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New customer

muttley1953
Newbie
Posts: 3
Fixes: 1
Registered: ‎27-11-2021

New customer

My service is due to start 29th November I have received the router and already have an existing phone line yet I'm getting constant texts from openreach saying they are coming to my house to connect me why is this ?

5 REPLIES 5
Den1
Rising Star
Posts: 151
Thanks: 9
Fixes: 2
Registered: ‎24-10-2013

Re: New customer

If you previously had fibre then there should be no need for a visit by openreach, but if you are upgrading from adsl to fibre then you will need a visit, things need to be done at the cab and tested at your home.

Welcome to the forum by the way 😁 

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 114
Registered: ‎01-12-2020

Re: New customer

Hello @muttley1953

Thanks a lot for reaching out. I've just had a look at the orders we've placed and can confirm that it's not a working line takeover, so access to the property will be needed. There's no "customer installation" activity on the order on Openreach's side either, so I'd disregard those messages for now.

@Den1 during the provisioning process, the only time that an engineer would require access to the property is when a new Openreach line is being installed / activated. If we're taking  over a working line, access to the property is not required regardless of whether they're upgrading / downgrading their broadband product. Smiley

 

 

Moderators Note: Typo corrected

 Adam
 Plusnet Help Team - Leeds
jab1
Aspiring Legend
Posts: 12,136
Thanks: 3,876
Fixes: 150
Registered: ‎24-02-2012

Re: New customer


@adam945 wrote:

Hello @muttley1953

Thanks a lot for reaching out. I've just had a look at the orders we've placed and can confirm that it's a working line takeover, so access to the property will be needed. There's no "customer installation" activity on the order on Openreach's side either, so I'd disregard those messages for now.

 


@adam945 - you've missed the 'not' again.😉

John
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 114
Registered: ‎01-12-2020

Re: New customer

Reported, it should be rectified soon, thanks for letting me know. Smiley

 Adam
 Plusnet Help Team - Leeds
dvorak
Moderator
Moderator
Posts: 28,505
Thanks: 6,298
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Registered: ‎11-01-2008

Re: New customer


Moderators Note


This topic has been moved from Fibre to My Order

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