topic Re: Help with formal escalation - fibre upgrade order in My Order

Help with formal escalation - fibre upgrade order

Sync_Ray — Thu, 16 Jul 2026 13:37:51 GMT

I'm looking for help with a formal escalation please.

My fibre upgrade appears to be going nowhere. Openreach failed to turn up for two appointments while a Kelly Group engineer who did attend said he couldn't do the work because it was dependent on Openreach. I called Plusnet Customer Services on 10 July and was told it was being escalated, then chased 14 July. I was told a formal escalation was raised and to expect an update within 48hrs but have heard nothing since.

Happy to provide an escalation reference by private message.

Many thanks.

Re: Help with formal escalation - fibre upgrade order

Townman — Thu, 16 Jul 2026 13:41:10 GMT

Have you checked your PN Ticket history for the order? See the link below.

Tickets on accounts sometimes provide much more detail than that included in emails.

Re: Help with formal escalation - fibre upgrade order

Sync_Ray — Thu, 16 Jul 2026 13:46:54 GMT

Thank you Townman. I didn't know about PN Ticket history. Having checked it, there's no meaningful information.

This was the last message from the automated script pool 12:32pm, Tuesday 14 Jul 2026:

There's been a problem progressing your broadband order.
We'll get some more information on the problem and update this ticket with details as soon as we have them.

[internal note]
Check status in Install Diary and progress.

Re: Help with formal escalation - fibre upgrade order

Townman — Thu, 16 Jul 2026 13:50:13 GMT

Probably best to call support and ask to be transferred to a provisioning specialist.

Re: Help with formal escalation - fibre upgrade order

Sync_Ray — Thu, 16 Jul 2026 13:58:18 GMT

Thanks Townman. I have called Plusnet Support several times now (five at the last count) but I didn't know that speaking to a provisioning specialist was an option. I was always assured the right people were on the case.

I will try that.

Re: Help with formal escalation - fibre upgrade order

Townman — Thu, 16 Jul 2026 14:14:55 GMT

There is a specialist provisioning team - getting through to them might be a delicate matter, but it is worth an ask. You should certainly make the point that you have waited long enough for the standard process to deliver a result and ask if a formal complaint, albeit cumbersome for all, is the only way to get the right focus on addressing the installation issues.

There is every chance that BT Openreach have not kept Plusnet updated (an all too common failure) and ask if Plusnet are able to instigate BT Openreach escalation processes (yet).

Note that BT Openreach dictate to ISPs when they can / cannot instigate escalation processes ... which is why customer initiated DSO escalation direct with the CEO of BT Openreach is helpful. Neither the ISP nor Openreach can inhibit that action. Indeed many years ago, Plusnet expressed appreciation to me for such action as that circumvented all of the blockages they were encountering in the BAU BTOR B2B interface. Sometimes BTOR forget that there is a real world out here!

Re: Help with formal escalation - fibre upgrade order

Sync_Ray — Thu, 16 Jul 2026 14:39:19 GMT

Thanks Townman.

I tried! I did manage to speak with an Support Agent who seemed to know a lot more about what has been happening behind the scenes and booked a fourth appointment. I am sure you are right... Openreach may not be the ideal partner.

I am raising three formal complaints.

The first will go to Plusnet asking them to review their customer communications.

The second will be addressed to Openreach's recently appointed CEO, Katie Milligan, describing a supply chain in which contractors, wholesalers and retailers have collectively lost sight of the customer.

The third will be to Ofcom, explaining the systemic issues I have experienced first hand and urging regulatory reform.

Thanks again.