Please could a member of staff help with this problem that has gone from bad to worse, before it gets any worse.
There has been some kind of an Openreach / Plusnet communications, system update / follow up errors going on here.
And now I have no fibre bb or a phone service.
Below is what I feel could be relevant & puts all the facts in one place:-
November 7
Ordered “fibre unlimited & phone service” with brand new phone line installation from Plusnet online.
(We had to have a new line, because we didn't have a bt phone line.
We had a virgin cable service, which we have cancelled)
November 26
New phone line installed with fibre.
Openreach engineer was even so good as to offer to set the router up.
Working perfectly.
Email from Plusnet at 23:39 saying "Unfortunately, there's been a delay to the order for your telephone service.
We'll contact you again once we have more details about this."
I replied saying I don't understand since I have my new line & fibre installed and working.
(But Plusnet did not reply to this)
November 27
Still working perfectly.
But another openreach engineer called to a repair a fault on the line.
I asked him why, because it seems to be working perfectly.
He said, it's a “battery fault”, so would of worked ok for another 3 or 4 days but then failed. So he repaired it &
said everything’s ok now.
November 28
Still working perfectly.
I made a comment on this forum to say “Thank you Plusnet for a stress free & pleasant experience”.
November 29
Still working perfectly.
Email & SMS from Plusnet saying “We're happy to tell you we can proceed with your
phone line order. We'll need to book a new appointment with you for an engineer to complete the installation.
We'll call you to arrange this” (Email ref: E0702).
I replied to this email / SMS, saying my new phone line & fibre had already been installed.
But Plusnet did not reply or call me to arrange this.
November 30 to December 12
Both phone line and fibre bb still working perfectly.
No more emails, SMS's (or phone calls) from plusnet.
December 13
Both phone line and fibre bb still working perfectly in the morning.
Not a single email, SMS or phone call from Plusnet since Nov. 29
Fibre bb disconnects while in use, no dsl light on openreach modem.
I phone plusnet support to be told fibre has been cancelled but don't know why.
I was asked who my phone line was with. I said "You, plusnet, ordered at the same time, a brand new line install."
Told they have no record of my phone line with Plusnet.
Told there's some kind of problem with the line anyway and booked an engineer to call December 31. (Question 96184077)
Then put through to provisions on phone who said they will pass it to a dedicated team to try and get fibre bb reconected
& I would get a phone call Monday or Tuesday with an update. (Question #96184225)
A few hours later, the phone line goes unexpectedly dead.
Updated Question #96184225 with this. It said I would get a reply soon.
But no reply to this update.
An hour or two later an email from plusnet saying
"We can confirm that your order for Home Phone has now been cancelled.
Should you wish to sign up for our Home Phone service in the future, you can do so though our website -"
I certainly didn't cancel the fibre or phone line.
I had no warning from Plusnet either.
No follow ups on my replys to the erroneous plusnet messages either.
why is that?
How can it be cancelled without me being told in advance?
So could someone please get my plusnet phone and fibre bb reconnected asap?
Many thanks in advance.
