Happy with the Plusnet service. Shame about OR

OR turned up unannounced this morning at 10.15am. Thought they were meant to ring first?
Looked at my ADSL Nation face plate and wiring, said both were fine but he could run up a new extension cable which I requested.

Disconnected phone and plugged a tester in and went to the cab. 10 mins later comes back and proceeds to unplug my router & plug in the new BT box & PN router.

Then the fun begins. For almost 30 mins he try's to get the internet to connect, "authentication failure" was the error. He then decides to check the cab again - as he "has never seen anything like this before"... That is the last I saw of him!

I reboot the routers & even used a pin to reset the router. Things looked good, I had connection, then I didn't. Just after noon I phone PN and within 5 mins of being connected, I am up and running. Turns out that OR had not closed off the order so I wasn't connected!!!

Thumbs up to PN. Thumbs down to OR - still waiting for the cable to be fitted and the extension faceplate (even if it is the same as what I have on?) & still waiting to have the routers wall mounted - rather than being left on top of each other on the carpet.

Speed wise - bang on. been up to 72mb already http://www.thinkbroadband.com/speedtest/button/13697...

Fibre is pretty new in Rugby & in 7 mths of fibre installation this OR contractor has never fitted a PN router - I find that hard to believe!

In reply to a post by blfamily:

& still waiting to have the routers wall mounted - rather than being left on top of each other on the carpet.

You may have a long wait. OR might wall-mount the modem if you badger them, I can't imagine they would even consider wall-mounting the Plusnet router. I did my own.

They may argue that connecting the ISP's or customers router isn't part of their ship /installation if the BTOR modem gets a sync then it''s job done for a lot of em,

But yes they are supposed to i think Fix the modem to the wall if required ,But they will only fit the data extension kit if they have it with them, (and the order that you placed was received by BTOR from the ISP) if not then they won't fit one, Sounds to me that he couldn't get away fast enough, maybe they are on commission or get a bonus if they do so many FTTC installs per day ??? at £92.00 a pop it wouldn't surprise me

Edited by tommy45 (Tue 28-May-13 18:17:09)

In reply to a post by blfamily:

Fibre is pretty new in Rugby & in 7 mths of fibre installation this OR contractor has never fitted a PN router - I find that hard to believe!

I can't remember the exact numbers, but recent figures showed BT had by miles the majority of Fibre connected customers (probably because compared to the smaller players they can heavily (and do) push plus everyone thinks Infinity means fibre and fibre is from BT or virgin only.

Talk Talk had the next largest share, a mere fraction of what BT has, and everyone else, including PlusNet (as I believe they're not shown in the "BT Retail" figures) took some paltry amount between them, so to me it's entirely believable that they might not have seen any non BT Retail/infinity install.

Turns out that OR had not closed off the order so I wasn't connected!!!

I'd suggest that was tosh. Fitted plenty of PN stuff, and had the EU connected before I left, hence before I closed the order.

On the other hand, if the installer had read the task notes, he'd have seen that all that was required was to do the cab jumper, fit the VDSL modem and any home wiring solution required. No managed install (ie connect router, and connect one device to demo as working.

Don't the instructions provided by Plusnet say 'check the two lights on the VDSL modem, check dialling tone is OK,. Then YOU connect the router, and wait' it might even suggest going to have a cup of tea whilst you wait for the connection to do it's thang.

So demerit to the OR guy, failed to read task notes, also failed to complete what he promised. But also suspect someone at PN being economical with the truth as to the reason for the lack of connection. Oh, and RTFM always.

What about an SSFP?

Kind of went without saying.

So one hasn't been fitted?

So one hasn't been fitted?

Pass, it wasn't me that fitted his line, and the description is a little vague. ??

I thought your original reply to me was based on my rough explanation of what IS required to be done on a PN FTTC install, hence my 'the SSFP went without saying'.

No face plate fitted. The ADSL Nation one was accepted as being ok...