My Nightmare Move to Plusnet left 7 days so far without service and counting ….

[#1]

Ok I decided to leave BT last month as they were messing me around with providing fttp deals which were now available in my area. I found the Plusnet 300MB fttp service was available and asked BT to match that and they couldn’t. 

Mistake number 1 I then agreed BT would cease my service and put in an order with Plusnet to move to FTTP 300 on the 13th Oct (from FTTC with BT)No no one told  me I shouldn’t have let BT know I was leaving and left it Plusnet or I might still have had a service .

Fast forward to the 10th oct and my Broadband went off. I phoned BT and they confirmed they had cut me off early by mistake . No reason was given. They couldn’t switch me back on as they would be a new order and I was due to move to Plusnet on the 13th.

Come to the 12th an openreach subcontractor comes round and says he’s still coming tomorrow to fix ONT box to my house but he can’t finish the job as there is a blocked duct near my house which he thinks is stones and mud as the cap had been left off by openreach . 13th comes he fixes ONT box. Says someone will be in touch shortly as openreach are contractually bound to fix within 48 hours. Then he left. I heard nothing so I phoned Plusnet who said the engineer has LIED openreach have no time limit on when this work will be done but he will keep me updated. Fast forward next day I get an email saying a review date of the 21st have been set. I phone and ask what that means and they said that’s the date we will hear when they are coming to look at the blockage we have no idea when it will be unblocked and your Fttp job finished . At this stage I start getting annoyed . I state I have no service and what can they do. A mi fi device apparently I need to be out for 30 days for. So the support guy says it will prob be quicker to cancel this order and raise a new order for SAGEA get you back on copper then reraise the fibre work when you are connected . I agree

my Fttp order and account is closed by plusnet and a new account and order is raised for fibre 70. I get told I will get a date shortly . Day passes no date. I phone back spoke to another guy who says the SAGEA order has now been cancelled by openreach as the FTTP order is still open on the line. He will cancel the FTTP order with openreach then they told him wait 48 hours and raise the SAGEA order. He said he will personally take ownership of this issue ensure the Fttp order is closed and then raise SAGEA and confirm with openreach it has gone through. 

Monday comes I get an email update on my question . New order placed . I wait til afternoon but no date comes up on my order. Ring back in AGAIN to see what’s going on and get told it take 24 hours to process but they will personally check its all gone through ok. That evening I get a text completion date the 26th must have worked not ideal but at least I have an order and date now .

This morning I get an update on the question saying Openreach still not confirmed the order. I lose it now. Phone back in and speak to another staff member who is very helpful and says the Fttp order on my old account is not closed with openreach. Openreach say they can’t close it as it’s a partial job and needs somome with higher permissions in Plusnet to close it. So this is where I am the issue has I believe been escalated to another team  but it’s going to be anotherv48 hours before I hear if this has been done and it’s been successful and then and only then can and order for SAGEA be raised.

so 7 days and counting with no internet - not sure if anyone has insight into the escalation team who I believe I can’t talk to direct but I just need my internet switching back on now! This hasn’t been a good introduction to Plusnet so far. Hope it gets better very very quickly

[#2]

The open question on this is as below 

Question 237560958

[#3]

Can anyone check what is happening? Advisor said openreach couldn’t close the fibre order at their end , so not sure how this progresses now ?

[#4]

Hi @Markwallwork0 

I'm really sorry to hear this has happened.

The case has been passed to our specialist Customer Assist Team so they can look into this further.

They'll be in touch as soon as they know more

[#5]

Thank you Matthew. I’ll check the ticket however yes be good to know if they managed to clear the old order or if they still have issues clearing the old order

[#6]

Hi Matthew I phoned before and was promised someone from the customer support team would phone me back. The issue is a stuck order on my fibre account 

237560958 ticket reference 

you can see the history. I keep getting promised again and again that someone will take ownership of this and nothing happens. I’m at my wits end frankly is there anyone who can look what’s going on? At this stage I feel I’m never going to get my broadband connection back as the processes are just joining up . I literally don’t think I’ve ever been treated this way before by a customer services team . It’s very disappointing and causing me a great deal of stress.

[#7]

Sorry to hear that @Markwallwork0 

From what I can see you spoke with a manager in our Customer Assist Team yesterday and all is in hand now

Let us know if you don't get any further updates on time

[#8]

Thank you Matthew I have been given a date from openreach of next Thursday now so hopefully it’s plain sailing now fingers crossed

[#9]

O'h Joy !  To be fair it's not altogether Plusnet's  fault, It's just the way the system works (or not !)

I think you said you shouldn't have cancelled with BT – True, you may have done the polite thing but.................

My former neighbours had a similar problem [well kind of]. They were on Plusnet and also ordered Plusnet for their new home. 

A provisional date was given for their move and Plusnet said everything would continue to work until the given date. Which it probably would have had it not been for the new owners ordering FTTP form SKY.

A couple of weeks before the move the broadband and phone stopped working so they phoned Plusnet who told them the service had been cancelled by SKY at their request - obviously untrue. Fortunately Plusnet managed to restore their service after a couple of days. So to me the orders in progress excuse doesn't wash !

When I moved house a few years ago I contacted Plusnet to arrange the move and they booked to cut off my service on the day I moved and to come to the new property the next day B4 1pm. It all went perfectly to plan except 1pm came and went and no-one arrived.

Half an hour later a sub-contractor arrived apologising for being late but said the contact number he was given was unavailable – not surprising really it was my old number which Plusnet had cut off that morning. [it had been working at 9:00am]

I think it all worked so well because my new home was empty and had no phone number associated with it. Anyway 20 minutes later everything was up and running.

I’m afraid I don’t have the same confidence in Plusnet / Openreach when I come to change to FTTP, so much so I’m thinking of staying with FTTC. I’ll be going to VOIP anyway so I think I’ll get a new number and get that working first.

[#10]

I agree . I’ve now got an ONT box and external cabling all ready for fttp but with all this hassle not sure it’s worth it . I’ll make it BTs problem to sort out for free in 2025 if they want to get rid of my copper

[#11]

@Markwallwork0   another misconception, BT do not want to get rid of copper, they are closing the old telephone network, not getting rid of copper  - many people will still have services delivered via copper for years to come.

You really do need to get advice or do better research before you make any decisions regarding internet provision.

[#12]

A bit uncalled for. It was Plusnet themselves who told me BT wanted everyone of FTTP by 2025. So I’d ask you to be a little more polite if you respond to anything else I post

[#13]

Also articles such as this

https://www.telecomsworld.com/blog/bt-to-shut-down-their-copper-network-by-2025#:~:text=In%20recent%....

[#14]

It is all in the detail, and sometimes the headlines get misquoted and misunderstood.

From your post "BT wanted everyone of FTTP by 2025" - really. The link you posted is misleading and Headline grabbing - which to be fair is understandable as so many people do not understand what is happening.

The original point I was trying to make is that BT will not sort out anything for you in 2025. 

You need Openreach to clear the blockage which they will only do if you have an order for a fibre service. The trick is to not cancel - or allow them to cancel your working service until you have a working fibre service.

HTH

[#15]

Yes I’m aware of that now however no one from BT told me that would be the case anyway . Sometimes people move to a new ISP in good faith and don’t expect a load of broken and archaic processes to keep them offline for 3 weeks . I won’t be re raising a fibre to premises request anytime soon as I have faith in openreach not [-Censored-] it up