ORDI address correction

[#1]

What an absolute shambles.
I have just transferred from BT to Plusnet. 

There was a problem with the ORDI address of my ONT (Not registered to this address)
Not Plusnet's fault but a massive PITA.

Plusnet said 5 working days to correct (openreach have to do it) That was 5 working days ago, so I call and ask what's up.
Openreach haven't done it yet. It takes 48 hours from now to get an answer out of Openreach ([-Censored-]!). If it gets done it then takes another 48 hours to resubmit the fibre order. So Plusnet say Saturday next week. I will have been without internet for 15 days at that point.

They have sent me one MiFi unit, it covers one room of this house (big thick stone walls) There are 9 people living here. They absolutely refuse to send another, apparently nobody at Plusnet is authorised to send a second MiFi unit. 
I'm paying for 900mbps which I can have cover the whole house and getting 25Mbps in one room.

Now, most of this is not Plusnet's fault but the refusal to send a second MiFi most certainly that is the only bit under their control and they refuse to look at the case on its merit and decide what to do. Just flat out no.

Rant over

[#2]

Moderators Note

This topic has been moved from Broadband to My Order.

[#3]

Hey, sorry for the poor experience you've had.

I've had a quick look and think there's two issues, an ONT mismatch and address issue, the former more likely to be stopping you from getting online so I've raised a bridge case to Openreach and they want a photo of your ONT showing all the details written on it including the serial number.

I'm off in 10 mins until the 6th July, but I've added notes to the ticket 255470684 to try and help, and if you can upload the photo there, the team should be able to pass it on to Openreach. 

[#4]

Thank you
I have added the photo

[#5]

Yeah I saw, thanks for the speedy reply!

I've passed it on to Openreach and one of our team should be in touch with you soon. 

[#6]

Thank you again

---

Small, ordinary acts of kindness, not just great power, keep darkness at bay

---

[#7]

This is yet to be resolved
I don't understand how it takes so long for Openreach to simply correct the location of the ONT and match it to the correct serial number. They have a photo of the ONT and they have the address. How can this take 9 days???
I'm being told it will be another week.

BTW am currently on call with support. I am at 1 hour and twelve minutes, most of it on hold.

[#8]

It will be fixed in 24 hours apparently.

I am about to go on holiday and leave a bunch of people with no tech knowledge on the promise that it will be working in 24hrs. Wish me luck!

[#9]

---

Hi it's Openreach on behalf of Plusnet.

Our tests indicate that our equipment at your property needs to be checked so that we can activate your Full Fibre.

We've booked an appointment on Tue 14 Jul between 8AM - 1PM at address ending 3PR. You'll need to be present for the visit.

---

So "It will be done in 24 hours" has turned into "It will be done in two weeks"
Which will be 24 days after i was supposed to be online with Plusnet

[#10 · Accepted solution]

Well that’s disappointing. Openreach updated the serial number, but doesn’t look to have got you online.

Looks like the support team placed a brand new order so an engineer should be able to sort it when they go out. 

At this stage, I think that’s the quickest way. 

[#11]

Yes, sadly it was the best way. he came an fitted a new ONT, Registered it to this address and it worked right away.

It's a shame this couldn't have been organised on the first day of the outage

[#12]

On a side note.

How long should I wait before lodging a ticket due to the speed being capped at 300mbps?

I was under the impression that unlike the old copper days FTTP was full tilt right from the off.

[#13]

What speed are you expecting and how are you testing.

Wired is preferred as WiFi can be limited to the band connected and the WiFi adapter being used.

Is see
Description            : Intel(R) Wireless-AC 9461
    Band                   : 5 GHz
    Channel                : 48
    Receive rate (Mbps)    : 433.3
    Transmit rate (Mbps)   : 433.3

 A speedtest results gives around 300 Mpbs on a 900 Full Fibre package.

[#14]

Directly wired

Speedtest.net

300 down and 50 up

Previously on the exact same setup with BT it was 

900 down and 100up

It's being capped both up and down for some reason

[#15]

That speed test suggests you are provisioned for Full Fibre 300 Mpbs which has around 50 Mbps upload speed.

Did you order Full Fibre 900, what does your members centre say which product you are on?