topic Re: FFTP Help! in My Order

FFTP Help!

sophiekate14 — Thu, 20 Mar 2025 20:46:12 GMT

This may be a silly question but I really have no idea what I’m doing here!
Engineer came out to my property last week for fibre installation and advised that he couldn’t complete the installation as the duct was under concrete and they might need to dig. He drilled through the wall and installed the small white box on the inside of the property but seemingly couldn’t go further than that.
On further inspection, I have the grey duct piping out the front of the property and this was in place before I moved in. On an open reach check, it says I should have FFTP available. I called plusnet and they said they couldn’t provide me WiFi if they needed to dig (I don’t own the block paving area beyond the steps) and they couldn’t sell me copper so I cancelled my contract.
I’m just confused as to how I seem to have the infrastructure and open reach saying I have FFTP available but the engineer saying it’s not possible.
Hope that makes sense?

Re: FFTP Help!

jab1 — Thu, 20 Mar 2025 20:55:32 GMT

@sophiekate14 It is possible that the duct is blocked somewhere along its length if the engineer couldn't feed the cable, in which case, they would need to dig to clear the obstruction/repair the duct. Who does own the paving - OR would need to get permission from them for the work?

Re: FFTP Help!

sophiekate14 — Thu, 20 Mar 2025 21:07:10 GMT

I’m not sure about a blockage, he said the issue was it being under concrete and the information on the ticket is quoted below:
“No ducting at EU. Copper is concreted in and goes underneath stone stairs. New ducting required. Only 4m from pit so could be put underneath block paving. and this needs to be resolved before ONT installation”
It’s all a bit gobbledegook to me.
The block paving is partially adopted but unfortunately between the council and a neighbour…not me.

Re: FFTP Help!

jab1 — Thu, 20 Mar 2025 21:16:22 GMT

@sophiekate14 Something sounds strange - you say you have 'a grey pipe' - does the current connection come in through that?

It is possible/sounds like your copper cable is laid 'Direct In Ground', in which case they would need to install a proper duct -.FTTP cable cannot be laid unprotected. There will be a way to resolve this, but it is a bit out of my field.

I'll tag someone who might know a bit more and be able to offer you some advice.

@MisterW - any thoughts?

Re: FFTP Help!

dvorak — Thu, 20 Mar 2025 21:24:24 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: FFTP Help!

sophiekate14 — Thu, 20 Mar 2025 21:37:14 GMT

There isn’t a current connection unfortunately, or at least there hasn’t been broadband for several months. The property was brought probate so information is limited.
The open reach external capping was already in place and when the engineer came he attached the ONT inside directly opposite this but didn’t do anything more.

Re: FFTP Help!

bmc — Thu, 20 Mar 2025 21:38:18 GMT

@sophiekate14

Could you post a screen image (after hiding your details) of the results from the following. Include the narrative below the results window please.

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

Pictures from outside would also be helpful to members trying to give advice.

To post a picture inline click on the the following icon in the message reply box.

Brian

Re: FFTP Help!

jab1 — Thu, 20 Mar 2025 21:45:53 GMT

Ah, OK @sophiekate14 - let's see if my 'tag' can help - probably won't be until tomorrow morning, though.

If there is no service at the property, I would suggest you use this link, instead of the one provided by @bmc : https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Re: FFTP Help!

sophiekate14 — Thu, 20 Mar 2025 22:13:45 GMT

Thanks for your help with this.
Having some issues uploading but have pulled the data from the search as requested.

Featured products

VDSL Range A (Clean)
Downstream line rate (mbps): High= 80, Low= 79
Upstream line rate (mbps): High= 20, Low= 19
Downstream hand back threshold (mbps): 73.8
WBC Availability: Unavailable

VDSL Range B (Impacted):
Downstream line rate (mbps): High= 80, Low= 77.7
Upstream line rate (mbps): High= 20, Low= 19
Downstream hand back threshold (mbps): 68.2
WBC Availability: Unavailable

G.fast Range A (Clean):
Downstream line rate (mbps): —
Upstream line rate (mbps): —
Downstream hand back threshold (mbps): —
WBC Availability: Unavailable

G.fast Range B (Impacted)

Downstream line rate (mbps): —
Upstream line rate (mbps): —
Downstream hand back threshold (mbps): —
WBC Availability: Unavailable

WBC FTTP

Downstream line rate (mbps): up to 1000
Upstream line rate (mbps): up to 220
Downstream range (mbps): —
Availability date: available

Other Offerings:
VDSL Multicast: Available

Exchange Product Restrictions
FTTP Priority Exchange: Y
WLR Withdrawal: Y
SOADSL Restriction: N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit
Residential UG premises served by 2.5 Inch plastic duct 56.
ONT exists with active service. No spare ports are available.
A new ONT may be ordered.

