topic Upgrade from FTTC to Full Fibre in My Order

Upgrade from FTTC to Full Fibre

merlin1 — Sat, 14 Jan 2023 10:07:56 GMT

Fibre installed 15/12/22 but old copper overhead line left in place & fibre tied to it with plastic cable ties on side of house. I made a complaint to PN and was told to contact Openreach at
EXTERNAL DAMAGE TEAM 0800 023 2023 options 1 then 2

That took me to BTPL Claims who said it is not their responsibility. PN complaints were made aware of this and came back with exactly the same advice to ring the above number.

No further response to my requests for a resolution.

Re: Upgrade from FTTC to Full Fibre

MisterW — Sat, 14 Jan 2023 10:20:36 GMT

Here's the Openreach complaints link https://www.openreach.com/help-and-support/when-to-get-in-touch-with-openreach/complaints-policy . It covers quality of workmanship

Re: Upgrade from FTTC to Full Fibre

merlin1 — Sat, 14 Jan 2023 11:05:21 GMT

Thanks for the link to openreach complaints, I have already tried that, initially got a bot then a person who sent me to another openreach site at

"Please contact the infrastructure solutions https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408080b000c they will solve the issue."

Checking in to that I am informed that work is chargeable

Re: Upgrade from FTTC to Full Fibre

MisterW — Sat, 14 Jan 2023 11:17:43 GMT

In that case I suggest waiting for one of the Plusnet staff to pick this up and advise

Re: Upgrade from FTTC to Full Fibre

Townman — Sun, 15 Jan 2023 16:51:28 GMT

Oh hum - in all of the above BT Openreach are not following their own processes. Installation quality issues are their own responsibility - not the ISP's.

One needs to insist to Openreach's personnel that they are responsible and if they do not deal with it, the matter will be reported to Ofcom.

Re: Upgrade from FTTC to Full Fibre

adamwalker — Mon, 16 Jan 2023 08:14:10 GMT

Hi there @merlin1 issues like this can be raised with Openreach either by ourselves or the customer directly, which in a lot of cases from my experiences can be a lot quicker.

Can you send me a private message with your username please so I can check if there's anything I can do to help?