Fibre

[#1]

What bothers me most is the letter I received from Plusnet titled:
Alternative dispute resolution letter.
This means, Plusnet has given up on trying to find a solution but counts on me to escalate the problem to Ofcom. That questions 'do I really want to be with a company that is incapable to provide what they sell.
The letter states about compensation bla bla as if that is the answer.

[#2]

It somewhat infers that Plusnet is in deadlock with its supplier.

Ofcom has created an unholy alliance allowing the BT group to be both retailer and wholesaler.  An independent retail ISP would have no qualms about taking non-delivery from Openreach to wherever.

End user complaints direct to BTOR CEO seems to be highly effective.  The Ombudsman might deal with the “dispute” but not solve the issue.

[#3]

@DDB 

My suggestion would be to follow the advice which @Townman has proffered several times, i.e. an email to the CEOs of BT and BTOR.  If you search the forum you'll find numerous occasions where this has solved problems such as yours, and usually very quickly.  When I took that route for a friend several years ago I got a reply within a day or two and a few days later FTTP was miraculously available, even though a week or so later someone turned up to install an additional CBT on a pole closer to their home rather than the one hosting their copper DP (even though it already had a CBT of its own).

Edit: text within parentheses added

[#4]

I have now written to the CEO of BTOR incl. A copy of the Plusnet letter to take my case to Ofcom.
This still baffles me as surely their inability to fix things is rather alarming. IE do I really want to be with a company that is so poorly equipped. Still, let's wait for the CEO.
Thanks to all of you..

[#5]

Sadly it’s not so much a company which is so ill equipped to deal with the matter, but rather a supplier which presents barriers to being held accountable for their failure to supply.  BTOR is not disposed to admitting to their mistakes and they determine the escalation routes available to their customers.

Within the BT group, Plusnet calling that out would be like ratting on your brother to the police.  The deadlock letter is though most strange.

[#6]

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@Townman wrote:

Within the BT group, Plusnet calling that out would be like ratting on your brother to the police.  The deadlock letter is though most strange.

---

Equally OFCOM have made it very clear that they do not want BT group retail ISP's getting any preferential treatment from BT Wholesale / OpenReach.

I suspect that it is as much fear of being seen 'asking favours' that prevents PlusNet being as proactive as a retail ISP should be on behalf of its' customers.

That needs a complaint ABOUT OfCOM ........ oops

[#7]

Just (16:00) received a txt message:

Your broadband order has been delayed. For details, please call 0345 140 0200 or visit www.plus.net/help

Pew, finally 🤔

[#8]

@DDB is there any more information on a ticket on your account ?

[#9]

Low and behold, just received a message from OR that full fibre will be installed on 1 July. The engineer will drill a small hole etc etc, I guess all generic stuff.
I am not going to tell them that all the work is already done, it would only further confuse the case.
I just wonder if this is the result of the letter to the BTOR CEO, I guess it is, happy days.

[#10]

Just when I thought it's all going peachy.
Email from Plusnet at 18:50
The engineer appointment to activate your broadband service is confirmed for 31/03/2025. The engineer should arrive between 08:00 - 13:00.

[#11]

Was that the date of the original appointment by any chance ? I suspect that someone in Openreach has manually forced confirmation of the original order and thats triggered  automated systems to spit out the email. At least it means that something is happening...

[#12]

I guess you are right considering that I signed up on 12/03/25. Hence 31/03/25 would be feasible? I just wait for OR on the 1st July as it is confirmed.

[#13]

Thing are moving on as I received a call: is just hope that this will not start this drama all over again, I've seen level 2 escalation now 4 or more times.

"Thank you for your time on the phone today.
As discussed I have raised a level 2 escalation to advise them the work has been completed on 22/05/25 so why is this still delayed. I will monitor this for an update and I will be back in contact"
Please accept my apologies for the delays and inconvenience caused.

[#14]

A follow up call today, allegedly, OR done a line test that failed. Not sure what that means but I guess a snag somewhere, anywhere. The pon still happily blinks.

[#15]

The OR appointment for 1July has been cancelled as OR now discovered that they actually did the works 5 weeks ago. Not that it is working of course 😔 I honestly would think that on completion the line would be checked before packing the bags. But no, obvious not.
So yet another apology and further delays.
I don't blame anyone as this is clearly embarrassing for all involved and without directions, a yo-yo going up and down.