topic Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse... in My Order

Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Railman1 — Wed, 17 Sep 2025 09:54:04 GMT

Hi there,

Just received the latest update, from you, on my order for an upgrade to Full Fibre 500. Once again ( 4th time I believe) I get the 'Openreach' can't contact 'third party'. BUT this time, Plusnet have put in a totally whimsical addendum to the script; quote

"To avoid cancellation and allow us to proceed with your order, we kindly ask that you reach out to the concerned party at (Address/Location) and arrange for the form to be signed and returned to Openreach."

Now if I hadn't ALREADY previously asked you for the name of this 'third party ' and been refused point blank.Pray tell me how I AM EXPECTED TO CONTACT THEM ON YOUR AND 'OPENREACHES' BEHALF!!

I've got 5 months left on my contract...and after 16 years with you...ZEN BROADBAND IS LOOKING AWFULLY INVITING for my next ISP.

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

DerekW — Wed, 17 Sep 2025 10:09:30 GMT

Are you renting?

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Baldrick1 — Wed, 17 Sep 2025 10:10:34 GMT

I can think of 3 categories of concerned third party:
1 A landlord

2.Appropriate authority for listed property

3 Neighbours/land owner with property that has to be accessed/crossed to install the new service

Can’t you work out likely candidates and ask Plusnet to confirm your guess?

You mention cancel in the post title, you do realise that you can’t cancel any service by posting on this Community site?

Any move to another ISP will still require wayleave from any affected third party.

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Baldrick1 — Wed, 17 Sep 2025 10:12:11 GMT

Moderator's note:
Thread moved from Full Fibre to My Order

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Railman1 — Wed, 17 Sep 2025 10:13:41 GMT

Yes..but I already have a 'PTW' for Plusnet' and Openreach' from them..

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Railman1 — Wed, 17 Sep 2025 10:17:35 GMT

..and I can think of three responses to each one of those...if Openreach or Plusnet would give me the names and address of the 'third party'. Which they have refused to do ..'data protection' don't you know.

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

outcast — Wed, 17 Sep 2025 10:19:29 GMT

This topic seems to be a re-run of this recent topic - PN and OR going around in circles , which might be worth reading.

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Baldrick1 — Wed, 17 Sep 2025 10:21:22 GMT

Then I assume that you know who it is and it’s a case of the form being in the correct format. Have you submitted your PTW to Plusnet?

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Railman1 — Wed, 17 Sep 2025 10:28:07 GMT

You might want to re-read third paragraph of original post, if you think I know who 'third party' is..The 'PTW' from the LANDLORD covers fixing 'box' to outside wall, drilling through outside wall for cable, and fixing 'box' on inside wall.

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Railman1 — Wed, 17 Sep 2025 10:29:49 GMT

..and yet they still haven't addressed ANY of the previous problems..

Plusnet don't seem to be doing ANYONE PROUD these days...

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

outcast — Wed, 17 Sep 2025 10:35:04 GMT

I agree, Plusnet support doesn't appear to do anything pro-active these days to help their own customers, seemingly doing the minimum amount of effort by only following their computer scripts, or responding with a defeatist attitude.

From here - https://community.plus.net/t5/My-Order/PN-and-OR-going-around-in-circles/m-p/2019513#M33981

@Marsh wrote:

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.

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Railman1 — Wed, 17 Sep 2025 10:42:23 GMT

" You mention cancel in the post title, you do realise that you can’t cancel any service by posting on this Community site?"

Of course..

"Any move to another ISP will still require wayleave from any affected third party."

Zen Internet have numerous customer satisfaction results, especially when dealing with the numerous recorded 'Openreach' 'third party' problems, where all other ISP's have totally failed miserably...

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

jab1 — Wed, 17 Sep 2025 10:48:57 GMT

As I read this rather confusing thread, the 'third party' is the landlord - have they signed and returned the PTW?

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Railman1 — Wed, 17 Sep 2025 11:08:25 GMT

jab1

NO....I already have a 'PTW', from the landlord for Plusnet and Openreach, so it doesn't seem to be them. NOW if PLUSNET or OPENREACH would care to give me the name of the 'third party' they SAY THEY HAVE BEEN SENDING REQUEST TO, then maybe we could start to get somewhere..

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

jab1 — Wed, 17 Sep 2025 11:22:09 GMT

@Railman1 OK, sorry - as I said, I found this a bit confusing.😁

Has the PTW been returned to whoever it needs to be? I admit I don't know how these things work as I have never had the pleasure, but if it only needs work on your house, and doesn't involve anyone else's land/property, I fail to see why OR cannot proceed.

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Railman1 — Wed, 17 Sep 2025 11:40:35 GMT

jab1

From what the Landlord told me, they have a long standing agreement with Openreach on the provision of ...standard installations... of broadband in 90% of their housing stock. The 'Landlord' is a large, well known and respected property owner in social and aged welfare housing, in the North West, and so have had more than enough dealings with 'Openreach' and probably every ISP going..

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

jab1 — Wed, 17 Sep 2025 11:48:19 GMT

@Railman1

In that case, I can only assume that PN and/or OR have got their knickers elastic in a twist. Maybe an email to the Openreach CEO will untwist it.

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

outcast — Wed, 17 Sep 2025 12:06:38 GMT

@jab1 wrote:

Maybe an email to the Openreach CEO will untwist it.

From here - https://community.plus.net/t5/My-Order/PN-and-OR-going-around-in-circles/m-p/2019588#M33997

@Musicegbdf wrote:

Well I sent the email. I got a response within 15 mins from him direct ! Very impressed. He has passed it on to the head of east of England region to make contact . So fingers crossed

@Railman1 it might be worth sending 'Musicgbdf' a 'Private Message' to ask for the Openreach CEO's email address ?

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

jab1 — Wed, 17 Sep 2025 12:16:07 GMT

This should save a PM.

Re: Cancellation of upgrade, due to Openreach 'Third Party' excuse...

Baldrick1 — Wed, 17 Sep 2025 13:06:06 GMT

@Railman1 wrote:

From what the Landlord told me, they have a long standing agreement with Openreach on the provision of ...standard installations... of broadband in 90% of their housing stock.

My assumption would be that the problem is more than likely being caused by your landlord failing to reply to OR.

The question that comes to mind is whether your property is one of the 10% of housing stock not included in the existing agreement, or whether the link has not been made in the OR records between a group agreement and your specific address.

You can't blame Plusnet if OR has sent a message to your landlord who has failed to respond because of an existing agreement that might or might not apply to your property. I don't see it as being Plusnet's job to obtain details of yout landlord and do the chasing for you.

Have you seen this form? If you haven't got a reference number then try completing it and sending to Plusnet along with your landlord's permission form. https://www.openreach.com/forms/apartment-wayleave-form