I’m struggling to understand the problems I’m experiencing with a Openreach connecting me to full fibre. I have an open question on Plusnet and have tried to get information through that (am I going the wrong route here?) but the responses simply parrot the non information I’m getting from the Openreach texts. After the latest visit the email suggests they might do something in 10 days! Expediting supposedly by Plusnet has simply generated more holding emails from Openreach. As I’m now out of contract I’m paying a fortune for a non fibre service rather than the cheaper contract for full fibre.
The work done so far as I see it is…. A new line from the telegraph pole to my property - this required a new bracket and was delayed because of the engineer not having the correct parts, not being able to get up a telegraph pole (this is Openreach!) and then cars parked in the road. Finally after a few weeks the work was done (leaving a huge mess and holes in wall). Then there was a wait and an internal appointment last week. So I now have a box inside the property but the engineer said he couldn’t get the fibre working and left after 30 minutes. So I have a new overhead cable and bracket, a new box inside with flashing PCN light - still no full fibre service.
Noone will tell me the problem and the emails simply say ‘more complex than expected’! In a street of terraced houses noone else has had this issue.
Any ideas what they have to do next? After three visits I’m no further forward and as I say am paying a lot for the lesser service and am having to arrange for someone to fill the brickwork. I fear leaving the house in case they arrive and start more work outside or I miss the chance for someone to get inside and do work.
is this common? Is there any way I can get an answer to what the issue is? Is there any way I can get Plusnet to really tackle this for me? As a customer it is frustrating as if this was work I’d initiated and was paying the contractors directly for then I could rightly complain to Openreach direct.
I’ve been happy with Plusnet for many years but the failure to give me any explanation or get more information from Openreach is so frustrating, but I guess they are happy with another two months at a higher rate. I know problems do occur but with no explanations of what is happening or what more needs to be done it is hard not to be confused and stressed.
