topic Re: Upgrade from ADSL to Fibre - unexplained delays in My Order

Upgrade from ADSL to Fibre - unexplained delays

swervo — Thu, 26 Jun 2025 13:55:47 GMT

I've been with Plusnet for quite a long time now - probably about 5 years at least. My contract is up and instead of just renewing my ADSL I signed up for full fibre which I was told (by Plusnet) was available in my property. I don't mind losing the landline.

No sooner had I placed the order that I received a message saying it was delayed. Then I received an email with a link to a case (which doesn't provide any useful information other than basically saying "it's hard"). None of these comms have provided me with any information as to what is actually happening or what the problem is. But the award winning customer service from Plusnet doesn't seem to mind asking me to spend 20 minutes on the phone waiting to speak to a customer service advisor. To make things worse when I phone the number the first level menu has item 4 which is called something like 'Installations' but when you choose it the following menu doesn't have this it just has 'thinking of leaving us?'

Can anyone provide any insight as to what is happening here? I was surprised that I could have full-fibre because my ADSL line comes in via a telegraph pole, but I looked it up and apparently this should still be OK providing there is fibre to the pole.

But now I feel like I'm in a kind of limbo with my only option being spending hours in 'Voice jail' which I've had quite enough of recently.

Any tips or similar tales warmly received. Thanks. Dom

Re: Upgrade from ADSL to Fibre - unexplained delays

jab1 — Thu, 26 Jun 2025 14:22:30 GMT

@swervo What exactly did the 'case' say? Sight of your BT Broadband Availability Checker - https://www.broadbandchecker.btwholesale.com/#/ADSL - with the phone number obscured, but including the narrative at the foot - may allow us to offer further advice.

Re: Upgrade from ADSL to Fibre - unexplained delays

swervo — Thu, 26 Jun 2025 14:37:57 GMT

Hi John, thanks for responding:

The case looks like this:
----------------------------------
Workplace
----------------------------------
BuyersID: PN:2537222:6639500
Order Type: Modify / Regrade
New Broadband Product: Full Fibre 145
Install Diary Response Code: 101174
Install Diary Response Message: Site Visit Reason provided does not cover the scope of work required. Site Visit Reason Premium is required. Please amend or cancel the order as appropriate. If you do not respond before 09/07/2025 then the order will be cancelled.
Install Diary Response Received: 24 Jun 2025 11:26:02

----------------------------------
BT Wholesale
----------------------------------
BT Wholesale Order Reference: 5-1015947423176
BT Wholesale Supplier Order Reference: 4-1226835557372
BT Wholesale Order Type: Forward Regrade
Site: XXX XXX
Order Status: Open
Order Sub-Status: Issued
Order Received Date: 24/06/2025 10:48:53
Order Required Date: 11/07/2025 00:00:00
Order Promised Date:
Order Appointment Date: 11/07/2025
Response Code: 101174
Response Message: Site Visit Reason provided does not cover the scope of work required. Site Visit Reason Premium is required. Please amend or cancel the order as appropriate. If you do not respond before 09/07/2025 then the order will be cancelled.
Response Received: 24/06/2025 11:25:58

----------------------------------
Openreach (HUD)
----------------------------------
HUD Order Status: 1 STAGE - FUTURE APPOINTED
Siebel Order Status: Issued
Order Status: pending
Order Type: Migration from WLR
Order Received Date: 24/06/2025 11:07:55
Appointment Date: 11/Jul/2025 - AM
Customer Required Date: -
Response Code 1: 9877
Response Code 2:
Response Message: Site Visit Reason provided does not cover the scope of work required. Site Visit Reason Premium is required. Please amend or cancel the order as appropriate. If you do not respond before 09/07/2025 then the order will be cancelled.
Response Received: 24/06/2025 11:24:40

----------------------------------
Broadband Availability
----------------------------------
FTTP Availability: Enabled
FTTP Capacity Date: -
Install Type: 1 Stage
ONT Status: Not found
ONT Max Speed: -
ONT Location: -
Open Order: Not found
Open Order Type: -

Kind regards,

Plusnet Support

Re: Upgrade from ADSL to Fibre - unexplained delays

jab1 — Thu, 26 Jun 2025 14:47:35 GMT

@swervo As you say, that response is little bit useless - but typical of BT/Openreach. Sight of checker result, as requested above, may give us more of a clue. It appears from the BT responses that you may be a 'hard to reach' property, but that is only me trying to second-guess/interpret the responses.

Re: Upgrade from ADSL to Fibre - unexplained delays

swervo — Thu, 26 Jun 2025 14:57:59 GMT

Following your advice I put my number (I had to look this up) into the checker. This is what it says:

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability	WBC SOGEA Availability	Left in Jumper
Featured Products	High	Low	High	Low
VDSL Range A (Clean)	80	59.6	20	17.1	50.9	Unavailable	Available	--
VDSL Range B (Impacted)	80	55	20	15.7	44	Unavailable	Available	--
G.fast Range A (Clean)	--	--	--	--	--	Unavailable	--	--
G.fast Range B (Impacted)	--	--	--	--	--	Unavailable	--	--

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
WBC FTTP	Upto 1000	Upto 220	--	Available	1 Stage

Observed Speeds	VDSL	ADSL
Max Observed Downstream Speed	62.28	15.19
Max Observed Upstream Speed	20	1.18
Observed Date	2025-06-14	2021-08-23

Other Offerings	Availability Date
VDSL Multicast	Available

Premise Environment	Status
Bridge Tap	U
VRI	--
NTE FacePlate	--
Last Test Date	--

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

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

If the End User wishes to migrate from their current Broadband supplier they will need to contact the Broadband supplier they want to take service from to arrange for the service to be migrated

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Re: Upgrade from ADSL to Fibre - unexplained delays

swervo — Thu, 26 Jun 2025 15:30:43 GMT

Hmm, my results are being deleted as spam.

