FTTP order and message from OR

[#1]

@Lorian 

Unless @Gandalf replies by early tomorrow you're going to have to phone PN and confirm that your phone service is NOT moving and that you've ordered FTTP.

If it transfers "automatically"  on the 21st (this Thursday) then your account will be closed and your FTTP order cancelled.

Brian

[#2]

Don’t worry, I think it’s just how the cease order on the landline service is seen in the systems that a leaving notification can be triggered, but it shouldn’t cause any issues though (except some confusion… I’ll flag).

[#3]

Well I'm hoping now my status is 1stage install OR will update PN and all ducks are in a row, and confirm 21st.

[#4]

I notice a ticket more than 7 days old that says

Service Notification
12:28am, Friday 8 May 2026
An update report has been received for this account.
The broadband order is being processed by the supplier.
The activation will complete by midnight on 21/05/2026.

[#5]

Yeah that’s only an internal notification which is generated when an order reaches a state of ‘acknowledged’ (KCI1) in the supplier systems, basically it’s accepted but not yet ‘committed’ to an installation date (KCI2). 

[#6]

Open reach checker says 1 stage now. No longer kci2, presumably that means someone has turned up and checked already.

[#7]

Perhaps, but we've not received KCI2 yet and the order's not committed, so we've not got a confirmed date. 

Note that KCI2 is not the same as KCI2 Assure though. 

[#8]

Definitely said KCI2 Assure when order was placed, switched to 1 Stage (not KCI1) some time late last week.

[#9]

Yeah fair enough, but 1 Stage isn't KCI1 though. Every single order goes through 3 main stages:- KCI1 (Acknowledged), KCI2 (Committed) and KCI3 (Completed). 

Your order's still at KCI1, but once we've received KCI2 we'll be able to confirm the appointment date. 

[#10]

The activation will complete by midnight on 21/05/2026. 

@Gandalf that's really not very good wording , when it actually means an 'estimated' completion !

[#11]

It's an internal note and as far as I'm aware it's not sent to the customer.

[#12]

Well a bit of an update from me. Surprisingly openreach turned up and rodded in the fibre for my neighbour whos order and install dates are a week behind mine.

He said mine might get done tomorrow ready for Thursday, otherwise it will be rodded through in one visit on Thursday.

Neighbour had that same SMS message a couple of hours before he turned up, so it looks like it's just a standard message.

Strange they don't do them in order.

Not quite sure if it's done in 1 visit how Thursday ever gets confirmed?

[#13]

@Lorian 

Well that's good news - there's clearly no problem with the duct so your installation should be straight forward.

Brian

[#14]

Tbf it seems pretty unusual, given that it changed from KCI-Assure to 1 Stage while the order's in-flight as 1 Stage installations generally mean that an appointment is confirmed within 24-48 hours. 

I think either once the external work is done, they'll trigger KCI2 to confirm the appointment date and another engineer will return to install it in your property, or the same engineer will do everything if they can then complete the order (moving it to KCI2>KCI3 in one fell swoop).

Essentially, the former is the standard process, but the latter is quicker and better all round (if possible). 

[#15]

I guess we will find out, I'll make sure I'm home Thursday anyway.