Beware Moving to Full Fibre

[#1]

Last November some friends received notice that their contract ended mid-December. To continue their current service Unlimited Fibre (FTTC) would cost about £52/month, however, moving to Full Fibre (FTTP) would only cost £24/month. A no brainer, they opted for Full Fibre. Full fibre does not provide a telephone service and PlusNet does not offer Digital Voice. Since they are in their eighties and have had their number for decades they needed to keep their number. They opted for a VOIP service at £6/month and made it very clear to PlusNet that they needed their number transferred.

PlusNet gave an installation date of 15 January. This was revised to 3rd March.

ON 15 JANUARY ALL SERVICES CEASED. PlusNet eventually admitted they turned the services off by mistake.

2 week later after many telcons and eMails PlusNet restored a telephone service with a different number. Still no Broadband.

3 weeks later after more complaints PlusNet restored the original number.

PlusNet provided an EE 4GEE Mini Mobile Wi-Fi unit to provide them with Broadband, however, they live in a mobile not spot. The Broadband is very iffy and the Wi-Fi would not reach between the rooms housing the computers.

During this period my friends were very concerned that they would lose their telephone number. They tried, and failed, to get assurances from PlusNet that their landline number would be transferred to their VOIP service.

The VOIP service could not get a date from BT regarding the release of the landline number.

PlusNet then revised the 3rd March date to 5th April.

The 5th April came but the fibre installation engineer did not.

No single person in PlusNet is taking responsibility. Every telephone call is to a different responder who agrees it’s a terrible situation but do nothing to resolve it. My friends feel helpless. Who do they contact to get this fixed?

Over the years I have recommended 6 people to move to PlusNet, NEVER AGAIN. I will now encourage them to move from PlusNet.

PlusNet cannot organise the move from Unlimited Fibre/Unlimited Fibre Extra (FTTC) to Full Fibre (FTTP). PlusNet may blame OpenReach and/or BT but PlusNet are the supplier and responsible.

PLUSNET ARE INCAPABLE, IRRESPONSIBLE AND DISORGANISED.

[#2]

@ComputerJohn  I've escalated your thread to request that someone from the PlusNet Help team takes ownership of the problem

Full fibre installations can sometimes have extended timescales and TBH the communication from Openreach (who actually do the install) to Plusnet can sometimes be lacking. That said, the handling and communication by Plusnet doesn't seem good in this case.

[#3]

Hi @ComputerJohn, I'm really sorry to hear about the problems that your friends are having. I'd like to take a further look into this and see what's going off, are you able to PM the username for the account please? 

[#4]

Ironically my friends were contacted by a problem shooter in Plusnet about the same time as I postedmy message. An Openreach engineer arrived on Wednesdat AM and they have Full Fibre broadband by 11:00 that morning. They are hopeing thta their telephone number will be released to their chosen VoIP provider today.

Apparently the Plusnet troubleshooter who pisked up the problem and cleared most of it within 24 hours deals with the 3% of real problems. Full marks to hum for his prompt action.

[#5]

My friends telephone number was successfully transferred from PlusNet to Premitel VoIP service on 20th April. Just over four months from odering the change from Fast Fibre (FTTC) to Full Fibre (FTTP).

[#6]

Moderator's note(s):

Thread moved from Full Fibre to My Order.