Does the left hand know what the right hands doing @ PlusNet

I'm beginning to wonder if I've made the right move. I placed an order on the 15th April for Fibre & phone to be migrated over, first nothing seemed to be moving with the order so asked the question if everything was ok with my order, reply received all's fine. Asked again the next day, reply received "It seems that the bridge between ourselves and BT Openreach's ordering system has failed" order had to be put through manually. So all seems good, had an activation date of the 30th.

Received txt message 2 days later stating a BT engineer will visit my home between 1pm & 6pm on the 29th April. Gets home checks email, this one states BT engineer will visit my home between 8am & 1pm on the 29th. raised tick to get right time of the engineer visit.

Received txt message today stating my Broadband will now be activated on the 4th May, yet the BT engineer is supposedly still coming out Monday 29th?

I've taken time off work to make sure someone's in, if he doesn't turn up can I charge PlusNet £50 for wasting my time, as they will me If the engineer cannot gain access, or missed appointment .

Edited by deleted (Fri 26-Apr-13 23:11:26)

Plusnet staff do visit here, but it is sporadic visits during business hours, weekdays. You're not likely to get an answer here before Monday daytime.

They work on their own forum more regularly, but still only in the same business hours of weekdays. However, some staff do attend out-of-hours, but no guarantee.

Tickets can take up to 3 days to be answered.

If you want to know the status before Monday, you're best phoning them.

You can't claim a flat £50, but if they can't rearrange the appointment at a time that incurs you no cost (e.g. a Saturday appointment), you should be entitled to claim the full cost of the day or half day unpaid leave. I've yet to see a report from someone who has actually done that - I bet if someone is heading to the small claims court Plusnet will quickly come to an arrangement to stop that happening.

Have a read of http://www.moneysavingexpert.com/shopping/delivery-r...

I'd also like to see someone with legal knowledge comment on the one sided contract whereby if the engineer can't get access you will automatically be stung for £60, but if the engineer fails to meet the appointment there is no automatic compensation. My suspicion is that it might be deemed an unfair contract.

I gave them a call. After difficulty's of him finding my account, was told my activation date was the 4th and I will receive the router soon (which I've actually had for over a week now). Explained that an engineer is supposedly book for 29th, after a few checks " how yes, it's still booked for Monday, after he's done, plug the router in and it may sync, if not give us a call". Somehow I'm not being filled with much confidence.

Make sure you read the instruction booklet that came with the router . Particularly the bit about going for a 15-minute tea/coffee break.

It really does take that long to set everything up, as it does an auto-discovery of the settings. Even though it all looks as though it is "on".

In reply to a post by RobertoS:

Make sure you read the instruction booklet that came with the router . Particularly the bit about going for a 15-minute tea/coffee break.

It really does take that long to set everything up, as it does an auto-discovery of the settings. Even though it all looks as though it is "on".

I've got an Asus RT-N66U that I'll be using but don't know whether to plug in the PlusNet router first until it's made connection then swap them over.

Edited by deleted (Sat 27-Apr-13 13:55:43)

That's what I did, though nothing like as elevated as an ASUS . The 582n uses TR-069 to set the link up, and I wouldn't be surprised if that doesn't also trigger the account activation. Nothing else would explain the 15 minutes as far as I can see.

For an easy life if you have to call support start with supplied kit and then swap once running. This gives you two known working lots of hardwareto test

In reply to a post by Edge_Effect:

I gave them a call. After difficulty's of him finding my account, was told my activation date was the 4th and I will receive the router soon (which I've actually had for over a week now). Explained that an engineer is supposedly book for 29th, after a few checks " how yes, it's still booked for Monday, after he's done, plug the router in and it may sync, if not give us a call". Somehow I'm not being filled with much confidence.

I'm guessing there is a distinction between "install" and "activation" that is important here.

I suspect that "activation" is really just switching your account 'on' at Plusnet, and affects the point at which the router will start being allowed to authenticate the PPP layer, and that your billing starts.

If, when your get installed on the 29th (so the modem syncs), and you've had your 15-minute tea break but still have no router connection to the internet, you might need to give them a call back to get the to activate the account there and then.

That's my guess - others can comment to let you know if I'm close to the mark.

That's exactly what I experienced. The modem synched whilst the engineer was here, the red light on the 582n router stayed on & I expected it to come on after 15 minutes. We both waited.....and waited for 20 minutes, then rang Plusnet who connected me their end (they asked me to wait one hour!). The red light went to green and all was fine.

Hope you're back online now...

I wonder how the OP has got on.

Well guy's, Bt engineer didn't turn up, which to be honest I didn't think he would as this was a fibre to fibre migration, I was hoping he would as I wanted the white Openreach modem changing due to being one of the very first ones they had problems with, Looks like good old flee Bay if I want later revision one, unless anyone knows how to get them to swap it for free?, well it wouldn't be free as it's already been paid for in the swap over.

Anyways I'd unplugged everything in the morning and when I didn't see\hear from the engineer (just a call would have been nice) , I decided to connected everything back-up, noticed lost connection to my previous provider so tried PlusNet router, no connection after 15 min wait. Reset everything, this time internet light went green for 10mins then back to red, quick call to PlusNet and all sorted. I've know connected my Asus RT-N66U and at the moment download & upload speeds are slightly higher, suppose I'll have the wait a few days to see how things settle, is it best to leave modem and router well alone over the settling in period?

Edited by deleted (Mon 29-Apr-13 20:11:32)

I don't remember you telling us it was a fibre-fibre migration? Several of us could have told you there would be no engineer visit.

