topic Re: Fault in new build property in My Order

Fault in new build property

poppy34747 — Thu, 18 Jun 2026 05:55:46 GMT

Looking to see if anyone has experienced this. I moved in to my new build property a few weeks ago. I have not been able to activate my service as openreach determined there is a fault. They say the cable has snapped somewhere in the house between the outside box and the router cupboard (it’s hidden in the wall) the developer (Bellway) aren’t interested. Openreach say they can run a new line but I have no idea of wait time or cost. I am currently spending £30 a week on a mobile dongle as I work from home. Does anyone have any advice? I do also have a hyperoptic line but this has the same fault.

Re: Fault in new build property

Gel — Thu, 18 Jun 2026 06:15:26 GMT

If BELLWAY sold these houses as provided with BROADBAND connection, you should pursue higher up
with developer. Clearly a snag issue that they must remedy.
Visit https://www.ceoemail.com/index.php, for relevant big wig e mail!

Re: Fault in new build property

MisterW — Thu, 18 Jun 2026 06:32:09 GMT

I have not been able to activate my service as openreach determined there is a fault.

@poppy34747 have you placed an order with Plusnet ? and is this a Full fibre order ? (I guess so as its a new build?)

If so, then the cable up to and including the ONT are Openreach's responsibility. As part of the ordering process, Openreach will do a remote test of the ONT, if this passes they will do a remote activation. If it fails for any reason e.g cable fault, then Openreach will schedule an engineer visit to fix the problem.

NB are you sure the ONT is powered up ?

Re: Fault in new build property

poppy34747 — Thu, 18 Jun 2026 08:15:27 GMT

Just to give the full story (which is in no way plusnets fault) I moved in 3 weeks ago and originally signed up with hyperoptic. The signal was intermittent for the first 2 weeks then failed. They were terrible to get in contact with etc so I cancelled the contract thinking it was their issue. When Openreach came to activate the plusnet service they determined the fault was between the box outside which was tested and is fine and the box inside where the router is plugged in. As the cable is behind the skirting/kitchen cabinets it can’t be fixed. Bellway’s view is that it worked for 2 weeks so isn’t their issue. As I work from home I’m going to have to stay with family as the phone signal is so poor (even with a dongle) that I can’t work properly. I’m looking to understand what options I have to resolve it quickly even if I have to sue the developer for the cost later (preferably not involving ripping out my kitchen). The red LOS light is showing on the openreach box

Re: Fault in new build property

Baldrick1 — Thu, 18 Jun 2026 08:21:31 GMT

@poppy34747

Short of ripping your new house to bits the only other option is to get Openreach to install the ONT in a different location, in the same way as if the builder had not provided the internal fibre.

Re: Fault in new build property

Dan_the_Van — Thu, 18 Jun 2026 08:32:01 GMT

@poppy34747

I would contact the NHBC to see if they can help, the developer has a duty of care for the first two years of owning a new build.

Re: Fault in new build property

poppy34747 — Thu, 18 Jun 2026 08:47:22 GMT

Do I need to ask Plusnet to ask Openreach to do that? Presumably I have to pay whatever the cost is?

Re: Fault in new build property

Baldrick1 — Thu, 18 Jun 2026 10:11:28 GMT

@poppy34747

There are two issues here, that is, the housebuilders responsibility and getting you on line.

Not withstanding the blame issue, how was it left with Openreach? Did they give you contact details so that you could get them back once this was resolved? If not you need to contact Plusnet and arrange for them to arrange for Openreach to return to repair the current fibre, probably by moving the ONT to an accessible location new cabling wise near a power socket, then connecting new fibre between the ONT and the external CSP.

There should be no charge for doing this.

If the ONT is installed in a less convenient location you will need to negotiate redress with the builder.

Re: Fault in new build property

bmc — Thu, 18 Jun 2026 10:55:20 GMT

@poppy34747

Get your lawyer involved. If the fibre optic is built into the house then your builder has supplied a house with problems. Their problems!!!

Brian

Re: Fault in new build property

Baldrick1 — Thu, 18 Jun 2026 11:21:18 GMT

As pointed out earlier, there are two issues.

