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ordered full fibre 300 with expected engineer visit today

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timc2022
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ordered full fibre 300 with expected engineer visit today

after ordering the fibre i was expecting an engineer visit today as that is the date i chose when ordering. i did have an engineer visit and chatted about the outside gear he had to install but no confirmation of when an engineer would fit the box inside etc. was just wondering if the date had changed or where i would go to check when it was happening. thx

11 REPLIES 11
jab1
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Re: ordered full fibre 300 with expected engineer visit today

@timc2022 That sounds a little strange - when they fit your external CSP, they usually fit your internal ONT the same time, and connect you up.

John
timc2022
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Re: ordered full fibre 300 with expected engineer visit today

the outside box hasnt been fitted either.

MisterW
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Re: ordered full fibre 300 with expected engineer visit today

Is your install type 'KCI2 Assure' ? in which case the first visit is a survey to see what work is involved.

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jab1
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Re: ordered full fibre 300 with expected engineer visit today

What the hell did he do, then?

John
jab1
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Re: ordered full fibre 300 with expected engineer visit today


'@MisterW wrote:

Unless its a '2 Stage' or a 'KCI2 Assure' install type ?


True @MisterW , but the OP is a little short on detail.

John
MisterW
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Re: ordered full fibre 300 with expected engineer visit today

@timc2022 when did you actually place the order ?

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timc2022
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Re: ordered full fibre 300 with expected engineer visit today

the order was placed april 8th. the engineer just said something about outside work that he wasnt gonna do that day.

MisterW
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Re: ordered full fibre 300 with expected engineer visit today

Strange, if it was a 'KCI2 Assure', then AFAIK the survey must be done within a week of order, and only then is a committed date given.

I suggest you call Customer services to find out what's happening.

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.

SammyM
Plusnet Help Team
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Re: ordered full fibre 300 with expected engineer visit today

Fix

Hiya @timc2022 

 

I'm really sorry for the delay in activation and for the hassle this will be causing you. 

 

The work we need to carry out externally we need permission from a third party and we have submitted the relevant details they need. I have passed this to our Customer assist team who will check it on the 1/5/24 and give you an update. This is when we have been asked to check back for the next update. 

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
timc2022
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Re: ordered full fibre 300 with expected engineer visit today

i spoke to a member of plusnet on the phone who advised me that the order has lapsed so i have gone back to my old broadband, they advised me the wayleave agreement had been sent to my landlord 3 times without success. i messaged my housing association, and they said this. following your enquiry about fibre broadband we would advise you to ask Plusnet
to send in the Wayleave agreement to Longhurst.
 
The agreement needs to be signed by a Longhurst manager to agree to the
works on our land.

im asking if you can send the wayleave to them before i try upgrade again or do i need to retry the package change,

Longhurst Group.
1 Crown Court, Crown Way, Rushden, Northamptonshire, NN10 6BS | T: 0800 111 4013
A charitable housing association (Reg. No. 8009)
Registered with the Regulator of Social Housing (No. L4277)
Registered Office: 1 Crown Court, Crown Way, Rushden, Northamptonshire, NN10 6BS.

MatthewWheeler
Plusnet Help Team
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Re: ordered full fibre 300 with expected engineer visit today

Hi @timc2022 

We'd need to reput the orders through again to get things in motion.

Once that's been done we can put the information through to Openreach

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 Matthew Wheeler
 Plusnet Help Team