Anyway, you have it working . Unless you came from Sky or TalkTalk fibre I doubt if here is any real setting in period. If you want to play it safe, don't mess with the modem until at least Wednesday morning.

In reply to a post by RobertoS:

I don't remember you telling us it was a fibre-fibre migration? Several of us could have told you there would be no engineer visit.

I've mentioned it quite a number of times in my previous posts, which you have also replied too, but I suppose cannot keep track of them all
I really think PlusNet should make it clear that no engineer will be visiting your home for fibre to fibre migration, even though I didn't think one would turn up , I was told by email and on the phone an engineer is booked and to make sure someone was in. At the end of the day they should turn up to make sure all's working ok and to provide new equipment, which theoretically as been paid for in my new 18 month contract with another service provider.

Bt engineer didn't turn up, which to be honest I didn't think he would as this was a fibre to fibre migration, I was hoping he would as I wanted the white Openreach modem changing due to being one of the very first ones they had problems with

You should have had a replacement arranged by your previous ISP along with Openreach if it was one of the very early modems.

The training period isn't the same on Fibre, the DLM is a bit different so unless there's an issue you shouldn't see a substantial change in connection speed.

You should have had a replacement arranged by your previous ISP along with Openreach if it was one of the very early modems.

Well they haven't changed it since being installed in October 2010 , nor offered to when I've called them. Is there any way of getting this changed?

In reply to a post by Edge_Effect:

In reply to a post by RobertoS:

I don't remember you telling us it was a fibre-fibre migration? Several of us could have told you there would be no engineer visit.

I've mentioned it quite a number of times in my previous posts, which you have also replied too

Correction, you alluded to it in your first post and RobertoS didn't reply to that one.
Plus you mean "to" not "too" as "too" doesn't make sense.

Edited by deleted (Tue 30-Apr-13 18:49:13)

In reply to a post by BatBoy:

In reply to a post by Edge_Effect:

In reply to a post by RobertoS:

I don't remember you telling us it was a fibre-fibre migration? Several of us could have told you there would be no engineer visit.

I've mentioned it quite a number of times in my previous posts, which you have also replied too

Correction, you alluded to it in your first post and RobertoS didn't reply to that one.
Plus you mean "to" not "too" as "too" doesn't make sense.

Correction!! think you will find he did;
http://forums.thinkbroadband.com/plusnet/f/4227546-f...
http://forums.thinkbroadband.com/plusnet/f/4226338-c...

BTW, it's not smart nor clever to start pointing out someone else's spelling mistakes, so if you haven't got anything constructive to say please don't reply to any of my posts.

You should supply all relevant information in one post, not spread across different threads if you expect help. It's a bit much to ask others to keep track of all your threads.

Sorry did someone say something? Hmm must have been mistaken.

To be fair the OP did allude to it in the first post of this thread with: "I placed an order on the 15th April for Fibre & phone to be migrated over". But I agree with your sentiments.

It would be a really strange coincidence if it overheated and went faulty and so needed to be replaced!

In reply to a post by Edge_Effect:

http://forums.thinkbroadband.com/plusnet/f/4226338-changing-from-bt-infinity-to-plusnet-fibre-s.html?page=6&fpart=2&vc=1

does not compute! Probably cuz we don't all have Page 6. What you need is:

http://forums.thinkbroadband.com/plusnet/f/4226338-c...

best obtained from [link to this post].

In reply to a post by XRaySpeX:

In reply to a post by Edge_Effect:

http://forums.thinkbroadband.com/plusnet/f/4226338-changing-from-bt-infinity-to-plusnet-fibre-s.html?page=6&fpart=2&vc=1

does not compute! Probably cuz we don't all have Page 6. What you need is:

http://forums.thinkbroadband.com/plusnet/f/4226338-c...

best obtained from [link to this post].

Cheers XRaySpeX, will remember for next time.

In reply to a post by jelv:

It would be a really strange coincidence if it overheated and went faulty and so needed to be replaced!

Forgot to say, I cook my bacon and eggs on it in the summer months, so I would say it's only a matter of time before it goes Kaput

Re "kaput", if you had a cat you'd probably find it curled up on top of it. This exacerbating the situation.

IIRC it was modems prior to August that year that were replaced, any after that were the newer style of the original modem (not the new larger ones). So it shouldn't be causing any issues, but if it's creating any problems for you then we can look into the issue as a fault and go from there.

Cheers Chris, my only concern is that when I first had Infinity installed back in 2010, I was getting full connection speed on a 40-10 install, this is one set of results during this time (Download Speed: 37466 kbps (4683.3 KB/sec ) Upload Speed: 7609 kbps (951.1 KB/sec ) and that's with other family members using the connection at the same time, but overtime this has now dropped to 27. Didn't matter how many calls I made to BT retail about this, I just got the same answer "anything over 12Mbps is acceptable", I've now got an estimated line profile of 27.2Mbps ( funny how this changes to what you are actually connected at). Speaking to a BT engineer (visiting my work place ) said that's quite a big drop in speed and it's possible I received one of the older batches of the Huawei modems that has been known to cause speed issues, but trying to get this exchanged and line profile reset is almost nigh on impossible. If I buy the latest version of this modem which I believe is 3B, can my line profile or whatever it's called be reset remotely by PlusNet?

Hi there,

I'm afraid not on Fibre, we don't have anything like the same control options we do on ADSL/ADSL2+. It'd be a matter of letting the DLM system raise the profile.