Fake emails and texts? Or simply confusion?

[#1]

I'm about to upgrade my account to full fibre; most of the external work has been done, awaiting a final visit to get the cable into my house and connected up. I've been given a date for this: Wednesday 31st December.

Yesterday (the 25th) I received two texts: the first, timed at 14:35, told me "Your broadband order has been delayed. For details please call 0345 140 0200 or visit www.plus.net/help"; the second, timed at 16:20, confirmed the installation date as 31/12/2025.

Also on Christmas day I received an email confirming the 31st.  Today, I had another:

Our support team have updated Question 252224896... We are sorry to inform you that we've had a delay in your order as an engineer has visited site and identified that a blockage clearance is required to complete the external work on this job

What the hell is going on?

[#2]

Sounds to me as if your cable duct is blocked (assuming you have one!) and will have to be cleared before the copper line can be pulled out, drawing  your new fibre with it. It's also possible that someone has screwed up and you have an overhead supply so blockage won't be an issue.

If you read this forum you will know that Plusnet like all ISPs is totally in the hands of Openreach with regard to installation works and all they can do is to place requests for the necessary works. Maybe the blockage gremlin is at his work again. I suggest you give them a ring (I know, it's maddening) and ask what is happening.

[#3]

Thanks for your speedy answer. The previous visit by Openreach chaps connected a cable to the fibre run in the road, ran it though an existing BT duct to my front wall, and left a sizeable coil of it waiting (as I was told) to be put into the house, so I assumed everything was ready for the final stage.

It's the contradictory messages that are confusing, particularly given that they appeared so close to each other: I'd simply like to know if something is going to happen on the 31st or not.

Is there a way for me to check on this Question 252224896 they cite? I can't find one.

[#4]

Well. I just rang Plusnet, got straight through with no waiting, and spoke to a really helpful chap who looked into the whole business and told me that the messages about a delay all originated from considerably earlier dates than the ones on which they arrived, and are - quite literally - out of date: the problem mentioned in them was detected and fixed some time ago. The 31st of December is correct for the final installation.

Oh, and the Question... has been answered business is apparently a purely internal Plusnet memo, not intended for customers to see. So why it was included in my email I've no idea.

Our chat ended with this exchange:

ME: Thanks very much for your help, and I'm sorry you're having to work on Boxing Day.
REALLY HELPFUL CHAP: Thank you. So am I.

But I'm very grateful that he was.