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Upgrade to fiber is going to the 21C Network?

dratddestroyer
Grafter
Posts: 164
Registered: 27-09-2007

Upgrade to fiber is going to the 21C Network?

Hello,

I applied to upgrade to fiber. No emails were sent from Plusnet to my postmaster@[deleted].plus.com email account so I looked for tickets and found:

Service Notice #279171762
Service Notification
11:53am, Wednesday 20 Jul 2016
Broadband product change scheduled successfully
From: Plusnet Unlimited (Contracted without Phone)
To: Unlimited Fibre (Without Phone)
This change will take place on 2016-07-27 02:00:00

I just saw this:

 

Service Notice #279266370

Service Notification
12:53am, Thursday 21 Jul 2016
An update report has been received for this account.

The broadband service is now being transferred to the 21C Network.

The transfer will complete by midnight on 04/08/2016.

So is the fibre upgrade going ahead?

Thanks.

Dratdestroyer.

13 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 517
Thanks: 51
Fixes: 18
Registered: 02-03-2015

Re: Upgrade to fiber is going to the 21C Network?

Hi dratddestroyer,

From checking your order through your account I can confirm that the service is due to activate on the 03/08/16 and can take up to midnight to complete and fully operational for Fibre on the 04/08/16.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
dratddestroyer
Grafter
Posts: 164
Registered: 27-09-2007

Re: Upgrade to fiber is going to the 21C Network?

Hello,

Thanks for the reply.

I have cancelled the fiber upgrade.

Dratddestroyer.

(I'm not going to mark this as fixed because it wasn't.)

Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: Upgrade to fiber is going to the 21C Network?

Can I ask why you've changed your mind and cancelled this?

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
dratddestroyer
Grafter
Posts: 164
Registered: 27-09-2007

Re: Upgrade to fiber is going to the 21C Network?

I changed my mind because I was led to believe the order would have completed on 27 July.

I saw a message on 27 July saying the order was complete.

I would have been charged for something I clearly was not being provided with.

Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: Upgrade to fiber is going to the 21C Network?

You wouldn't have been charged the new price until your next invoice date, by which time the order would have completed. Unfortunately fibre orders do take around 2 weeks at the moment.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
dratddestroyer
Grafter
Posts: 164
Registered: 27-09-2007

Re: Upgrade to fiber is going to the 21C Network?

Can you show me exactly where the two weeks is quoted on the web site?

Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: Upgrade to fiber is going to the 21C Network?

It's not quoted as the timescales vary from order to order as they are based on engineer availability to do the work at the local cabinet.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
dratddestroyer
Grafter
Posts: 164
Registered: 27-09-2007

Re: Upgrade to fiber is going to the 21C Network?

Chris, why doesn't Plusnet clearly say something like "It can take up to ..... working days to provide your service. We well give you a date once Openreach has accepted our order." on the order page?

Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: Upgrade to fiber is going to the 21C Network?

Honestly, because fibre orders there is no set timeframe, it's purely based on engineer availability. Normally it's 7-10 working days, I have seen 3-4 weeks though from time to time

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
dratddestroyer
Grafter
Posts: 164
Registered: 27-09-2007

Re: Upgrade to fiber is going to the 21C Network?

Chris, you did not answer the question. How difficult is it to put a message on the order page?

If a product has a variable lead time, please tell the customer up front you dont have a definate date, and the customer will be updated when the information is known. 

Being given a date and having an ambuguous message at the 11th hour means Plusnet lost an upgrade.

If when I placed the upgrade order, I was told there may be a delay of between 2 weeks and 4 weeks because of Openreach engineer availability, I would not have cancelled.

I think I will order BT Unlimited Infinity 1 for £12.50 a month, unless Plusnet can price match it.  (12 month contract and Line rental paid to BT as at present)

Plusnet Help Team
Plusnet Help Team
Posts: 4,029
Thanks: 736
Fixes: 165
Registered: 25-03-2015

Re: Upgrade to fiber is going to the 21C Network?


dratddestroyer wrote:

If a product has a variable lead time, please tell the customer up front you dont have a definate date, and the customer will be updated when the information is known.


For what it's worth, I do agree with you.

 

I can't guarantee that it will definitely change soon, but I've passed feedback on to the relevant people regarding this.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
dratddestroyer
Grafter
Posts: 164
Registered: 27-09-2007

Re: Upgrade to fiber is going to the 21C Network?

Thanks for the honest reply Harry.

 

I really hope the powers that be do listen and act upon the feedback.  

 

Being told an install day changes causes much anxiety.

dratddestroyer
Grafter
Posts: 164
Registered: 27-09-2007

Re: Upgrade to fiber is going to the 21C Network?

BT are offering 50 down 10 up fiber £10/month....