Full fibre install

[#1]

@adamwalker  I find it rather worrying that I have seen several cases recently of customers losing their PSTN and Broadband service while waiting for a delayed FTTP installation. There needs to be better communication between Plusnet and Openreach (and possibly BT Wholesale?) so that it does not  happen. I suspect it is down to the automated ordering systems that can't cope with the delays. This needs sorting, I will certainly not risk an upgrade to FTTP if it ever arrives at my address. Losing your connection for an unknown period of time is unacceptable.

[#2]

I agree that it's a worry @RealAleMadrid 

We're working with OR and BTW to try and identify the cause if there is a common one for this.

@ryansuchocki I'm in touch with our suppliers again now for you and will come back with an update as soon as I've finished speaking with them.

[#3]

@ryansuchocki thanks for your patience, I've found that there's an open order against the line from last year which is causing delays to the order for full fibre. 

That's been raised with the correct team and should be fixed by 1/3/23 at the latest.

[#4]

@adamwalker that response doesn't really help. I know that the full fibre order is delayed. The urgent issue is why my FTTC connection has been disconnected. Are you saying that will come back on by 1/3/23? Even that's another 3 working days of immense disruption and risk to our jobs.

If there is no actual 'fault' with my copper line then why can it not be reconnected today? It is utterly outrageous to sell someone an 'upgrade' and then reward them by taking away the service altogether. This should be escalated immediately to a decision maker at PlusNet who has the authority to provide some sort of remedy.

[#5]

Hi Ryan, I honestly appreciate it might look unhelpful, I know this must be incredibly frustrating for you too.

It is a necessary part of getting things moving fort you and the issue I've identified is causing the problem. 

We're not promising an activation by 1/3/23, that's the very latest date the issue I've mentioned will be fixed, after that we'll be able to look at confirming a date with you though. 

I can promise you it's not a case of authority to get this resolved or not as the case maybe, it needs ownership and I'm happy to take that on for you. 

[#6]

It seems to me that Plusnet do need to review their processes to ensure that, where orders / installations for a new product (FTTP, for instance) are delayed, the existing products continues to function until the activation date of the new product.

As FTTP does not use the existing copper this does not appear to be physically difficult to achieve. Otherwise the only way that a customer can seem to ensure that they are not without a service is to order a completely new installation and not cease their existing product until that is in place. This of course, means paying for an overlap of the two products, something which should not be necessary if Plusnet were to get their processes in order.

[#7]

Thanks for the response @adamwalker .

I know that the FTTP install is out of your control, but what I'm trying to ascertain is whether Plusnet are trying to get the copper connection restored in the meantime, or whether your position is that the copper connection is history and it's as if I'm a new customer waiting for first activation?

[#8]

Hi Ryan, at present we're working to get the full fibre connection up and running. Once the current problem has been cleared down we'll be able to take a step back and assess whether we can get that up and running or the copper connection first and go with which ever would take the least time to do.

[#9]

---

@jgb wrote:

It seems to me that Plusnet do need to review their processes to ensure that, where orders / installations for a new product (FTTP, for instance) are delayed, the existing products continues to function until the activation date of the new product.

As FTTP does not use the existing copper this does not appear to be physically difficult to achieve. Otherwise the only way that a customer can seem to ensure that they are not without a service is to order a completely new installation and not cease their existing product until that is in place. This of course, means paying for an overlap of the two products, something which should not be necessary if Plusnet were to get their processes in order.

---

Totally agree, @jgb - this problem seems to have suddenly 'developed' for a number of customers - I wonder why?

[#10]

Totally agree, @jgb - this problem seems to have suddenly 'developed' for a number of customers - I wonder why?

I can make a guess what happened in this case. With full fibre orders there is probably a 'queued' cease order for the copper circuit, this is not released until the fibre order completes,  thus allowing for any delays in the fibre provision. If we go back through the thread there was an order completed notification ( from OR ?) , this would have ikely released the cease order via automation. Subsequent  actions on the fibre order ( or new order ) wouldn't have cancelled the cease unless manual action was taken

[#11]

Understood, @MisterW . However, surely in this type of situation, the whole process should be under some kind of manual supervision - although I a guessing here - PN haven't got such a procedure in operation.

Not getting at anyone, here, but the procedure is a relatively new one, and should - IMHO - have a working fall-back/back-up procedure.

[#12]

With the volume of orders going through the system its impossible to apply manual supervision.to all of them. If the order completes successfully then automation will take over.

[#13]

Again, fair enough. I was just wondering if there was any oversight to avoid problems such as this. Not that 'bothered', just aware of the hassle it causes for customers caught in the middle. 😀

[#14]

---

@MisterW wrote:

With the volume of orders going through the system its impossible to apply manual supervision.to all of them. If the order completes successfully then automation will take over.

---

In that case there should be a manual intervention to rapidly reinstate a FTTC/ADSL connection that is prematurely ceased by the automated system. The 14 day waiting period shouldn't be necessary, as it is reinstating a connection that was ceased erroneously - i.e. a fault that needs fixing. 

Such an approach would prevent customers being without broadband for extended periods, and would save Plusnet staff the task of endlessly replying to customers wondering what is happening (and why is isn't happening).

[#15]

This appears to be another example of a situation where the current procedures do not work for the benefit of end users.

Between OR, JL and Plusnet something has gone wrong. There needs to be system where, if the OR installation of full fibre is delayed then the existing broadband service is not terminated. Communication is required between OR and the losing and gaining ISPs (be they the same or different).

All right, Plusnet do not usually provide short term FTTC but in these circumstances they should consider doing so if only for the positive PR they would get. What is the difference between doing that and upgrading a customer from FTTC to FTTP mid contract as they told me they would do at no penalty should FTTP become available when I renewed my FTTC contract recently.