Unacceptably Delayed Broadband order

[#1]

@Longliner 

"as BT was forced to give up its lucrative Openreach arm some years ago, and OR is now completely independent"

Yes, Openreach is an independent company, and is mandated to treat each ISP equally, (badly?), and without favour.

However AFAIK, it is still 100% owned by BT Group PLC isn't it?

Doesn't that mean that Clive Selley, (CEO of Openreach), ultimately reports to Philip Jansen, (BT CEO), and the rest of the BT board?

https://www.openreach.com/about/how-were-led/our-execs

https://www.bt.com/about/bt/our-board

TBH, I don't understand how the BT / Openreach relationship works at that level. Does anyone else have a better understanding of it?

[#2]

Hi @banjomir, just to let you know I've checked and we're still waiting for the issue to be resolved. 

As agreed I'll chase this again tomorrow before giving you a call, I've added an update to your account here in the meantime: https://workplace.plus.net/tickets/ticket_show.html?ticket_id=233899052

Adam

[#3]

Hi @adamwalker do you have an update for me please?

[#4]

Cheers for taking my call, we're still expecting the activation to go through by the end of today, they can take place right up until 23:59. 

I'll check back in with you next Tuesday but do get back to us in the meantime if you need to and one of my team mates will be able to help out.

[#5]

STILL NOTHING!!!

Here I am, still in the exact same situation as I was in on the 17th with absolutely NO PROGRESS being made. How on earth is this even possible?!

[#6]

Ah man that’s terrible.

I’m the same. Day 33 since placing the order and still no broadband.
The guy looking after my case is now off until Tuesday so I’m not holding out much hope of having internet this weekend either.

Hopefully you will go live today

[#7]

Seems highly unlikely. Since @adamwalker is now away until Tuesday, this will only get picked back up then. OR will be contacted, they will once again promise that it will be up and running within 48 hours, then it won't happen again, and round and round we go....

[#8]

Yes I agree. He was looking after me to.

I don’t think there is a realisation or acceptance of just how much of a negative impact and strain this situation is putting on people and families.

[#9]

I was told over the phone in one of my conversations with him, in the nicest possible way, that I am just not a priority case (and neither are you). We are considered low priority by Openreach. They simply don't give a monkey's...

[#10]

This is how plusnet agents are "helping out"...by simply putting things on hold:

[#11]

Tbf I think Adam is genuine and the issue does still sit with Openreach.

On my question feed Openreach message back to Adam yesterday stating my broadband should come on by 23:59 tonight. Don’t believe it but who knows.
I don’t know if yours says the same.

My kids have run out of mobile data again not that it’s working very well as the Vodafone mast is down. I’m not paying for anymore data so I’m public enemy number one and so stressed with the whole thing.

[#12]

Yeah, I've been promised a few times that it would activate by 23:59 on several dates. Personally, I think this 23:59 nonsense is just to buy them more time. Why they can't just get things done however, is a baffling mystery.

[#13]

@banjomir 

Looking at the time lines here ... did you tell Sky what the transfer date was ... or did you just leave everything to follow the Ofcom Gaining Provider Lead migration process, that is you spoke to no one other than Plusnet?

Leaving everything to the new provider usually goes very smoothly, whereas telling the existing supplier you are leaving ... and they then raising a cease order on their service, is assured to create a foul-up of the profile of this experience.

[#14]

I contacted plusnet and asked them if I need to also contact SKY. They said no, leave everything to us. So that's what I did. I left everything to plusnet. I also asked them expressly if there would be a considerable downtime, they assured me no, there would not be. Well, 10 days later, I consider that a considerable downtime.

[#15]

Transfers from LLU ISPs (Sky, Now and Talk Talk) have extra technical hurdles. They need markedly more engineering effort than other ISP migrations. Would be interesting to know what issues have been encountered here.