Full Fibre offer

[#1]

Looks like a PN mistake with no apology, my member area upgrades and offers has reverted back to where it was before this fiasco, why send a Openreach engineer? I had to book a day of work only to be told it will cost me £900 that’s the first time I knew of any additional costs, today I received an upgrade offer from plusnet which is obviously wrong, should I escalate this to the ombudsman ? thanks to everyone and taking the time out to help me

[#2]

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@Robin6 wrote:

 should I escalate this to the ombudsman ?

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I wouldn't bother with the ombudsman - this appears to be a BT Group marketing foul-up, and the ombudsman will just roll over when BT send their 'apologetic' response in.

[#3]

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@bmc wrote:

@Gandalf 

Thanks for having a look.

Surely it would still show WBC FTTP as available (as the backbone network clearly is) but have a KCI2 marker on it and a note in the narrative below the window.

If you're right then the occupant has no apportunity to change their mind.

Brian

Yeah it’s odd, but tbf I don’t know how Openreach determine when availability should be nil, with excess construction charges, or on demand. It’s possible this just passed a certain threshold to be considered not available.

@Robin6 wrote:

Looks like a PN mistake with no apology, my member area upgrades and offers has reverted back to where it was before this fiasco, why send a Openreach engineer? I had to book a day of work only to be told it will cost me £900 that’s the first time I knew of any additional costs, today I received an upgrade offer from plusnet which is obviously wrong, should I escalate this to the ombudsman ? thanks to everyone and taking the time out to help me

There would previously have been FTTP availability or we could not have placed the order in the first instance. It’s likely the upgrade offer is being sent based on old availability if it changed recently. Let me know if you get it again and I’ll try look into it further, but if not I’d ignore it. 

Also, you can raise a query with Openreach to see if it’s a records issue or if they can provide clarification:- https://www.openreach.com/forms/fibre-broadband-availability---customer-form

[#4]

Probably academic by now, but surely it should be possible to check back on the initial order and see what the situation was then, @Gandalf ?

I'm intrigued to know why the OP was offered FTTP cabling 'attached to wall' - not an option I have ever seen before.

[#5]

"I'm intrigued to know why the OP was offered FTTP cabling 'attached to wall' - not an option I have ever seen before."

My FTTP cable is 'attached to a wall'. Surely this is entirely normal?

[#6]

@Robin6 

Looks like the Checker is definitely saying no to Full Fibre. For now that rules out that line of enquiry.

You could have a look for Open / Closed questions on your PN account and see what messages you were sent. Login into your PN Members page and then use https://www.plus.net/wizard/?p=search

The form linked to be the Wizard appears to be your next line of enquiry. Make it clear you were able to order Full Fibre but were not told in advance there may be ETC's invloved.

Brian

[#7]

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@jab1 wrote:

Probably academic by now, but surely it should be possible to check back on the initial order and see what the situation was then, @Gandalf ?

I'm intrigued to know why the OP was offered FTTP cabling 'attached to wall' - not an option I have ever seen before.

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Just to clarify the front of my drive is all blocked pave with a wall to one side going down the whole length about 33 feet to the other side is concrete post with wooden fence panels, when OR engineer came he said could we run the cabling along the wall I said I would prefer it under the drive he said ok no problem I also said could I have it coming in the other side of the door as it would be better for me he said yes no problem, i asked PN if this made a difference to the pricing she said no it was because of the length of the cable ? Which I don’t understand 

[#8]

I understand what you are saying above, @Robin6 , but my understanding is that the cabling has to be either overhead - if that is the way a copper cable reaches your property, or in the case of UG feeds such as yours, it is fed underground - not left exposed at ground level.

[#9]

Here is the confirmation email I received I’ve looked through them all including one from Openreach none warn me of extra charges. see attachment 

thanks 

[#10]

Interesting, @Robin6 . Still confused as to how the order went through if the service isn't available. Maybe @Gandalf will give us a clue.

Out of interest, did the BTw checker show it as available when you ordered?

[#11]

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@jab1 wrote:

I understand what you are saying above, @Robin6 , but my understanding is that the cabling has to be either overhead - if that is the way a copper cable reaches your property, or in the case of UG feeds such as yours, it is fed underground - not left exposed at ground level.

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Understood, the cable I have now (copper I’m guessing) come out where my front door is and goes under the drive, so he should not have given me that option?

thanks,

[#12]

No, he shouldn't.

[#13]

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@jab1 wrote:

Interesting, @Robin6 . Still confused as to how the order went through if the service isn't available. Maybe @Gandalf will give us a clue.

Out of interest, did the BTw checker show it as available when you ordered?

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Yes and it still does 

[#14]

Sorry, that is not the BTw checker - looks more like a 'comparison' site to me - can you share a link?

[#15]

https://www.openreach.com

I didn’t use the other checker as I took plusnets word that it was