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No fibre activation for the third time can I cancel the contract?

FIXED
Interceptor121
Aspiring Pro
Posts: 121
Thanks: 13
Fixes: 5
Registered: 12-01-2014

No fibre activation for the third time can I cancel the contract?

I ordered fibre and was given an activation date of 27 October
Then I got your order is complete buy nothing has actually happened
Got a new date for November 4th and nothing happened again
Finally I got another date for November 17th and again nothing has happened
I think this is enough I want to cancel the contract as Plusnet does not appear to be able to provide the service and is now one month since I ordered first time
I suspect the order has been messed up and now the cabinet checker says waiting list
6 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,159
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: No fibre activation for the third time can I cancel the contract?

Hi there.

I'm very sorry to hear you're experiencing delays with your fibre upgrade.

From the notes on your account, it looks like we've been advised there's a problem with the ports at the cabinet and there'd ultimately be no available working ports but I'm just contacting our suppliers now for clarification.

 

If you're wanting to cancel your fibre order I'd recommend speaking with Customer Options on 0800 013 2632. We should be able to do that and revert you to your previous ADSL contract.

 

I'll post back soon.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 4,159
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: No fibre activation for the third time can I cancel the contract?

Thanks for waiting. I've set things in motion for this to be escalated.

 

I've discussed this with our suppliers and they've agreed to escalate this matter with Openreach. I've also raised an escalation to BT Wholesale as well in the hope that this helps speed things along.

 

We're due an update tomorrow and our provisioning team will keep you informed of the progress.

 

Sorry for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Interceptor121
Aspiring Pro
Posts: 121
Thanks: 13
Fixes: 5
Registered: 12-01-2014

Re: No fibre activation for the third time can I cancel the contract?

This is the update

This is to confirm that your order is in progress and this is due for completion on 30/11/2017 AM

The reference for this order is: 3-416644384716

It looks like the cabinet has a mix of old and new hardware and the new ports don’t work with my line.
This is obviously not specific to me but a cabinet problem.
Would like to understand what has been done as now I have another date and this is attempt four in total!
The DSL checker went from available to waiting list and now available again
This look like a failed upgrade from openreach
Plusnet Help Team
Plusnet Help Team
Posts: 4,159
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: No fibre activation for the third time can I cancel the contract?

It looks like the problem at the cabinet may be resolved now.

Can you let us know how it goes on the 30th?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Interceptor121
Aspiring Pro
Posts: 121
Thanks: 13
Fixes: 5
Registered: 12-01-2014

Re: No fibre activation for the third time can I cancel the contract?

Hi Gandalf

Fibre activation was completed today at 830 great news

 

Line rate (kbit/s) 49263  15202 

 

However the line speed is below the email I received from plusnet

 

Your line speed
We estimate your broadband speed should be between 65Mbps and 80Mbps and your minimum guaranteed access line speed is 57.9Mbps.

Considering the 9 mbps more than the 40 mbps product I don't believe fibre extra is worth it and I would like to downgrade to the standard fibre product. How do I go about that?

 

Interceptor121
Aspiring Pro
Posts: 121
Thanks: 13
Fixes: 5
Registered: 12-01-2014

Re: No fibre activation for the third time can I cancel the contract?

Fix

Called option team. BT checker had changed since I applied for fibre so not plusnet fault

I downgraded my product as it is not worth to pay more for 8 mbps extra and I can get the full 40/10 with unlimited fibre

 

I hope at some point I will live close to a cabinet to enjoy 80/20!!!