Fibre Installation cancelled due to snow

[#1]

OK, so I rang customer services this morning and they said they weren't able to bring it forward, but instead have put it back an extra day because I can't make the appointment I was given. I've paid £50 for this to be installed and I can't see how I'm getting my money's worth in the slightest. On top of this, my billing cycle began on Monday so I'm paying for a fortnight's worth of service I'm not getting. Not particularly happy.

[#2]

@isparham there isn't a 24 hour delay, its just an issue with the way we notify you on your account, it's something we're aware of so sorry for any confusion there.
@jameshalfpenny I'm sorry I didn't get back to you yesterday. If you can let me know when the service has been installed I'll make sure you're refunded for any unused services and I'll make sure you're given a gesture of good will too.

[#3]

Okay, we're finally up and running. Just following up on your post about being refunded for the unused service for the past 2 weeks+goodwill gesture? Also, I've been activated at 40mb rather than 80 so could I you move me over to the 80mb profile?
Thanks.

[#4]

Seems a good place as any to ask this.
I also have had the engineer visit canceled due to snow, but didn't get a call saying they'd not turn up.
That was for the 21st of January with the new appointment booked for today (6th Feb) - The BT subcontractor arrived this time and now I'm connected - Hurrah.
Strange thing is, I had an email from Plusnet on Monday :
[quote="Plusnet Customer Support"]When you signed up for your broadband account, we performed a check on your telephone line to give you an estimated speed your line might achieve.
Now that your service has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison.
Estimated line speed: 1.5Mbps
Current line speed: 78Mbps

Considering I only got connected today & my initial tests (more than one test on various sites) show speeds between 48Mb/s and 59Mb/s
Can anyone explain this?

[#5]

Similar for me. The BTOR eng'r said maybe older processors in PC can't quite handle fibre speeds or maybe to do with anti-virus / firewall. Of course, wireless connection would degrade the bandwidth esp. with technicolor router.
I get most accurate results by booting into safe mode with networking and using ethernet cable connection to iMac   computer.

[#6]

Your engineer is not wrong.
I have some older PC's that won't get anywhere near the 20mbps of my ADSL2+ line in download tests.
And local wireless throughput will also be an issue in many cases, especially with fibre broadband connections.

[#7]

Quote from: jameshalfpenny

Okay, we're finally up and running. Just following up on your post about being refunded for the unused service for the past 2 weeks+goodwill gesture? Also, I've been activated at 40mb rather than 80 so could I you move me over to the 80mb profile? Thanks.

Hi, could I get a response to this please? Thanks.

[#8]

Hi there,
I've just added a ticket to your account, hope that helps. Modify order has been placed for you and should complete tomorrow.

[#9]

That's fantastic Matt, thank you. Very impressed by plusnet's customer service despite the delay (not something you can help I realise).

[#10]

Quote from: southoulton

I also have had the engineer visit canceled due to snow.... That was for the 21st of January with the new appointment booked for today (6th Feb) - The BT subcontractor arrived this time and now I'm connected - Hurrah. Strange thing is, I had an email from Plusnet on Monday : [quote="Plusnet Customer Support"]When you signed up for your broadband account, we performed a check on your telephone line to give you an estimated speed your line might achieve. Now that your service has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison. Estimated line speed: 1.5Mbps Current line speed: 78Mbps

Considering I only got connected today & my initial tests (more than one test on various sites) show speeds between 48Mb/s and 59Mb/s
Can anyone explain this?

I imagine that because Plusnet expected your connection to be on 21 January, (14 days before the Monday you got the email), your account was activated ready. The email will be from an automated system based on that.
Where the 1.5Mbps estimate comes from I have no idea - is that to do with your existing ADLSx connection?
The 78Mbps "Current line speed" is the default set on the account for new 80/20 Plusnet services.  Within a few hours of connection it should adjust to roughly the IP Profile shown by the BT Wholesale Diagnostics Test.  As you had only just been connected it hadn't happened at the time you posted.
In view of the early account activation you need to check you are not charged for FTTC for the fortnight.

[#11]

Quote from: Estragon

I imagine that because Plusnet expected your connection to be on 21 January, (14 days before the Monday you got the email), your account was activated ready. The email will be from an automated system based on that. Where the 1.5Mbps estimate comes from I have no idea - is that to do with your existing ADLSx connection?

I have no idea either as at no point did anyone suggest an estimate of 1.5Mbps to me. My ADSL connection was over 3Mbps before switching.

Quote from: Estragon

The 78Mbps "Current line speed" is the default set on the account for new 80/20 Plusnet services.  Within a few hours of connection it should adjust to roughly the IP Profile shown by the BT Wholesale Diagnostics Test.  As you had only just been connected it hadn't happened at the time you posted.

I rather think the same, but it's worse than that. I received that email 2 days BEFORE being connected
I certainly didn't expect such a blatant "We haven't actually looked, but this is what you'll want to hear" boiler-plate type email, though.
I really hope this is not a sign of things to come, Plusnet used to actually take pride in delivering customer service - or at least gave a good impression of caring.

Quote from: Estragon

In view of the early account activation you need to check you are not charged for FTTC for the fortnight.

Now, there's a very good point. In view of their system sending out results of tests that could not have been carried out, I think I shall be getting on the 'phone. Might be an idea to raise a ticket though the web site, too.
Had hoped one of the Plusnet staff might have answered this?

Quote from: mikko

Similar for me. The BTOR eng'r said maybe older processors in PC can't quite handle fibre speeds

Not going to be an issue - PCs have been able to handle 100Mbps LAN speeds for several years, going back to the last century so fibre will not be a problem - unless your system was built sometime before the mid-ninties.
Local wireless will only connect at around 54Mbps when running with a clear, uninterrupted signal - so that would cause limitations.