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JL broadband/Plusnet ceased without warning and Plusnet Full Fibre not ready

corringham
Seasoned Champion
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Registered: ‎25-09-2015

Re: JL broadband/Plusnet ceased without warning and Plusnet Full Fibre not ready

I'm not sure who initiated the cease - whether it was JL, Plusnet, or OR - but that shouldn't happen if the replacement service has not been enabled. To me that is an error, and need to be addressed urgently.

I find Plusnet's indifference quite irritating, and it isn't my connection. Suggesting a mifi or other dongle and saying there will some compensation eventually (but limited to 60 days worth),  but holding customers to the contract isn't great customer service. 

MisterW
Superuser
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Re: JL broadband/Plusnet ceased without warning and Plusnet Full Fibre not ready

but that shouldn't happen if the replacement service has not been enabled. To me that is an error, and need to be addressed urgently.

I absolutely agree.

I find Plusnet's indifference quite irritating, and it isn't my connection. Suggesting a mifi or other dongle and saying there will some compensation eventually (but limited to 60 days worth),  but holding customers to the contract isn't great customer service. 

However IF its not possible to place an order for a copper based product, then trying to progress the FTTP order ASAP with OR is the best approach , whilst suggesting a mifi or dongle in the interim.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

corringham
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Re: JL broadband/Plusnet ceased without warning and Plusnet Full Fibre not ready


@MisterW wrote:

However IF its not possible to place an order for a copper based product, then trying to progress the FTTP order ASAP with OR is the best approach , whilst suggesting a mifi or dongle in the interim.


We don't know for sure whether a FTTC service could be ordered - however we do know that Plusnet won't order one as a stop-gap even if it is possible.

The order was placed in November. The connection is still not in place. There is still no date for a connection. The one thing that has changed is that the working broadband has been ceased. 4G isn't viable, and has to be arranged by the OP anyway. Compensation will last 60 days maximum.

My experience of wayleave issues is that it will likely take months several months - more than the 60 days. In my area it took a year to sort out a very simple 10 metre dig - even after I'd explicitly asked about wayleave at a public meeting, where the ISP concerned assured everyone it was all in place (I knew it wasn't as I'd asked the landowner - it took 6 months for them to contact him).

pjmarsh
Superuser
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Re: JL broadband/Plusnet ceased without warning and Plusnet Full Fibre not ready

@corringham "we do know that Plusnet won't order one as a stop-gap even if it is possible"

Do we know that?  Sorry if I have missed it, but I think we only know that they won't do it for the OP.  We don't know the reason for that, but it's been speculated that it is because it's a Fibre Priority Exchange.  Only the OP or Plusnet can confirm if that's the case.  I don't think that anything has been said to suggest Plusnet wouldn't do it if it was available.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

corringham
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Re: JL broadband/Plusnet ceased without warning and Plusnet Full Fibre not ready

Plusnet have explicitly said they won't provide a stop-gap for the OP. That may or may not be due to it being a FTTP priority area.

However, according to the Openreach FTTP Fibre Priority Exchange programme web page If FTTP is not available at the premises, then the stop sell will not be applied and any available product can be ordered. 

It may be the intention that FTTP is available at the OP's premises, but since 4 months have passed and still no progress has been made it is fairly clear that FTTP is not available. That just requires a database update, and then FTTC could be ordered.

Any work that involves cutting trees is likely to take a significant amount of time. There are lots of regulations that can apply to trees depending whether there are TPOs, forestry, or impact on wildlife (bats and nesting birds). Since the work hasn't happened yet, I expect it will take months (just checking which regulations may apply will take weeks). Installing FTTP ASAP isn't the same as providing broadband in the near future.

To me it looks as if the only way to provide broadband in reasonable time is to reinstate FTTC.  

SueW1
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Registered: ‎23-02-2023

Re: JL broadband/Plusnet ceased without warning and Plusnet Full Fibre not ready

Thank you to everyone for your comments and concerns. I feel supported by the community!

Open Reach called me today and I’ll post an update tomorrow, as they’re due to call me again. Fingers crossed I might be getting somewhere…

SueW1
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Re: JL broadband/Plusnet ceased without warning and Plusnet Full Fibre not ready

Update!

Open Reach have received permission from the landowner opposite my house and are due to work on installing the cable to my property on Friday.

I'm keeping everything crossed…

SueW1
Hooked
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Registered: ‎23-02-2023

Re: JL broadband/Plusnet ceased without warning and Plusnet Full Fibre not ready

Open Reach completed the job today, so I’m finally up and running.
Thanks everyone!