Moved house and upgraded to FTTP, still not working on activation day!

[#1]

So I moved house from Scotland to Wales, ordered the upgrade a month ago, and activation day was yesterday (ridiculously long wait but I made it). Now, I’ve looked in the manual of my Two Router and it says I need the Ethernet cable and an ONT Openreach Port box of some sort. Problem is, I’ve not been sent any box and I certainly don’t have one in my new house that’s been installed. I tried it the normal way and my router isn’t picking anything up so I’m pretty much stuck the day after it was supposed to activate with no way of knowing how to get my wifi on or what the situation is with getting me what I need.
Any help on this would be great as I’ve waited far too long for this company to give me what I’m paying for already.

[#2]

Problem is, I’ve not been sent any box and I certainly don’t have one in my new house that’s been installed

If you've ordered Full Fibre(FTTP) then an Openreach engineer will have been booked to install the Fibre to your house. They will provide and install the ONT, its not something you can do yourself/

Unless its a new-build , in which case there's a possibility that an ONT has been preinstalled when the house was built.

What PlusNet product have you actaullt ordered ? Full Fibre, unlimited Fibre or unlimited Fibre Extra ?

[#3]

It was ‘Full Fibre 145’ and this was a month ago now. I’ve waited long enough for it and still have not heard anything back in regards to my order except that I’m still changing address on the account page for some reason. I’ve been at this home (it isn’t a new build) for two weeks now.

[#4]

was ‘Full Fibre 145’ and this was a month ago now. I’ve waited long enough for it and still have not heard anything back in regards to my order

That doesnt sound good , I suggest you call Customer services to find out what's happening with your order.

[#5]

Exactly, it’s appalling service. Never known them to be so bad, but this is abysmal. I’m in the inevitable dreaded phone queue now where it’ll take until the end of time to get through xD

[#6]

Yes, phone queue response time is not good at the moment.

The order system is highly automated, it has to be with the typical .volume of orders. When things don't go to expected plan, it should spit out a task for provisioning staff to take action, problem is that orders seem to get 'stuck' in Openreach's system sometimes and the exception task doesnt get triggered. It then needs someone to manually check and progress the order.

[#7]

Just thought I’d provide an update:

They told me that an engineer arrived yesterday, after dinner time in the evening (late I know) and that he thought nobody was home so didn’t bother to even call me when he should have to check if I was there. I was upstairs building a bed at the time so of course I wouldn’t have heard a knock, but a phone call I could definitely have answered. The agent on the phone apologised because of the engineers idiocy to not think to contact someone on their phone when there is no answer, and he’s said that at first they tried to get 4th of November as the re-book date which would mean I’d have waited 2 months for an installation (insanity I know). He’s since said they’re trying to expedite it and something about me getting compensation for every day I don’t get an installation done, so it’s in their interest to hurry up.

Either way it’s a farce on their end, and I’m fuming that the engineer was such a fool and didn’t use common sense and do his duty properly. Will hear back about the new date on Monday, hopefully it’s some time next week as I’ve got important things coming up and need what I paid for.

[#8]

Hi there,

I'm really sorry to see what's happened.

We'll need to speak to our suppliers helpdesk when they're open to request an expedited appointment. I've tried to put it through online but as the engineer's passed the job back in a status that suggests you've missed the appointment, the system's not allowing me to request an expedite so the earliest it's giving me is the 27th. 

I do however see the engineer left notes way outside of the booked timeslot, those notes suggest they didn't attempt to ring and additionally hadn't uploaded the usual photograph evidence either of your front door. 

Once we've spoken to our suppliers regarding this, we'll let you know. 

[#9]

That’s great thanks. The 27th is far too late anyway as that’s a lot more compensation from yourselves and far too long for me to handle with University work starting. Also, as you stated, it wasn’t my fault that I did not hear the engineer as it was his duty to call me or leave a note saying he had been and was there, and so I was waiting all day not knowing he’d been in the evening and he has therefore cost me getting wifi on time. Hopefully the expedited appointment will be much sooner than the 27th and this can be put behind us.

[#10]

Spoken with the supplier helpdesk a couple of times today and it's barely 9am.

The absolute earliest they can get an engineer out for you is the 21st October 8am to 1pm, so we've rebooked you in for then. Sorry again for what had happened and apologies I can't get another engineer arranged for this week.