Is My Full Fibre Order Delayed ?

[#1]

@Terranova667 was 15th May a COMMITTED installation date or did the email include the words “we aim to…”.  If it was a committed installation date then the automatic compensation clock for a delayed install should be ticking, however …

@Marsh to manage expectations, is the automatic compensation clock for failed installation still ticking or is it paused awaiting PTW?

[#2]

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@Terranova667 wrote:

A new update. I was contacted by the customer Assist team today, turns out that Openreach need to install 70m of new duct before they can do anything else and they expect to get the duct on the 6th July, I have no idea when work on the property will even begin, I'm expected another update from the customer Assist team on the 19th July, Hopefully no more delays this time. 

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Sounds very similar to mine.  The duct 'diggers' will hopefully also run the fibre up to your building, just make sure it is near where you want them to put the external splice point (CSP) and therefore also where you'd prefer them to come in.

With a coil of fibre by your door / wall there is then no excuse not to book the installer - and don't take any nonsense at that point.  The OR computer can 'forget' the work is done and still say 'externals to complete'.

[#3]

@Townman  it says,   We expect this to be 15th May 2025, but our suppliers will need to carry out some extra checks on how the necessary cables can be installed to your property. Depending on how long this takes, the requested appointment date may not be available, however we'll monitor your order and email you to keep you updated on its progress and will confirm your engineer date via email as soon as we can. 

[#4]

OK that’s not a confirmed activation date, so the automatic compensation scheme does not apply here.

[#5]

A new update..

I got a update from Plusnet, Openreach have told them work won't start until 1st September with no reason given why they are waiting that long, they supposed to be getting the ducting on Sunday so a delay that long to start work is a bit of a pee take to say the least, what makes it worse is they were laying ducting in my street yesterday for other properties that are getting Full fibre so I don't get how they can do that that work and not for mine when they would be digging and laying pretty much the same place just going in the opposite direction 5 doors down. 

I can't say i'm happy about it, I replied to my ticket asking if they can get a valid reason of the delay from Openreach although I doubt i will get one, It's been two months already since i made the order, now Openreach want to wait even more and that's not even to do work on the property both outside and in. 😠

[#6]

Thank you for taking my call today @Terranova667, please let us know if there's anything else in the meantime that we can look for you. 

[#7]

@Tina11192 thanks I will, 

I have been given a case handler at Openreach hopefully they can speed things up and I won't have to wait until September for the work to start, will see, I will get an update around Thursday to see what is happening. 

[#8]

A little update.. The escalation to have the work brought forward was rejected by Openreach due to my local council permit only allowing the work to start in September due to digging on a public footpath and blocking off the road which they have done all of last week for other orders, I guess they feel it was too much time although to me it would make more sense to do all in one go than to disrupt again in 8 weeks time. oh well. 

[#9]

An Update.. Workmen turned up today to lay the ducting which is earlier than the planned 1st September that's is great, They were not Openreach themselves but a subcontractor, and they were told to lay it to the back of the property to the living room, unlike everyone else in the street that has it at the front, I asked why they were doing to the back they said that's where they were told and have a permit for. 

I don't understand why everyone else has it to the front yet we are to the back, the current phoneline / faceplate etc is at the front in the hallway, that's where we need the external box and ONT to be,  will the installer be able to run cable to the front ? I'm worried we are screwed. 

[#10]

If you dug down to expose the new ducting just by where you'd come off to go into the front of the house, you may be able to persuade the installer to pick it off there.  Have a hacksaw handy.

"Save you finding your way into the house from the back - no idea why they took it that way" etc.

That said, 'living room' is probably the safe default these days, easy to park the router amongst the TV gubbins allowing a wired conenction for streaming as well as lots of mains sockets. 

The old 'hallway by front door' used for master sockets often has no mains, mine doesn't.

[#11]

@mwwagain The ducting isn't near the front of the property at all, they took a different route to go around the back and I wouldn't be able to dig anyway it's concrete,

 The house was built in the sixties, the hallway has the master socket and a mains socket near the front door it's where the router etc is at present it covers the whole house for Wi-Fi and already has Ethernet from the bedroom upstairs down to the router for my eldest's  PC and Playstation, there is no way to run Ethernet from the living room to the router in the hallway there's nothing to tack it to, it would be running along the floor, which isn't ideal for my mum she's disabled, and an 18-month-old crawling around. 

I'm hoping the installer can bring the fibre cabling from the back along the side of the house to the front and into the hallway. 

[#12]

Update. Still more delays as another 6m of ducting is required, this might be to come around the front of the property, but that's just a guess by the CAT member i'm with as Openreach haven't said where the extra ducting is needed to go, I have no idea when the external work is going to continue and be complete before the actual install on and in the property can start. 

[#13]

Update.. Well some good news although a bit surprised by, I got a message from Openreach confirming a date for the full fibre install at the property which is to be Thursday the 11th 1 - 6pm so a week to wait, the surprised part was I was told more ducting was required and was waiting for that to be done but I guess it's not required after all, I also got the confirmation from Plusnet as well so all set. Hopefully all goes well and i can get the ONT in the hallway without too much issue. 

[#14]

Update... Well the good news was very short lived, I just got off a call with CAT and it turns out the Install message i got yesterday from Openreach for Thursday that i agreed to shouldn't have happened as there is still external ducting work to be done, and things have grind to a halt so it's being escalated and I should find out Monday what is actually going on.. 

I was told that Thursday won't be happening for sure, but I don't know what to believe as i'm told one thing then something else, I think I will still be home for Thursday just in case someone from Openreach does show up, it seems very much like one department at Openreach has no clue what another is doing or saying. 

[#15]

I would certainly be in.

Once escalated enough all sorts can happen.  I had the installer doing his thing (on upper management instruction), PN wholly unaware and an OR manager calling the installer to tell him not to turn up as the site was not ready (according to the OR computer systems - which were wrong).

Here's hoping for you ..........