Fibre

[#1]

Interesting and comical. Full fibre ordered on 12 March. No further communication untill 21 May when OR turned up with 4 vans and 6 people. Installed everything including ONT they left with, all done. Today its the 3rd of June, Plusnet still saying they don't know when OR will install and connect. The ONT is on, great light, the pond is slowly flashing. Still, Plusnet doesn't believe that it is completed. Weekly calls but getting nowhere.

[#2]

Moderators Note

This topic has been moved from Full Fibre to My Order

[#3]

---

@DDB wrote:
The ONT is on, great light, the pond is slowly flashing. Still, Plusnet doesn't believe that it is completed. Weekly calls but getting nowhere.

---

In which case, BT Openreach have not provided the confirmation back to the ISP that they have completed the installation.

In the order confirmation emails, did you receive a CONFIRMED date for activation?  Knowing if you have a CONFIRMED date (rather that one with the associated words "we aim to...") might also inform if the automated compensation scheme is applicable for delayed installation.

In your communication with Plusnet, have you advised that them that ONT is lit and flashing?

Is the router plugged into the ONT?

What colour light is showing?

Have you checked the router settings to see if your account name has been configured?

[#4]

Plusnet is saying that they have no knowledge of OR installing the fibre. No communication from OR, they simply showed up and luckily I was at home. They pulled cables, had a manlift for the pole, fitted the outside box, spliched and pulled a cable into the house (drill) fitted the ONT that ever since is on green light with the pon slowly flashing green.
As i still have copper that works I didnt connect the cat cable yet but waiting for Plusnet to tell me. However, despite numerous of calls, Plusnet doesn't seem to believe me when I state that the installation is complete.

[#5]

with the pon slowly flashing green.

PON should be steady green. If it's flashing that would indicate that the install isn't fully completed yet

[#6]

I understand that but the issue isn't so much the pon green flashing but the fact that Plusnet is clueless about the fact that I have an ont in the first place. According to Plusnet the installation is still waiting. Obviously the communication between Plusnet and OpenReach is not working. What's more, despite Plusnet's escalation no-one seems to have a clue..

[#7]

I suspect the problem is that Openreach's systems say that its not installed, probably because the engineers who did the work havent signed it off as complete. The computer says 'its not installed' , so it cant be !! Until the left hand in Openreach talk to the right hand , they will continue to tell Plusnet . 'its not installed'

[#8]

Good news, OR and Plusnet have agreed that the fibre installation at our house has been completed. One hiccup, they are waiting for a fibre trained technician to complete the install at the exchange end. I don't dare yet to hold my breath 😜

[#9]

That is good news.
So, if they are awaiting an engineer to do some work at the exchange, the whole fibre network serving your area must be off line.
Definitely don't hold your breath.

[#10]

The promised update on the 9th or 10th June didn't happen. Unless that is I'll be contacted tonight. So, we'll muddle on, tomorrow is the 3 month anniversary of the start of the order, oh and 3 months paying for full fibre and the silence indicates that the end is not in sight. I feel sorry for the customer service as the obviously are as in the dark as I am.

[#11]

---

@DDB wrote:
Good news, OR and Plusnet have agreed that the fibre installation at our house has been completed. One hiccup, they are waiting for a fibre trained technician to complete the install at the exchange end. I don't dare yet to hold my breath 😜

---

As @mystreet1 says above, that doesn't sound credible, unless everyone in the area is in the same boat - FTTP  doesn't have an exchange connection, as such.

[#12]

@jab1 

Good to see you back...

... indeed 'as such' - if it did one would have thought many users in the area would have no connection.

[#13]

@Townman  - thanks.

As you say, there would be many disgruntled users - presumably all those on the same 'head--end' exchange.

[#14]

Hey @DDB,

I apologize for the delay with your order. Unfortunately, the records on Openreach's end have not been updated, which is causing them to advise that they still need to install the Optical Network Terminal (ONT). I can see that our Customer Assistance Team has received an update from our case handler. They have escalated the issue further with Openreach's Chief Engineering Team. Once we receive a response from our case handler, our Customer Assistance Team will reach out to you.

Thanks for your patience

[#15]

You can't make the OR excuses up -because if you do - they  come back with another one, as this sorry saga illustrates very clearly. 😠