topic Re: Full fibre upgrade - Openreach escalation in My Order

Full fibre upgrade - Openreach escalation

Fixxxer — Tue, 01 Jul 2025 20:17:16 GMT

Having a contract End date of 25th Jul 2025 I opted to upgrade my FTTC connection to FTTP and scheduled the Openreach visit for 1st Jul 2025. MJ Quinn engineer attended and due to location of current hardware advised that he wasn't able to do what was requested and would have to escalate to have an Openreach engineer attend to survey / install. I received a text message as below and as I'm not able to track my upgrade order I wanted to know if it was possible to confirm that this has indeed been escalated?

I am concerned that delays in getting this sorted may have implications regarding my current connection and don't want to end up out of contract or even worse without internet access.

Hi,

It's Openreach on behalf of Plusnet.

Sorry we couldn't complete your installation.

If something stopped us from connecting you previously (e.g., building works), please book a date after this work is completed.

Book a new date for your Full Fibre installation here:

Any assistance would be much appreciated.

Re: Full fibre upgrade - Openreach escalation

DDB — Wed, 02 Jul 2025 08:31:38 GMT

I don't want to sound negative but as I have gone through 3 escalations without anything happening I strongly suggest to bang on Plusnet's door, if needed daily. Yes you become a nuisance but may get the required attention.

Re: Full fibre upgrade - Openreach escalation

Fixxxer — Wed, 02 Jul 2025 20:42:47 GMT

@DDB

Called Plusnet support and spoke to Spike who arranged an Openreach engineer for 9th so here's hoping they can do what MJ Quinn couldn't or wouldn't.

Re: Full fibre upgrade - Openreach escalation

andyt1970 — Sun, 13 Jul 2025 20:22:49 GMT

Did OR come out?

Re: Full fibre upgrade - Openreach escalation

Fixxxer — Sun, 13 Jul 2025 21:09:19 GMT

@andyt1970

After following @DDB advice and calling Plusnet support where Spike arranged an Openreach engineer visit and opened a question on my account so I knew what was going on. Subsequently Benjamin from Openreach attended and installed the ONT device in the requested location, nothing was too much trouble!

Please beware if I hadn't already previously drilled an hole internally to allow for routing the RJ-45 lead from the master socket through to the installation location for the now defunct VDSL it would have been a different story as OR are only allowed to drill the one hole externally into the property to bring the optical cable in.

Re: Full fibre upgrade - Openreach escalation

andyt1970 — Sun, 13 Jul 2025 20:56:07 GMT

Thankyou. Glad it's sorted!