What a joke - broadband delayed AGAIN and now CANCELLED

[#1]

Broadband ordered 16/10/2022, phone service live on 20/10/2022.

On Monday, received the 'order has been delayed' text. On hold for 45 mins on Monday, was told they were contacting suppliers, and promised a follow up call the next day with an update - received nothing.

Called back Tuesday - the guy very confused on the end of the phone as to what was going on. Finally ordered me my router (and was surprised it wasn't ordered before), but still couldn't resolve. New order placed. Promised a call back in 24 hours. Received nothing.

Called Wednesday. Again, promised they would contact suppliers. New order placed, and 'case with suppliers'. Promised a call back today - no call received AGAIN.

Called Thursday. No idea what was going on... again! Will 'contact suppliers', but have no means of doing so as they only receive inbound calls!! Have cancelled the order and will replace manually. THIS HAS BEEN DONE 3 TIMES NOW AND NOTHING IS BEING RESOLVED.

I've spent around 6 hours on hold this week alone, only to speak to 4 different people who have 'no idea' what is going on and will 'contact suppliers and provide an update'. Fed up of this.

WHAT IS GOING ON?!

[#2]

@gib917_12   have you checked to see if the service is available on your number/address? 

Enter the details in the BTW DSL checker, post the results hiding your personal details.

https://www.broadbandchecker.btwholesale.com/#/ADSL 

[#3]

Here you go. This is from the phone number - though comes up with a different cabinet to if I put my address in...

[#4]

Thanks, if it is a new number to you it is probably still showing the old customer, can you post the address version please?

[#5]

Here you go - any issues that you can see? Thanks

[#6]

Hi, nothing obvious to me at leas, Looks like the number has not been used for a couple of years, but could only get ADSL, but at a good speed.

The address one shows slower ADSL, but max speed FTTC.

If I was to have to guess, then a records issue at Openreach might be the problem.

[#7]

Thanks so much. How would you recommend moving forward? My orders keep seem to be getting delayed and then cancelled... and whoever I speak to says they 'don't know what the issue is' and 'will contact suppliers' (but I never hear back). Apparently the inbound team at PlusNet can't phone OpenReach themselves so just have to raise a generic ticket - most frustrating.

[#8]

Alas all ISP's have the same issue with Openreach.

Ideally one of the helpful PN staff will respond to your post, although it can take a day or two. At least on here they have a chance to look into the problem, whilst those on the phones have to try and bumble an answer.

That said, do try and keep on top of them, by phone, ticket or here when you get a reply. 

[#9]

@gib917_12 

As @Mustrum  suggests, this looks like an Openreach records error. It might be useful to try a UPRN search of your proprty by putting your address in here: https://www.findmyaddress.co.uk/search. This might throw some light on to the issue if you then enter the UPRN number into the ADSL checker..

The Plusnet staff who come along on this forum are familiar with this sort of problem and are better placed to sort this for you.

[#10]

Thanks @Baldrick1. That check spits the below out of the ADSL checker. Not entirely sure what I'm looking for here, but looks different to both the phone number and address ones...

Does this imply I get Fibre, or copper?

[#11]

@gib917_12 

If the graphic that comes up on the UPRN check aligns with your property then it suggests to me that the phone number is not associated with this property in the Openreach records. Is the number correct? To check ring 17070.

[#12]

Interesting. I don't actually have a home phone to call on - but PlusNet have assured me a new phone line has been installed at the property. Is there another way I can check? Or do I just have to sit and wait at this point?

[#13]

@gib917_12 

Can’t you borrow one? They are a useful diagnostic tool if you have problems.

They are not expensive. https://www.argos.co.uk/product/3924358?clickPR=plp:11:11

[#14]

Some of BTOR's records are in a real mess.  Recently, I was involved in an order for broadband AND PHONE for a village pub.  If the line went into the pub, then FTTC & voice were available ... however if I wanted it to the flat above the pub ... it is on stop sell ... FTTP only, no voice service!

ISPs have to deal with these issues day in and day out - navigating BTPR's B2B systems is something akin to a hurdle race, except it you knock one over, you have to go back to the starting line.

[#15]

Hi @gib917_12

I'm really sorry for the delay with getting you online.

From what I can see this is due to the supplier records not showing that fibre's available to order for your line. I'd ignore the results from the address check and go with what you see from the check when you type in your landline number as our suppliers always say this is a more accurate way of searching the database. 

Having said that, can your neighbours get fibre? Also it may be worth filling out this form https://www.openreach.com/forms/fibre-broadband-availability---customer-form to ask Openreach's fibre availability enquiries team to check if fibre should be available or not. 

If fibre isn't available then you can cancel for a full refund or agree to a new contract for standard broadband, in either case I'd recommend calling our Customer Options Team on 0800 013 2632 to arrange this. 

Let us know how it goes.