Migrating FTTC - Order Problem

I ordered Unlimited Fibre Broadband and Calls on the 1st April. I signed up online and provided my fibre MAC and everything seemed fine. The payment has even been taken so I thought everything was going perfect. Last night I asked support for a rough date when I would be connected and I was then told there was a problem with my order and I now have to wait for an answer from the support team. I was wondering if someone from Plusnet could help me on here and give me some more info as I have no more usage with my current provider and want to be connected ASAP.

Thanks.

Hi there,

We can certainly take a look for you and let you know what's happening, and will try to hurry things along as well - just drop me a PM with your username or pop a ticket ID into this thread and we'll get investigating.

Right, just had a look and it seems we needed to resubmit the order. We're still waiting for this to go through at present, I'll check it again tomorrow morning and if it's not been placed I'll do so manually for you.

Just wondering if you have anymore information about my order and if it has gone through?

Thanks.

Hi there,

Sorry I didn't reply earlier. Our provisioning team are on it for you now, should be up and running in a week or so.

Just wondering if you could have a quick check of my order and make sure everything is OK. I should be connected sometime tomorrow but my account is still showing "Checking your line".

Thanks.

Hi,

Just checked and the appointment is still booked in for tomorrow, I've also changed your account so it's awaiting the order completion (should show supplier processing now rather than checking your line) - that was down to the order being submitted manually rather than via XML.

Hope it all goes smoothly for you.

When you say appointment do you mean to switch the broadband or an engineer coming to install because I already have FTTC installed? Just wanted to make sure.

Thanks.

It's to switch the broadband as far as I'm aware, the phone will be transferred once that's done.

Received a text last night saying the broadband would be active on the 24th April. Has the date been moved back or will I still be migrated today?

Thanks.

Hi there,

Looks like the order is showing as completed, I suspect as it's already installed the appointment won't be required - you should now be able to connect to our service? If you're not using our router just put your Plusnet username and password in and it should connect straight away.

All connected now =) but unfortunately connected at 40/2 instead of 80/20. Can this be solved easily?

Thanks.

Certainly is, but sorry it's needed to be.

Order placed to move you onto 80/20, it'll be complete tomorrow morning.

All up and running today and everything is perfect =). I just have one more question - Is it possible for you to put me on a static IP address? Thanks very much for your help.

It'll cost you a fiver! Just order it at your Member Centre.

Ah, didn't see it in there. Thanks for your help. All sorted now =)

Seems as if their ordering system is not putting FTTC migrations through properly (none LLU). I placed an order Monday and didn't receive one bit of confirmation by email about the order, asked on Tuesday (on their forum) to make sure all was ok with the order, received quick replay saying all's fine. Checked yesterday, order still at the stage of checking your line and router not despatch - order not placed. After reading your you post, I decided to raise a ticket, received a reply today saying " It seems that the bridge between ourselves and BT Openreach's ordering system has failed and the orders been placed manually bypassing our system".

Hope all goes well now. My advice to anyone placing a FTTC migration is to keep a close eye on your order and raise a ticket if progress seems to be at a standstill.

Yeah the sign up wasn't as smooth as I'd hoped but once I came on here it was all sorted and the speeds seem great so far. No slowdowns so far. Just be aware of any texts or emails you receive. I got a text the day before migration saying it was a week later but it hadn't actually changed. I also got an email on the day of migration telling me an engineer would be visiting although I knew no one was coming (or hoped =) ). Although not really a big issue it could be confusing for someone who's not sure but I'm sure they'll get the system sorted eventually.

I take it no engineer attended due to already being on FTTC?
I was hoping one would for me, has I would not mind the white HG612 modem changed due to being the older model that lots of people have had problems with in the past (over heating etc). When I first had infinity installed I was getting full 38meg for quite a few months then settled around 36, but the past year it's declined down to 25 and Bt broadband wouldn't do anything about it, they just kept on saying anything between 12 & 27 is acceptable. Speaking to a BT engineer visiting my works yesterday said something doesn't sound right and it's possible the old version modem may have caused the profile to drop. Looks like if it doesn't get replaced through this migration process I'll have to buy my own.

Btw did they reset your profile again when changed over to Plusnet?

No, nobody turned up so it must just be an automated/mixed up email maybe due to my order being done manually or something. Not sure if the older modem will be causing the problem. I've used the older model for the last 3 years and mine has been perfect so far, although yours could be different. I also have a 3B version which I bought on ebay for a spare and it made no difference for me (was just curious and wanted a spare in case flashing went wrong). I moved from 40/10 to 80/20 so I assume the profile had to be reset. Not sure if it will if moving to the same speeds.

Edited by swervinc (Thu 18-Apr-13 21:21:09)