Fault in new build property

[#1]

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.

[#2]

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!

[#3]

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 ? 

[#4]

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

[#5]

@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.

[#6]

@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.

[#7]

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

[#8]

@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.

[#9]

@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

[#10]

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?

[#11]

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@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.

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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?

[#12]

@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 !!!!

[#13]

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.

[#14]

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:

1. Look into my order and reply here with the current official status/notes from Openreach?
2. Provide me with a specific Fault Reference Number or Ticket ID that I can pass on to my developer?
3. 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,

[#15]

Moderators Note

Two topics on the same subject have been merged.