Cancellation of upgrade, due to Openreach 'Third Party' excuse...

[#1]

jab1

From what the Landlord told me, they have a long standing agreement with Openreach on the provision of ...standard installations... of broadband in 90% of their housing stock. The 'Landlord' is a large, well known and respected property owner in social and aged welfare housing, in the North West, and so have had more than enough dealings with 'Openreach' and probably every ISP going..

[#2]

@Railman1 

In that case, I can only assume that PN and/or OR have got their knickers elastic in a twist. Maybe an email to the Openreach CEO will untwist it. 

[#3]

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@jab1 wrote:

Maybe an email to the Openreach CEO will untwist it. 

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From here - https://community.plus.net/t5/My-Order/PN-and-OR-going-around-in-circles/m-p/2019588#M33997 

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@Musicegbdf wrote:

Well I sent the email. I got a response within 15 mins from him direct ! Very impressed. He has passed it on to the head of east of England region to make contact . So fingers crossed

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@Railman1  it might be worth sending 'Musicgbdf' a 'Private Message' to ask for the Openreach CEO's email address ?

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[#4]

 This should save a PM.

[#5]

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@Railman1 wrote:

From what the Landlord told me, they have a long standing agreement with Openreach on the provision of ...standard installations... of broadband in 90% of their housing stock. 

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My assumption would be that the problem is more than likely being caused by your landlord failing to reply to OR.

The question that comes to mind is whether your property is one of the 10% of housing stock not included in the existing agreement, or whether the link has not been made in the OR records between a group agreement and your specific address.

You can't blame Plusnet if OR has sent a message to your landlord who has failed to respond because of an existing agreement that might or might not apply to your property. I don't see it as being Plusnet's job to obtain details of yout landlord and do the chasing for you.

Have you seen this form? If you haven't got a reference number then try completing it and sending to Plusnet along with your landlord's permission form.  https://www.openreach.com/forms/apartment-wayleave-form

[Baldrick1]

Baldrick1

I can blame Plusnet AND Openreach, and do. They are both are openly advertising that Full Fibre broadband is available NOW at my address, when it ISN'T!

Plusnet are my internet provider...SO PROVIDE WHAT YOU ADVERTISE!.

[#7]

Easiest option is see out your current contract & then if possible go with a supplier that doesn't use the Openreach network.

That's exactly what I'm doing after being messed around by Openreach earlier this year. 

[#8]

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@PowerLee wrote:

...  if possible go with a supplier that doesn't use the Openreach network.

@Railman1  -

Is the  CityFibre  network available to you ?,

- if it is then you could get that via  Zen (at lower cost than the equivalent Openreach FTTP).

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[Baldrick1]

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@Railman1 wrote:

Baldrick1

I can blame Plusnet AND Openreach, and do. They are both are openly advertising that Full Fibre broadband is available NOW at my address, when it ISN'T!

Plusnet are my internet provider...SO PROVIDE WHAT YOU ADVERTISE!.

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@Railman1 For the most part we are all customers here and do not work for PlusNet.

Those that do work for PlusNet are few in number on this forum.

We can only offer you suggestions/advice as customers ourselves so please stop with the aggressive and rude responses, if you don't then you may find any help offered less forth coming.


Even if the people replying were staffers being polite and respectful costs nothing.

And for the record you have a number of knowledgeable people already replying to this thread, keeping them onside would be a good idea.

[#10]

@Railman1 -

I think you are perfectly entitled to express your frustrations here, when faced with an impossible conundrum, being completely ignored by staff, other users misreading what you have clearly expressed. [-Censored-]

You keep on posting as you were, otherwise we're not going to make any progress.

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@Railman1 wrote:

I've got 5 months left on my contract ... ... ZEN BROADBAND IS LOOKING AWFULLY INVITING for my next ISP.

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@Railman1 

Just a thought.

So you've got 5 months remaining on your contract.

If you stopped this Plusnet upgrade to FTTP now,  and instead independently ordered FTTP from Zen

then it would take maybe a month for Zen to get FTTP installed (in addition to your existing Plusnet connection).

leaving you with 4 months of Plusnet contract, to pay off.

If you look at the example of calculating Early Termination Fees shown here - Plusnet early termination charges 

your situation is similar to the worked example

so instead of the expectation that you'd be paying exit fees of  5 * £monthly-charge,

you might end up at nearer 2 * £monthly-charge

I'm sure if you asked Plusnet support for your estimated exit fees for (say) 4 months, they'd give you exact figures.

Paying off Plusnet maybe £40 to leave early, knowing that you already have working Zen FTTP, is probably worth the small financial hit, in exchange for a fresh start with Zen who appear to value their customers better than Plusnet.

I'm sure that one of the other contributors to this topic, who is a Zen customer, would recommend them,

and I would have no hesitation in recommending Zen to friends and family.

Moderator's note by Mike (Mav): Insult(s) removed as per Forum rules.

[#11]

There is a big difference between voicing ones frustrations and being rude and aggressive

[#12]

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@Railman1 wrote:

I can blame Plusnet AND Openreach, and do. They are both are openly advertising that Full Fibre broadband is available NOW at my address, when it ISN'T!

Plusnet are my internet provider...SO PROVIDE WHAT YOU ADVERTISE!.

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Full Fibre is available at your address as advertised. What's delaying the installation is either legal problems and / or the OpenReach systems.

PlusNet buy their connections via BT Wholesale who are contracted to sell the OpenReach product. They have no control over the actual installation.

Brian

[#13]

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@outcast wrote:

... I would have no hesitation in recommending Zen to friends and family

@Railman1 

Also consider -

• Aquiss
• iDNET
• A&A

[outcast]

outcast

Was with them years ago when they first started, never had one single problem, and from what a hear, these days they have only improved.

Update to original post: Have now e-mailed local council, landlord, yet again, and CEO at openreach ..now to sit back and wait.

I read a post on the BT community site, whilst researching this mysterious 'third party' excuse, and it seems that person was due some small compensation for being kept 'on hold' for so long... according to Ofcom that is....🤔🤔🤔  

[jab1 · Accepted solution]

jab1

E-mail to the Openreach  CEO seems to have started the ball rolling.

Openreach Executive Team now on the case...and SURPRISE!, SURPRISE!....Plusnet have suddenly taken my 'question' OFF HOLD and their....'Support Team'...will be in touch.