Poor communication and still no internet - Jan 6th

[#1]

So you have been waiting a month for a splice?

It is incomprehensible why the last visit engineer did not do the join. Thereafter the circuit still needs to be activated but that’s a different matter.

[#2]

The last visit was a Civi to clear the duct and run the cable, I'm not sure if they're able to do the splice, but yes, that's literally all I'm waiting for.

This is why I'm getting wound up  

[#3]

Update #2 - Response from Openreach (they actually don't have a date booked to connect the cable) so if I hadn't have contacted them directly I would have gotten the "it's with the chief engineering team next update in a week" for however long from Plusnet. Absolutely shocking service. How long do I give them before Ombudsman?

Hi Andrew

Your order is with our specialist fibre team to complete some external work. I’ve escalated this and have asked for the earliest date they can resource the work.

We’ll let you know as soon as a date’s been confirmed.

[#4]

Looks as though something has disappeared into one of BTOR's many process black holes.

As I hinted at before - ISPs have supplier imposed barriers to accessing escalation to higher authorities ... Joe Public does not.

[#5]

Just got off the phone with openreach, they've said they're sending an engineer first thing in the morning. A minute or so after the phonecall my current line went dead 🤓

Let's hope they actually connect it for me tomorrow. Sick of this now

[#6]

@HitcherAJC

For clarification / avoidance of confusion is the existing FTTC service provided by Plusnet?

If yes, @LexLex2020 can a check be made to confirm that this is nothing more sinister than the premature disconnection of the FTTC service prior to the commissioning of the FTTP service. If this is an existing customer, one would not want to see a service cease event, close the account, trash the FTTP order, terminate the email service associated with the account … leaving a pile of urgent clean up tasks for support.

[#7]

Yes mate the existing FTTC line has disconnected and the hub 2 is blinking amber.

The only thing I can think of was that open reach said someone needed to be home for the engineer to check the connection tomorrow, to which I said that I was told differently after having lost a day's wage for the initial install date and that everything was external. I asked them to connect the cable and mark the job as done so that the line could go live. They may have marked the job completed prematurely.

As I was typing I just received the following email from Plusnet stating that the job is complete. So yes premature by openreach and I am without internet.

[#8 · Accepted solution]

Hey @HitcherAJC,

Thank you for taking my call today. Unfortunately, it appears that Openreach prematurely marked the order as complete, as we have received a KCI-3 notification for the order. I have tested the FTTP line, and it shows a fault affecting the service. To address this, we have scheduled an engineer appointment for tomorrow. Typically, once Openreach marks an order as complete, they do not send an installation engineer. However, to be cautious, we have booked an appointment for tomorrow.

Once I receive the report I will be in touch.

[#9]

@Marsh

Hi Josh,

So to be clear, there are tangible assets (albeit non-functional) associated with the account, so there’s no risk of the billing system closing the account?

[#10]

@Townman 

Yes, there is no chance of the account closing.

Thankfully!

[#11]

Thank you for the swift support here.

I will not be home at the time tomorrow as previously suggested the work is external and I cannot afford to take another £150 loss from work.

Please can you ensure that the engineer does not touch the other copper line connected to the property as this is not mine, I have my own separate line in the same home. Thank you, hopefully some good news tomorrow

[#12]

Could the engineer please also check that the other end of the fibre has been connected at the point beneath the manhole on the pavement?

think I'd actually lose my mind if they connected to the house and that bit wasn't connected 😂

[#13]

> "Could the engineer please also check that the other end of the fibre has been connected at the point beneath the manhole on the pavement?"

I have updated the notes for the engineer to see if they can check the fibre cable from the CBT to your home

[#14]

Hi there, well good news!

Two engineers arrived at 8:20 and left at 8:40 and I've been able to start a remote download to confirm the net is finally up and running!

Could you please confirm that I am receiving the 900mbps and then hopefully we won't run into any issues in the foreseeable ❤️

Thank you again for finally getting this sorted for me

[#15]

Also whilst I'm here - have I missed out on the current offer of a £110 reward card and the contract rate of £37.99?

My package is £39.99 without a reward card.

Thanks,

Andrew