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

[#11]

This is getting beyond ridiculous!!
So the cease order went thorough,but somehow my plusnet account was closed 🤦🤷 so now i have had to create a new account,a new order for my fast fibre 500!
I expressed concern my compensation going right back to 25th oct would be lost but have been assured this will carry over, watch this space.
So then they tried the reprovide.

..

Shock horror this has not worked either!?
So today i get a call from Plusnet saying a "provide" engineer needs to come and check everything before they can supply me internet? And earliest appointment is 9th DECEMBER 🤦
What in the hell is going on!?
I feel like just cancelling the whole thing but am so far into it i have to see it though now.

This is the worst experience of buying a service i have ever had.

I asked if my broadband will definitely work on the day this engineer comes and was told yes.

We shall see..

Annoyingly i paid for a months gamepass ultimate before this started which requires decent broadband so thats been a complete waste of £15 too.

So i am now owed £9.72 a day from the 25th oct
A £34.99 credit for a missed engineer appointment that was applied to the account that mysteriously closed🤔

Plusnet said that openreach closed my plusnet account? How is that even possible?? Never heard of such rubbish

[#12]

Hi @slinkywonka10 

I'm really sorry to hear this has happened.

Unfortunately, it doesn't look like we can speed this up however I can see we've sent you a MiFi box before this happened.

Is this still working okay?

[#13]

It is working but we are a family of 4 so my 2;older kids upstairs and me and the wife downstairs and it struggles when we are all online,could do with another one for downstairs really