topic Re: How long does it take to get set up? in My Order

How long does it take to get set up?

ot2025 — Sun, 15 Jun 2025 08:54:54 GMT

New customer at a new build house which has had no previous broadband or phone service.

There's an OpenReach socket in the wall.

Order placed June 4th, On that day, I received the following update:

Dear Mr Ormsby, Greetings from PlusNet, We have been unable to place the orders for you as Openreach are currently not showing any products available at the property. I have now raised a form to Openreach to review and update their records to allow us to place the orders for you, which we expect an update within 6 working days and we will get back to you too.

I received a further identical message on June 10th.

Any idea how long it is likely to be before I will have working broadband? Plusnet has taken my money by DD.

Looking up my address in the BT Wholesale Checker, I see the following (see screenshot) which seems to indicate I should be able to get VDSL service but not FTTP. The UPRN lookup shows nothing at all.

Thanks for any insights.

Moderator's note:
Unrelated attachment removed.

Re: How long does it take to get set up?

Mustrum — Sat, 14 Jun 2025 20:06:33 GMT

@ot2025 your GWR claim history does not show any BTW options.

Re: How long does it take to get set up?

RealAleMadrid — Sat, 14 Jun 2025 20:07:37 GMT

@ot2025 Your screenshot shows some GWR rail journey claim!

Re: How long does it take to get set up?

ot2025 — Sat, 14 Jun 2025 20:11:51 GMT

That's fair. Since I don't seem to be able to edit the original; post, here's another attempt. My apologies for the fat fingers.

Re: How long does it take to get set up?

Mustrum — Sat, 14 Jun 2025 23:11:05 GMT

@ot2025 On the BTW DSL checker, did you use the address tab, insert your Post Code, then pick your address from the drop down?

If not how did you get the results you posted?

Re: How long does it take to get set up?

Townman — Sun, 15 Jun 2025 07:58:20 GMT

In direct answer to your question, it’s going to be as long as a piece of string … or more accurately as long as it takes to lay new infrastructure.

The BT socket in the new build will most likely be just to an external connection box. Is there anything happening sign of an underground cable coming to the property? It is very common for builders to play ducts for telecom services and to install termination points internally ready for connection.

How new is this new build? Is it an insert new build? All significant new build are supposed to be full fibre blown only. The builder should have an arrangement / plan with Openreach to cable the development. If that’s not in hand, you’ll have to await Openreach surveyors.

Re: How long does it take to get set up?

bmc — Sun, 15 Jun 2025 10:49:54 GMT

@ot2025

You can only edit a post for 15 minutes after submission.

What size of development is the new house in? I was of the understanding that no copper would be installed these days - only Fibre.

Brian

Re: How long does it take to get set up?

MisterW — Sun, 15 Jun 2025 11:05:19 GMT

Its detailed here https://www.openreach.com/building-developers-and-projects/fibre-for-developers/registering-your-site#accordion-4d9690a380-item-595c486177

If the site is >19 plots then Openreach should be installing FTTP. Currently <20 plots can be FTTC(SoGEA) if FTTP would cost >£2000/plot. After Dec 2026 every new build must be FTTP.

Re: How long does it take to get set up?

RobPN — Sun, 15 Jun 2025 12:16:36 GMT

@bmc wrote:

@ot2025

You can only edit a post for 15 minutes after submission.

Unless things have changed in the not too distant past, I think you'll find it's 20 minutes.

Re: How long does it take to get set up?

ot2025 — Sun, 15 Jun 2025 13:53:30 GMT

@Mustrum If I enter my postcode, the address selection does not include my address - though it includes the empty newly built houses on either side. The list includes a fair bit of garbage, to be honest.

I got the output I posted by entering my complete address.

I'm at Number 12. If I enter Number 8, which was from an earlier phase of the development and completed a couple of years ago, I *can* select the address from the dropdown and I get the following:

Re: How long does it take to get set up?

ot2025 — Sun, 15 Jun 2025 14:01:31 GMT

@MisterW It's a small development, in phases, over the last several years. The first 7 houses completed (I'm guessing) 3-4 years ago. Then 2 more, finished perhaps 2 years ago. I'm in the latest set of 5, substantially complete last year but only being occupied now. We're the first go occupy one of this latest phases. A final 3, bringing the total to 17, are due to be completed around the end of this year. But the fact that, if I understand the output of the BT checker correctly, FTTP is available in the earlier houses, no more than 100 metres or so away, makes me cautiously optimistic that it should be possible to get a full fibre connection at some point. But frankly, any connection would be good!

Re: How long does it take to get set up?

MisterW — Sun, 15 Jun 2025 14:21:43 GMT

@ot2025 check if your property has been allocated a UPRN (Unique property reference number) here https://www.findmyaddress.co.uk/search and then try the BTw checker using your UPRN

Re: How long does it take to get set up?

bmc — Sun, 15 Jun 2025 14:24:55 GMT

@ot2025

Thanks for the information.

If your neighbours can get Full Fibre I see no reason why you can't. In your original post you stated a staff member had submitted a request to OR. I assume this was an ORDI check - OpenReach Database Intergrity check which looks at properties where the database may not reflect the actual service availble.

Either wait for a staff member if pick up this thread or phone in too ask about the status of the ORDI check. If you can login to your PN members page (if you have one) you can check for messages there.

Brian

Re: How long does it take to get set up?

bmc — Sun, 15 Jun 2025 14:27:09 GMT

@MisterW

From the original post - "The UPRN lookup shows nothing at all"

Brian

Re: How long does it take to get set up?

MisterW — Sun, 15 Jun 2025 14:48:46 GMT

Oops, missed that.

Well that would explain why the BTw checker doesnt show correctly. Sounds like the first thing is that a UPRN needs allocating by the local authority...

Re: How long does it take to get set up?

ot2025 — Sun, 15 Jun 2025 15:25:24 GMT

@MisterW I can find a UPRN for the property address in findmyaddress.co.uk and a BTW search using that UPRN indicates "FTTP is not available" - and doesn't show anything else being available either.

The same process for the neighbour at #8 gives the same results, so there's something off about the UPRN search results somewhere.

Re: How long does it take to get set up?

jab1 — Sun, 15 Jun 2025 15:34:33 GMT

Think you are correct - using my UPRN in the checker says I have no availability - of anything - even though I know I can get FTTC AND FTTP.

Re: How long does it take to get set up?

MisterW — Sun, 15 Jun 2025 15:35:08 GMT

@ot2025 in that case it sounds like the BTw/Openreach database isnt up to date, in which case an ORDI (OpenReach Data Integrity) request is needed

Re: How long does it take to get set up?

bmc — Sun, 15 Jun 2025 15:46:55 GMT

@MisterW

In the original post the OP stated that PN staff had submitted a request to OR to check their records. I'm assuming this was an ORDI request. That was on the 4th. A similar message was received on the 10th. From memory it shouldn't take that long for an ORDI request to be completed.

The OP needs to phone support urgently or hope that a staffie picks up this thread.

@ot2025

Does the following return your address correctly.

https://postcodedatabase.uk/

Brian

Re: How long does it take to get set up?

bmc — Sun, 15 Jun 2025 15:49:37 GMT

@ot2025

The previous link doesn't appear to give actual addresses. Try

https://www.royalmail.com/find-a-postcode

Brian