topic Re: Being kept in the dark about my order in My Order

Being kept in the dark about my order

Frogger — Sat, 31 Jan 2026 10:49:10 GMT

I placed order to upgrade my fibre extra (FTTC) to Full Fibre on 20th Jan, I received confirmation and contract emails. I believe Order is progressing as Openreach Installed external fibre and CSP on 28th Jan. Scheduled completion date is 4th Feb. All seems well, but since 20th Jan I have received NO updates via text or email, and when I click on track my order online link in the 'Confirmation of Change' email, nothing shows relating to the current order, in fact the Track my Order page says last updated 25th March 2024.
How do I know is still on schedule. BT (my phone provider) confirmed by letter they are closing my line on 4th Feb.

Can Someone Help me to check.

Re: Being kept in the dark about my order

Townman — Sat, 31 Jan 2026 11:35:49 GMT

If you have not heard to the contrary, then this is probably still on track, as any (deviant) update from BT Openreach will be passed on by Plusnet. Your observation suggests that the order tracker is not actually updating any more ( @Gandalf are you able to comment on changes to process in this area please?).

Looking at the ticket history on the account might have more relevant information. See the link below.

Re: Being kept in the dark about my order

Frogger — Sat, 31 Jan 2026 12:28:08 GMT

Thanks @Townman
Looking at the tickets there is nothing to suggest it is being delayed. The order tracker page seems to be stalled or not being updated (and I’ve seen another post with a similar suggestion)
Thanks again.

Re: Being kept in the dark about my order

Dan_the_Van — Sat, 31 Jan 2026 13:08:58 GMT

@Frogger

When I ordered Fibre Fibre Openreach confirmed the appointment date and time slot, which had a confirm option.

I then received an email from Openreach two days before (a Sunday) I was expecting them with the title

Re: Being kept in the dark about my order

Frogger — Sat, 31 Jan 2026 17:56:05 GMT

Thanks
I have received text messages to my mobile from Openreach. They have two activities to provide fibre and splice point. Then provide ONT internally. The text said they would confirm the second install and activation date after phase one. Which is done. Nothing more heard. I might be premature as there is still 3 working days to swap out from VDSL to fibre but, unusually, my copper line is from BT and they are ceasing it on 4th Feb. on Plusnet’s instructions. So I am concerned I will totally lose service then.
Wait and hope is where I am.

Re: Being kept in the dark about my order

pvmb — Sat, 31 Jan 2026 18:06:19 GMT

Is it not the case that the landline is not deactivated until after the newly installed PON circuit is verified working?

Re: Being kept in the dark about my order

Frogger — Wed, 04 Feb 2026 18:01:33 GMT

All is well, Openreach completed the work well on schedule. I'm now up and running on full fibre 300Mbps.

Configured HomeHub 2 to suit my network needs.

Slightly disappointed that we cannot split SSIDs for 2.4 and 5G, (unless someone knows a way) Not a big issue. Seems to be working OK on Smart Selection. If it becomes an issue I can configure an old router for AP and set up a 2.4 GHz separate network.

Thanks for Guidance, I was just nervous about process.