Moderator's note:
Post released from the automatic Spam Filter.

Here are the notes from underneath the results:

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

If the End User wishes to migrate from their current Broadband supplier they will need to contact the Broadband supplier they want to take service from to arrange for the service to be migrated

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

Re: Upgrade from ADSL to Fibre - unexplained delays

swervo — Thu, 26 Jun 2025 15:01:57 GMT

To be fair. I was surprised that I was even offered fibre. My current connection comes in via twisted pair to an upstairs bedroom via a telegraph pole. I did read up on this and the suggestion was that if the pole had fibre then it should be OK.

Re: Upgrade from ADSL to Fibre - unexplained delays

Baldrick1 — Thu, 26 Jun 2025 15:26:20 GMT

Moderator's note:
Thread moved from Broadband to My Order

Re: Upgrade from ADSL to Fibre - unexplained delays

Baldrick1 — Thu, 26 Jun 2025 15:43:39 GMT

@swervo wrote:

...
Response Message: Site Visit Reason provided does not cover the scope of work required. Site Visit Reason Premium is required. Please amend or cancel the order as appropriate. If you do not respond before 09/07/2025 then the order will be cancelled.
Response Received: 24/06/2025 11:24:40
.....

I'm no expert but my interpretation of this is that the cost of installation of Full Fibre is such that Openreach require you to pay part of the cost. If correct I would have expected Openreach to have provided an estimate.

Edit

Note that the Availability Checker full report has been released from the Spam filter, see above.

Re: Upgrade from ADSL to Fibre - unexplained delays

Townman — Thu, 26 Jun 2025 15:45:58 GMT

Excessive Construction Charges (ECCs) seems at odds with "OH Feed with no anticipated issues".

This needs the insight of a provisioning expert!!

Re: Upgrade from ADSL to Fibre - unexplained delays

bmc — Thu, 26 Jun 2025 16:09:43 GMT

@swervo

If Full Fibre is available one of these (or something similar) should be attached to the top of the pole. These are Connectorized Block Terminals (CBT). The fibre is plugged into one of the ports then run overhead to your property.

Once at your property it gets brought down to ground level to a Consumer Splice Point (CSP) before being brought in to your property to terminate in an Optical Network Terminal (ONT).

Your current copper connection should function right up to the day of the house install.

Brian

Re: Upgrade from ADSL to Fibre - unexplained delays

jab1 — Thu, 26 Jun 2025 16:44:17 GMT

@Townman wrote:

Excessive Construction Charges (ECCs) seems at odds with "OH Feed with no anticipated issues".

This needs the insight of a provisioning expert!!

Totally agree, @Townman - unless the OP lives in the middle nowhere that above comment and the claims in the BT/OR notes are contradictory.

Re: Upgrade from ADSL to Fibre - unexplained delays

markhawkin — Thu, 26 Jun 2025 17:28:13 GMT

My guess is that the mention of "premium" is related to this:

https://www.ispreview.co.uk/index.php/2020/08/openreach-launch-new-uk-fttp-premium-connection-service.html

Broadly Plusnet (not the end user) need to be prepared to fund extra services from Openreach.

Re: Upgrade from ADSL to Fibre - unexplained delays

jab1 — Thu, 26 Jun 2025 17:35:34 GMT

@markhawkin Personally, I don't see that, as the BT/OR notes also reference a 'site visit', which suggests to me they expect problems with the install, even though the checker reports 'no expected issues' - rather contradictory.

Re: Upgrade from ADSL to Fibre - unexplained delays

Townman — Thu, 26 Jun 2025 17:47:08 GMT

If that is what it is, then it seems unreasonable and unnecessary…

”The additional activities may include things like router repositioning, WiFi analysis, more extensive testing of the live network (using more devices to demonstrate the working service etc.), possibly an allowance for more complicated installations and a few other things. Most consumers won’t need these features”

Re: Upgrade from ADSL to Fibre - unexplained delays

jab1 — Thu, 26 Jun 2025 17:51:42 GMT

As you said previously, @Townman , this needs an aware provisioning team member to explain - IMO there are weird vibes from the initial response.

Re: Upgrade from ADSL to Fibre - unexplained delays

RealAleMadrid — Thu, 26 Jun 2025 18:37:18 GMT

@Townman The premium connection service does not seem relevant in this situation, what we don't know is what a premium site visit might be, never heard of it before.🤔

Re: Upgrade from ADSL to Fibre - unexplained delays

iannewson — Thu, 26 Jun 2025 19:38:59 GMT

My guess from reading your documentation is that Openreach havent got fiber to your pole yet, so isnt a "basic" install. Might even be that pole is marked "do not climb" and therefor requires a cherry picker. Or possibly just deemed a two person job.

If the 11th rolls past and you have nothing then Id be concerned

Re: Upgrade from ADSL to Fibre - unexplained delays

jab1 — Thu, 26 Jun 2025 19:44:08 GMT

@iannewson The BTW checker shows FTTP as 'available' - my understanding is that that status is not shown until CBT is installed and confirmed as working.

Re: Upgrade from ADSL to Fibre - unexplained delays

iannewson — Thu, 26 Jun 2025 19:54:51 GMT

Your splitting hairs. I still suggest for WHATEVER reason its a job for a specialist and not the run of the mill Kellys/Openreach engineer. My point on the pole being do not climb still stands