My house move experience

[#1]

Nice generic cut and paste reply xD
Might want to update it for Fibre installs, i believe they don't need microfilters with the new #2 box openreach install.
Anywho, replied, but i do have a question:
If this is a new install (which it is due to a house move) and the fault has been apparent since install (Which it has, as i raised it straight away) will i still be charged the £99 if the issue is anything other than what i plug into the socket?

[#2]

Hi DoughPea,
You mentioned that it's the 2nd socket in the property. Have you tried connecting the phone to the other socket in the property to see if you get a dial tone there?
Also, just to confirm, if you've done all the testing we ask you to do and connected into the Test Socket then this should rule out any internal wiring being the issue.

[#3]

you seem to missunderstand. I have 1 socket in my property.
That socket has 2 ports.
1 for my fibre router, and one for a phone line.
This is a stock photo of exactly what i have:
http://imgur.com/hv1N9ra

[#4]

Quote from: Linn

Also, just to confirm, if you've done all the testing we ask you to do and connected into the Test Socket then this should rule out any internal wiring being the issue.

Unless my phone is the fault, which i already tested in another property to rule that out.

[#5]

Morning DoughPea,
I understand what you mean now.
I can go ahead and book the engineer's appointment for you. We can arrange an engineer's visit for next week. Can you confirm your availability? AM appointments are between 8AM and 1PM and PM appointments are between 1PM and 6PM.

[#6]

I have gone off what you stated in your ticket and booked the appointment for an engineer to visit your property on 28/04/2014 between 8AM and 1PM. Please let our Faults team know if this needs re-arranging by calling them on 0800 432 0200 (from a landline) or 0345 140 0200 (from a mobile).

[#7]

Well, i'm starting to regret making a big deal about this phone.
Now my internet has bit the dust, and has been that way since 9:15 yesterday.
Being someone who works from home, i've had to go to my parents house with a "craptop" just to get the bare minimum done
I'm not sure who the adviser was i spoke too on the phone, but he's the first one i've felt annoyed with in all my dealings with PlusNet.
After informing him of the ticket for the phone (offering the ticket number too), and explaining since then my internet has now gone off, he leaves to "do tests"
He then returns saying an appointment has already been booked in for my phone, and seems happy to leave it at that.
When i explain again that this has come on AFTER the phone fault was raised, he seemed to get it and toddled off again.
When he returned, he asked what router i had. (asking if it was supplied by plusnet.). I explained it was a fibre connection and that both boxes were as supplied by PlusNet.
He then asked me to plug my router into the test socket.
As all of you know who have fibre, the connection to the test socket is not the same as the connection to the fibre box. When i explained this, he seemed to twig on and went to the next step. Changing microfilters.
Now, i'm not sure if this was just me explaining it wrong or something, but i was starting to get annoyed. its a FIBRE install. there ARE NO microfilters.
I know i should not have got annoyed, but i'm sure he could tell by my voice i was getting a little heated at this point, and he was quick to end the call with a promise of someone getting in touch within 24 hours.
Can you perhaps have a half hour training session with the staff to make them aware of the mechanics of a fibre install? I feel like this guy was just guessing when dealing with me.
At the very least, have a troubleshooter for them that goes down a fibre route, instead of the standard one.
Thanks for the room to vent, i feel a little better now!

[#8]

The problem is that it's difficult (maybe impossible?) to raise a broadband fault with BT while there is a phone fault open. For very good reasons.

[#9]

Hi DoughPea,
I'm sorry for the issues you had when you called us. I've just checked on this and the advisor you spoke to has only just recently started and was perhaps unsure what to advise regarding this. I'm sorry about this and I'll ensure this is fed back on. As we don't have troubleshooter systems that inform the advisor what to go through and what to ask next it's all done manually (from memory) so from the sounds of things it may have been that this advisor was asking for assistance every time they put you on hold and they didn't make a point of informing their supervisor that it was for an FTTC connection, hence why they were then advised to ask you about changing microfilters. Regardless of all of this, I've passed on the feedback to ensure that they are reminded of this for next time.
As HPsauce has stated, we are unable to raise a fault for your FTTC service until the Phone fault has been confirmed as resolved.
Can you confirm if the phone service has now been restored?

[#10]

Engineer was supposed to call on the 28th, but did not come to the house. This was the same day my internet went off.
I'm starting to wish i'd not said anything now. At least i had internet before.

[#11]

Well, it seems no answer on a mobile number = no visit.
I missed a call at 8:05 on the morning of the visit, as i was in the garden with the dog. I'm assuming because i did not answer, the engineer decided not to bother coming to the property or got the wrong house.
Thats an expensive fence i painted!
Engineer coming on the 6th now, i'll be sure to have someone stationed at the front and back door and secretaries on each phone line just in case.
I don't know what i'm more annoyed at, Me missing the call, or me still not having internet due to a fault that was never fixed from the instalation.

[#12]

Thanks for keeping us updated, DoughPea.
Let us know how the engineers visit on the 6th goes! I can see it's booked in for between 8AM and 1PM.

[#13]

Quote from: DoughPea

Well, it seems no answer on a mobile number = no visit. I missed a call at 8:05 on the morning of the visit, as i was in the garden with the dog. I'm assuming because i did not answer, the engineer decided not to bother coming to the property or got the wrong house.

I know it's down to you, but in the absence of any explanation that seems plausible and TOTALLY UNACCEPTABLE! 
If it were me I'd be pressing PN for an answer as to why there was yet another BT "no-show" without any good reason or consideration for the customer.
Maybe it's in a ticket, but there's nothing here...... 

[#14]

To poster above: this is also being handled via ticket and much more detail is being shared there. There is no issue with communication here, PlusNet are being great.
I've found out the reason for the disconnect.
The engineer was at the wrong property, and connected my phone and broadband line to this property instead of mine xD
I'm just pleased it wasn't my fault RE: no access. Its fairly obvious why i was not in at the address he went to.
Good news is i'm all sorted now. These days without internet KILLED me. Sad i know.

[#15]

An hour without internet kills me - I usually end up cleaning the kitchen or something.
Glad it's all sorted