Nearly there

With less than a week to get before getting FTTC, and with no communication so far from Plus.Net aside from the Welcome letter, it looks like things may be on track for connection on next Friday! Yey!

The modem will have to be sent out pretty promptly though if it's to arrive before the engineer does...

FTTC with plusnet....no thank you

In reply to a post by Remidizer:

FTTC with plusnet....no thank you

Why's that then?

Why not check here?

If it does not show the router has been sent, just raise a question & it will be sent Tuesday. It's better really for peace of mind to get it now rather than after next Friday!

I did check there...

At the moment it says the (router) order hasn't been placed - I assume the line has to be setup first (as it's the proceeding requirement). However, the connection setting section does say that hardware dispatching is pending...

Something quite interesting though : The Welcome email says the switch over will happen on the 5th, but the Connection Settings section says the 6th - which is a Saturday.

I foresee stimulating times ahead...

Edited by deleted (Sat 30-Mar-13 19:19:30)

In reply to a post by MrTAToad2:

The Welcome email says the switch over will happen on the 5th, but the Connection Settings section says the 6th - which is a Saturday.

We've seen a few such posts recently. The migration/activation has subsequently occurred on the scheduled switch-over date.

I think maybe the PN system is allowing for a switch-over as late as midnight, so gives the following day for activation.

As long as the Openworld engineer comes on the 5th, it should all work out fine. The only fly in the ointment could be the router not arriving on time

When I signed up with PlusNet, I didn't hear a thing...no Router ordered and Status was stuck at the line testing phase, it ended up there was a problem with the changeover caused by BT, so nothing has happened since...4 weeks and counting..

Phone them to find out what's going on.

Use the phone ? It's not the 20th century anymore

Don't worry, soon you will get an email and a text message saying that your router is on its way. Probably on Tuesday as normally gets there the following day. Mine was sent last Saturday and got it on Monday, I just wasn't at home. My install was on Wednesday 27th and enjoying the fibre at around 9.30am.

Edited by xtermy (Sat 30-Mar-13 21:39:43)

If the router doesn't arrive you can still connect one PC: http://community.plus.net/library/broadband/fibre-he...

Very poor level of customer support
Slow speeds
Very poor latency in games

In reply to a post by Remidizer:

Very poor level of customer support
Slow speeds
Very poor latency in games

When is your experience of plusnet from? They have had their problems in the past but in general they are pretty good these days. Customer support can still be a little problem but the support you get from the plusnet reps on this site is usually first rate.

Thanks. Well mine said almost the same. When I got connected by the OR engineer all seemed fine until we tried to connect the router. The red light showed. Although we waited the 15 minutes....we waited 30 minutes then I rang Plusnet who said they will connect me their end (my username & password was not originally accepted). After an hour all was fine.

It does seem that the Plusnet system is designed to allow 24 hours for the OR engineer to do their work & the following day for the system to go live. However most find their connection works straight away, so you'll have to see on the day!

Good luck.

The reason it is the way it is is that Plusnet start charging from the day the account is activated. If they activated it ready for the day the engineer's visit is scheduled and he was unable to complete the work or just failed to turn up (as if that would happen!) the user would be being charged for an unusable service. It used to be that on ADSL when you plugged in the router and their system saw the login attempts it triggered the account activation - not sure if that still happens.

In reply to a post by ian72:

When is your experience of plusnet from? They have had their problems in the past but in general they are pretty good these days. Customer support can still be a little problem but the support you get from the plusnet reps on this site is usually first rate.

You imply that PN have improved - can you tell me what timescale you are referring to?

My own experience, approx 1 year ago, was diabolical!

I went through a saga of PN failing to provide (but arguing that they had), eventually getting them to agree there was a problem & agree to correct it - but then fail to correct it. Eventually connecting me onto the wrong (much slower service) but arguing that it was caused by the extreme length of my line (my line is ONLY 500m to the exchange), etc etc etc.

All in all, over the course of just ONE MONTH, no less than 69 tickets were raised with PN trying to close most of them before they were resolved!

In the end I gave up & demanded my MAC - even then they failed to supply that when requested!!

In summary, I really do hope that PN's service has changed, but please excuse my scepticism!

In reply to a post by johnjburness:

All in all, over the course of just ONE MONTH, no less than 69 tickets were raised

Without suggesting that you didn't have a problem with your connection, you clearly did, that seems to discredit anything you may say about Plusnet support.

An average of 2.3 new tickets per day?

with PN trying to close most of them before they were resolved!

So there were 69 separate problems needing a ticket each.

In the end I gave up & demanded my MAC - even then they failed to supply that when requested!!

That I agree is amazing. I would have expected it to be sent at least 25 days before you requested it.

Well I thought that the login 'attempt' kicked in the TR69 system & this activated your account. However if the account had not been set up then I presume the TR69 does not work. It failed in my case. If what you are saying is correct then everybody who has a successful visit my OR would have to wait a day to connect. If I have understood you correctly.

