Engineer says installation will be a 'massive job'

[#1]

I'm guessing that's why he has said it was a massive job. I presume this happens a lot when properties are not in line with the pole...

I'd be surprised if the installation engineer knows about that in advance!.

What does the BTwholesale checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome say for your property. Particularly the narraitive below the availability results.

NB If you post the results then redact any personal information such as the actual address

[#2]

Update. The installation didn't happen. The cable to my house and my neighbour's is 'sausaged' which means my connection cannot be changed without affecting the neighbour's. And for some reason they can't put in another line separately. So the engineer has requested a survey which he said shouldn't take long though I do wonder whether it will go ahead in the end. He has put in the internal fittings anyway so he was optimistic!

The consequence is that until it's installed and in order for me to have broadband plusnet advised that I continue with my previous supplier until it's sorted out. Because I'm out of contract this will cost me £43 per month, £14 more than I was paying before.

[#3]

@jelli That is something I've never come across before, and I've been around a long time.

@MisterW  can you explain?

EDIT: @jelli can you post the results from here:https://www.broadbandchecker.btwholesale.com/#/ADSL , if you still have a landline telephone service, or here: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome - if you don't. In either case, obscure any personal details, and please include the narrative at the foot.

[#4]

It's a new one on me! Never heard that term before. The fibre is a new cable so I don't see what the problem is, yes It might have to  go via the neighbour but why that's a problem I've no idea.

The installations are all done by contractors who are paid by the job. My guess is that he just didn't want the hassle and so kicked it back to OR

[#5]

Never heard that term myself either to be honest.

I am in the department that deals with these exact delays and after looking at it all we can realistically do at this stage is await the survey.

Once we have the update from Openreach, hopefully we can shed some light on the cause of this.

@jelli, in regards to your billing, would you like me raise a complaint regarding this so we can revisit that once your services are installed?

Surveys typically get a response within 5 working days, we will update you once that comes through.

And of course let us know if you have any more information, always helps to see what you're being told or seeing.

Thanks,

Lex

[#6]

@LexLex2020 could 'sausaged' mean that there's a single multicore from the pole to the neighbours property and then its split into two lines, one to the neighbour and one to the OP and the join is encased in a weatherproof surround which looks like a sausage ?

That would make it difficult to remove the existing line without affecting the neighbour, but I see no reason why a separate fibre couldn't have been run. Yes it may have needed to be attached at the neighbour but it sounds like that wouldn't have been an issue.

I strongly suspect that the installation contractor wanted a way out as it was 'poets'

[#7]

I was actually looking on maps at the property and it does seems like that is what "sausaging" means.

Hopefully the survey will give us a clear picture on what's needed for these.

Lex

[#8]

@MisterW It is a curious term isn't it? He told me what the sausage was... its a black tube fixed above my neighbour's upstairs window frame that has both lines inside and can't be separated.

As to a separate line, he said something about using the existing line to pull the new line through the copper? which wasn't possible because of the sausage... To manually get the line across would require someone walking across several private gardens and a farmer's field and would definitely be quite a task. This task was done years ago when whosoever put the existing line in and permission had to be sought to make access. I remember it was the highlight of the weekly news in this sleepy village! In this instance, I think the engineer and the 'hoist guy' who came with him decided it was a job for the survey to determine which makes sense.

As to a complaint @LexLex2020 thanks for suggesting that. I'm not sure what plusnet could do. It was funny though when I was speaking on the phone to customer service, the engineer - who was putting in the internal fixings - said to me - 'ask them for a dongle' which I did though was told that BT offer those but not plusnet... and advised the only option was to contact my previous provider. He did say that the plusnet upfront payment I made would not be used until the service was live!!

[#9]

Oh what a silly 'sausage'!

Sounds as though the neighbour's property has a Distribution Point for the copper circuit.  Possibly something like this?

Which part of the span presents the access problem?

• Your property to the neighbour's
• The neighbour's property to the CBT

For either leg (with cooperation with the neighbour) it ought to be practical to drop the circuit at one end then draw the new fibre and a draw string to wherever.  The draw string then being used to drag the copper wire back for reinstatement.

Has all the hallmarks of being a bit too hard and difficult, before departing early on a Friday for an afternoon in the pub.

[#10]

Hi, thanks for your message. The neighbour doesn't have one of those. The pole is out of sight as you can see from the photo  and I guess the line can't go around corners

 

[#11]

Moderators Note

This topic has been moved from Full Fibre to My Order

[#12]

Because I'm out of contract this will cost me £43 per month, £14 more than I was paying before.

but shouldnt the Ofcom Automatic compensation apply ?, so you get £6.10/day from the original install date until its completed

[#13]

... watch out for BTOR claiming waiting for permission to work as criteria for not paying compensation.

[#14]

Thanks for letting me know about that, @MisterW I wasn't made aware of the Ofcom compensation. Do you know where can I find more information please?

[#15]

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay automatic compensation in the following circumstances:

1. Delayed activation of your broadband and/or landline service
2. Delayed repair following a total loss of service
3. Missed appointments

For compensation to be paid (as a credit to your account), you must have a CONFIRMED date for the failed activity. Compensation is credited within 30 days following the resolution of the issue giving rise to the claim.

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no activity after the due date, contact support.

Note: Outages arising from a Major Service Outage (MSO) event need to be processed manually, so you might need to contact support.