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*FUMING* After 3 week wait, my fibre was due to go live today...

djspang
Dabbler
Posts: 14
Registered: ‎09-04-2015

*FUMING* After 3 week wait, my fibre was due to go live today...

So today, 9th April 2015,, after 3 weeks, would have been the day I finally get fibre superfast broadband (PlusNet) back to my house, after BT so seriously screwed things up in late March.
PlusNet have just informed me that this order was cancelled on 27th March (although they "forgot" to let me know), and the reason for the cancellation?
BT have advised PlusNet that Fibre is not available to this address - even though they supplied that same top speed fibre to this address for 2 years prior to me cancelling due to their non-existent customer service.
33 REPLIES
Community Veteran
Posts: 6,824
Thanks: 1
Registered: ‎27-10-2012

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

What does it say if you put your address into the address checker here https://www.dslchecker.bt.com/ ?
djspang
Dabbler
Posts: 14
Registered: ‎09-04-2015

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

All looks fine - please see attachment
Community Veteran
Posts: 6,824
Thanks: 1
Registered: ‎27-10-2012

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

If you put in your new number, does it show the same cabinet 5?
djspang
Dabbler
Posts: 14
Registered: ‎09-04-2015

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

That IS my new number - provided by Plusnet on 27th March.
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: ‎26-11-2012

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

I take it that you cancelled your BT service rather than migrated to PN? How much time was there between your BT service being ceased and PN providing your new line?
There is the possibility that your old VDSL port was allocated to a new customer during the down time and your cabinet is now full?
djspang
Dabbler
Posts: 14
Registered: ‎09-04-2015

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Yes. It appears that this is what has happened. Plusnet have called me back and are looking into this, and also why I wasn't informed of the cancellation. I have wasted a day off work Sad Thanks for your advice Smiley
Plusnet Help Team
Plusnet Help Team
Posts: 5,814
Thanks: 561
Fixes: 213
Registered: ‎01-01-2012

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

Sorry to hear what's happened
I can see our Provisioning team have picked this up and we'll try to get this sorted ASAP.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
djspang
Dabbler
Posts: 14
Registered: ‎09-04-2015

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

I certainly hope so - it doesn't look very promising. Talking of promises (i.e. the one from PlusNet that I COULD have fibre, which is why I ordered from you in the first place), as this order has not lived up to it's promises, was cancelled on the 27th March (but never informed me), and now is looking rather vague, what would be the procedure for me to cancel my entire contract with PlusNet?
I know it's over 14 days, but I WASN'T aware of the fibre part of the order being dropped. Please see attachment.
JohnJ-B
Grafter
Posts: 71
Thanks: 1
Registered: ‎16-08-2007

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

@djspang,
Don't understand your comment about it being "over 14 days" - from when?
You've already stated that the initial contract had been cancelled on 27th March & that you were informed about that on 9th April - hence, any new Contract can surely ONLY be considered as being from 9th April!!
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: ‎26-11-2012

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

The phone line has been installed and is working...
Seems reasonable that the OP isn't held to that contract if the broadband hasn't been supplied.
djspang
Dabbler
Posts: 14
Registered: ‎09-04-2015

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

24th March was when I setup the account. Home phone went live same day. Still is.
I also paid a sum towards the full package - haven't been refunded yet
2 x attachments
Community Veteran
Posts: 26,722
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Registered: ‎10-04-2007

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

I don't understand this at all, if you were following the standard procedure for migrating from BT Infinity Plus to Plusnet fibre, your BT connection should continue to work until until the day the migration actually happens. There would be no issues whatsoever with you losing the port.
The only quirk would be that an appointment would be made that OpenReach would cancel because as far as their records are concerned you don't need a new modem - you continue to use the BT equipment just changing the login credentials to your Plusnet ones.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: ‎26-11-2012

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

See the original post and replies 5 & 6 - The OP cancelled his BT account before signing up with PN instead of migrating...
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: *FUMING* After 3 week wait, my fibre was due to go live today...

His reply was a little vague so I wasn't certain.
If the modem is still in sync it would be worth trying putting the the username@plusdsl.net and password and seeing what happens!
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)