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JL/Plusnet ceased without warning although no date for new Plusnet Fibre install completion

SueW1
Hooked
Posts: 8
Thanks: 9
Registered: ‎23-02-2023

JL/Plusnet ceased without warning although no date for new Plusnet Fibre install completion

Posting again as this is NOT FIXED, although previous post says it is!
JL broadband/Plusnet have ceased my broadband contract even though my new Plusnet full fibre contract isn't live and probably won't be for some time. I am now without broadband indefinitely. I have been given a credit to buy BT Hotspot but it will not work from my address. This is very unsatisfactory. Emma from tech support and Rachel from early life (?) were as helpful as they could be, but I am extremely dissatisfied that I was cut off early and now have no broadband for an indefinite time.
2 REPLIES 2
csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 333
Thanks: 128
Fixes: 25
Registered: ‎01-12-2020

Re: JL/Plusnet ceased without warning although no date for new Plusnet Fibre install completion

Hi @SueW1 

 

Thanks for reaching out, I'm really sorry you're experiencing a delay with your Full Fibre order. 

 

I've been checking your order over and can see that when an engineer originally went out, they marked this down as a complex installation as the cable would need to go through the tress and there is an electric cable running in front of the property. So a new route would need to be found which could involve installation brand new infrastructure in general to connect you. 

 

What's been happening since this, is that other engineers have gone out to survey and put forward a plan of action on how you'll be provided the service. This was agreed upon and now permission from the land owner is needed to complete the tree cutting and the work that is needed. 

 

This is where the most of the delay is coming from, Openreach are unable to cut down the tree needed without the land owner giving their permission and so far no permission has been granted as they've not heard anything back. They're pushing for a response and we're due to be having another update on the 03/03/23. 

 

Due to the amount of time this has been on going for, I'm going to escalate the case with Openreach. However, I would ask to keep in mind that if the land owner continues to not provide permission, this work will continue to be delayed. 

 

Once the orders have completed, you will be entitled to auto compensation which will credit you back £5.25 per day for a maximum of 60 days. This is applied to your account 30 days after the activation has completed. For more info just visit here

 

With the automatic compensation and extra credit that's already been promised, I'd advise to use this towards temporary data in the meantime so you can continue to browse online. There's a few different things you can pick up like Mi Fi devices, dongles or unlimited data sims.

 Curtis Smith
 Plusnet Help Team
Mav
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Re: JL/Plusnet ceased without warning although no date for new Plusnet Fibre install completion

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