topic Re: On Full Fibre contract but installation on hold/cancelled in My Order

On Full Fibre contract but installation on hold/cancelled

Zooboid — Fri, 22 Mar 2024 13:36:55 GMT

I am eligible for full fibre and am on a full fibre contract. However I've been informed by Plusnet that BT Openreach cannot complete the order. This is due to not gaining access to an unspecified neighbours property. No one will tell me who they have been trying to contact and getting no answer. Also all my neighbours were made full fibre ready sometime ago, so why wasn't my property?

Re: On Full Fibre contract but installation on hold/cancelled

jab1 — Fri, 22 Mar 2024 14:21:30 GMT

@Zooboid How is your connection supplied - overhead or underground? In either case, does the connection cross another parties property?

Re: On Full Fibre contract but installation on hold/cancelled

MisterW — Fri, 22 Mar 2024 14:31:52 GMT

This is due to not gaining access to an unspecified neighbours property.

If access to a neighbours property is required then Openreach (OR) will need to get formal agreement from the neighbour.

There's a number of possibilities why this hasn't happened yet:-

1) OR know they need permission but havent requested it yet

2) They've sent a letter to the neighbour but RM haven't delivered it yet

3) It's been delivered , but your neighbour thought it was junk mail!

4) The neighbour didnt understand it and hasnt replied yet

5) OR or RM have 'lost' the reply

6) OR havent processed the reply

As you can see, there's a lot of 'ducks' to get in order before any progress can be made

Re: On Full Fibre contract but installation on hold/cancelled

jab1 — Fri, 22 Mar 2024 14:38:45 GMT

I see your points, @MisterW . But is this always done this way? My connection - overhead - requires access over my next-door neighbours garden, and when I had my FTTP installed, I mentioned that I was having this work done to my neighbour - she said 'no problem'.

When the installer came and saw where the pole was, he said 'Is it OK for me to go through your neighbours garden?' I was able to answer 'yes', and everything worked like clockwork.

Re: On Full Fibre contract but installation on hold/cancelled

MisterW — Fri, 22 Mar 2024 14:50:20 GMT

It depends, if its just temporary access, say to access the pole then, as you say it can be verbal on the day. However, if a permanent fixture needs putting on a neighbours land e.g some ducting for u/g connection , then it would need formal 'wayleave' agreement. Sight of the narrative from the BT wholesale address checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome may give a clue

Re: On Full Fibre contract but installation on hold/cancelled

jab1 — Fri, 22 Mar 2024 14:50:10 GMT

Totally understand that, but until the OP gives further detail.... 😀

Re: On Full Fibre contract but installation on hold/cancelled

Dan_the_Van — Fri, 22 Mar 2024 14:52:27 GMT

Some reading

https://www.gov.uk/guidance/guidance-on-access-agreements

Re: On Full Fibre contract but installation on hold/cancelled

jab1 — Fri, 22 Mar 2024 14:58:12 GMT

Not read all of that - it is quite a big chunk, but the first two or three sections seem to be in relation to the installation of fixed supply structures poles/cabs &c, not a once-in-a-blue-moon individual connection (attempt)?

Re: On Full Fibre contract but installation on hold/cancelled

MisterW — Fri, 22 Mar 2024 15:03:05 GMT

@jab1 dont forget, this is OR were talking about! If there's a complicated formal procedure and a simple one, guess which one they'll choose 😀

Re: On Full Fibre contract but installation on hold/cancelled

Dan_the_Van — Fri, 22 Mar 2024 15:05:59 GMT

Still trying to be helpful, more reading https://www.openreach.com/help-and-support/obtaining-wayleaves

Re: On Full Fibre contract but installation on hold/cancelled

jab1 — Fri, 22 Mar 2024 15:06:03 GMT

Oooops - I had forgotten, @MisterW 🤣

Re: On Full Fibre contract but installation on hold/cancelled

Townman — Fri, 22 Mar 2024 20:22:46 GMT

Interesting discussion. Where I live each property has its own u/g feed / duct. Copper circuits went to individual properties.

I’ve become aware that some idiot has routed the neighbour’s fibre circuit through my duct and across the front of my property … rather than into their own duct. I’m not best pleased as there was neither consultation nor permission asked.

Re: On Full Fibre contract but installation on hold/cancelled

jab1 — Fri, 22 Mar 2024 20:24:56 GMT

Wonder who did that, @Townman Openreach or a certain subbie?

Re: On Full Fibre contract but installation on hold/cancelled

greygit1 — Fri, 22 Mar 2024 21:47:55 GMT

Extension to points 3 & 4

(a) The neighbour understood it, saw it wasn't junk mail, had a think and decided not to reply (for their own undisclosed reason(s) ).

There's more ducks than you could imagine.

(Obviously no laws w.r.t. data protection were broken)

Re: On Full Fibre contract but installation on hold/cancelled

jab1 — Fri, 22 Mar 2024 21:53:59 GMT

Very useful comment @greygit1 😂

Re: On Full Fibre contract but installation on hold/cancelled

RealAleMadrid — Sat, 23 Mar 2024 11:01:42 GMT

@Zooboid This replies in this thread have suggested a large number of possible reasons for the delay to your installation, but it is all guesswork, only Openreach knows the actual answer. You may have missed the most useful post, which is msg #5 from @MisterW The results of the BT wholesale address checker link in that post will provide some information about the FTTP installation to the property. It is in the text below the various speed estimate figures.

Plusnet should be chasing Openreach to find out what they are doing to complete the installation.

Re: On Full Fibre contract but installation on hold/cancelled

ClaudiaG23 — Sat, 23 Mar 2024 18:30:00 GMT

@Zooboid I can see back in December the Suppliers tried to contact the 3rd party on numerous occasions and got no response. This is why the order got cancelled.

We can certainly try and place the order again, you'd need to contact our Customer Options Team regarding this, however, I can't say if this issue will happen again.

Re: On Full Fibre contract but installation on hold/cancelled

RealAleMadrid — Sat, 23 Mar 2024 20:20:35 GMT

@ClaudiaG23 If Openreach say that FTTP is available which they obviously have done as the OP has ordered it, surely it is up to OR to sort out any problems with completing the order and not just taking the easy way out and cancelling it. What are Plusnet doing to fix this? Your suggestion of placing the order again does not inspire any confidence at all.☹️

@Zooboid It really would help if you could post the FTTP installation info from the checker results as I suggested in msg#16