On Full Fibre contract but installation on hold/cancelled

[#1]

I am eligible for full fibre and am on a full fibre contract. However I've been informed by Plusnet that BT Openreach cannot complete the order. This is due to not gaining access to an unspecified neighbours property. No one will tell me who they have been trying to contact and getting no answer. Also all my neighbours were made full fibre ready sometime ago, so why wasn't my property?

[#2]

@Zooboid How is your connection supplied - overhead or underground? In either case, does the connection cross another parties property?

[#3]

This is due to not gaining access to an unspecified neighbours property.

If access to a neighbours property is required then Openreach (OR) will need to get formal agreement from the neighbour.

There's a number of possibilities why this hasn't happened yet:-

1) OR know they need permission but havent requested it yet

2) They've sent a letter to the neighbour but RM haven't delivered it yet

3) It's been delivered , but your neighbour thought it was junk mail!

4) The neighbour didnt understand it and hasnt replied yet

5) OR or RM have 'lost' the reply

6) OR havent processed the reply

As you can see, there's a lot of 'ducks' to get in order before any progress can be made

[#4]

I see your points, @MisterW . But is this always done this way? My connection - overhead - requires access over my next-door neighbours garden, and when I had my FTTP installed, I mentioned that I was having this work done to my neighbour - she said 'no problem'.

When the installer came and saw where the pole was, he said 'Is it OK for me to go through your neighbours garden?' I was able to answer 'yes', and everything worked like clockwork.

[#5]

It depends, if its just temporary access, say to access the pole then, as you say it can be verbal on the day. However, if a permanent fixture needs putting on a neighbours land e.g some ducting for u/g connection , then it would need formal 'wayleave' agreement. Sight of the narrative from the BT wholesale address checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome may give a clue

[#6]

Totally understand that, but until the OP gives further detail....  😀

[#7]

Some reading

https://www.gov.uk/guidance/guidance-on-access-agreements 

[#8]

Not read all of that - it is quite a big chunk, but the first two or three sections seem to be in relation to the installation of fixed supply structures poles/cabs &c, not a once-in-a-blue-moon individual connection (attempt)?

[#9]

@jab1 dont forget, this is OR were talking about! If there's a complicated formal procedure and a simple one, guess which one they'll choose 😀

[#10]

Still trying to be helpful, more reading https://www.openreach.com/help-and-support/obtaining-wayleaves 

[#11]

Oooops - I had forgotten, @MisterW 🤣

[#12]

Interesting discussion. Where I live each property has its own u/g feed / duct. Copper circuits went to individual properties.

I’ve become aware that some idiot has routed the neighbour’s fibre circuit through my duct and across the front of my property … rather than into their own duct. I’m not best pleased as there was neither consultation nor permission asked.

[#13]

Wonder who did that, @Townman  Openreach or a certain subbie?

[#14]

Extension to points 3 & 4

(a) The neighbour understood it, saw it wasn't junk mail, had a think and decided not to reply (for their own undisclosed reason(s) ).

There's more ducks than you could imagine.

(Obviously no laws w.r.t. data protection were broken)

[#15]

Very useful comment @greygit1 😂