topic Re: Openreach in My Order

Openreach

marcsnu15 — Mon, 20 Nov 2023 21:43:00 GMT

I received a text from Openreach on 16th saying that external work should be completed in the next few days. I know it's only been 4 days but just curious as to when they would usually arrive?

Thanks

Re: Openreach

adamwalker — Tue, 21 Nov 2023 08:43:46 GMT

Hi there Marcus, I've checked over your order and things haven't progressed up to that stage yet but I can see there's a committed date of the 29th for the service to be activated so everything should be sorted by then.

Do give me a shout if you've got any other questions for us.

All the best,

Adam

Re: Openreach

marcsnu15 — Wed, 29 Nov 2023 17:49:48 GMT

Hi Adam,

I was supposed to of received an Openreach engineer to set up the external work to my house but my partner was in all day and never saw anyone. So there was no engineer visited plus it states on my account that the appointment was completed?

How can it be completed if nobody turned up? I'm not overly happy since my partner took the day off work to wait for the engineer to arrive

Thanks

Re: Openreach

adamwalker — Thu, 30 Nov 2023 08:12:40 GMT

I'm so sorry about that, our provisioning team are set to investigate that today and will be in touch with an update.

Apologies for the inconvenience.

Whereabouts did you see that it's completed by the way? I ask as I can't see anything on the account to show that?

Adam

Re: Openreach

marcsnu15 — Thu, 30 Nov 2023 09:07:39 GMT

Hi Adam,

When I log onto my plusnet account and click onto the order summary, it claims the appointment was completed. If I could send a screenshot of it then I would to show you

Thanks

Re: Openreach

SammyM — Thu, 30 Nov 2023 11:57:03 GMT

Ta for getting back to us, I have chased this up and pop you an update here.

It explains the details of work we need to carry out. Please get back to us if you need us to chase a further update on 7th.

Re: Openreach

marcsnu15 — Thu, 30 Nov 2023 12:34:23 GMT

It states that there's an appointment booked for 2nd December.. Is this to carry out the external work or is this for an engineer to survey the area?

If you know, any help would be greatly appreciated

Thanks

Re: Openreach

SammyM — Thu, 30 Nov 2023 13:10:17 GMT

As it's external cabling that needs working on, it will be an external engineer. Should they need to come to property we will always gove you a call to book an appointment with you.

Re: Openreach

marcsnu15 — Thu, 30 Nov 2023 13:14:09 GMT

Hi there,
I understand it's the external wiring that needs done at this moment in time. Maybe I've just misunderstood your reply but I was wanting to understand fully if the booking for 2nd December is actually for the external wiring to take place?

Thanks and sorry for any inconvenience caused

Re: Openreach

SammyM — Thu, 30 Nov 2023 13:49:01 GMT

It is @marcsnu15

Once the external visit for the cabling will take place on the 2nd and they advise us to check back on the 7th to allow the engineer 5 days to complete the work.

If the work is finished sooner than that, they will get back to us.

Does this make sense?

Re: Openreach

marcsnu15 — Fri, 01 Dec 2023 23:08:12 GMT

What about some form of compensation for the delay of my activation date?

Re: Openreach

MatthewWheeler — Sun, 03 Dec 2023 13:07:37 GMT

Hi @marcsnu15

Once the order is complete we'd be happy to look at that.

We're signed up to the Ofcom Automatic Compensation scheme as detailed here

Re: Openreach

marcsnu15 — Sun, 03 Dec 2023 13:10:09 GMT

I see, well thanks for getting back to me.

Another thing I'd like to query is that I was told that I had an engineer appointment yesterday to come start doing the external work but yet nobody showed up

Any word with what's happened?

Re: Openreach

MatthewWheeler — Sun, 03 Dec 2023 14:19:02 GMT

From what we can see a engineer went out on the 1st to complete the work but due to the work needed permission will be needed from your neighbours for the work to be done.

Openreach have asked them for permission so it might be worth asking if they've confirmed already as until they do we can't progress things further

Re: Openreach

marcsnu15 — Sun, 03 Dec 2023 14:29:31 GMT

Any idea of how long this would delay the works?

And do you know which neighbours they have asked for permission so I could ask them personally? Because this is ridiculous, almost an entire month of no Internet at this new address

Re: Openreach

Galadriel — Mon, 04 Dec 2023 09:08:31 GMT

Hi @marcsnu15,

Unfortunately we don't have that information from Openreach, it might be worth checking with your neighbours directly if Openreach have been in contact. Our next review date is the 8th to check in with them to see where we're at.

Re: Openreach

marcsnu15 — Tue, 12 Dec 2023 17:34:15 GMT

Is there a number that I can contact Openreach? My order was delayed as I needed permission from a couple of neighbours living at 12 and 13 but I've spoke to them both and they both have gave me permission for the engineer to come and progress with the order

Re: Openreach

jab1 — Tue, 12 Dec 2023 17:38:35 GMT

@marcsnu15 - No, you have to go through Plusnet.

Re: Openreach

Baldrick1 — Thu, 14 Dec 2023 13:25:40 GMT

@marcsnu15

It might be splitting hairs but my reading is that OR require your neighbours to give OR permission, not for you to tell OR that you have your neighbours’ permission. OR might not believe you.

Re: Openreach

marcsnu15 — Mon, 15 Jan 2024 12:09:38 GMT

Just had my full fibre connected this morning. Any chance how long it would take before I receive an email saying the services are up and running? Or can I just turn the hub on straight away?

Thanks