topic Re: Order cancelled by openreach in My Order

Order cancelled by openreach

pasc — Mon, 01 Jun 2026 13:55:29 GMT

I moved 2 weeks ago and I am still without broadband. I placed my order with PlusNet well ahead of the move to make sure I would be connected as soon as I moved in. The order is being by openreach due to reason "address not copper served", which is false as the previous occupants were with plusnet. I have the feeling plusnet doesnt do much to help: they place an order with openreach, it gets rejected, they put everything on hold for 3-4 days, then repeat. I cannot see how this will be solved if nobody put some pressure on openreach 😞

In your experience, would I be more lucky if I try BT? Surely they have more power to get openreach to actually do something to solve this (non-existing) issue?

I am WFH and this is getting very problematic.

Re: Order cancelled by openreach

jab1 — Mon, 01 Jun 2026 14:01:50 GMT

@pasc Please post the full result off this link: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome , including the narrative below the matrix, but obscuring your address as an attachment to your reply.

it would make no difference if you asked BT.

Re: Order cancelled by openreach

markhawkin — Mon, 01 Jun 2026 14:05:23 GMT

BT have no more leverage over Openreach than Plusnet (both BT owned companies).

It sounds to me like an address issue (one location, mutiple addresses on the system).

Try your address in the BT checker and see if you get multiple entries

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Re: Order cancelled by openreach

pasc — Mon, 01 Jun 2026 14:06:31 GMT

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability	WBC SOGEA Availability
Featured Products	High	Low	High	Low
VDSL Range A (Clean)	73.4	51.1	17.9	11.2	44.3	Available	Available
VDSL Range B (Impacted)	71.7	48.1	17.5	10.2	40	Available	Available

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability	Availability Date	FTTP Install Process
WBC FTTP	Up to 1000	Up to 220	--	Planned	--	--

Other Offerings	Availability Date
VDSL Multicast	Available

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	Y
SOADSL Restriction	N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Feed with no anticipated issues.

FTTP is in Planned status. An order may be placed which will be processed when the network is ready.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

Re: Order cancelled by openreach

jab1 — Mon, 01 Jun 2026 14:12:09 GMT

i would go back to PN and ask them to request an ORDI check - that clearly shows your address can get either FTTC, or FTTP (in the near future).

Re: Order cancelled by openreach

jab1 — Mon, 01 Jun 2026 14:17:04 GMT

@Gandalf - Another one for your magical powers?

Re: Order cancelled by openreach

Dan_the_Van — Mon, 01 Jun 2026 14:32:46 GMT

I'm sort of wondering what Availability "PLANNED" means

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability	Availability Date	FTTP Install Process
WBC FTTP	Up to 1000	Up to 220	--	Planned	--	--

FTTP is in Planned status. An order may be placed which will be processed when the network is ready.

Re: Order cancelled by openreach

MisterW — Mon, 01 Jun 2026 14:37:15 GMT

There's something else not quite right with that availability ...it shows FTTC 'available' , it isnt ! It would normally show 'Exception' ?

Re: Order cancelled by openreach

jab1 — Mon, 01 Jun 2026 14:38:18 GMT

Looking at that data, @Dan_the_Van , I would hazard a guess that FTTP installation plans are well advanced - they (OR), have obviously carried out some checks - note the comments re UG feed, no anticipated problems.

Re: Order cancelled by openreach

jab1 — Mon, 01 Jun 2026 14:40:14 GMT

If it is not a FTTP Priority area, @MisterW ?

Re: Order cancelled by openreach

MisterW — Mon, 01 Jun 2026 14:44:44 GMT

@jab1 irrelevant, its subject to WLR withdrawal. SoGEA is available but FTTC cant be as it includes WLR

Re: Order cancelled by openreach

jab1 — Mon, 01 Jun 2026 14:47:39 GMT

~~But FTTP is not available - yet - so what does the customer do - use wet string~~ 😁 , @MisterW

EDIT - sorry, I missed that glaring error

Re: Order cancelled by openreach

MisterW — Mon, 01 Jun 2026 14:48:27 GMT

Removed

Re: Order cancelled by openreach

pasc — Mon, 01 Jun 2026 15:01:12 GMT

My order was for fttc, not fttp, so it should have gone through, right?

Re: Order cancelled by openreach

jab1 — Mon, 01 Jun 2026 15:03:20 GMT

@pasc - correct. Let's see if @Gandalf comes up with anything.

Re: Order cancelled by openreach

Spik3y — Mon, 01 Jun 2026 15:06:14 GMT

I'm beginning to suspect openreach contractors are acting like the cheaper postal couriers, and punching in any random option to clear the job from their work sheet. I assume they are under pressure and simply haven't got the man hours to complete all the installs?

Re: Order cancelled by openreach

jab1 — Mon, 01 Jun 2026 15:09:02 GMT

@Spik3y In this case, the 'rejection' came from OR themselves - no sub-contractors involved.

Re: Order cancelled by openreach

Gandalf — Mon, 01 Jun 2026 15:14:07 GMT

It looks like it's a problem with Openreach's records and I can see we've already raised a bridge case to sort it, which is exactly what I would've done.

In previous experience, they are usually quick at fixing this type of issue, so we should be able to place the order within a few days, but apologies it wasn't raised earlier.

Re: Order cancelled by openreach

jab1 — Mon, 01 Jun 2026 15:15:17 GMT

Thanks for that info, @Gandalf

Re: Order cancelled by openreach

pasc — Mon, 01 Jun 2026 15:22:43 GMT

Thanks @Gandalf 🙂