topic Re: Why do I need a new BT socket when there's already an existing Openreach socket? in My Order

Why do I need a new BT socket when there's already an existing Openreach socket?

NewCustomer1 — Mon, 23 May 2022 15:03:21 GMT

I'm in a flat that hasn't had broadband for about five years. There's an existing Openreach socket but nothing has been plugged into it for the last few years. And there's been no working phone in the flat for about the same amount of time.

I'm thinking about getting broadband fired up in this flat and contacted the Plusnet website. After entering in my address, the website says I need to pay £49+ to get an engineer round to 'install a new BT socket'. I'm a bit confused because there's already an Openreach socket installed. Surely this just takes someone hitting a switch somewhere? Why do I need to have an engineer around to make this happen? What are they going to install?

Any info that can be shared would be most appreciated.

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

dvorak — Mon, 23 May 2022 15:07:41 GMT

Moderators Note

This topic has been moved from ADSL Broadband to My Order

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

jab1 — Mon, 23 May 2022 15:15:20 GMT

@NewCustomer1 I'm wondering if the address you have supplied to PlusNet doesn't quite tie-in with the records held by BT. This would explain why they think you need a new installation.

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

NewCustomer1 — Mon, 23 May 2022 15:24:39 GMT

You might be right. To check, I've entered my address details into NowTV new customer broadband. They don't mention anything about sending over an engineer and say I'm ready to once I place the order...

Is Plusnet interested in looking into this or should I go with another provider? I'd rather be with Plusnet but £49 is £49...

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

jab1 — Mon, 23 May 2022 15:30:31 GMT

One of the PN Help Team will pick this up shortly. Unfortunately, I can't help any more as the details required are held on equipment only accessible by ISP's, but I'm a little surprised NowTV haven't hit the same problem, to be honest.

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

bmc — Mon, 23 May 2022 15:32:39 GMT

@NewCustomer1

You can look at the address held by OpenReach. Put your post code in the following and then select your address from the drop down list.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

If it matches then it could be a PN system glitch. Either wait for a PN staffer to come along on this Board or try phoning them - if you have time to wait. However I believe the Sales department tends to have shorter waiting times than Support.

Brian

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

jab1 — Mon, 23 May 2022 15:35:43 GMT

@bmc I'd forgotten the Address Checker.

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

NewCustomer1 — Mon, 23 May 2022 15:41:59 GMT

Wow, that's really helpful. Your link says, if I'm reading it correctly, that my address is served by an exchange and lists the cabinet

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) Availability DateWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 17	--	10 to 19.5	Available
Up to 17	Up to 1.5	10 to 19.5	Available
Up to 7.5	--	6.5 to 8	Available
2	--	--	Available
2	--	--	Available

Other Offerings Availability Date

I'm not really keen on phoning sales people. Don't they have an email / chat service? And this possible glitch doesn't really bode well for customer service and technical support? If I didn't ask the question, would Plusnet just pocketed the £49 fee without telling me it was unnecessary?

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

bmc — Mon, 23 May 2022 15:48:21 GMT

@NewCustomer1

The results you posted don't look too good speed wise. Is it possible to post a screen shot of the results page (hiding your address). To insert the picture in your post click on the rectangle that looks like it has a picture of a mountain.

If you prefer not to speak on the phone then you need to wait for for someone like @Gandalf to come along and cast his spells.

Brian

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

jab1 — Mon, 23 May 2022 15:48:45 GMT

That makes sense, but I have seen situations previously that say this on one part of the BT system, but the information can be different on another - BT do not do joined-up thinking.

A proper screenshot of the data would be helpful - that provided seems to suggest you can only get ADSL, which is very unusual these days.

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

NewCustomer1 — Mon, 23 May 2022 15:53:55 GMT

Here's a screenshot of my address (I trimmed off the address but it says I'm on an exchange and lists the cabinet. I'm not planning on using broadband for anything other than light use so no need for massive bandwidth.

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

jab1 — Mon, 23 May 2022 15:59:43 GMT

Personally, I would still go for Fibre to The Cabinet (VDSL), but the 40/10 product rather than the 80/20 - it is a more up-to-date and reliable service, and I suspect the price difference is not much. (£4.00 - just checked)

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

bmc — Mon, 23 May 2022 17:09:45 GMT

@NewCustomer1

Thanks for the results. Makes much more sense - you do have higher speeds available but chose the ADSL product as it suits your needs. Just the new line charge to deal with now which you need a staffie for.

Brian

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

pvmb — Mon, 23 May 2022 21:54:35 GMT

Just guessing here...

Could it simply be a charge to install the 'new', now standard, 5C socket?

Normally these are installed, where needed, at zero cost - following an engineer visit because of any reported fault. As no fault has been reported so engineer has not been called out for that, and socket not used for 5 years, perhaps Openworld now charging fee to have engineer update socket at time of installation of line/broadband?

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

jab1 — Tue, 24 May 2022 06:31:05 GMT

A very remote possibility, but highly unlikely I would think.

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

NewCustomer1 — Tue, 24 May 2022 07:13:02 GMT

Curiouser and curiouser. Just checked Shell Energy broadband they, too, say they'll have to send an engineer around for £60.

However, I checked Onestream, more or less at random, and for their fibre package they too say an engineer needs to come around but they won't charge for it.

And TalkTalk also say an engineer is required to visit the property, however they won't charge for it, either.

Perhaps NowTV is mistaken or will tack on an engineer visit once I've signed up?

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

MisterW — Tue, 24 May 2022 07:29:09 GMT

There is almost certainly no working line showing on Openreach's systems since there has been no service at the property for some time. The charge is a 'standard' charge for providing a working line. This might require an Openreach engineer to attend either the exchange, the cabinet or maybe even the property in order to make the neccessary connections to provide a working line.

Some ISP's will pass on (some of) the charge made to them by Openreach but others will not , as you've discovered

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

jab1 — Tue, 24 May 2022 07:29:22 GMT

@NewCustomer1 I still think this is incorrect information somewhere in the BT system, or, as a thought has just occurred to me, the property has been empty so long, they need to re-provision it.

Edit:@MisterW has voiced my thoughts more eloquently.

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

198kHz — Tue, 24 May 2022 10:31:09 GMT

@NewCustomer1 wrote:

I'm in a flat that hasn't had broadband for about five years. There's an existing Openreach socket but nothing has been plugged into it for the last few years. And there's been no working phone in the flat for about the same amount of time.

Then it's highly likely that a part, or all, of the external routing has been used for provision or maintenance.

Is there any sign of life if you plug a phone in?

Re: Why do I need a new BT socket when there's already an existing Openreach socket?

Gandalf — Tue, 24 May 2022 15:20:56 GMT

@MisterW wrote:

There is almost certainly no working line showing on Openreach's systems since there has been no service at the property for some time. The charge is a 'standard' charge for providing a working line. This might require an Openreach engineer to attend either the exchange, the cabinet or maybe even the property in order to make the neccessary connections to provide a working line.

Some ISP's will pass on (some of) the charge made to them by Openreach but others will not , as you've discovered

I agree with this. In addition, if the line hasn't been active for some time, it is likely it's since been re-used by an engineer to connect a neighbouring property, so wouldn't show up as a stopped line we can remotely restart.

Also if we need an engineer to connect the phone line, we'd charge £49.99 whether that's as part of an installation, or even if we're restarting a stopped line, which was stopped on non-BT equipment at the exchange.

If @NewCustomer1 can private message me their full address though, I'll be happy to take a closer look.