Absolutely baffled by upgrade to fibre

[#1]

Yesterday I called plusnet to upgrade my package to FTTP as we were on an old copper connection due to some address confusion with a new property which all went swimmingly. I was advised that the fibre upgrade would be done within the week as the property already has a fibre line and the only issue is the ONT was taken by the previous tenant and the green optical cable is in situ within the property.

Only to wake up today that its going to take a month for openreach to come out to literally screw a box into a wall and plug the cable in, absolutely beggars belief but at least we still have the FTTC connection in the mean time.

[#2]

@jackgkeenan  Sounds typical for Openreach, they are unable to detect the ONT and probably assume that there is no fibre installed. I had a frustrating delay on my upgrade to full fibre, ordered on 26th March and installed on 4th July. Problem was a blocked duct in the pavement. Despite arranging permissions to dig on several dates, no one turned up to do the repair. Eventually I used the ultimate option and emailed the Openreach CEO, resulting in the high level complaints team sorting it out.

It could be worth asking Plusnet to try and convince Openreach that you have fibre installed already, and ask for the order to be escalated if no satisfactory response is received.

[#3]

@jackgkeenan 

When you place an order for FTTP OR run a check on the ONT if one exists. If it's not found it throws the system into a wobble.

I would phone PN and see if they can do anything.

Brian

[#4]

@jackgkeenan 

I was advised that the fibre upgrade would be done within the week as the property already has a fibre line and the only issue is the ONT was taken by the previous tenant and the green optical cable is in situ within the property.

Because the Openreach systems believe an ONT is already installed, then the order is initially placed as a 'remote activation' i.e no engineer visit is necessary 

Only to wake up today that its going to take a month for openreach to come out to literally screw a box into a wall and plug the cable in, absolutely beggars belief but at least we still have the FTTC connection in the mean time.

As @bmc says , the system checks that the ONT is active and if not, then the remote activation is cancelled and an engineer visit is scheduled, the timescale for which will depend on availability in your area. Every ONT has a unique serial no and must be registered against the connection on which it is used. So an engineer must attend to deliver the ONT and they will then inform the Openreach system of the serial number of the ONT they have now installed. BT wholesale will then configure your connection to that ONT.