No FTTP and there never will be

[#1]

When the fibre infrastructure was being laid down in my area, my house was missed. I flagged this via a ticket with openreach. They kept telling me they would give a date when they would be back, did nothing for a couple of years, and then closed the ticket, telling me to contact my provider (plusnet).

At the moment, the ISP's are only interested in selling fibre if the infrastructure is in place. 

So my question is, what is the mechanism for contacting plusnet about FTTP so that they get/cajole openreach to do what they should have done 5 years ago ?

[#2]

Moderator's note(s):

Post split from https://community.plus.net/t5/Broadband/No-FTTP-and-there-never-will-be/m-p/2030396#M373926 to Everything Else and title changed.

[#3]

@johnh3 

But did they 'miss your house'?

There are two reasons why this can happen:

!. Full Fibre is not yet available to your property, either by design or accidental omission.

2. There is a mismatch between the address recorded in the BT records against which your current service is supplied, and the latest Openreach records. This can result in double entries in the https://www.broadbandchecker.btwholesale.com/ database. This is by far the most likely cause if Openreach have advised that Full Fibre is available at your property.

Whilst asking Plusnet to do an ORDI check should resolve this, you can be pro-active and do some checks yourself by following the following steps:

Using  https://www.findmyaddress.co.uk/search. make a general search of your locality seeking the correct house name/number disregarding the rest of the address.

If this doesn’t work try entering the street/road name and look down the list of properties. Alternatively, try the post code. It’s a case or running to earth where the mismatch lies. The database will work off minimal information. I have found that by entering the name of our village it lists every property!

Once you find a likely match click on it and a map will appear showing the exact location of the property, the address recorded by Ordnance Survey and most importantly the UPRN. This is the data used by Openreach, not the address on your Plusnet account.

Armed with this knowledge return to https://www.broadbandchecker.btwholesale.com/ and enter the UPRN. See if this tells you if Openreach has made provision to your property.

I have had experience of this getting results where a promised ORDI search received no response. To get the problem resolved the upgrade was put through as a ‘change of address’ with Full Fibre to be provided at the new property.

[#4]

Many thanks for the info, I've found out more in 5 mins that i learned in 5 years. I'll make this my last comment as I am diverging from the original thread.

The UPRN check revealed  "FTTP not available". However, my address had an associated cabinet where "FTTP on demand" was available. This could be interpreted in both good and bad ways so i'll likely approach plusnet sales armed with this info. 

why missed? Its a long story involving an neighbour who was trying to sell their property at the time. Too be fair, they were acting rationally given their situation, but its caused a whole heap of inconvenience.

[#5]

@johnh3 

Presumably this was your neighbour refusing to give wayleave for the installation to cross their property?. Before going any further I would advise you to check with the neighbour to see if they will now allow the installation to go ahead.

[#6]

If BT are already serving the property they should already have a way-leave.  Sometimes there’s a simple answer - a gap in BTOR’s database.

Where close neighbours can get FTTP, Plusnet can instigate a database check - just call COTS.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Call this number 0800 432 0080 and press 2 and it takes you straight to a Sales/COT advisor. You get two simple options of 'are you an existing member' or 'are you new'.

Open

• 8am - 8pm Monday to Friday
• 9am - 7pm Saturday
• 9am - 6pm Sunday

[#7]

@Townman 

Our old copper connection is via direct burial, so a duct needed to be installed for the fibre. OR required me to sign a new wayleave before they would trench in the duct.