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New order - FTTP available but cannot install

igeraghtyb1
Newbie
Posts: 3
Registered: ‎07-10-2023

New order - FTTP available but cannot install

Hi there

I'm after some advice if that's possible. I ordered fibre, which is available in my area. I live in a mews which has some rules in it, such as no digging up roads. An open reach engineer tried to follow the duct to the existing telephone box, but it looks like the duct has collapsed. It looks like I'll have to go back to normal internet and get that enabled.

Any ideas on how to switch my order from a fibre connection to a copper wire connection?

Thanks
Ian
7 REPLIES 7
bmc
Hero
Posts: 3,461
Thanks: 1,168
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Registered: ‎28-02-2017

Re: New order - FTTP available but cannot install

@igeraghtyb1 

Are you an existing customer - if so then you should just continue on your current service.

 

OR may not have given up just yet. If there is a collapsed duct they will inspect it and see what is required and if anything can be done. The wayleave for the duct may give permission for the road to be dug up for repairs.

 

Brian

igeraghtyb1
Newbie
Posts: 3
Registered: ‎07-10-2023

Re: New order - FTTP available but cannot install

Thanks - I've just moved into the property, so it's a new service.

I'll give OR some more time then... thanks for the hints...
bmc
Hero
Posts: 3,461
Thanks: 1,168
Fixes: 52
Registered: ‎28-02-2017

Re: New order - FTTP available but cannot install

@igeraghtyb1 

Login to the PlusNet Members portal and see if there are any open questions under My Order

 

If OR delay or cancel the order then PN should get in contact with you. They should (perhaps) be able to put you onto a FTTC or ADSL connection if there's any serious delay.

 

Hopefully a staff member will pick up this thread and provide some clarity.

 

Brian

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: New order - FTTP available but cannot install

Hi @igeraghtyb1 

I'm really sorry to hear this has happened.

Looking at the order notes Openreach are requesting a specialist engineer go out to sort this issue.

All being well we'll know more by the 13th 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
igeraghtyb1
Newbie
Posts: 3
Registered: ‎07-10-2023

Re: New order - FTTP available but cannot install

Hello again - no engineer turned up today, and the tracker says that the engineer has visited....

 

According to the tracker, all is well and I should just plug in the router. But there is no installation of the cable to plug the router into 😉

 

How do I go about downgrading this order to a normal Internet through the phone line order? I have a router plugged into my phone line ready to go; it just needs provisioning and I think I'd be up and running!

 

Thanks

Ian

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,962
Thanks: 1,570
Fixes: 481
Registered: ‎01-01-2012

Re: New order - FTTP available but cannot install

I'm sorry to hear this @igeraghtyb1 

You'd need to speak to our Customer Options Team to change your order. They can be contacted on 0800 013 2632 and are open the following hours

Monday to Friday- 9 am while 8 pm
Saturday - 9 am while 7 pm
Sunday - 9 am while 6 pm

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Markwallwork0
Grafter
Posts: 28
Registered: ‎01-10-2018

Re: New order - FTTP available but cannot install

Having the same issue. Had to cancel Fttp order to create new which involves a new account. However closing the order with Plusnet does not close down partially complete Fttp jobs with openreach . So now stuck and it’s been escalated. 7 days no service so far. Going straight to FTTP is too much of a risk when changing provider I’ve leant that now c. Need to start on copper and then upgrade once online . Hopefully I’ll get up and running some time this month ….