Firstly I would like to point out this is not generally Plusnets fault but there is an issue.
5 years ago when I moved into my place, with thanks to a Vermin media engineer who had poked the Openreach cable back through the hole in the wall, Openreach couldn't install FTTC for me.
After 8 weeks of going back and forth with BT and Openreach and after they finally had permission to dig up the path and lay the ducting I was finally connected.
Fast forward 5 years and I was chuffed when an Openreach engineer working here told me all the fibre had been laid.
I phoned Plusnet as I was planning to move to either BT or EE an as they had yet to offer FTTP plus as they are all part of the BT group, I wouldn't incur any financial cost for ceasing my FTTC contract with them.
I was quite surprised when the member of customer service told me that Plusnet were going to launch FTTP the following week.
So, a week later I called in and FTTP was sorted out to be installed on 28th June.
Fantastic I thought as the ducting is there it will be easy to do.
Now the fun begins again….
A Kelly Communications engineer arrive on the said date but he couldn’t run the cable through the duct as it seemed to be blocked so he did the wiring into my place and fitted the ONT.
Before he left, he reported the problem to Openreach and he actually called me back later that day and asked if I had been contacted by them to which I replied no.
So back on the phone to Plusnet and on Wednesday 29th, I was contacted by a member of customer service who explained that Openreach were aware of the block duct and it would take their civil engineer 48 hours to investigate and they told Plusnet they would contact them on Monday 4th July.
The CS also told me they would call me back today with and update and they also sent me a text telling me to reply if I needed anymore help.
So today arrived, no call from customer service and replying to the text was pointless as I just get a generic reply saying they are unable to find the details for my query.
On the phone to Plusnet only to be told it’s due to be done on the 19th July so I asked if that is the date the duct will be sorted out and will my FTTP go live on that date and I was told a firm yes.
This date of the 19th first appeared on Plusnets systems last week before Openreach had contacted them about the blocked duct.
So far Openreach civil engineers haven’t been over to look at the problem so there is a possibility they may have to get permission yet again to dig up the path yet again.
There is more chance of me winning the lottery than there is for Openreach getting permission and lay the ducting on before the 19th.
The odd thing it that the existing ducting only carries a copper cable to my place and no other property and the diameter of the ducting poking out at the front of mine is a decent size so I’m interested in what piece of matter is causing the problem.
It annoys me having to post this because beforehand, on the rare occasion I’ve had to call Plusnet customer service they have been fantastic.
I know their hands are tied by Openreach I understand this but is it really too much to ask them to keep a customer updated.
I find it frustrating the Vermin media could have me hooked up within 5 days and I am now seriously wondering if the 500mb service for them even at a fiver a month more would just make life easier.
