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Unlimited Fibre Broadband upgrade - Ticket 209330326

Grafter
Posts: 57
Thanks: 1
Registered: ‎17-12-2009

Unlimited Fibre Broadband upgrade - Ticket 209330326

Hi,
when someone gets a chance could they look at ticket number 209330326 please.
I was told that my upgrade would be complete by 18th December but the job hasn't been updated since Sunday 13th December.

Thanks, Colin

6 REPLIES 6
Grafter
Posts: 57
Thanks: 1
Registered: ‎17-12-2009

Re: Unlimited Fibre Broadband upgrade - Ticket 209330326

...and as if by magic, the job has now been closed with the following update...


"Dear Mr XXXXXXXX,

Thank you for your message,
We have just received an update from our suppliers that the date for completion would be 05/01/2021.
This is due to limitation of engineers working in your area.
We apologise for the inconvenience this may have caused.

Kind regards,
XXXX XXXXXXXX
"


Can a Plusnet rep please let me know what happens now? Why would the job be closed when the upgrade request hasn't taken place? Do I have to open a new job? I was assured 8 days ago by the sales team this would be an simple process.

Pro
Posts: 295
Thanks: 44
Fixes: 9
Registered: ‎28-09-2020

Re: Unlimited Fibre Broadband upgrade - Ticket 209330326

It doesn’t look like the job’s been closed if you’ve had a response advising the completion date is the 5th. If you’re referring to a ticket being closed I believe this would be separate to the order that may be open with Openreach

Grafter
Posts: 57
Thanks: 1
Registered: ‎17-12-2009

Re: Unlimited Fibre Broadband upgrade - Ticket 209330326

Hi Thrall,

thanks for your input. So is a job not also called a ticket or a question in Plusnet terminology?

Either way the 'Question' that was opened by Sales to track my order for an upgrade was not updated from Sunday 13th Dec until I prompted on here. I asked for an update on Saturday 19th as I was told the install would be complete by 18th Dec and have heard nothing from Plusnet. I'm not quite sure if the process has been cancelled or if I'm expected to recontact Plusnet. There is no other line of communication still open regarding my order from either Plusnet or Openreach, hence my concern.

From previous Plusnet upgrades or house moves and phone connections etc the initial conversation job / question / request etc has remained open and been updated during the process of the install. Maybe things have changed... it just doesnt seem to make sense to me that is all.

Thanks.

--------------------------------

Screen Shot 2020-12-22 at 10.13.00_.png

Pro
Posts: 295
Thanks: 44
Fixes: 9
Registered: ‎28-09-2020

Re: Unlimited Fibre Broadband upgrade - Ticket 209330326

I’m reading the latest update you’ve received as the job with Openreach is delayed to 5th January because of engineer availability in your area. 

Could be worth waiting til then?

Grafter
Posts: 57
Thanks: 1
Registered: ‎17-12-2009

Re: Unlimited Fibre Broadband upgrade - Ticket 209330326

The screenshot is from 21-12-20.
With no response from Plusnet and Xmas closedown on the phone I don't really have much choice to wait I guess.

Pro
Posts: 295
Thanks: 44
Fixes: 9
Registered: ‎28-09-2020

Re: Unlimited Fibre Broadband upgrade - Ticket 209330326

The response in your screenshot states the job’s delayed to the 5th January. The ticket being closed on your account doesn’t affect what’s on their supplier systems.