Full fibre upgrade gone wrong

[#1]

Hi, I'm checking in @Star-Light100 has the CAT team been in touch?

[#2]

Hi, yes someone from Plusnet customer support did call. He was asking what the serial number was on the fibre box. As it could be that BT could have the wrong number recorded. I’m hoping that this could fix the issue. Let’s see what happens next. Thank you for checking back.

[#3]

Day 22 since the fibre was installed and we lost broadband. Should It really take such a long time to fix a BT error.? Do we have any estimates when this error will be fixed? I’m starting to wonder if it will ever be fixed? What in this high tech world takes 22 days and counting to fix?

[#4]

Just received this message from Plus net “ We are pleased to confirm that your orders have completed. You can now connect your router to your master socket to get connected.“

Sadly nothing has changed and the broadband is still not working.

[#5]

@Star-Light100 What lights/colours are on your ONT?

[#6]

3 green lights on ONT. 1 solid orange light on router. Phoned again today. Told to add my login and password to router. Still doesn’t work.

[#7]

OK, so the ONT is functioning, and your Hub has the correct credentials? Can I suggest you wait until tomorrow and then retry - the PN systems can take up to 23.59 of the day to fully mesh.

[#8]

Yes I will wait till tomorrow and try again. Thank you for your advice.

[#9]

Keep us updated.

[#10]

Hi, no that didn’t work sadly. Still stuck with the solid orange light on the hub. Being unable to connect. Anything else I can try?

[#11]

Morning - before you ring Plusnet, try rebooting the Hub.

[#12]

@Star-Light100 - Hi just to keep you in the loop, there is still something wrong with the orders that haven't been fully completed in the back end. We've pushed things along but it will take about 48 hours. We'll Update the fault progress on Tuesday. Hopefully, there is nothing else wrong so once the orders are complete the service will work.

[#13]

Ok. Thank you for looking into this. Hopefully it gets resolved this time.

[#14]

@Star-Light100 Hi, the issues preventing me from running tests and what is causing the connection problem are still not sorted, our suppliers have asked to get an update after the 28th so perhaps tomorrow there will be more news to share but I'll check in with you on Saturday when I'm next in.

[#15]

Day 28 since the failed fibre upgrade . Thank you for checking back. I was hoping the news would be more positive. But if it’s fixed in another few days. Then that’s fine. But I’m getting very concerned it’s just not going to get fixed at all.
I’ve been told so many times, to check back in a few more days and nothing ever changes.

If this is the case you’re have to let me out of my contract due to not providing the service offered. I don’t really want to take this step. But it’s been 28 days now since we lost our broadband. I know you have done what you can with the mi-fi box, and I’m grateful for that , but the mi-if doesn’t get anywhere near the fibre that should have been installed.
We really need to draw an end to this issue one way or another. I’m still hoping it will be fixed. But when is this going to happen? I’m concerned it will just go on and on without end.
I need a concrete answer when is the broadband going to be fixed?
Thank you