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Help - what is going on with my fibre order?

Swhite
Newbie
Posts: 7
Thanks: 1
Registered: ‎17-09-2018

Help - what is going on with my fibre order?

Hi all

Fibre was meant to go live last week, it went live for about 15 minutes then disappeared. Was told it would then be delayed until today. Wasted over 2 hours on the phone trying to speak to anyone who could enlighten us. Nope can’t tell you why, but I can guarantee it will be done today, in fact they are working on it’s we speak. Clue phone call - it can’t be done and we’ll update you tomorrow.

Any chance of an explanation for this complete lack of transparency and rubbish service? How about an actual go-live date?
3 REPLIES 3
LordFoul
Plusnet Help Team
Plusnet Help Team
Posts: 779
Thanks: 87
Fixes: 31
Registered: ‎06-08-2018

Re: Help - what is going on with my fibre order?

Hi, @Swhite.

 

I'm sorry for the delay in connecting you, I appreciate your frustration at the apparent lack of information.

 

I have provided as much information as we currently have, here.

 

If you require any further assistance, please do not hesitate to contact us.

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
Swhite
Newbie
Posts: 7
Thanks: 1
Registered: ‎17-09-2018

Re: Help - what is going on with my fibre order?

Thank you for the update.

 

However, this doesn't help at all.  So there is a routing issue - what does this mean?  You are awaiting information from the engineer, when should this be available?

 

Is this usually fixed in a day, two days, a week, month, never?

 

Still a lack of transparency or useful details.  When is this due to be looked at by Openreach?

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,128
Thanks: 991
Fixes: 401
Registered: ‎01-01-2012

Re: Help - what is going on with my fibre order?

Essentially it means that our suppliers records for the line are incorrect. Normally this means you'll show as being connected to one cabinet where in reality you're connected to another.

We've been told a further update is due on Friday and we'll update you then .

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