Plusnet Discussion Thread

Just called them, apparently my router is being posted today.

But there is a problem with my order and they are going to have to resubmit it.

Not a good start as I have booked half a day off work :(

If I am going to have to wait another 5 weeks I not going to be happy, the guy I spoke to is going to call me back later this morning.

Fingers crossed.
 
Ouch.!

That is not good news to find out so late in the process, did they offer you any explanation as to how this has happened...? Could it have been down to Open Reach..?
 
Vimes said:
Ouch.!

That is not good news to find out so late in the process, did they offer you any explanation as to how this has happened...? Could it have been down to Open Reach..?
Click to expand...

He said it was due to their suppliers, which I assume is open reach, apparently all suppliers are having the same issues ?

He cancelled my order and tried to reorder, but it gets rejected, something to do with a software glitch.

He has raised a ticket so who knows how long this mess is going to take to get rectified.

Not happy, is it worth hanging on or trying BT instead ?
 
Personally I would hang on. Call centres in the UK (Sheffield) as opposed to India has to be compelling.!

Seriously though BT have to use OR so either way you could have a similar issue. I was just lucky I guess as my order was made on the 18th and I was connected on the 25th - one week. I imagine it will depend on the loading on the OR engineers in your area.
 
Still no fibre...been waiting 6 weeks now. Openreach are taking the biscuit. If they'd have put me on Plusnet's ADSL service temporarily it wouldn't have been so bad.
 
I am going to give Sky a quick call and see what they can offer.

I will probably stick with Plusnet unless Sky make me an offer I can't refuse.
 
Sky say 67mbps down, 20 mbps up, for £22 a month plus £14.50 line rental.

Reckon they can have it installed within two weeks, but they use Open Reach as well, which I guess I will have the same issues.

So wait for Plusnet it is, just hope they can sort this out quickly.
 
I don't understand why this poor managed by BT Openreach and I suggest all of you including Plusnet staff and management to get a complaint email to BT Openreach CEO Liv Garfield [email protected] because it her reponsibility to ensure all BT Openreach time slots spot on with the customers for Fibre To The Cabinet pre-order.

This is not good enough by BT Openreach timeslot ongoing isues problems and totally unaccepted.
 
AbsenceJam said:
I was supposed to have this installed on the 17th, no engineer showed, after wasting the morning and 50~ mins on hold (their support queue status site is BS) I was told my order hadn't been placed properly and I'd be called back the next day.
No call, 40~ mins on hold initially, then a further 15~ while they check, and I'll get a call back on Monday.
No call, 40~ on hold, then 10~ more, blaming BT's system, I'll get a call the next day.
No call, 35~ on hold, 15~ further hold, they don't know what they can do but try to place another order, but can't because my MAC code is now used. I have to call the next day to cancel because there's no chance of getting an install before my notice period with Be ends and they cut me off.
50~ on hold, cancelled.

Call Be, got through and stopped my cancellation in about a minute. I don't know if I should go with BT or try Plusnet again later and pray I don't need to call anyone ever.
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So Round II, installed but unhappy.

Ordered, goes through correctly, engineer shows, fun begins....

I need the modem upstairs and he denies any knowledge of the data extension kit and goes off to the cabinet, I verify their existence whilst he's gone and press him when he comes back, he storms out when I ask him to please stop what he's doing and won't give me a name or anything (I assure you I was polite the whole time).
Five minutes later he comes back to the door and offers me a length and cable and some parts which turn out to be a VDSL NTE5 adaptor and NTE5a master + faceplate. Not at all helpful.

So I have service, just not where I want it at all so most of my devices are offline or have a terrible wireless signal. Called Plusnet and they really don't seem to care, and tell me I just need to go and buy "an ethernet cable." I'd say that is a little bit different to having a properly installed extension.....

I'm not sure what to do now. :(

Current line speed:
78 Mb
 
The extension that is offered is not to install another socket, or move the master socket, it is literally the engineer routing up 30 metres of ethernet cable to wherever you want elsewhere in the house.

I had the same problem with my engineeer but Plusnet offered my up to £10 to buy some ethernet cable and do it myself, which I did. I also got offered a discount once my half-price deal comes to an end as well.
 
AbsenceJam said:
I verify their existence whilst he's gone and press him when he comes back, he storms out when I ask him to please stop what he's doing and won't give me a name or anything (I assure you I was polite the whole time).
Click to expand...

Real Openreach engineer or a contractor?
 
Looks like im gonna have to move my master socket myself (no big deal).
ive ordered the extension kit as the master socket is in my downstairs toilet with no socket. Totally inappropriate to have router and modem in there anyway they wouldnt last long anyway in there with my aim lol.

Ill solder the original bt cable to my existing 2 pair extension cable and put the bt master faceplate on it and connect a existing extension into new position of master socket. Should take about 30mins.
im lazy tho and thought the bt engineer would do it but i shall do it to get my fibre up and running on installation date to avoid any hold ups.

Ive only been in my house for a few years so will just blame previous owner/sky engineer/ talktalk engineer lol.
 
U cannot move the master socket yourself, the phone line still in property of British Telecom. If you move it or mess behind the master socket wiring, you could faced a biggest fine if BT taken legal action against you.
 
the_electrician said:
Looks like im gonna have to move my master socket myself (no big deal).
ive ordered the extension kit as the master socket is in my downstairs toilet with no socket. Totally inappropriate to have router and modem in there anyway they wouldnt last long anyway in there with my aim lol.

Ill solder the original bt cable to my existing 2 pair extension cable and put the bt master faceplate on it and connect a existing extension into new position of master socket. Should take about 30mins.
im lazy tho and thought the bt engineer would do it but i shall do it to get my fibre up and running on installation date to avoid any hold ups.

Ive only been in my house for a few years so will just blame previous owner/sky engineer/ talktalk engineer lol.
Click to expand...

You can install your own extension wiring, but you shouldn't mess with the BT side of the master socket.
 
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