topic Re: New order - FTTP available but cannot install in My Order

New order - FTTP available but cannot install

igeraghtyb1 — Sat, 07 Oct 2023 15:04:01 GMT

Hi there

I'm after some advice if that's possible. I ordered fibre, which is available in my area. I live in a mews which has some rules in it, such as no digging up roads. An open reach engineer tried to follow the duct to the existing telephone box, but it looks like the duct has collapsed. It looks like I'll have to go back to normal internet and get that enabled.

Any ideas on how to switch my order from a fibre connection to a copper wire connection?

Thanks
Ian

Re: New order - FTTP available but cannot install

bmc — Sat, 07 Oct 2023 15:13:21 GMT

@igeraghtyb1

Are you an existing customer - if so then you should just continue on your current service.

OR may not have given up just yet. If there is a collapsed duct they will inspect it and see what is required and if anything can be done. The wayleave for the duct may give permission for the road to be dug up for repairs.

Brian

Re: New order - FTTP available but cannot install

igeraghtyb1 — Sat, 07 Oct 2023 15:51:18 GMT

Thanks - I've just moved into the property, so it's a new service.

I'll give OR some more time then... thanks for the hints...

Re: New order - FTTP available but cannot install

bmc — Sat, 07 Oct 2023 18:20:12 GMT

@igeraghtyb1

If OR delay or cancel the order then PN should get in contact with you. They should (perhaps) be able to put you onto a FTTC or ADSL connection if there's any serious delay.

Hopefully a staff member will pick up this thread and provide some clarity.

Brian

Re: New order - FTTP available but cannot install

MatthewWheeler — Sun, 08 Oct 2023 16:43:37 GMT

Hi @igeraghtyb1

I'm really sorry to hear this has happened.

Looking at the order notes Openreach are requesting a specialist engineer go out to sort this issue.

All being well we'll know more by the 13th

Re: New order - FTTP available but cannot install

igeraghtyb1 — Thu, 12 Oct 2023 12:13:35 GMT

Hello again - no engineer turned up today, and the tracker says that the engineer has visited....

According to the tracker, all is well and I should just plug in the router. But there is no installation of the cable to plug the router into 😉

How do I go about downgrading this order to a normal Internet through the phone line order? I have a router plugged into my phone line ready to go; it just needs provisioning and I think I'd be up and running!

Thanks

Ian

Re: New order - FTTP available but cannot install

MatthewWheeler — Thu, 12 Oct 2023 18:50:25 GMT

I'm sorry to hear this @igeraghtyb1

You'd need to speak to our Customer Options Team to change your order. They can be contacted on 0800 013 2632 and are open the following hours

Monday to Friday- 9 am while 8 pm
Saturday - 9 am while 7 pm
Sunday - 9 am while 6 pm

Re: New order - FTTP available but cannot install

Markwallwork0 — Tue, 17 Oct 2023 16:45:51 GMT

Having the same issue. Had to cancel Fttp order to create new which involves a new account. However closing the order with Plusnet does not close down partially complete Fttp jobs with openreach . So now stuck and it’s been escalated. 7 days no service so far. Going straight to FTTP is too much of a risk when changing provider I’ve leant that now c. Need to start on copper and then upgrade once online . Hopefully I’ll get up and running some time this month ….