In reply to a post by RobertoS:

In reply to a post by johnjburness:

All in all, over the course of just ONE MONTH, no less than 69 tickets were raised

Without suggesting that you didn't have a problem with your connection, you clearly did, that seems to discredit anything you may say about Plusnet support.

An average of 2.3 new tickets per day?

with PN trying to close most of them before they were resolved!

So there were 69 separate problems needing a ticket each.

In the end I gave up & demanded my MAC - even then they failed to supply that when requested!!

That I agree is amazing. I would have expected it to be sent at least 25 days before you requested it.

A lot were raised (& then arbitrarily closed) by PN - most times with PN stating the problem was either non-existent or cleared, when they hadn't been! Accordingly there were multiple tickets covering the same issue (over & over again).

Sorry, but I don't understand your "I would have expected it to be sent at least 25 days before you requested it"! What do you really have expected me to do? After a month of failure to provide anything like the contracted service, I requested the MAC - but they tried to prevaricate about providing it - eventually Bob Pullen (who frequents this Forum) went in & arranged it - he agreed that the PN Service had been non-existent & that it was very understandable that I had requested the MAC.

I would also add that there were a lot more aspects to these problems, but I didn't want to bore you with a "War-&-Peace" size of write-up.

I suspect that is what is happening because I've seen a lot of posts where people are questioning the date shown for their account going live being the day after the engineer is booked.

If the user raised a ticket Plusnet don't close it, they return it to the user who can then bounce it back if it isn't sorted. Raising a new ticket just complicates things. To get the best from any support organisation you need to communicate with them in a clear, concise manner. My immediate reaction on reading that 69 tickets were raised in a month was that he probably brought a lot of the problems upon himself by just confusing the hell out of them!

Edited by jelv (Sun 31-Mar-13 11:40:58)

In reply to a post by jelv:

reading that 69 tickets were raised in a month was that he probably brought a lot of the problems upon himself by just confusing the hell out of them!

It just shows how you are making incorrect assumptions!
Most of the tickets PN raised themselves, following discussions, & then some other PN Rep would "assume" that the problem was fixed.

No, PN do NOT always return every ticket to the customer before closing them!

All I can say is that Bob Pullen (PN Rep who visits these Forums) agreed that I had been let down badly by PN & that he would be doing his utmost to ensure that "Lessons-are-learnt"!

In reply to a post by johnjburness:

All I can say is that Bob Pullen (PN Rep who visits these Forums) agreed that I had been let down badly by PN & that he would be doing his utmost to ensure that "Lessons-are-learnt"!

I think we all agree on that . Both parts of it.

In reply to a post by ian72:

In reply to a post by Remidizer:

Very poor level of customer support
Slow speeds
Very poor latency in games

When is your experience of plusnet from? They have had their problems in the past but in general they are pretty good these days. Customer support can still be a little problem but the support you get from the plusnet reps on this site is usually first rate.

I was with them prior to ellacoya switches and BT taking them over, they were excellent, then they slid fast than a politiciam lying.

I tried them again about a year ago, after 2 months I quit, they were rank rotten, the worst I can think of, and yes, worse even than AOHell

But.

As I said, no-one denies things went badly amiss for you.

There are still getting on for 600,000 customers who must be there for a reason.

Only a small proportion of them are on longer than 10 days' notice, and even the ones on fibre tend to upgrade from the throttled products to the unlimited.

Where are we all going wrong?

In reply to a post by RobertoS:

There are still getting on for 600,000 customers who must be there for a reason.

Do Plusnet publish their subscriber numbers? I always thought BT lumped them in with BT broadband subscriber figures, much like O2 and BE.

HMRC has around 30 odd million customers but they don't get it right all of the time either.

I'm going from the usage graphs a few weeks ago, before there was a hitch and apparently some of the gateways disappeared. They were running at about 580,000.

Currently showing 350,000 online.

I've sent a message to Plus.Net to confirm that everything is on schedule...

No reply as yet - but the connection status area does say that the modem has been sent first class. It may arrive today, but normally it takes a day to arrive somewhere, which means everything will arrive on the 5th...

If the router was sent Tuesday evening there's a good chance it will be delivered by the postman on Wednesday (3rd).

We shall see - there are two days to go...

They haven't answered my query yet...

Edited by deleted (Wed 03-Apr-13 11:56:59)

Good news - Support have replied and that everything will commence on the 5th!

No post for me today - so hope it arrives tomorrow!

Edited by deleted (Wed 03-Apr-13 14:49:39)

Sorry for the late reply, do let me know if you need any further help.

Adam

Will do!

Good news! The modem has arrived!

In reply to a post by MrTAToad2:

Good news! The modem has arrived!

I hope you mean the router, the modem comes with the engineer on installation day.

I was waiting to see who would spot that!