topic Re: FTTP order and message from OR in My Order

FTTP order and message from OR

Lorian — Mon, 18 May 2026 11:40:09 GMT

Hi I have an FTTP order with Thursday as the install date. My openreach record did show KCI2 Assure with congested residential underground duct. It's not a congested duct it's duct56 direct from the joint box containing an empty CBT (I'm first to order) to my house.

On Friday it changed to a 1 Stage install. I presume some came took a look.

But today I got this text from openreach:

"Full Fibre is in high demand in your area. Our engineers are working to get your property ready. We'll keep you posted and confirm your appointment date soon."

Is this the precursor to a delay? Or just some automated messages? Can someone in PN check my account to see if there is any change in status from OR?

Thanks

Re: FTTP order and message from OR

bmc — Mon, 18 May 2026 11:42:22 GMT

@Lorian

https://www.plus.net/wizard/?p=search

It may be OR are just busy so haven't been able to confirm a new date.

Brian

Re: FTTP order and message from OR

Lorian — Mon, 18 May 2026 11:59:36 GMT

Nothing in the last few days

Re: FTTP order and message from OR

pvmb — Mon, 18 May 2026 12:32:41 GMT

@Lorian wrote:
Hi I have an FTTP order with Thursday as the install date. My openreach record did show KCI2 Assure with
But today I got this text from openreach:
"Full Fibre is in high demand in your area. Our engineers are working to get your property ready. We'll keep you posted and confirm your appointment date soon."

Is this the precursor to a delay?

Yes - if my experience is anything to go by. It could be weeks...😑

Re: FTTP order and message from OR

bmc — Mon, 18 May 2026 13:19:54 GMT

@Lorian

Try replying to the last Question" on your Members page. Ask if PN have a confirmed date for the FF install as you've received a text from OR implying it's been changed.

Brian

Re: FTTP order and message from OR

bmc — Mon, 18 May 2026 13:48:59 GMT

@Lorian

My grey matter has kicked in!!!

Were you given a confirmed date or the provisional date given when you order? If the latter then you're now waiting for a confirmed date.

Brian

Re: FTTP order and message from OR

Lorian — Mon, 18 May 2026 13:53:48 GMT

Date hasn't changed since notified shortly after originally ordered. I have had and email/ ticket saying my phone service is "moving" to another provider on Thursday (it's not moving it ceasing).

Re: FTTP order and message from OR

MisterW — Mon, 18 May 2026 14:14:53 GMT

On Friday it changed to a 1 Stage install. I presume some came took a look.

I hope I'm wrong, but If the orginal install process was 'KCI2 Assure' then Openreach would not have given a 'confirmed' install date when ordered. Any date given could well have been the survey date, after which they would normally give a date for any work required and after that was completed , a confirmed install. It sounds like the survey decided no work was actually required and that the process to provide a confirmed date would proceed. Except that they have a backlog in the area and so there may be a delay in giving a date.

Re: FTTP order and message from OR

Gandalf — Mon, 18 May 2026 15:04:38 GMT

I've had a quick look and the only update we've received from Openreach so far tells us that an engineer needs to assess the external work required before they can commit to an installation date.

Judging by when the note was added, we should have a further update by the end of the week.

Re: FTTP order and message from OR

Lorian — Mon, 18 May 2026 15:32:13 GMT

Well the current install date is this Thursday, so I guess we will see.

Re: FTTP order and message from OR

MisterW — Mon, 18 May 2026 15:35:26 GMT

Well the current install date is this Thursday,

In the message/email specifying that date , did it say 'we expect to install on...' or 'your installation is confirmed for...' ?

Re: FTTP order and message from OR

Lorian — Mon, 18 May 2026 16:08:01 GMT

Expected. But I've had no other update from PN since except to tell me my phone service is ending on Thursday.

I won't be booking a day off just yet, but will need to soon.

Re: FTTP order and message from OR

MisterW — Mon, 18 May 2026 16:14:14 GMT

Expected. But I've had no other update from PN since except to tell me my phone service is ending on Thursday.

That's a provisional date then. I really dont understand why you should be being told the phone service is ending on a 'provisional' date ?

Maybe @Gandalf could explain that message

Re: FTTP order and message from OR

Lorian — Mon, 18 May 2026 16:17:52 GMT

Well it's slight more puzzling as the message actually says "We're sorry to hear you're moving your landline service.

Another service provider has told us that you want to move your phone away from Plusnet.

Your Phone service is scheduled to transfer automatically on 21st May 2026. This means that on this date, your phone services will be taken over by your new provider and you won't need to contact us to cancel your service with us."

I will be transferring it but PN don't know that I'll be doing after the fibre is installed and have taken no actions towards doing it.

Re: FTTP order and message from OR

MisterW — Mon, 18 May 2026 16:24:41 GMT

Some of these messages are really badly worded!!

It seems to be assuming that the only way the phone is being ceased is because another supplier has requested it , wrong!

Re: FTTP order and message from OR

bmc — Mon, 18 May 2026 16:32:41 GMT

@Lorian

Unless @Gandalf replies by early tomorrow you're going to have to phone PN and confirm that your phone service is NOT moving and that you've ordered FTTP.

If it transfers "automatically" on the 21st (this Thursday) then your account will be closed and your FTTP order cancelled.

Brian

Re: FTTP order and message from OR

Gandalf — Mon, 18 May 2026 16:37:36 GMT

Don’t worry, I think it’s just how the cease order on the landline service is seen in the systems that a leaving notification can be triggered, but it shouldn’t cause any issues though (except some confusion… I’ll flag).

Re: FTTP order and message from OR

Lorian — Mon, 18 May 2026 16:39:32 GMT

Well I'm hoping now my status is 1stage install OR will update PN and all ducks are in a row, and confirm 21st.

Re: FTTP order and message from OR

Lorian — Mon, 18 May 2026 19:15:06 GMT

I notice a ticket more than 7 days old that says

Service Notification
12:28am, Friday 8 May 2026
An update report has been received for this account.
The broadband order is being processed by the supplier.
The activation will complete by midnight on 21/05/2026.

Re: FTTP order and message from OR

Gandalf — Mon, 18 May 2026 20:38:29 GMT

Yeah that’s only an internal notification which is generated when an order reaches a state of ‘acknowledged’ (KCI1) in the supplier systems, basically it’s accepted but not yet ‘committed’ to an installation date (KCI2).