How long does it take to get set up?

[#1]

@MisterW I can find a UPRN for the property address in findmyaddress.co.uk and a BTW search using that UPRN indicates "FTTP is not available" - and doesn't show anything else being available either.  

The same process for the neighbour at #8 gives the same results, so there's something off about the UPRN search results somewhere.

[#2]

Think you are correct - using my UPRN in the checker says I have no availability - of anything - even though I know I can get FTTC AND FTTP.

[#3]

@ot2025 in that case it sounds like the BTw/Openreach database isnt up to date, in which case an ORDI (OpenReach Data Integrity) request is needed

[#4]

@MisterW 

In the original post the OP stated that PN staff had submitted a request to OR to check their records. I'm assuming this was an ORDI request. That was on the 4th. A similar message was received on the 10th. From memory it shouldn't take that long for an ORDI request to be completed.

The OP needs to phone support urgently or hope that a staffie picks up this thread.

@ot2025 

Does the following return your address correctly.

https://postcodedatabase.uk/

Brian

[#5]

@ot2025 

The previous link doesn't appear to give actual addresses. Try

https://www.royalmail.com/find-a-postcode

Brian

[#6]

HI @bmc - yes the Royal Mail postcode finder correctly returns my address, though it's only been added very recently.

[#7]

@ot2025 

Postcodes are not unique to a property, they cover many addresses, if your property is in a cul-de-sac it is very likely going to share the same postcode as all your neighbours.

That is the case for two nearby cul-de-sac and the cul-de-sac I live in.

Have you spoken to the developers/builders of your property, hopefully they should be able to advise what was agreed with Openreach.

[#8]

@ot2025 

I assume you checked the drop down list to confirm your actual address was showing.

If it's only recently been added this could be the source of the problem. The OR database may not yet have beed updated to reflect this.

If a staffie doesn't pick this up quickly I would phone in and ask for the status of the ORDI check. You could also run the Checker daily to see it that updates.

Brian

[#9]

There is a specific availability database check process (documented in ALBERT - the staff support system) for situations where neighbours can get FTTP but the specific property cannot.

[#10]

@ot2025 Thank you for reaching out on our Community Forum, I hope you are well.

I'm sorry to hear of the issues experienced when placing an order recently. 

I have reviewed the information on the account and my colleagues have already raised a product availability query with Openreach, usually the response time for these requests is 6 working days and once we have an answer we will be proactively back in touch with you. 

Further details can be found on the open question on your account: https://www.plus.net/wizard/?p=view_question&id=248280033

I hope this helps

[#11]

@Tina11192 

Can you advise when the availability query was raised? The OP was told on the 4th that OR had been contacted - at least 7 working days ago.

Brian

[#12]

I called Plusnet this morning and explained the situation.

I've now had an email to say that my order has been placed - so that sounds like progress.  Better late than never.

The Plusnet guy I spoke to was very helpful - so no complaints on that score.  Just a shame the process takes as long as it does.

Thanks to everyone for your input.

[#13]

@ot2025 

Hopefully good news.

Anything showing now on the Checker.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Brian

[#14]

Well, it clearly takes a LONG time to get set up.

After my original order on June 4th, I received an email on June 19th saying activation was booked for June 25th. Great news!  

There was also a text message - "Your broadband service is due to be activated on the morning of 25/06/2025". This was immediately followed by a message from Plusnet to tell me that the engineer appointment to install the service "is confirmed for 26/Jun/2025". Having the engineer arrive to do the installation *after* activation seemed a little odd, but... 

...On the evening of June 19th, I had a further email saying activation was booked for June 26th. And a further text message to say that "Your broadband service is due to be activated on the morning of 26/06/2025."  Oh well, what's a day between friends?

My router was ordered and arrived in good time.

On the June 26th, the "Openreach" engineer (actually "Kelly Communications on behalf of Openreach") arrived, did some stuff and plugged the router in.  "It should be working this afternoon", he said.  It wasn't.  

By the 26th, my tracking info on the Plusnet website was reporting activation on June 27th. (It still claims that "we can install your service remotely so you don't need an engineer to visit your home," which is clearly bogus.)

And this morning, Activation day!  And a new message on the order tracker (and an email with the same information):

"We're really sorry there's a delay with our suppliers, so we're unable to complete your order on time. This is currently being handled with the relevant teams. We should receive more information on 01/07/2025 so we'll provide an update as soon as we can."

It seems there are a number of problems here, not least the unaccountability of Openreach.  It can't help that the BT Wholesale Broadband Checker has address information which is woeful.  But at this point, I have no idea when (or whether) I will get broadband service and it seems there is nobody who can tell me.

Disappointing. 

[#15]

Just to add a little detail for those who understand this stuff...

There's a "Question" on my account, the latest of which says:

"Provide Delay to Order Delivery email update received on 26/06/2025 23:02:42 to advise that the order is delayed but unable to determine update. Monitoring for 1 hour for further updates."

An earlier message says "Email to confirm Provide order has completed (KCI3) has not been received by CCD +1 day."

Clearly there are things happening.