Fibre Installation Problems

[o2refugee]

Latest information on my transfer saga: I have been sorting out my final bill with O2, as they had not completely terminated the account. They claim that Plusnet had not used the MAC which I gave them on signing up. This would explain the mess up in my loss of service, but I explained repeatedly to both sides that I was transferring with a MAC and neither side denied it.
Who do I believe - Plusnet or O2?

[All4One]

Quote from: o2refugee

Latest information on my transfer saga: I have been sorting out my final bill with O2, as they had not completely terminated the account. They claim that Plusnet had not used the MAC which I gave them on signing up. This would explain the mess up in my loss of service, but I explained repeatedly to both sides that I was transferring with a MAC and neither side denied it. Who do I believe - Plusnet or O2?

Well, if Plusnet have taken over your service, they can only do so by using the MAC provided to them by you from your previously provider. So sounds like it's more towards O2.

[w23]

Quite possibly a problem at BT (Wholesale or Openreach, I don't know which) as they are the 'link' between the gaining and losing providers).

[spraxyt]

If Plusnet have used the MAC (as I expect) they will usually provide a screenshot of the order entry on the BT Wholesale system.

[o2refugee]

Today was the day BT were supposed to dig to repair the cable, according to Plusnet. Guess what  - nothing happened - again!
Why do I bother - perhaps I should throw it all away and go for wifi.

[Anotherone]

I expect Openretch have now dug themselves into an even larger hole! Time for an Escalation if it isn't already!
Back to your O2 issue, didn't they incorrectly place a cease on your line when you were in the middle of the transfer?
This may have stopped Plusnet using the MAC, but you'll need Plusnet to check. Someone from the DCT needs to look into this.

[adamwalker]

o2refugee,
Really sorry and disappointed to hear that,
Someone will be chasing this up shortly so I'll make sure we keep you updated.
Adam
UPDATE: I've so far noticed that there's a fault on the local network with no actual indication that an engineer should need to visit you. Some one is on the phone now to see how the repair work is progressing.

[Anotherone]

Adam, I think you've missed his posts about the state of things at his property, eg. see last paragraph reply #5.

[adamwalker]

Thanks anotherone, I'll go mention that to the chap looking after this fault.
Adam

[o2refugee]

The shambles continues. Still no date for Openreach dig. 3 days without any internet at all now and no sign of fixing it. This is affecting the internet service only - flashing dsl on modem and no connection, phone seems quite clear of noise. But good news - I am being billed for the lack of service.

[orbrey]

Hi there,
I can see you've raised a broadband fault but also have a phone line fault open at present?
The broadband fault is currently advising an engineer visit is required, however I would very strongly recommend that the phone fault is left to be resolved before we pursue the broadband issue as this is likely to be resolved once the phone fault is fixed.
We'll keep pushing on this and let you know as soon as we get any information back on the phone fault, really sorry about how long it's taking.

[o2refugee]

The phone line issue is to fix a long term intermittent fault in the short section of line connecting my master socket to the first street box. It originally caused a very noisy phone connection. The phone connection is now very clear, but I have had no internet since Tuesday. An interim inspection showed a wet jet in the street box, which they reconnected while they repainted the lines in the street showing where the dig is supposed to happen.
I am unable to do anything about the mass of temporary cables in the house which used to provide my internet connection until I know for certain that I will be about to connect these to the new master socket I have with a reel of cable outside waiting to be connected after the mythical dig.

[Anotherone]

As this is a Fibre service, if the phone is fine, the broadband issue must be something at the Cab, so I can not see the conflict with resolving the broadband issue. This is not dependant on the replacement cable work as far as I can tell.
Edit: left out the crucial word "not"  :-[

[o2refugee]

I agree again with Anotherone, who always seems to understand my problems better than Plusnet. Since I have a perfectly clear phone line now (and have done since before joining Pusnet)  I would have expected to have been getting some sort of internet service as well and the issue seems to be further back up the line.
I finally had a message from Plusnet on Friday to arrange a date for an engineer to fix the lack of internet. Called Plusnet and was given the usual runaround blaming OR saying they will not allow OR to fix an internet  fault when there is already another  fault on the line. So I have an outstanding question reply saying I must arrange an engineer appointment, but Plusnet refuse to do anything.
It is bad enough that I have to be the middleman between PN and OR, but it is ridiculous that I have to cope with the same problem communicating with different PN techs.
It is about time Plusnet took some responsibility for their customer service intead of just blaming BT/OR. This seems to be standard practice here judging by the type of issues logged. BT's procedures may be at fault, but this is because companies like Plusnet let them get away with it. Are they afraid to rock the boat with their owners?
It is Sunday now. Managed to get some sort of response from the router after my frustrated switching everything on and off multiple times over the weekend as I assumed I was wasting my time trying to contact PN again before the dig.
My internet throughput unsurprisingly has halved (to 10Mb/s) after my switching the modem off multiple times. It feels slower than my previous ADSL service. But at least I have something.
If I get a proper service out of Plusnet sometime I will be expecting some sort of refund for my problems and lack of connection.
Watch this space... the dig may be happening on Wednesday... then again... who knows.....

[orbrey]

Hi there,
Looks like the phone fault has an ERT of the 10th (Wednesday as you said) and the broadband fault is actually requiring an engineer visit at the moment - if you'd like to get that booked please let us know or update the ticket with your availability and we'll sort it. Might be worth waiting out until Wednesday though to see if the phone fault resolution fixes it.