Hope this helps!

Re: FFTP Help!

jab1 — Thu, 20 Mar 2025 22:19:08 GMT

@sophiekate14 So - the ducting already exists for FTTP - if the first installation engineer couldn't feed the cable, then the duct must have a problem which needs resolving before the service can be supplied - sorry.

If, as I suspect, you are using a mobile device, you need to select the 'desktop' site to enable uploading.

Re: FFTP Help!

sophiekate14 — Thu, 20 Mar 2025 22:37:14 GMT

Ahhh, that doesn’t seem like an easy fix. So would require another engineer visit then? I will give plusnet a call and see if something can be arranged to figure out exactly what’s needed. Not a whole lot of explanation at the time from the chap who came out initially.
Will need to look into a temporary measure for now and cross my fingers it can be sorted.
Thanks for your help, much appreciated!

Re: FFTP Help!

jab1 — Thu, 20 Mar 2025 22:45:57 GMT

Yep -afraid it would be at least one more engineer visit, probably more, as they would need to do a survey, arrange with the landowner/council for the dig work.

Re: FFTP Help!

RealAleMadrid — Thu, 20 Mar 2025 23:20:59 GMT

@sophiekate14 According to the checker details you already have an FTTP (Full Fibre) service so something looks a bit odd here.

The details say ... ONT exists with active service. No spare ports are available.

That implies that there is already a working connection at your property.

You need to get Plusnet to check with Openreach exactly what is going on here, there seems to be some confusion.

Re: FFTP Help!

jab1 — Fri, 21 Mar 2025 07:05:40 GMT

Thanks @RealAleMadrid - I missed that - must have been too tired. 😃

Re: FFTP Help!

MisterW — Fri, 21 Mar 2025 07:25:16 GMT

The details say ... ONT exists with active service. No spare ports are available.

That implies that there is already a working connection at your property.

@sophiekate14 as @RealAleMadrid says , that all sounds a bit odd! Openreach think there's already an existing connection.

Is there possibiliity of another ONT hidden away somewhere ?

The other possibility is that there's an address confusion or it could just be that Openreach's database is just plain wrong ( its not unheard of! )

Given the (theoretical?) existence of an ONT, Its odd that the order wasnt originally attempted as a remote activation ...

Re: FFTP Help!

jab1 — Fri, 21 Mar 2025 07:30:16 GMT

@MisterW Something is definitely wrong here - the OP said 'He drilled through the wall and installed the small white box on the inside of the property but seemingly couldn’t go further than that.'

Why would he do that if there was already - supposedly - a connection at the property?

Re: FFTP Help!

MisterW — Fri, 21 Mar 2025 07:42:20 GMT

Why would he do that if there was already - supposedly - a connection at the property?

@jab1 because the job would have said 'new install' so that's what they would try to do! . In reality I suspect that @sophiekate14 may have noticed if there really was an existing ONT! So my best guess is that either there's an address confusion or the Openreach database is wrong.

Re: FFTP Help!

RobPN — Fri, 21 Mar 2025 09:45:43 GMT

@MisterW wrote:

In reality I suspect that @sophiekate14 may have noticed if there really was an existing ONT! So my best guess is that either there's an address confusion or the Openreach database is wrong.

There's also the slight possibility that the ONT was removed during clearance of the premises before sale.

Re: FFTP Help!

MisterW — Fri, 21 Mar 2025 09:50:31 GMT

@RobPN good point. Later ones have a notice saying 'not to be removed' but earlier ones don't.

One would have hoped that the installation engineer would have noticed the fibre connector dangling somewhere, but maybe that's a bit optimistic ?

Re: FFTP Help!

bmc — Fri, 21 Mar 2025 11:33:20 GMT

@sophiekate14

Thanks for the information. External pictures might still be helpful.

As others have stated, OR thinks there is an active ONT in the premise. If you've had a good look round and can't see one then it suggests an OR database error.

However, that doesn't get your Full Fibre installed.

If a staff member doesn't pick up on here you need to phone PN and ask then to do an ORDI check, stating the the systems says there's on ONT but the engineer tried to do a new install.

Brian