FTTC modem replacement

Got a letter from Plusnet saying they want to replace our BT FTTC modem. Booked in for tomorrow after 5pm.

Make sure they replace the PSU too, People are finding that they don't always do that.

In reply to a post by TheHorseman:

Make sure they replace the PSU too, People are finding that they don't always do that.

I believe some have found that they won't do that. My appointment's for 5-8pm tomorrow as well.

If they refuse, tell them to push off then as you aren't accepting an incorrectly specified setup with unmatched and potentially incompatible pieces of kit.

OK, I'll see what sort of mood I'm in tomorrow!

might give kelly communications a call tomorrow and see if they do replace the psu.

Just had a call from the engineer and he is going to replace it this morning as he was in the area. I asked about the PSU and he said it didn't come with one.

In reply to a post by ConorMK:

Just had a call from the engineer and he is going to replace it this morning as he was in the area. I asked about the PSU and he said it didn't come with one.

Oh well, I'll ask the question anyway when they come.

In the end, it didn't. Got a phone call from Kelly some time before 6pm saying that the appointment had only just come up on their system and they had no one in the area, very apologetic and rescheduled for Saturday.

Second appointment cancelled due to a car accident.
Try again Monday!

Appointment was for 08:00 to 13:00 and he turned up at 14:00.

Just replaced the modem and was then confused there was no BT Home Hub.

Told me the replacement was far a fault and also to support the 80/20 speeds !

When I said I was with plusnet he looked very confused and said I would get better speeds with BT. He was not understanding that other companies provide FTTC !

Hopeless.

Ah, but did he change the PSU?

In reply to a post by alanscoachdriver:

said I would get better speeds with BT.

Unless PN increase the upload speed, that is likely to prove true...

No psu change.

As I was on the FTTC trial I have the 10mbps (well 8mbps really) anyway.

He was confused and thought I must be on ADSL if I didn't have Infinity

In reply to a post by alanscoachdriver:

He was confused and thought I must be on ADSL if I didn't have Infinity

Suitably brainwashed by BT then

Hooray, done at last! The new white PSU was in the box, so he changed it, but I don't think he'd have done it if I hadn't asked. Took a while to re-establish connection but he stayed until it was working. All fairly efficient in the end.

I too have had this letter from PlusNet telling me that some customers have had problems with the kit. I haven't, it's worked perfectly well.

Why is an engineer needed to install this? Do they do any configuration on the new box? I have worked in IT Support for 22 years and I am more than capable of unplugging a box and plugging a new one in. I asked for the new box to be sent to me and I would send the old one back and they said they couldn't do that, so I refused a swap and that I thought was that. I am not prepared to take time of work, especially for a two minute box swap.

On Thursday I got a call from 'BT' trying to book an appointment to swap the box. Again they refused a part only replacement but said I could take the new box from the engineer on the doorstep, swap it and give him back the old one!
I can't do weekdays or Sundays, so I told them it would have to be *A* Saturday appointment. The agent replied "OK, that's booked in for this Saturday morning then". We then had an argument over whether "A Saturday appointment" meant book it for *this* Saturday. I had plans yesterday, so booking it then would have been useless. He cancelled the non-booked booking and slammed the phone down.

Is this box swap something that really needs to be done?


Simon

Just go on the Kelly website, use the details in your letter, and book a slot which *does* suit you. They do evening slots. I'll see your 22 years and raise you to 38 years but I still let them come round and change the flipping box. Some things are just not worth the effort to cause a commotion about.

Hi there,

It does need replacing, probably best to do so as soon as possible as there's a chance it'll fail rather than waiting for that to happen?

Sorry about the phone call though, we'll make sure to feed that back for you.