topic PN and OR going around in circles in My Order

PN and OR going around in circles

Musicegbdf — Fri, 05 Sep 2025 09:55:29 GMT

Without going too deep, but getting on for 3 months now. I am new to PN and signed up for fibre. Currently with Talktalk.
There is poor info from OR as they keep cancelling my order as they want a permission to work. Permission has been given , but using logic there is an issue off my property. I have the legal authority to give permission ( unadopted , non registered lane) , but somehow PN can't seem to get this across. I have sent them my title deed copy to prove it . So OR cancels every time. I suggest a OR surveyor meet me and I can give a copy and sign , but just seems all the computers say no. Keep hitting a brick wall . The people I talk to at PN are very nice , but I have asked for to serious escalation as it seems to just keep looping round. The last message from PN almost seemed to suggest I get lost.
Sad to see they have no complaints procedure. So only place I can vent is here.

Re: PN and OR going around in circles

MisterW — Fri, 05 Sep 2025 09:58:38 GMT

@Musicegbdf Sad to see they have no complaints procedure

They do, there's a link to it on the bottom of every forum page (Complaints code of practice)

For info its here https://www.plus.net/help/legal/complaints-code-of-practice/

Although in this case , since the problem seems to really be in OR, I'd suggest an email to the Openreach CEO. That usually gets things moving...

Re: PN and OR going around in circles

Musicegbdf — Fri, 05 Sep 2025 10:11:07 GMT

Yep, many phone calls , tickets that go on for miles , and had already have the address to write to. I also have ofcom details. I am both sad and angry. The people I have dealt with at PN seem very keen to help , but it does seem they are unable to push higher up the system to resolve. OR seem untouchable and feels like lots of people working from home and do what the computer tells them to do. I have done the groundwork by getting the title deed which is totally clear.

Re: PN and OR going around in circles

outcast — Fri, 05 Sep 2025 10:34:04 GMT

@Musicegbdf

Do you have any AltNet (non-Openreach) Full Fibre providers available at your address ?

It might be a whole lot less hassle if there is.

Re: PN and OR going around in circles

Musicegbdf — Fri, 05 Sep 2025 10:39:10 GMT

Sadly , no . If so I would be with them by now. Have even looked into 5g router.
What is would say is that as all my neighbours are now on fibre my copper from box doesn't buffer anymore and get 36mb. Though OR are in my town doing every where so best time to get done. I have seriously felt like giving up and stay with talktalk.

Re: PN and OR going around in circles

bmc — Fri, 05 Sep 2025 10:57:24 GMT

@Musicegbdf

As already stated, the nuclear option is to Google the e-mail address of the OR CEO and drop them an e-mail.

Brian

Re: PN and OR going around in circles

Musicegbdf — Fri, 05 Sep 2025 11:44:12 GMT

That is one of my back ups. However, OR keep asking for the permission to work. They didn't try hard , but put the ball back in PN. I have done the work and got the title deed. As far as I know PN have not told OR there is the title deed and my permission given. So they will keep cancelling the order. PN need to get an OR person to make a appointment to meet me and I can give a copy of the deed and sign their form like I did for my property. OR not being helpful , but PN also need to follow my requests to conclude the issue.

Re: PN and OR going around in circles

outcast — Fri, 05 Sep 2025 11:55:55 GMT

Staff members @Marsh and @Tina11192 claim to have been trained in 'provisioning'

perhaps now being tagged here, one of them can look into @Musicegbdf 's provisioning issue ?

Re: PN and OR going around in circles

Musicegbdf — Fri, 05 Sep 2025 12:01:40 GMT

Just had a look and had 12 different people on PN answering. This needs a consistent agent to deal with it and understand the full issue.

Re: PN and OR going around in circles

Marsh — Sat, 06 Sep 2025 15:44:30 GMT

Hey @Musicegbdf

I have had a look at the order from top to bottom. I can see Openreach cancelled the order due to them not receiving the third-party PTW (They first sent end of July). When it comes to any PTW requests, there is not a lot we can do to escalate these types of issues with Openreach, as when we escalate the order for issues relating to PTW, it will be rejected. The information we get on third-party PTW requests is quite limited as well, due to the amount of information they can give.

Due to these issues, I can see you sent us the proof of ownership, and we did attempt to reach out to Openreach to provide this information; however, their process (I am assuming (Dangerous), as I don't work for Openreach) is that they need to receive that type of proof to whoever they sent the third-party request to avoid any issues legally.

The only option we have is to replace the order and await new documents to be sent.

