topic Re: Is My Full Fibre Order Delayed ? in My Order

Is My Full Fibre Order Delayed ?

Terranova667 — Mon, 12 May 2025 07:41:22 GMT

Hi can anyone from staff find out what the status of my order for full fibre is please, I placed it on the 29th April with an Openreach engineer inside install for 15th May which is this coming Wednesday, yet so far none of the outside work has been done yet by Openreach, they visited the property two days after the order was made and said they needed to dig to lay the cable, I did sign and return an agreement for them to dig that was on the 7th May, but since then nothing.

On Friday I got the email with Tracking for the hub two router, I'm not so sure what is going on, any update will be helpful thanks.

Re: Is My Full Fibre Order Delayed ?

bmc — Mon, 12 May 2025 10:22:07 GMT

@Terranova667

If there's no usseful information there I'm afraid you'll either have to wait in the hope a staff member picks up this thread in time or phone Support.

Brian

Re: Is My Full Fibre Order Delayed ?

Terranova667 — Mon, 12 May 2025 11:36:10 GMT

@bmc thanks for the reply, yeah i have checked members centre and the messages and it's mostly internal stuff nothing that says anything useful to me.

Re: Is My Full Fibre Order Delayed ?

bmc — Mon, 12 May 2025 11:40:00 GMT

@Terranova667

Then I guess it's a phone call to support to find out what's happening. A staff member may or may not pick up this thread in time.

Brian

Re: Is My Full Fibre Order Delayed ?

Marsh — Mon, 12 May 2025 12:44:33 GMT

Hey @Terranova667, I have had a look into this for you.

I see that our Openreach team has received the PTW and is currently advancing the order internally to move to the next stage. We expect to receive an update from Openreach on the 15th regarding your order, but for now, this is the latest information we have. As soon as we have an update, we will be in touch.

@Terranova667 wrote:
Openreach engineer inside install for 15th May which is this coming Wednesday

Until the external work is completed, I am afraid that the appointment is purely provisional. If they complete the work after the scheduled date, they will select an earlier appointment.

Re: Is My Full Fibre Order Delayed ?

Terranova667 — Mon, 12 May 2025 13:03:06 GMT

@Marsh Thanks for the update, so It's delayed, I will wait to see what is said on the 15th or if Openreach turn up to do any of the outside work before then.

Re: Is My Full Fibre Order Delayed ?

mwwagain — Mon, 12 May 2025 15:36:18 GMT

My experience is that as soon as you are put on 'dig required' the physical installation is cancelled. Only when everything agrees that the dig is completed can you book another installation date.

Digging can be 3 - 4 weeks depending on location and if you are a 'hard dig' (tarmac) or 'soft dig' (grass, stones) as those are different squads.

It may be helpful to send PN a photo of the completed dig (eg show a coil of fibre next to your front door) as it has been known for the OR systems to lock up and never allow the installer appointment.

The classic 'computer says no' scenario.

Re: Is My Full Fibre Order Delayed ?

Terranova667 — Tue, 13 May 2025 16:55:06 GMT

A little update, I got the Hub Two today so that one good thing just need the work done by Openreach whenever that will be now.

Re: Is My Full Fibre Order Delayed ?

Terranova667 — Thu, 15 May 2025 10:43:28 GMT

Another little update, turns out the delay was due to a survey needing to be done to find the best way to route the fibre cable to the property, so now have to wait for the survey team to do their thing and get an update on the 20th May to find out what is planned.

Re: Is My Full Fibre Order Delayed ?

Terranova667 — Tue, 20 May 2025 07:55:12 GMT

Another update, I got a call yesterday from one of the Staff on the customer assist team who have taken over, Openreach still haven't done the survey so it's being escalated and will be contacted again in 48hrs hopefully with news of when work will start.

Re: Is My Full Fibre Order Delayed ?

Terranova667 — Tue, 27 May 2025 14:16:15 GMT

Another update.. Was told Openreach are scheduled for the 7th to do the outside work, hopefully that is what happens and no more delays so can then book for the inside work and get up and running on Full Fibre.

Re: Is My Full Fibre Order Delayed ?

