Hi all,
I'm having a really hard time understanding what is going on with my fibre installation. I am transferring from BT Infinity Option 2 to PlusNet's Unlimited Fibre Extra package -- so the exact same plan, but a different provider. Here's a quick timeline of what's happened:
- 9th January: placed order, date for transfer set for 26/1
- 26th January: contacted customer support as no update or router delivered. Informed that my order had 'slipped through the cracks' and hadn't proceeded. Date then put back by a further *three weeks* (!) to 16/2
- 16th February: Phone switched immediately, broadband went down about 11am. Called at 4:30pm - told to wait, nothing they could do. Called again at 7:30pm, told broadband was not connected, would chase in the morning and call me back.
- 17th February: No phonecall from Plusnet. Chased up after work at 5:30pm and told by BT there are 'capacity issues' at the exchange. I am now without broadband and will be without it until next week!
To say I'm frustrated is a bit of an understatement. I rely on this connection for work and am having to go to all kinds of lengths to get my work done. I am hoping someone can address the following:
- What exactly are 'capacity issues'? I was already on the fibre connection, how can there magically be problems in capacity when I already had the same connection?
- Why is it taking a week to sort out?
- Why, in my router, can I see that the broadband itself is connected -- the issue seems to be that the account isn't active, since I get a lot of CHAP authentication failed messages.
Can someone from CS cast another look at this and see what the heck is going on, please?