Re: PN and OR going around in circles

Musicegbdf — Sat, 06 Sep 2025 17:15:16 GMT

The problem is no one knows who is the third party as the lane is not land registered. So they may be sending to a person no longer around. I have lived here 27 years and my neighbour 30 years and no one knows a third party. I have suggested that a appointment with OR person with me I can give proof and PTW.
I can't arrange that , I need PN to arrange. Otherwise the circle continues. You need to break the circle as the solution is simple.

Re: PN and OR going around in circles

Musicegbdf — Sun, 07 Sep 2025 06:26:39 GMT

I have to say the stress of this is getting to me. I was awake at 3 in the morning.Silly I know. When I mention escalation, I mean within plus net. More than a dozen individuals is too many. I think this justifies going to a higher level in PN and one person to deal with it. I have given you the tools with the title deed ( which is public information, ). You are the experts to get resolved and if it needs it can go right to the top. I do get the feeling that you want me to go away. This circle cannot continue you must find a way to break it , I cannot as OR will not allow it.

Re: PN and OR going around in circles

spile — Sun, 07 Sep 2025 06:39:12 GMT

I would recommend contacting your MP in writing. He/she can take it further than you.

Re: PN and OR going around in circles

MisterW — Sun, 07 Sep 2025 06:42:28 GMT

@Musicegbdf as @Marsh says above, the communications process between Plusnet and Openreach doesn't allow the invervention regarding third party PTW.

As you rightly say, under normal circumstances, the responsibility to deal with OR is the ISPs. However these are not normal circumstances and I suspect the only way to resolve this is direct communication between yourself and OR. Normally this is not possible, but as I said earlier. an email to the Openreach CEO would likely open communication channels.

Re: PN and OR going around in circles

Musicegbdf — Sun, 07 Sep 2025 07:34:10 GMT

Thank you , but I am the customer. I feel PN need to go further up their chain. Even if it goes to Marc Allera. There must be some senior bridges of communication at a higher level. I have made suggestions already . I gave the ref number if the title deed that OR can see I have the legal authority and no third party needed. I have offered to meet and give a certified copy of the deed to OR. I shouldn't really be put into this situation.
Being bounced around more than a dozen people in PN does not help . I need a senior person now in PN to own the problem and get it resolved. Yes MP and Ceo of PN and OR are options , but the situation is beyond ridiculous. It is so simple. The deeds were drawn up 40 years ago to ensure this type of problem should not arise. It is easy for PN to not take ownership of the problem and just bounce OR back at me the customer. Very disappointing, but I am not going to be fobbed off.

Re: PN and OR going around in circles

jab1 — Sun, 07 Sep 2025 07:47:18 GMT

@Musicegbdf Emailing the Openreach CEO is the only way out of this situation. They are so set in their ways, you need to heed the advice given if you are to resolve this problem.

Re: PN and OR going around in circles

Baldrick1 — Sun, 07 Sep 2025 07:47:40 GMT

@Musicegbdf wrote:
I have the legal authority to give permission ( unadopted , non registered lane)

How would they install full fibre? How are you currently connected, overhead or underground? Is it just a case of OR needing access to poles in the lane, or:

If underground I can understand that you have the right to use the lane. But does it give you the authority to have it dug up to install a duct, possibly to the temporary detriment to other users?

As always, the devil is in the detail.

Re: PN and OR going around in circles

MisterW — Sun, 07 Sep 2025 07:55:14 GMT

@Musicegbdf I appreciate what you are saying

Thank you , but I am the customer. I feel PN need to go further up their chain.

but the communication process and escalation path between ISPs and Openreach is constrained. As @Marsh says

When it comes to any PTW requests, there is not a lot we can do to escalate these types of issues with Openreach, as when we escalate the order for issues relating to PTW, it will be rejected.

Whilst, as I'm sure you're aware, Plusnet are part of the BT Group and you would think they would be able to talk to OR at a higher level, they are somewaht constrained by the OFCOM regulations that OR must not give preference to any ISP. There is also anecdotal evidence that as part of the BT group, Plusnet are reluctant to 'rock the boat' at higher levels.

If you want this mess sorted out in a reasonable timeframe, then IMHO the simple way is to email the OR CEO.

Re: PN and OR going around in circles

Musicegbdf — Sun, 07 Sep 2025 08:08:08 GMT

The copper cable is underground and has several man holes in the lane. The title deed grants the rights and permissions to lay new or maintain all pipes , drains cables , wires . It is very detailed. I am connected by copper cable , the fibre kit already fitted in my house awaiting connection. This really is so stupid and very annoying. It seems more than one computer says no. Having to go to the CEO of OR seems crazy for such a simple local issue. It seems I will be doing PN job for them. This can't be the first time this has happened.

Re: PN and OR going around in circles

jab1 — Sun, 07 Sep 2025 08:13:18 GMT

You are not 'doing PN's job for them' - you are getting round the restrictions of OFCOM/OR.