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Fibre upgrade - no completion date

FIXED
dom2021
Newbie
Posts: 2
Thanks: 1
Registered: ‎15-01-2021

Fibre upgrade - no completion date

Hello.  I requested an upgrade to fibre broadband on 29th December 2020 and I'm still waiting for a completion date!

There was a problem with Openreach which was fixed on the 8th January 2021.

Then I was told on 21st January that the order had been placed and I would be given a completion date within 48 hours but I'm still waiting!

"The reference for this order is: 4-853364240593"

Any help would be appreciated.

Thank you,

Dom

3 REPLIES 3
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,248
Thanks: 5,921
Fixes: 986
Registered: ‎21-04-2017

Re: Fibre upgrade - no completion date

Fix

Hi Dom, I'm really sorry for the issues and delay with your fibre order.

I've checked your order and I can confirm it's due to complete tomorrow.

We haven't ordered your new router yet so I've done that now we'll get in the post as soon as we can. Unfortunately it's too late to stop or delay the fibre order from going through so if you don't have a fibre capable modem router you'd likely be without service until you've received ours. 

I'm taking personal ownership moving forward so I'll follow things up with you once you've got your router and I'll be happy to offer some credit as a goodwill gesture for the inconvenience we've caused. I'm not in the office from the 4th for the rest of the week so I'll follow up on the 8th.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
dom2021
Newbie
Posts: 2
Thanks: 1
Registered: ‎15-01-2021

Re: Fibre upgrade - no completion date

Thank you very much Gandalf!

 

Dom

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,248
Thanks: 5,921
Fixes: 986
Registered: ‎21-04-2017

Re: Fibre upgrade - no completion date

No problem Dom, just to follow things up here. I'm happy to see your router arrived in the end before your fibre order completed and we've transferred your phone across to this morning as well. 

Let us know if there are further issues or anything else you'd need help with.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team