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Upgrade order to FTTC missed activation date

zouo
Newbie
Posts: 4
Registered: ‎31-05-2023

Upgrade order to FTTC missed activation date

How do I progress my upgrade order?  The completion date is now in the past, and there is no way to progress or chase the order in the control panel. The order was placed 22 May with an activation date of 30 May for an upgrade from ADSL to FTTC plus line rental which I understand takes place after the FTTC upgrade.

When I log into the control panel now (31 May) it still shows my old (current) service, which is correct as the upgrade has not happened and no additional information other than the following ambiguous message;


“An error has occurred

You can't change your products for the moment, you already have a product change in progress.”

To add to the mystery, this afternoon I received a text message saying, “Hi from Plusnet, Your router has been ordered, it’ll arrive within a few days’”
 
iIs it possible to be more specific? What I would like to know is why the original date was missed and what the current activation date will be. 


6 REPLIES 6
MisterW
Superuser
Superuser
Posts: 15,476
Thanks: 5,981
Fixes: 425
Registered: ‎30-07-2007

Re: Upgrade order to FTTC missed activation date

The order was placed 22 May with an activation date of 30 May for an upgrade from ADSL to FTTC

iIs it possible to be more specific? What I would like to know is why the original date was missed and what the current activation date will be. 

The ordering system is not good at advising that the original date is the 'expected earliest date'. The date is often pushed back due to the availability of Openreach engineers and the system doesnt seem to inform the user!.

The fact that the router has been ordered  would indicate that the upgrade is going to happen in the next few days, since router are ordered such that they arrive 2 to 3 days before upgrade.

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.

zouo
Newbie
Posts: 4
Registered: ‎31-05-2023

Re: Upgrade order to FTTC missed activation date

Thanks. Honesty is key in these situations and if it takes longer to activate than the date they give to customers then this should be explicit.

I appreciate the comments around Openreach etc. but there remains a basic question about why Plusnet give a date and then miss it without any communication to the customer to say why it’s not achievable or even to apologise. 

 

Had they said the activation date was ‘approximate’ then I would be less disappointed and not inclined to whinge or be posting about it here for that matter.

zouo
Newbie
Posts: 4
Registered: ‎31-05-2023

Re: Upgrade order to FTTC missed activation date

Latest update: Fibre (FTTC) was upgraded on 5th June and it’s working fine. However, transferring my BT phone line over is becoming a bit of a saga. It started off initially with a discrepancy in the address, This was corrected at the Plusnet end as my billing and service addresses were muddled up and the phone line order was resubmitted last week. Today I have received the message quoted below.

I have done as asked and checked with BT and I don’t have any of these services below on my line except broadband which I get from Plusnet already and is active. <- Is this the issue?

To be honest I have low confidence in BT and there is no obvious department to talk about these things so I was passed around a bit. Also for the record, I have never previously told BT that I am leaving as I assume they’d just go into retention mode and/or mess up the process.

Is it possible from someone at the Plusnet end to be more explicit about the issue as I don’t know what else I can ask BT to do at this stage?

 

Unfortunately your phone order could not be placed. This is because of additional services (also known as 'incompatible products') which may be on your telephone line. These could include any of the following: - Non-BT lines (e.g. if you pay line rental to a provider other than BT). - An alarm system which is using your telephone line (e.g. BT's Redcare). - Some call restrictions (e.g. if you have Incoming Calls Only on your line). - Switchboards or non PSTN lines (e.g. ISDN) - Existing broadband services (e.g. if you've moved into a new address broadband may already be active on the telephone line). We would recommend checking your phone bill with your current provider. This might tell you what services are on your telephone line and if they are any of the above then they will need to be removed before we can proceed with your order. If there is nothing on your phone bill then you may want to call BT (dial 150 from a BT landline). Ask them to confirm what services (or 'incompatible products') are on your telephone line. Also ask them how these can be removed if you want to proceed with your broadband order.

 

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,962
Thanks: 1,570
Fixes: 481
Registered: ‎01-01-2012

Re: Upgrade order to FTTC missed activation date

Afternoon @zouo 

Sorry to hear we're having issues bringing your phone over.

Looking at this the reason we can't transfer the line is due to you opting out of the text delivery service BT offer. You can't do this with us so you'd need to opt back in and then once done so we can place the order

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
zouo
Newbie
Posts: 4
Registered: ‎31-05-2023

Re: Upgrade order to FTTC missed activation date

Thank you. This is super helpful. I have just re-enabled the text service on my line which BT says will be done in 20mins.

I hope this gets things moving again. 

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,962
Thanks: 1,570
Fixes: 481
Registered: ‎01-01-2012

Re: Upgrade order to FTTC missed activation date

Thanks for that @zouo 

I've replaced the order now and we'll monitor this for you to make sure it goes through

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team