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New Fibre (FTTC) Order

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RWadher_20
Grafter
Posts: 33
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Registered: ‎05-03-2019

New Fibre (FTTC) Order

I recently placed an order for Unlimited Fibre as an upgrade from ADSL broadband but so far I have not received an official confirmation or any update that the order is being processed, only the message to say I have chosen a new product.

All I have been told is that I should be up and running on the 15th November and I have not even received the new router yet so I imagine this date is just an estimate.

Would someone be able to check up on the progress of this order?

10 REPLIES 10
LordFoul
Plusnet Help Team
Plusnet Help Team
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Registered: ‎06-08-2018

Re: New Fibre (FTTC) Order

Hi @RWadher_20,

 

Thanks for getting in touch, I appreciate your query.

 

I'm sorry you have not received an update about your upgrade order. I've looked into this and can see our suppliers have now committed a date to the installation.

 

The router is also on its way.

 

If you need anything further, please let me know.

 

Thanks - LF

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  Tahir M
 Plusnet Help Team
RWadher_20
Grafter
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Registered: ‎05-03-2019

Re: New Fibre (FTTC) Order

Thanks @LordFoul that gives a bit more reassurance. In the last few moments I just received an email saying the router order is confirmed. When the router arrives am I able to get it setup straight away?

dvorak
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Re: New Fibre (FTTC) Order


Moderators Note


This topic has been moved from Fibre to My Order

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LordFoul
Plusnet Help Team
Plusnet Help Team
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Registered: ‎06-08-2018

Re: New Fibre (FTTC) Order

Hi @RWadher_20,

 

Thanks for getting back to us, I'm glad to clarify.

 

Your new router will work on your current ADSL service so you can connect it immediately if you so wish, using your Member Centre details to authenticate your access to our servers.Otherwise you can leave it until the installation date. A consistent solid blue bar will mean you are authenticated and synchronised.

 

Thanks - Tahir

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  Tahir M
 Plusnet Help Team
LordFoul
Plusnet Help Team
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Re: New Fibre (FTTC) Order

There will obviously be a period where you are offline whilst the service switches over. I'd suggest a reboot once you have confirmation the order has completed.

 

Let us know if you need anything further.

 

Thanks - Tahir

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  Tahir M
 Plusnet Help Team
RWadher_20
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Re: New Fibre (FTTC) Order

So there has been no indication or notification that the order has been completed apart from the consistent blue light on the new hub. A speed test I have just run shows no change from ADSL speeds of around 1MBPS. Can I assume that this has not been completed then as I was told this was due to be done today?
OllieC
Plusnet Alumni (retired)
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Registered: ‎23-01-2018

Re: New Fibre (FTTC) Order

Hi @RWadher_20

 

I'm really sorry for the misinformation previously provided. 

 

I have provided full information for you here

 

Kind regards

 

 

RWadher_20
Grafter
Posts: 33
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Registered: ‎05-03-2019

Re: New Fibre (FTTC) Order

Thanks for providing me with the correct date. I am disappointed that this is now the third date I have been given though.

I will be in contact on 23rd November regardless whether it's good or bad news but I really hope it will be good news as this has happened to me before on one occasion.
RWadher_20
Grafter
Posts: 33
Thanks: 5
Fixes: 1
Registered: ‎05-03-2019

Re: New Fibre (FTTC) Order

Fix
Hi, it appears that the fibre has been activated after confirmation with the engineer and speed tests I have run.

Thank you for the quick service!
LaurenB
Plusnet Help Team
Plusnet Help Team
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Re: New Fibre (FTTC) Order

Hi @RWadher_20, I am glad to hear your Fibre is now active Smiley

 

If you have any further queries at all please do just get back to us.

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 Lauren Barry
 Plusnet Help Team