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New Order - Still no connection after nearly 2 weeks

AVEC1981
Newbie
Posts: 2
Registered: ‎05-02-2024

New Order - Still no connection after nearly 2 weeks

Hi all, I'm new to this board but I'm coming to the end of my tether with the situation I'm in.

I signed up to Full Fibre - an engineer came to set it up 12 days ago, drilled into my property, did all the inside bits but could not connect to the wire outside my property because he could not retrieve the wire - he said he would need to refer it to Openreach. I had a message from Plusnet to say my order had been delayed.

2 days later (10 days ago), despite Plusnet telling me otherwise, my internet was cut off by my old provider.

After numerous phone calls to both Plusnet and my old provider Vodafone, I am still waiting for my connection to be sorted - Plusnet told me an Openreach engineer would come last Friday to determine whether any digging would be required outside my house, but they did not turn up - and still haven't. Plusnet tell me that Openreach will provide an update at 7am tomorrow, but I am not holding my breath.

Does anyone have any advice? What are my options? I will write a formal complaint to Plusnet as it is their responsibility - 10 days without wi-fi and poor 4G coverage at my property has caused all sorts of problems. Not to mention very poor communication from them - I'm always the one chasing for an update.

Many thanks in advance.

5 REPLIES 5
Townman
Superuser
Superuser
Posts: 23,730
Thanks: 10,020
Fixes: 170
Registered: ‎22-08-2007

Re: New Order - Still no connection after nearly 2 weeks

@AVEC1981 

A warm welcome to the forums.

Sadly Plusnet is totally in the grips of the dead hands of BT Openreach.  Openreach will respond to Plusnet when Openreach advise that they will (aka next update milestone) and not before.  In my experience, Openreach will not entertain a chase call until after the update milestone.

What can you do?  Again in my experience a direct escalation to the CEO of BT Openreach and a request for DSO intervention has pipe cleaned issues.  Note - BT Openreach determine what an ISP can or cannot escalate - you are not bound by those rules.  You can readily find the email address of BT Openreach's CEO on the internet.

 

As for Vodaphone terminating your old service - did YOU given them a termination date or was the entirety of the transfer process left to Plusnet?

If this was left entirely to Plusnet then there needs to be a question raised as to why the existing service cease order was allowed to proceed BEFORE confirmation that the FTTP service installation was complete.

If you gave Vodaphone a termination date ... then this is a good illustration of why this should be left to the gaining provider to manage.

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.

Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: New Order - Still no connection after nearly 2 weeks

Moderator's note:
Thread moved from Full Fibre to My Order

Moderator and Customer
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If it fixed it,  help others - select 'This Fixed My Problem'

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 9,062
Thanks: 1,639
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Registered: ‎01-01-2012

Re: New Order - Still no connection after nearly 2 weeks

Hi @AVEC1981 

I'm really sorry to hear this has happened.

The case is with our Customer Assist Team who have escalated this with Openreach.

We'll be in touch as soon as we know more 

After the 3rd of November I will have a limited presence here as I have moved to a new role
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
AVEC1981
Newbie
Posts: 2
Registered: ‎05-02-2024

Re: New Order - Still no connection after nearly 2 weeks

@Townman

Many thanks for your response.

15 minutes after my message, Openreach turned up! They weren't quite able to solve the issue. They've referred it to another team who will need to come back to dig across the street.
And it was left entirely to Plusnet to manage the transfer process, so it's appears to be their fault that I've been without Internet for 10 days and counting.
Townman
Superuser
Superuser
Posts: 23,730
Thanks: 10,020
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Registered: ‎22-08-2007

Re: New Order - Still no connection after nearly 2 weeks

That being the case, please ensure you ask the customer assist team advocate why was the existing service termination order allowed to proceed without confirmation that the FTTP service was operational.

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.