new customers. Helpline closed today for this kind of issues. Is anyone from the community able to have a look, please?

Thank you,

[#2]

Help line closed - that sounds odd.  The support line is open every day - exactly what were you told?

No one from the community can look for you, as your question needs staff assistance who are decidedly thin around here, even on weekdays.  You might though gain some insight to what is going on by looking at the order process tickets on your account.

Open another browser tab, log into the member centre here https://plus.net flip back to here and click on the PN Ticket link below.  Check any open ticket and those closed recently - you might need to change "Closed in the last 7 days" to 30 days.

[#3]

Thank you @Townman.

Automated telephone helpline just says that the team looking into issues like mine are only available weekdays.

There is nothing in the ticket system and the order tracker says 'no open orders currently'.

At least I got internet, it is just a hassle having to take time off work again.

Have a good weekend.

[#4]

Hi @enas, I'm really sorry about the delays to your order. 

I've just looked into this for you and need to reply with some account sensitive information so I've added an update to your account and have sent you an SMS. 

[#5]

Hi @adamwalker,

Thank you for looking into this.

As you probably know, since my first post I have contacted plusnet support via phone. There was no engineer visit on the day, I was home and waiting for them. Your colleagues have confirmed this with openreach and you can see it in the support ticket; so I don't know what is the reason you were told that the engineer arrived but noone was in.

Not sure where and how I need to respond with the account sensitive information. Shall I update the ticket?

Thanks,

[#6]

Yes.

Second thread I have seen recently where BT Openreach claim to have attended claimed but no one was in.

Superuser citation

This topic has been cited by one of the Superusers; the purpose of which is to provide a note for information which might help to focus continued discussion (but might not result in a staff response).

[#7]

Hi @Townman 

It seems like they have told different things to different people.

@adamwalker What information is required, please? Not very clear from you message.

Thank you,

[#8 · Accepted solution]

Hi there, I've just checked back on the ticket and can see we've booked in a new appointment with you so I've just added another response to confirm that with you. 

Do give me a shout if there's anything else we can help with. 

Adam

[#9]

Thank you @adamwalker 

Full fibre now activated. Seems to be working OK.

Looking at the member-centre page: new contract started back in October? Does the contract start when it is ordered?

Anyway, now waiting for the next bill; prepaid a month for the old contract which was expiring on 09/12/22; also would like to see if the automatic compensation scheme works for the delayed activation date (it worked for the missed appointment).

Thank you for your help,

[#10]

Moderators Note

This topic has been moved from Full Fibre to My Order

[#11]

Hey @enas,

I'm really glad to hear that this has been connected now! Regarding the Auto Comp Scheme, this will take affect in the next 15-30 working days, if you haven't heard back from us within that timescale, just drop an update onto the thread and we'll pick this back up for review as soon as possible

[#12]

Hello @TheMightyAJ and @adamwalker 

I haven't heard back about the Auto Comp Scheme yet, It has been more or less 30 working days now.

Does it work for delays in starting a new service? Does it apply only when switching suppliers or even when staying with the same supplier and changing product? e.g., changing from broadband to full fibre?

In my case: FTTC was meant to be activated on 18/11/2022 but that wasn't done until 02/12/2022.

Thanks,

[#13]

Hi @enas

I'm sorry to hear this wasn't applied.

I've added it manually for you now and you'll get an e-mail confirmation within the next couple of hours

[#14]

Thank you @MatthewWheeler.