Terranova667 — Sat, 07 Jun 2025 16:40:19 GMT

Another update..Openreach were supposed to do the outside work today but no one turned up, Typical, I have no idea why, will have to wait for Plusnet to get back to me with whatever excuse Openreach had for not doing the work they said they were going to do today.

Re: Is My Full Fibre Order Delayed ?

Marsh — Tue, 10 Jun 2025 07:52:30 GMT

Hey @Terranova667,

I have had a look into your order. I can see that Openreach advised on 24th May that the external work was scheduled for the 7th. However, I can see Openreach got back in touch with us on the 2nd of June, we got advised that due to the complexity of your order, it was sent to Openreach's planning team, and we were meant to have an update back yesterday; however, we have not. I can see our Customer Assist Team are due to pick this up for you so we can chase Openreach.

Re: Is My Full Fibre Order Delayed ?

Terranova667 — Tue, 10 Jun 2025 17:33:44 GMT

@Marsh Thanks for the reply, it would have been nice to have been notified by someone that the planned work for the 7th wasn't going to happen I cancelled some things to be home, I will wait for the Customer Assist Team to see what is happening,

Re: Is My Full Fibre Order Delayed ?

Terranova667 — Wed, 11 Jun 2025 16:45:36 GMT

A new update. I was contacted by the customer Assist team today, turns out that Openreach need to install 70m of new duct before they can do anything else and they expect to get the duct on the 6th July, I have no idea when work on the property will even begin, I'm expected another update from the customer Assist team on the 19th July, Hopefully no more delays this time.

Re: Is My Full Fibre Order Delayed ?

Townman — Thu, 12 Jun 2025 15:37:02 GMT

@Terranova667 was 15th May a COMMITTED installation date or did the email include the words “we aim to…”. If it was a committed installation date then the automatic compensation clock for a delayed install should be ticking, however …

@Marsh to manage expectations, is the automatic compensation clock for failed installation still ticking or is it paused awaiting PTW?

Re: Is My Full Fibre Order Delayed ?

mwwagain — Fri, 13 Jun 2025 17:43:45 GMT

@Terranova667 wrote:

A new update. I was contacted by the customer Assist team today, turns out that Openreach need to install 70m of new duct before they can do anything else and they expect to get the duct on the 6th July, I have no idea when work on the property will even begin, I'm expected another update from the customer Assist team on the 19th July, Hopefully no more delays this time.

Sounds very similar to mine. The duct 'diggers' will hopefully also run the fibre up to your building, just make sure it is near where you want them to put the external splice point (CSP) and therefore also where you'd prefer them to come in.

With a coil of fibre by your door / wall there is then no excuse not to book the installer - and don't take any nonsense at that point. The OR computer can 'forget' the work is done and still say 'externals to complete'.

Re: Is My Full Fibre Order Delayed ?

Terranova667 — Sun, 15 Jun 2025 18:50:50 GMT

@Townman it says, We expect this to be 15th May 2025, but our suppliers will need to carry out some extra checks on how the necessary cables can be installed to your property. Depending on how long this takes, the requested appointment date may not be available, however we'll monitor your order and email you to keep you updated on its progress and will confirm your engineer date via email as soon as we can.

Re: Is My Full Fibre Order Delayed ?

Townman — Sun, 15 Jun 2025 18:58:59 GMT

OK that’s not a confirmed activation date, so the automatic compensation scheme does not apply here.

Re: Is My Full Fibre Order Delayed ?

Terranova667 — Fri, 04 Jul 2025 10:42:30 GMT

A new update..

I got a update from Plusnet, Openreach have told them work won't start until 1st September with no reason given why they are waiting that long, they supposed to be getting the ducting on Sunday so a delay that long to start work is a bit of a pee take to say the least, what makes it worse is they were laying ducting in my street yesterday for other properties that are getting Full fibre so I don't get how they can do that that work and not for mine when they would be digging and laying pretty much the same place just going in the opposite direction 5 doors down.

I can't say i'm happy about it, I replied to my ticket asking if they can get a valid reason of the delay from Openreach although I doubt i will get one, It's been two months already since i made the order, now Openreach want to wait even more and that's not even to do work on the property both outside and in. 😠