topic 2 month Openreach wait in My Order

2 month Openreach wait

Keir20 — Wed, 23 Apr 2025 05:43:43 GMT

Hi,

I've currently moved house and unfortunately my old internet provider don't serve the new area. I've had to switch and wanted to stay with a full fibre service. I ordered plusnet on 6th April... It can't be installed until 28th May! This is almost 2 months without home broadband. I work from home and our baby monitor runs using broadband. Why is this taking so long? Is there no way to speed this up?

Re: 2 month Openreach wait

jab1 — Wed, 23 Apr 2025 06:41:37 GMT

@Keir20 What service is currently available in the new place? Could you not take that until the Full Fibre service can be installed?

Re: 2 month Openreach wait

dvorak — Wed, 23 Apr 2025 07:56:10 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: 2 month Openreach wait

Keir20 — Wed, 23 Apr 2025 08:08:12 GMT

Thanks for the reply, John.

Looks like it was virgin from the box indoors but, the house was empty so its been cut off.

Re: 2 month Openreach wait

jab1 — Wed, 23 Apr 2025 08:23:57 GMT

@Keir20 That may explain it. Do you know if there is a BT connection? Are you an overhead or underground connection for BT?

Re: 2 month Openreach wait

Keir20 — Wed, 23 Apr 2025 08:27:49 GMT

There is a BT connection as I can see the access points. Everything is underground which, is why I assume this is taking so long but to go 2 months and not offer an alternative feels absurd. Surely in today's world and the fact plusnet and EE are under the same umbrella, there should be a short term solution such as a dongle from EE or a small access point using 5g.

Re: 2 month Openreach wait

jab1 — Wed, 23 Apr 2025 08:31:58 GMT

I'll be honest - if the BT cabling is still there, I don't see why you can't get an FTTC connection reasonably quickly, and then switch to FTTP - although two months for FTTP does sound a little excessive, to be honest.

Re: 2 month Openreach wait

Townman — Wed, 23 Apr 2025 09:12:53 GMT

Note that Plusnet T&Cs prohibit WFH use of a residential grade service. A business grade service with failure fallback might be a desirable approach where service continuity is vital to earning an income.

Re: 2 month Openreach wait

jab1 — Wed, 23 Apr 2025 09:17:05 GMT

@Townman I don't want to derail this topic, but how many people WFH have a business-grade service - from any provider?

Re: 2 month Openreach wait

Townman — Wed, 23 Apr 2025 09:21:41 GMT

That is always a matter of choice and risk. The T&Cs are clear: use not compliant with them might be considered a breach of contract by the residential consumer.

Re: 2 month Openreach wait

Baldrick1 — Wed, 23 Apr 2025 09:39:45 GMT

@Keir20

It sounds like this is a new installation of a new underground service. If you enter your address here it should confirm: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome. If this indicates that it is a KCI or, more likely, KCI2 if underground then it is a new installation If KCI2 then it is a two stage process so will take time.

Depending on the results, it might be best to ring the Customer Options Team on 0800 013 2632 and change the order to FTTC SOGEA, assuming that it's available, again the link above will tell you. If you need help interpreting the results then post them here after obscuring your personal details.

Once SOGEA is working you can contact Plusnet and upgrade to FTTP.

Re: 2 month Openreach wait

Keir20 — Wed, 23 Apr 2025 10:30:11 GMT

Thanks a lot for the help!

That website is really useful, the results are attached and it looks like, as you mentioned, KCI2 Assure.

Re: 2 month Openreach wait

Baldrick1 — Wed, 23 Apr 2025 11:00:47 GMT

@Keir20

That explains the delay. This needs an Openreach technician to come out to survey the route, then a dig team to install the duct, then another technician to do the actual install.

I would suggest that you get SOGEA installed and then upgrade to FTTP once it’s up and running. This should be a much quicker installation process and it looks like you will get a pretty fast connection.

Re: 2 month Openreach wait

jab1 — Wed, 23 Apr 2025 11:08:45 GMT

@Baldrick1 If the OP's installation is currently U/G, I don't see the need for further ducting - I understand FTTP uses the current installation.

Obviously, there is some work needed somewhere (KCI2 Assure), but we don't know what.

Re: 2 month Openreach wait

Baldrick1 — Wed, 23 Apr 2025 11:13:28 GMT

@jab1

That’s true, providing there’s a duct with an accessible exit. I was taking the worst case scenario where the duct ends under floorboards or, as is often the case, the existing phone connection is directly buried.

Re: 2 month Openreach wait

jab1 — Wed, 23 Apr 2025 11:18:29 GMT

Fair enough, @Baldrick1 . Would be very useful to see the full narrative at the foot of that page, it would probably give more clarity.

Re: 2 month Openreach wait

MisterW — Wed, 23 Apr 2025 11:23:18 GMT

Just about to ask for that...

Re: 2 month Openreach wait

Keir20 — Wed, 23 Apr 2025 12:08:46 GMT

Thanks again for help on this one, I will contact Plusnet. Open reach have confirmed their appointment at the property on 28th May.

Full narrative attached.

Re: 2 month Openreach wait

bmc — Wed, 23 Apr 2025 12:27:16 GMT

@Keir20

This states there is "partial direct in ground" which indicates digging is probably required. If you are present when the survey is done you can check where the CSP and ONT will go to ensure you're happy with the location.

It you've not already phoned I would try the PlusNet Customer Options Team on 0800 013 2632 to see what's possible to get you online.

Brian

Re: 2 month Openreach wait

Keir20 — Wed, 23 Apr 2025 13:33:05 GMT

Just want to say a big thanks to everyone for the input! I managed to sort the FTTC with Plusnet and then I'll upgrade in a few days to FTTP. They will need to sort a new time out with Openreach but at least Im online.

Really appreciate everyone's input.