Full fibre installed 2 weeks ago,still no internet

[#1]

So 16 days ago i had an engineer install full fibre,he was going to come from a pole to the rear of the property but as i have a sloping roof on kitchen he said it is unsafe.
So he came from a different pole on the front of the house,the wire crosses the road to my house.

He said it may take 48 hours for the pon light to go solid green as they need to change the route header on their system as they used a different pole.

The next day i phoned plusnet to let them know i had no internet,since then it has been a constant back and forth between me and plusnet,and plusnet to openreach with no resolution.

Plusnet are telling me that bt need to cease and reorder ? And then plusnet can provide a service.

My fault is now with the customer escalation team at plusnet but has still not progressed and i am stuck with no internet.

I keep hearing the same thing and am seriously getting fed up ! Why is it taking so long.

"The engineer has previously mentioned about a cease and re provide being required but as yet we have not had confirmation of the correct routing being updated with Openreach. I have raised this into their escalation team asking for confirmation on this."

That was 2 days ago.Nothing is happening!! I am sick of seeing this flashing green light now,i have 2 teenage children that need the internet for their studys.

[#2]

Still none the wiser,have uodated my open ticket asking what is happening but am not getting any actual info,all i want to know is if openreach are doing the cease and reorder and how long it will ne before i actually have internet 🤷

[#3]

My fault is now with the customer escalation team at plusnet but has still not progressed

I don't think the Plusnet HLE (high level escalations) team work weekends and the Openreach support team definitely don't, so there's unlikley to be any update until Monday I'm afraid.

[#4]

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@MisterW wrote:

I don't think the Plusnet HLE (high level escalations) team work weekends and the Openreach support team definitely don't, so there's unlikley to be any update until Monday I'm afraid.

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Not particularly "High Level" then is it? It's more "We don't really care".

[#5]

Just had a call from a lady at plusnet that said they need to send a senior engineer 🤦 not this again!!
The engineers cannot do anything! I explained to her that it needs a cease and reprovide apparently and that plusnet are waiting for bt to do this? Well that's what im being told anyway.

So she double checked the notes and agreed thats what it says so no engineer booked.
What is a cease and reprovide and how will it solve this?

Not sure how this will fix the issue

[#6]

And i agree,having a so called high level team that doesn't work weekends is kind of ridiculous

[#7]

Cease and re provide.

This suggests that there is something wrong with the BTW /BTOR set up of your service connection which has proved difficult to “repair”. In such circumstances the pragmatic solution is to rip down the service (cease) and rebuild it (re provide).

As likely as not, that will entail updates to Plusnet’s assets and their connection to the billing system. It’s not a tidy change.

[#8]

Still no internet! Not had any update from plusnet all week,left in limbo again

3 weeks now!!

Have asked for updates on my open ticket but have been ignored,it seems like i have to ring them AGAIN for more empty promises/disappointment.

The last i heard was about this cease and reorder but that was 4 days ago and now nothing.

So this is the escalation of customer service? Beggars belief

[#9]

@NickBS

[#10]

I just called and spoke to plusnet,they are sending me a mifi device to put me on but have not heard any update from openreach regarding a cease and reprovide so they say they will contact them and ring me back within 24 hours,fingers crossed openreach have already started the process as it takes 5 days!! If they didn't start it then am back to square one