Full Fibre broadband install delays

[#1]

Hi Plusnet Community,

I have had an open question #228316930 closed due to engineer booked (for the second time)

For the second time the engineer hasn't turned up resulting in another day staying in waiting for Openreach and still no full fibre.

Would a Plusnet Staff member please be able to pick this up as the order has been outstanding since October 2022 having bounced between Plusnet and Openreach and is getting tiring now..

Thanks,

[#2]

Hi @craiglay 

I'm sorry to hear you're having trouble with the engineer and your order, I'd be more than happy to check out what's going off for you. Are you able to drop me a PM with your username please?

[#3]

@csmith94  Are you not able to trace this customer using the question number #228316930 given in the in the opening post ?

[#4]

@RealAleMadrid - Nothing is popping up when I try and search with the question number

[#5]

I won't be able to refund the difference between the new contract and current package. What I have done though, is sent you across an email to let you know what can be done instead. You can also find the same info on your account here. 

[#6]

Thanks for the email.

[#7]

Hello again Plusnet Community,

Two months later I have an update on this as yet unresolved installation issue.

Had an appointment at the start of March (3rd) to install Full Fiber. An Openreach team attended the 25th Feb to do the physical fiber work which after some surveying determined that a new pole needed to be installed. The 3rd of March appointment was deemed to be cancelled from that.

An appointment of the 6th April was made which was also a failure of Openreach to attend.

As of today there appears to be no further work although neighbors have suggested Openreach have been performing work on the existing copper pole to connect fiber.

6 months into a new contract, we're still paying the out of contract amount and still haven't got full fiber.

Could someone from Plusnet please have a look at what Openreach are doing and look into the failure to show on the 6th please?

Many Thanks

Craig

[#8]

Hi there Craig, 

I'm really sorry about the delays to getting your full fibre up and running. 

I'm at a bit of a loss about April 6th as there's nothing on your account to show that we confirmed that date, can you let me know how we communicated that with you?

Having checked the orders placed with our suppliers the previous one from February is the last one showing up. 

I've placed a new order for you and we should get an appointment confirmed in the next 48 hours so I'll give you a shout as soon as that comes through.

[#9]

Hi Adam,

Thanks very much for replying. It's much appreciated.

I received a text on the 18th March @ 1810 confirming an appointment for 06/04/2023 between 0800 and 1800. I also have a corresponding email received at 1805.

Coincidentally I've just had a call from the Openreach team connecting the fiber to the house who are looking to get the fiber run today so that next appointment could be the one! Hopefully.

Many Thanks!

Craig

[#10]

No worries Craig, I'll look into the missed appointment and make sure you get compensated for that as it's clear we've communicated that with you even though it wasn't booked in.

[#11]

Hi Adam
Good news! The fiber was connected on the 10th May and is functioning properly and as expected.
I have noticed that has not been updated with Plusnet yet as the portal is still showing an FTTC connection. Can I get you to look at that please and hopefully that will close the upgrade?
Many thanks!
Craig

[#12]

@craiglay - -Hi, Adam is out of office but I've sorted things out for you on ticket https://www.plus.net/wizard/?p=view_question&id=234523618, if you need anything else just give us a shout.