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Just checking that install will go through

FIXED
darkpl
Hooked
Posts: 6
Registered: ‎31-10-2022

Just checking that install will go through

Hi,

 

I am (soon to be) new customer of Plus.net, moved house and placed an order

No issues so far, just wanted to double check that it's definitely set for engineer visit on the 7th of Novemebr

As the previous owner left an active line at the address (awaiting cancellation), my experience with anothe ISP was that they cancelled the order without letting me know

 

Can someone just confirm all is well and that it will definitely go ahead?

14 REPLIES 14
Longliner
Seasoned Pro
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Registered: ‎22-10-2014

Re: Just checking that install will go through

Sorry to say that no matter who supplies your internet, BT or anyone else, they can only supply your service over the Openreach network. And Openreach are a law onto themselves, owning everything from your master socket. You cannot contact them direct.

Openreach engineers have been on a series of strikes for more money so there may still be an installation/repair backlog. All Plusnet can do is arrange your appointment and like their customers hope for the best. Good luck!

 

Mike

Townman
Superuser
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Posts: 22,725
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Registered: ‎22-08-2007

Re: Just checking that install will go through

It would be wise to check the order ticket status.

In another browser tab, log into the user portal.  Return to here and click the PN Tickets link below.  There you will see a list of open and recently closed tickets on the account - they should indicate the current state of your order.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

darkpl
Hooked
Posts: 6
Registered: ‎31-10-2022

Re: Just checking that install will go through

Thank you for that, very useful tool ;]

 

The last message says below, so I am hopeful it goes through

 

Service Notification
8:33pm, Tuesday 11 Oct 2022

An update report has been received for this account.

The broadband order is being processed by the supplier.

The activation will complete by midnight on 07/11/2022.

RealAleMadrid
Aspiring Hero
Posts: 2,692
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Re: Just checking that install will go through

@darkpl  If this is an FTTC connection and you have an existing line there is unlikely to be an engineer visit to your property.

darkpl
Hooked
Posts: 6
Registered: ‎31-10-2022

Re: Just checking that install will go through

@RealAleMadridit's a full fibre order - it's all already installed (there is an ONT in the bedroom) - I have had the same issue with Talk Talk - they insisted that engineer visit is required and in the end the order got automatically cancelled for some reason

I am hopeful this time it will just activate and that will be it

Townman
Superuser
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Re: Just checking that install will go through


@darkpl wrote:


The broadband order is being processed by the supplier.

The activation will complete by midnight on 07/11/2022.


For clarity that means

 

2022-11-07-00:00:00.0

 

That is the start of the 7th, not the end of it!

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

RealAleMadrid
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Re: Just checking that install will go through

@darkpl  So it's full fibre with an ONT installed, in theory it should be a remote activation that can be carried out very quickly but for reasons I can't understand the Plusnet ordering system doesn't appear to be able to do this and you are waiting weeks for an unnecessary engineer visit.  I don't believe Plusnet have sorted out the ordering process for FTTP when there is an ONT already installed. 🙄

MisterW
Superuser
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Re: Just checking that install will go through

I suspect that PN just place an order with Openreach for FTTP. The OR system should detect that there is an active ONT and activate , rather than book an engineer. However , if the OR  system says there's no ONT it appears that there's no way to correct that other than send an engineer. There was a thread recently with a similar situation, eventually @Gandalf managed to talk some sense into OR and get them to try a remote activation despite the 'computer says no' situation.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Townman
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Re: Just checking that install will go through

@MisterW 

Sadly, there is little merit in tagging Gandalf the Grey for today he has departed to the South to meet with the White Council!

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

darkpl
Hooked
Posts: 6
Registered: ‎31-10-2022

Re: Just checking that install will go through

Got an email that the router is on the way - fingers crossed for Monday then ;]

I have had no text from Open Reach though, for the appointment, but I hope it will just switch over automatically

TheMightyAJ
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Registered: ‎26-03-2018

Re: Just checking that install will go through

Fix

Hey @darkpl

I've just had a look into this and we can see that an engineer is scheduled to go out on Monday the 7th, some time between 8AM-1PM Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
darkpl
Hooked
Posts: 6
Registered: ‎31-10-2022

Re: Just checking that install will go through

Hi all

 

Just a small update - engineer did come over indeed

He was suprised I already have an ONT, as he was expecting to install a new one

After checking the system, he had to call some internal team within OpenReach, who then deactivated old ONT, he took it off the wall. Replaced it with a fresh one, which then got registered into the system and the line got activated

 

He said that normally, the two ISPs should talk to each other and switch the line without a need for an enginner

All good now ;]

RealAleMadrid
Aspiring Hero
Posts: 2,692
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Registered: ‎07-07-2009

Re: Just checking that install will go through

@darkpl  As I said in my earlier message an engineer visit should not have been required and you should have had service on your existing ONT weeks ago. Not sure if I agree with your engineer's comments about ISPs talking to each other, I don't think that can happen, it is Openreach who must know if there is an existing ONT and then allow the gaining ISP to switch the service, don't know why this doesn't seem to happen.

Anyway you now have FTTP so enjoy it.😀

Townman
Superuser
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Re: Just checking that install will go through

@RealAleMadrid 

I am not sure that there is an existing FTTP service take over process defined by Ofcom as exists for xDSL services (see GC22).  On searching for GC22 and FTTP I could not find anything definite on the subject beyond mention that it was a key area of concern for Ofcom in the GPL process industry consultation paper in 2013.

See this thread on Think Broadband - Change FTTP Provider - old service still active ?? :: Fibre Broadband :: think broadband - though it is a bit old.

I have raised an enquiry on the subject.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.