The question is does @poppy34747 want to spend months in legal arguments and having his new property taken apart and redecorated to replace the existing faulty fibre cable, or take a more pragmatic approach in order to get on line as quickly as possible?

Re: Fault in new build property

Townman — Thu, 18 Jun 2026 11:39:01 GMT

@poppy34747 wrote:
As the cable is behind the skirting/kitchen cabinets it can’t be fixed. Bellway’s view is that it worked for 2 weeks so isn’t their issue.

It might well have worked for a short time, however fibre 'cables' need to be installed with more care than copper wires. Fibres are fragile and are not forgiving of tight bends or other stress points. If the fibre has been run through a pinch point, stress arising for the occupancy / use of the property could have pushed the pinch point to bring about a fracture in the fibre.

There is questionable wisdom in burying an optical fibre into the fabric of the building. With a buried metal conductor, one can use a cable detector to ensure that where you want to place that nail to hang a picture, is nowhere essential infrastructure. Such is not the same for a glass fibre 'cable'. It brings about the consideration of is the installation fit for purpose and environment?

Re: Fault in new build property

Batfrog — Thu, 18 Jun 2026 12:55:49 GMT

@Townman

With a buried metal conductor, one can use a cable detector to ensure that where you want to place that nail to hang a picture

This is true but what about plastic 'Speedpipe' used almost exclusively for plumbing nowadays !! A friend of mine knows to his cost you cant detect where it is hidden in modern new builds or alterations in older homes. Hanging pictures has become something of a game of Russian roulette !!!!

Re: Fault in new build property

RobPN — Thu, 18 Jun 2026 13:38:06 GMT

Detection of plastic water pipes is possible. I have no idea how good they are, but I suspect the prices of capable detectors would be higher than the average DIYer might want to pay.

Delayed Fibre Activation - Faulty Installation (Need Staff/Openreach Liaison)

poppy34747 — Fri, 19 Jun 2026 13:27:43 GMT

Hi everyone,

I am looking for some help from the Plusnet Staff team regarding my delayed broadband activation.

My service cannot be activated because there is a faulty physical fibre installation at my property. My property developer is aware of the issue, but because Openreach manages the infrastructure, my developer needs to coordinate with Openreach to get this fixed.

Since I cannot email Plusnet to loop everyone into a single thread, I am posting here to establish a clear written log.

Could a member of the Plusnet Staff please:

Look into my order and reply here with the current official status/notes from Openreach?
Provide me with a specific Fault Reference Number or Ticket ID that I can pass on to my developer?
Advise on how we can get Openreach to liaise directly with the site developer to resolve the physical fault?

I will make sure my private forum profile is fully updated with my account details so you can find my case.

Thank you,

Re: Delayed Fibre Activation - Faulty Installation (Need Staff/Openreach Liaison)

dvorak — Fri, 19 Jun 2026 14:23:42 GMT

Moderators Note

Two topics on the same subject have been merged.

Re: Delayed Fibre Activation - Faulty Installation (Need Staff/Openreach Liaison)

MisterW — Fri, 19 Jun 2026 15:08:14 GMT

@poppy34747 if your developer has installed the internal fibre then they should be registered with the Openreach Developer Portal. As part of that registration they have a designated FBC

An Openreach Field-Based Coordinator (FBC) acts as the primary point of contact for property developers and site managers. They assist with registering new sites, ordering free network materials, and scheduling fibre/copper infrastructure installations. You can manage your projects and locate your FBC via the Openreach Developer Portal

AFAICS They should be able to contact their FBC and cooperate with Openreach to fix the problem.

Re: Delayed Fibre Activation - Faulty Installation (Need Staff/Openreach Liaison)

Peter_JW — Sat, 20 Jun 2026 14:27:00 GMT

Hi, @poppy34747

The community support team here don't have access to customer accounts or orders, so we're not in a position to be able to answer those questions that you asked.

The best course of action is to continue with our customer support team, either over the phone or through the Member Centre, and also check out the advice @MisterW has shared above, too.

Please continue to keep the thread updated with what happens.

Peter