Fibre Installation Problems

[#1]

Guess what yet another no show for the phone line dig today! This is getting beyond a joke. I am seriously thinking of asking Virgin to come and put their cable into the hole in the wall made by BT. I am sure they would do it well before BT come and reconnect my line.
As I have been getting nothing like the contracted service I suspect I should be able to cancel without penalty and there would be no messing about with MACs.
I have given up asking Plusnet's phone line what is going on because the answers I get seem to be generated at random and don't bear any relation to reality. I have been getting unintelligible messages about an escalation, but I was clearly told that the dig was still scheduled for today. As I have have said before, when I tried to arrange to sort out the broadband fault I was told BT would not allow this with the outstanding phone fault.
I don't really want to bother arranging an engineer visit to look at the internet before the phone fault is fixed because with BT's track record I don't belive they would show up.
Can I get a sensible answer here about what is going on.

[#2]

HI o2refugee,
Really sorry to hear this. I've asked our prov team to jump on things for you, there'll be an update soon.

[#3]

Good luck O2Refugee I signed up with Plusnet from BE Internet solely to get fibre, BT Openreach sent engineers to connect me, communication between them was non-existent and a DSLAM fault has never been cured at the street junction box. Plusnet said they could not offer anything better than a standard broadband service until BT upgrade the box. BT typically have done nothing and simply gave a review date of September, which of course will be then moved to a later date and so forth... Changing from BE was a mistake, the Plusnet service was inferior from day one, where I used to get 6meg down I never get better than 4.5 wher I used to get 1meg up I now get anything from .4 to almost nil. I am now totally disillusioned and left with no recourse but to blog my dissatisfaction as widely as possible in the hope that I can create sufficient bad publicity that someone somewhere will actually provide some kind of customer service.

[#4]

@southheathen I can see that Chris Pettitt has placed an order to uncap the upstream for you, that should get you back to around the 1Mb you were used to - hope it helps. I can't see that you've raised a fault though as far as the downstream goes, it does look like there's a few drops in connection there unless those are you rebooting the router?
<img src="http://community.plus.net/visualradius/generated/image13736202776645.png"/>

@o2refugee I can see our faults team are on top of the ticket and the escalation, though I'm sorry the latest update isn't the news any of us were wanting to hear. I'll see if we can put any more pressure on that one for you.

[#5]

I have seen no sign that anyone is on top of any of my tickets as another week goes by with no progress. I am only getting ADSL rates, have only had a connection for half the time I have been billed for a "fibre" service and no sign that anything is going to change anytime. I have seen the messages about an escalation request being accepted before and all that resulted was the date I was given did not happen.
What do I need to do to claim a refund of my first month's bill?

[#6]

Rebooted router now and then to see if I could better the speed... alas no!

[#7]

Hi,
I am beginning to think the Plusnet service is incompetent. I have no internet access for 3 weeks and they also ordered ADSL instead of fibre by mistake and cannot do anything about it until next week. [mremoved], the most senior manager there at the moment, apparently, cannot do anything about it today, more incompetence.
dick:csa

[#8]

@o2refugee
The work that has been due to be carried out to resolve your issues has been delayed, this is now due to complete this Friday 19th July.
I've refunded the the charge for you fibre service up until the date above, this can take up to 10 days to process.
I'll update your ticket to reflect this and we'll also keep you updated regarding the fault on the same ticket.

[#9]

Another week of no progress. The "work that was due to be completed this Friday" has not happened, but I do keep getting meaningless emails saying the question has been returned to the BOT.

[#10]

Really sorry to see this is still an issue, I've just checked ticket 70730819 and can see that a further update was added on the 21st with more info, have you seen that yet?
Thanks for the feedback about the email notifications, FYI those messages should be followed up with a further response, so I'd take those as good news that we'd be due to review the issue and update you again soon after.
Adam

[#11]

Some progress at last. Duct work just completed today. The bad news - he was unable to reset the DSLAM at it was not labelled as a fibre job. The line is currently capped at about 10Mb (8 Meg in reality) download and about 0.5Mb upload. - Slower than my previous ADSL service. Can you arrange to get this reset? I was expecting to get about 45Mb.
This is hard work!

[#12]

Hi o2refugee,
Unfortunately with Fibre the only way to get the SNR reset is to get an engineer out to the cabinet to reset it from there. I'd recommend popping the info on the ticket, our faults team will be picking it up tomorrow to see what's happened with the ducting so if the request to chase the reset is on there they'll be able to look into that for you as well.

[#13]

I have added it to the ticket and I got the standard stock answer to wait for the speed to go back up on its own. A everyone here seems to know this never seems to happen, especially as in  my case the speed has never been up to the predicted rate anyway. I am tired of banging my head against this brick wall of trying to get some action from raising a ticket. It never seems to work for me.

[#14]

Hi,
Right. It's very unlikely that'll work, as there's a banded profile in place. I'll get a broadband fault raised and try to get an engineer out to reset things for you, will report back once the fault's raised and I've had the echat to request it.

[#15]

Okay that's done now (actually still finishing the echat, but I did want to show how long it takes a single person to raise a fault, action an echat and arrange an engineer on short notice - apparently just short of an hour).
The engineer will be attending tomorrow morning I'm happy to say, hope it gets everything sorted for you. Please let us know.