Fibre

[#1]

It's almost funny, I actually took a photo on 22 may showing the ONT with it unique number code, green light on, PON flashing green slowly and forwarded this to Plusnet. I thought this might help, uh no it didn't.
Furthermore, I am not kidding, when OR arrived for the installation they came with 4 vans and a manlift, 6 people working for a few hours. To not have paperwork for all this is just unbelievable really. Anyway, just received the full fibre bill for June, no failure here..

[#2]

FTTP Bill for June (payment in advance).

Is this an upgrade of an existing Plusnet service or are you a new Plusnet customer?

• For new users, the first 'proper' bill should not be raised until the first month anniversary of the service go-live date (as the first month is paid for by the up front payment)
• For existing users, the CURRENT service should be billed as normal until the FTTP service has gone live

If you are being billed for FTTP whilst still on the old service, something has gone wrong, as that would suggest the service was thought to have gone live.

Are you sure that the billing is for FTTP, not the olde service at the out of contract rate?

@Marsh - was this aspect of billing reviewed please?

[#3]

@DDB I'm sorry to hear of the issues you are going through with the service installation and would like to reiterate our earlier apologies. 

I just looked into this and I can confirm the latest bill is not for the new connection, please note that for any Full Fibre bill it will always be stated as Full Fibre 74/145/300, etc depending on the package chosen. 

I hope this helps

[#4]

I am billed £29.62 per month. My contract is for full fibre @ £27.99
I know of course that pricing is not standard and new customers are charged less (as advertised)
Right now I am still on copper to cabinet and as it seems this will continue for the foreseeable future I guess

[#5]

Can't wait to see what Plusnet is going to tell tomorrow (if they do) Yes, of course I am sinical but I guess one gets to that point after a few months of BS.

[#6]

And no, they didn't contact me, i guess deep down I didn't expect a call or email update as this whole sorry saga is so embarrassing. I can't really call customer service either as that adds to further non answers. I've now heard them all and frankly, I slowly think we're in a deadlock.

[#7]

Would suggest sending photos of your setup on your PlusNet ticket - and then insist that the photos are sent to OR with read-receipts.

Evidence I have a CSP, evidence I have an ONT, now no more excuses !

I found that even the OR 'escalation' level still just look at the screen that says 'No' and tell that lie back to Plusnet staff.  Other non-BT group ISP seem more aggressive when dealing with OR while too often PlusNet take whatever 'big brother' tells them as the truth.

[#8]

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@mwwagain wrote:

... while too often PlusNet take whatever 'big brother' tells them as the truth.

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Unless there has been a drastic change, we need to be mindful that ISPs dealing with BT Openreach are using the Indian call centres ... which (somewhat down to cultural dispositions) cannot think outside of the scripted box.  Couple to that OR's proscriptive rules on what can / cannot be escalated and when and it becomes a devil of a job to kick BTOR into a responsive commercial world mindset.  Sadly the historic GPO Telephones' "the customer does not matter" behaviours live on within Openreach.

It is quite damming that other cases similar to this have only been resolved by the end user emailing their experience direct to the CEO of BT Openreach.  I've done this in the past, related to outright lies being told to Plusnet by BTOR to explain away a 3 month delay in installing a circuit.

[#9]

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@Townman wrote:

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It is quite damming that other cases similar to this have only been resolved by the end user emailing their experience direct to the CEO of BT Openreach.  I've done this in the past, related to outright lies being told to Plusnet by BTOR to explain away a 3 month delay in installing a circuit.

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Mine took a slightly different route as I complained to the Scot-Gov R100 programme (as I am a subsidised rural FTTP) taking the deliberately obtuse angle that if OR say they have not done the job their end it must be true - but R100 have paid OR to do the job and OR signed it off to get paid.

As documented elsewhere, OR area management then called me inside 24 hours and installed next day which was Good Friday.  All despite the system still telling the installer not to turn up !

[#10]

Yes folk its still the same issue. Nothing changed but a letter in the post today telling me that I can now complain to the ombudsman. I really want to do that as this I guess will further confuse all parties involved involved with time consuming back and forth.
I doubt my own sanity here, it is not rocket science yet no one seems to have a structured answer. Yes the same line comes up, "we have escalated it to the chief engineer" This person must be on an extended holiday as he has been "escalated" for weeks now.
I have suggested, send an engineer just to confirm what I have been saying for the last month. The ONT is on and pos flashing green. Nope, lets go to the ombudsman 🤔

[#11]

@DDB 

Is that a letter from Plusnet?  If yes, then that somewhat implies that Plusnet has exhausted all avenues made available to an ISP by BTOR.

I know from personal experience that writing to the CEO of BT and BTOR, opened BTOR doors which had been kept resolutely closed to Plusnet

[#12]

Yes it's a Plusnet letter. I really hoped that it would not be necessary to travel this route as I my books, this 'problem' is so blatantly easy to resolve.
The funny part is, I have spoken to one of the field engineers who was part of the installation team. He lives in the next village, in short, he thinks I was telling a joke.

[#13]

Yes, I've heard of field engineer despairing of the 'back at the office' "management" team capability.  Fast tracked graduates who know everything about not very much!

Your best course of action would be to email the CEOs of BT and BTOR asking for DSO intervention.

[#14]

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@DDB wrote:
 Yes the same line comes up, "we have escalated it to the chief engineer" This person must be on an extended holiday as he has been "escalated" for weeks now.
I have suggested, send an engineer just to confirm what I have been saying for the last month. The ONT is on and pos flashing green. Nope, lets go to the ombudsman 🤔

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That is exaclty where I was at, 'the chief engineer' - although that really means the work planners one level above shovel or crimp tool wielding grade.

They will never send anyone out, no matter how much the OR 'escalations' badger them, simply because they know they have already done the job.  It is just possible in your case they didn't quite finish, but might that be best addressed as a 'line fault' ?

[#15]

The level of the contractural agreements would be such that they (in India) are disabled from thinking 'outside the box'. Anything 'off script' is not permitted as it calls the ability of other people into doubt. Anything 'off script' may incur financial penalties.

I will note that such is not peculiar to BT.