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There's a delay with my order. What may have caused this?

There's a delay with my order. What may have caused this?

There's a delay with my order. What may have caused this?

We can appreciate that delays are frustrating and being left without services is not an ideal situation, however, please bear in mind that we will be doing all we can to get your services installed for you. We understand that there may be times when a delay is ongoing for quite some time and it causes you to want to cancel and go with another provider. As much as we understand this, it’s worth mentioning that if you switch to another provider who also depend on Openreach it’s likely that you’ll encounter the same delay with them.
If you’ve had an engineer attend but they couldn’t complete the work please see this link: http://community.plus.net/library/provisioning/the-engineer-turned-up-but-couldnt-complete-the-work-...
The most common types of delays that we see are:

  • Dig work – Routing, Cabling and Ducting
  • New poles required
  • Capacity
  • Local council permission required for traffic management

If you are moving into a newly built property please bear in mind that these delays may be likely to apply to your order as Openreach may need to carry out the work from scratch.
Dig work
When underground dig work is required this can cause a delay as it may require various engineers to attend to complete the work. Dig work can be required for both phone line installations and Fibre installations. This will involve multi-skilled engineer(s) who are able to carry out work underground. If this delay applies to your order then we’ll monitor for regular updates from Openreach and we’ll keep you up to date with any information.
Routing
Openreach will arrange for the routing team to attend your area and map out the best way to route the new line to your property. This can take some time as it can require various visits by engineers to ascertain the information they require to map the area correctly to find any barriers underground and above ground that may stop a line from being laid.
Cabling
Once the routing work is complete Openreach then need to assign the relevant team who deal with cabling. Cabling may be required to be laid from scratch or there may be damage to existing cabling that will need to be fixed before we can provide you with a working service. There can be delays with this as it may require various engineer visits to complete the work and the work can be rather complex as this requires engineers to carry out underground work.
Ducting
Once the cabling work has been completed the ducting work needs to be completed. The ducting needs to be carried out by specific engineers and this work is required to be done to protect the cabling underground. Without this work being completed we can’t get an engineer assigned to complete the line installation.
New poles required
New pole(s) may be required for various reasons- your property may be located too far away from the current pole, the current pole may not have any spare connections (see below), the current pole is decaying and needs to be replaced. If this is the case then we’ll be informed by Openreach and they will need to erect a new pole for your line.
The extra work delays can mean that excess charges may be applicable. We cover up to £200 (incl.VAT) of excess charges for work to be carried out by Openreach, however, if we’re quoted more than this then this cost would be passed on to you, the customer. If this is the case we’d inform you of this once we receive the quote from Openreach and it is then up to you if you wish to pay and proceed or cancel your order.
Capacity
This delay arises when we’re unable to provide you with a service until there is more capacity (space) created in your local Exchange and/or cabinet. There are times when we won’t be informed that this is an issue until the engineer attends on the day to connect your services and then realises that there isn’t any space and reports this back to Openreach. When this happens we will then liaise with Openreach to find a resolution for this and keep you informed as often as possible.
Local council permission required for traffic management
Depending on the external work that is required we may find that Openreach need to close roads near your property to complete the work. If this is the case then they may need to contact your local council for permission as they may need to arrange for temporary traffic diversion. This can sometimes cause a lengthy delay as this is heavily dependent on your local council responding to Openreach and all the arrangements being made successfully.
 If any of the above doesn't apply to your order and/or you require further information please give our Support Team a call on 0800 432 0200 (from a landline) or 0345 120 0200 (from a mobile).
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