Connection to FFTP - engineer visit doesn't seem to have happened

[#1]

Good morning - we moved to a new address and registered with Plusnet who informed us our flat was not connected to FFTP but has FFTC and they could not sell us FFTC as FFTP is available on our road. So, Openreach engineer visit was scheduled for 16th Sept. We all waited in, no one buzzed, highly suspect no one came. No comms from Plusnet - we now have no idea what is going on yet we have paid upfront for the first month and no internet. We are students so this is really bad for us to not have internet! Unfortunately we can't ring during their customer service hours due to uni/work commitments and there does not seem to be email contact.

Has this happened to anyone else?

[#2]

@Kit2 check if there are any questions(tickets) on your account . Login to your Plusnet account at www.plus.net/login and then go to https://www.plus.net/wizard/?p=search . If there are no 'open' questions then use the drop down menu to select 'closed questions in the last 7 (or even 30)  days' and look to see if any give more information as to the status of your install

[#3]

@Kit2 

Although you have paid "a month upfront" your billing period doesn't actually start until the service goes live.

Use the Address version of the following Checker and post a screen image (as an attachment using the paper clip below the reply box). Remember to hide your personal details.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Of particular interest is the narrative below the results window. We can advise further once we see the image.

Brian

[#4]

Thank you @MisterW 

I have checked and it says there is a delay to my order - written by a Plusnet customer service advisor. It says they are waiting for an update from the supplier - I assume Openreach - and they are expecting a response by 18th October?! No where does it say the Openreach appt was cancelled. We just want internet sorted and can't understand what the problem is.

[#5]

@Kit2 as @bmc said , a view of the availability checker results may be useful.

In general though, flats ( MDUs - Multiple dwelling units ) can be a little tricky for FTTP installs. Openreach sometimes need permission to work (PTW) from the landlord and/or access to any common comms cabinets in the building which can delay installs while they get such permissions. 

[#6]

Thank you  @bmc 

This is what came up:

[#7]

@bmc there you go, I've approved the image, I'll leave it to you to explain...

[#8]

@Kit2 

Thanks for the information.

Given that the Exchange is not a Fibre Priority you should have been able to place a SOGEA (non phone) FTTC order. If you were advised only FTTP was available you could complain if you so wish. Having said that, FTTP is the better service.

Looking to the right of WBC FTTP  you'll see "KCI2" - this means a survey is required.

If you look at the first line of the narrative which begins "Our records show" then you'll see an explanation of external works required. It doesn't say so, but they may also need landlords permission to do so unless it's already been agreed. All of this takes time.

Brian

[#9]

Thank you so much Brian - this is really valuable info. I am going to complain to Plusnet and hopefully be able to order FFTC - FFTP may be better but we are desperate for a connection ASAP.

[#10]

@Kit2 

From the results you should get a good FTTC speed of over 70Mb down.

Phone the PlusNet Customer Options Team on 0800 013 2632 to get your FTTP order cancelled and replaced with an FTTC one. Tell them how unhappy you are with the advice originally given,

Once you're up and running you can then re-order FTTP if you wish the higher speeds.

Brian