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How long do I wait??

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Hooked
Posts: 6
Registered: ‎21-12-2018

How long do I wait??

I am beginning to regret getting in touch on the 2nd of this month to change over to fibre. I received the router a couple of days later so silly me thought everything else would be completed just as quickly.

Now, three weeks and four phone calls later I am non the wiser as every time I speak to someone they tell me it’s another department which is very annoying after waiting for over an hour each call.

I would like to know from ANYONE who has the answer ....how long is too long???

Thanking everyone in anticipation

Phil

8 REPLIES 8
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Moderator
Moderator
Posts: 23,671
Thanks: 4,114
Fixes: 1,059
Registered: ‎11-01-2008

Re: How long do I wait??


Moderators Note


This topic has been moved from Fibre to My Orders

 


 

Customer / Moderator
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If it fixed it click 'This fixed my problem'
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Plusnet Help Team
Plusnet Help Team
Posts: 1,327
Thanks: 234
Fixes: 52
Registered: ‎07-12-2017

Re: How long do I wait??

Hi @Pauper123, I am sorry for the issues you have experienced. Your Fibre order has complete, but testing the line has detected a phone fault.

 

I've raised this to our suppliers and created a fault ticket you can view here.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
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Hooked
Posts: 6
Registered: ‎21-12-2018

Re: How long do I wait??

Thank you but the link doesn’t work and the only ticket on show is the one from the 11/12/18

Regards,

Phil

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Community Gaffer
Community Gaffer
Posts: 5,174
Thanks: 1,443
Fixes: 253
Registered: ‎25-03-2015

Re: How long do I wait??

Sorry Phil, please disregard the previous response as I think it may have been intended for someone else.

 

Unfortunately it looks like there's currently a data mismatch somewhere in Openreach or BT Wholesale systems which is causing the incorrect postcode to be assigned to your phone line and this is preventing us from placing the modify order from ADSL to Fibre.

 

I've raised this with our suppliers to correct the issue and I'm monitoring this via a ticket on the account Here.

I'll make sure the order is placed as soon as possible and get an order in place as soon as we're able to for you.

 

I do apologise for the poor communication on this causing delays. Thank you for your patience.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
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Hooked
Posts: 6
Registered: ‎21-12-2018

Re: How long do I wait??

Hi Harry,

Thanks for doing this .

 

phil

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Community Gaffer
Community Gaffer
Posts: 5,174
Thanks: 1,443
Fixes: 253
Registered: ‎25-03-2015

Re: How long do I wait??

No problem, hopefully we're not waiting too long for the records to update.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
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Hooked
Posts: 6
Registered: ‎21-12-2018

Re: How long do I wait??

I was contacted two days ago by a Openreach engineer who said they would do the switch yesterday now that they had the correct details . As per usual that day has come and gone without any notification from anyone so I presume we’re back to square one.

Anyone want to elaborate?

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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: How long do I wait??

Hi Pauper123@

 

We're really sorry that you are experiencing a technical delay.

 

I have chased this up for you today and updated your complaint ticket here

 

Kind Regards