Switching to Fulll Fibre 500

[#1]

Existing customer switching from FF+ to FF500 and having a nightmare.

All contracts signed then the fun began,

Switchover date was 8th Sept - existing  FF+ to run until that date but it was disconnected on the 15th August - no internet since them.

Phoned every day to try and resolve, including  setting up a recovery account (now closed) etc etc -  finally seemed to settle on a solution to pause the switch to FF500, reconnect my FF+ (today 24th August) and then restart the FF500 process - at least I'd have internet back (wfh + kids summer holiday us recipe for disaster !!)

Anyway no sign of reconnection - phoned today to be told nothing has progressed and someone will call me back.

On the verge of cancelling everything and going elsewhere - cannot understand why this is so complicated and the lack of BB has meant additional expense + no access to my streaming services etc and no end in sight - any one else had similar experiences ?

[#2]

So it seems because my phone line was disconnected (in error by plus net) there is nothing they can do to reinstate my current broadband service while I wait to transfer to full fibre 500.

Also they cannot guarantee that on  the date open reach turn up to install the ff500 they will actually complete on  the day (date is still TBC but estimate late Sept earliest !!).

So I am without broadband, no way for my connection to be reinstated quickly/easily and no clear path to getting FF500 activated.

Unhappy is an understatement !!

Waiting for feedback from Plusnet on latest estimate to connect but from my perspective it seems like signing up with another provider is the best solution.  The multiple tickets open on my issue and no one in plus net joining the dots to resolve the issue (not even the promised call back yesterday - which I expected would be the case) does not give me the confidence that even if I bite the bullet and stay with them they can resolve my issues.

A new provider would at least be a fresh start with no confusing backstory which seems to be at the root of my connection problem.

[#3]

Hi @Edwards1 

I'm really sorry to hear this has happened and the impact it's having.

After looking at your account I can see the order has been replaced and we're awaiting on a committed date.

As soon as we know more we'll be in touch

[#4]

Hi Matthew

I now have a date 19th of Sept and open reach have done the first phase of work so I have the fttp cable to my house ready for the box to be fitted so there is some progress.

Still I will have been without internet since the 15th August, I've had to change my mobile contract to unlimited data as I work from home as well as family usage of internet services so still unhappy overall but we are getting there.

From my account I cannot see any order/progress of the order/switch to FF500 but I do have an email, and I am still concerned about my next billl, again my account has been credited but as far as I can tell the next payment for my now disconnected service will still be taken.

Any advice would be much appreciated.

Rgds

Brian

[#5]

Hi @Edwards1 I'm sorry to hear you've been without internet for this length of time. We will certainly look into compensation once you've gone active. 

[#6]

Hi Claudia,

Can you advise on where I can check my order progress (from my account web page), and whether payment willl be taken this month for my disconnected unlimited fibre extra ?

Thanks 

[#7]

Unfortunately, you're not able to check the order online. If there is any issue's with the order going forward. you'll get an email with this information. 

We can't stop the bill's being produced, however, once you've gone live we can add a credit to cover the charges where you've had no service.  

[#8]

Hi Claudia,

Regarding checking progress and being kept informed -  there have been issues since I placed the order to switch and it's only because I have chased that there has been progress - so not confident that I will be notified if there are any further issues.

I will through no fault of my own been without service for over 5 weeks by the time I am hopefully connected to the new FF500 service so once it is complete I will raise a complaint as it is crazy that being disconnected in error while waiting to transfer to a new service cannot be resolved easily and has cost me a lot of money and time in the interim period.

Just to note again - I am due to be connected on the 19th Sept.  Open reach have completed the first part of the process and the cable is ready to be connected to the box and the internal works completed.  I also have received the Hub 2.  As I have no record other than an email saying open reach will come on the 19th my concerns are :

1 - The wrong installers will turn up - not the engineer to complete the installation - can this be confirmed that this is understood 

2 - the time slot - none has been given, I would prefer a PM slot - can this also be confirmed.

Rgds

Brian

[#9]

@Edwards1 I can see we had been updating you via ticket that you can via this link https://www.plus.net/wizard/?p=view_question&id=236149230

If there is any other issue's with this order, then we'll be notified and one of our Provisioning team will get in touch with you about this. 

The appointment is booked in for the 19th September, however this has been booked in as an AM appointment, between 8am and 1pm. There isn't a PM slot available, unfortunately, on this day. The next available date available for an appointment if you can't make the 19th is the 27th September AM or the 28th and 29th September AM and PM, please bare in mind this is subject to availability. I can confirm that the correct engineer has been booked in to install FTTP.

[#10]

Hi Claudia,

Thanks for the link - my point is no one from plusnet followed up with me to inform of issues when I was first disconnected - the responses in the link are a direct result of my constant phone calls trying to resolve the issue.

Regarding the 19th - I've waited long enough so will keep the morning slot and at this point I have no other options - noting that we will be home from 10,00am - so if open reach come before that (which they inevitably will) we will have to book again.

Rgds

Brian

[#11]

Hi Brian, I'm really sorry that no one followed up on this. I've re-opened the complaint on your account and Claudia will be back in touch soon to follow things up with you. 

[#12]

Hi Adam,

Many thanks.

Please note Claudia has done a great job, my issue is the first few weeks when I was incorrectly disconnected from my broadband service and the need to phone repeatedly to try and get a resolution (as you know none was possible so I am without a service pending my connection to full fibre 500).

Hopefully we are in the home  straight re: getting my new service up and running, but as I've repeat numerous times I work from home and rely heavily on broadband, tethering is a poor third and with the start of the new school term it is even more difficult.

Regarding open reach setting me up o the 19th Sept - based on the the issues I had I hope it can be arranged that they come after 10.00am - I really don't want to be delayed any longer.

Thanks to you, Claudia and the other members on this post who are trying to get this resolved.

Brian

[#13]

@Edwards1 - Hi Claudia isn't in but I'll get her to contact you tomorrow.

[#14]

Just to confirm status for the install on the 19th Sept.

I have now managed arranged for someone to be at the house from 8.00am to 1.00pm, menaing openreach can access the property anytime during the arranged/agreed install slot.

Hopefully there will be no  issue and the install wlll go smoothly.

[#15]

@Edwards1  - No trouble I'll relay that to Claudia as she is looking after you. Cheers