BT modem be posted ?

[#1]

Quote from: jelv

Quote from: joclark Unfortunately we are currently out of stock with the modems, so we will need to arrange for an engineer go to the property to install this kit. However, if the talktalk router is unlocked they can continue to use this router. What are the chances of the engineer actually turning up with the modem when he realises there is an existing FTTC service?

Quote from: joclark

High probability Jelv. We use different routers that TalkTalk, Sky, BT Etc so when we ask an engineer to arrange the fibre broadband they should go to the property install the modem and everyone is happy.

Jo, It appears your answer is WRONG:

Quote from: AndyH

This is what Openreach say (so I don't think they can be blamed...): Quote If you win a customer back from a CP who uses an integrated modem/router device, you should be aware that an Openreach modem may not be installed in the premises. You should either provide your own integrated modem/router device or raise a fault on that line as soon as it is completed to get an engineer to site to install an Openreach modem. Recognising the customer experience issues associated with this situation, you may contact the GEA-FTTC product line who will arrange a bulk supply of Openreach modems which you could post as part of your provision process.

@I.T.Works
If you are not to face embarrassment with your client I recommend you ask for the installation to be suspended until such time as you know that a modem is on it's way. An alternative would be to source a modem yourself and notify Plusnet that in the event that the engineer fails to turn up with the modem and they fail to send one you will install your own and charge Plusnet say £5 a day to rent the modem from you.

[#2]

This leads me onto another question:
If I move house; should I take the fibre modem with me or leave it behind?  Assuming the new location has FTTC installed I would expect to be able to move my account from the one line to the new; but not sure if the done thing is to leave or take the modern?

[#3]

@jelv
I can hopefully sort something out for the customer in the meantime if needed . The install date is not till the 24/03/15. Hopefully PN will get it sorted by then .
According to the customer open ticket , the engineer is not going to turn up

Quote

notify Plusnet that in the event that the engineer fails to turn up with the modem and they fail to send one you will install your own and charge Plusnet say £5 a day to rent the modem from you.

I like your thinking, i may do that  :), if they can not sort it out

Quote

Recognising the customer experience issues associated with this situation, you may contact the GEA-FTTC product line who will arrange a bulk supply of Openreach modems which you could post as part of your provision process.

Quote

Unfortunately we are currently out of stock with the modems

PN why are letting your stock of BT modems run out, do you find stock control difficult ?
Kind Regards
Mike

[#4]

What a a joke trying to get this sorted is, as i had no reply here , thought i would ring in.
Spoke to CS who then passed me to provisioning who then passed me to tech support , who said it should be provisioning to contact the supplier to make sure the engineer go's to the property with a BT modem.
Provisioning said when ordering , if there is already fibre on the line , by default the engineer will not go to the property.
So a customer with fibre orders PN fibre, through out the sign up and automated emails , says the customers will need to be in on the install day  .
Install day arrives fibre gets switched, no engineer arrives, the customers equipment is locked down to previous ISP or they don't know how to re configure their equipment ( one box, no BT modem ) = no fibre
PN why are you letting this happen?
By default you should be making sure the engineer attends the property or send out the BT modem ( oh you can not , As you have let stock run out)
or ask the customer if they need the equipment , not just assume all will be okay
48 minutes on the phone it has taken me, to get this sorted = nightmare
Kind Regards
Mike

[#5]

The process we follow is the one detailed by AndyH earlier on in this thread

Quote

or raise a fault on that line as soon as it is completed to get an engineer to site to install an Openreach modem.

However I think I might be able to sort this out for you.
@I.T.Works
If I can get hold of a modem, is the address on the account linked to the ticket ID you posted where you'd want it sending?

[#6]

Chris,
That is process instigated delay, necessitating no broadband service during the time it takes to process the ticket, arrange an appointment and home the engineer does not fail to attend, to say nothing of the need for the user to wait at home (again?).  Is a better solution being sought?
Kevin
Typos corrected

[#7]

Quote from: I

What a a joke trying to get this sorted is, PN why are you letting this happen? Kind Regards Mike

Great post Mike so I'm not alone, I had terrible change over last week, just same OR never brought and fitted a modem and I could not get Support to make OR come and do that.
I spent £6 a day for 3 days to BT FON  total £18 would have been longer but I had a contact who stepped in and sorted one for me to fit myself or it would have been more £6's a day.  I received £3.75 credit.
I'm still trying to get the free 1571 and free McAfee sorted.

[#8]

@Chris , thanks although this should now be sorted, engineer is going round  (ticket 100597250)
Why are you not automatically sending BT modems out to customers who are moving from another fibre supplier, as it is clearly an option ?

Quote

Recognising the customer experience issues associated with this situation, you may contact the GEA-FTTC product line who will arrange a bulk supply of Openreach modems which you could post as part of your provision process.

To be frank that process followed at the moment is just ridiculous. Do you think its is good customer service to knowingly (potentially) leaving customers with out a service? (could be days until engineer is available )  and then ask the customer, in most cases to take time off work ( costing the customer time/money) to wait for a BT modem ?
Kind Regards
Mike

[#9]

Mike, you may have an engineer booked, but I'd only believe that is actually going to happen when the doorbell rings!

[#10]

jelv, very very true , although i have spent 48 mins on the phone this morning to get the order amended. I would be furious if the engineer does a no show ( which as we all know is possible)
@ Chris if you want to send a BT modem out just in case please do . (ticket 100597250)
Regards
Mike 

[#11]

The process at the moment isn't great, we know that. The problem is down to some providers doing self-install and others not (yet).
I'm flagging this up again internally as I don't think the current process is great, it adds delays on for customers and overheads for us.
@I.T.Works
I'm happy to send a modem out, but if I do then I'd cancel the engineer. Sending the modem from here is probably the safer route. Let me know.

[#12]

Hi Chris , yes please send the modem and cancel the engineer from going to the customers property ( going to exchange only ) .
Kind Regards
Mike

[#13]

That's in the post now.

[#14]

Thanks Chris, much appreciated.
Regards
Mike