Ordered June 4th. "Activation" June 27th. No broadband. Nothing happening.

[#1]

Well, I ordered broadband on June 4th. New house on a (small) new development. There's an OpenReach socket on the wall, a "BT" labelled cable exit point on the side of the house and some BT access covers in the road outside.  It doesn't look like any engineering work should be needed in terms of cabling.

On June 4th, I had an email from PlusNet saying I should be running on 5-7 working days.  Order tracking on the website says "We can install your service remotely so you don't need an engineer to visit your home."

But apparently I do - though there's no explanation why. This was booked and the engineer arrived as promised on June 26th, at which point he did some work up the road, replaced the faceplate on the OpenReach socket (it now has a separate broadband and phone socket), plugged in the router and said "it should be working this afternoon." 

It wasn't.

Nor did it start working on June 27th, the "Completion date" on the order.

I've chased since with no explanation forthcoming until today.  Plusnet now tells me that Openreach deny the engineer visited the property and have it flagged as a "missed appointment."  And before a new appointment can be booked, the existing order needs to fail. And this whole process will take us into next week as the various systems need to agree that the order has failed and this takes "days". 

Plusnet tells me they can't challenge Openreach's claim that no engineer turned up, though he did. Nor are they prepared to (or able to) do anything to expedite the order.

I'm told I should get an update next week. That's an update - not a working service. I have no idea when the "real" engineer will turn up to do something, nor whether the next engineer will be any more effective than the previous one. 

Not impressed.

Where do I sign up for Starlink?

[#2]

@ot2025 Thank you for taking the time to contact us on our Community Forum, I hope you are well.

I'm sorry to hear of the issues you are experiencing with the broadband order.

Having reviewed the information on the order, I can see that there's a "Validation error" on the supplementary process, which is preventing the order from progressing. As we have been chasing Openreach for further details without any progression, my colleague did the right thing this morning to escalate this case to the Customer Assist Team (CAT), they will be back in touch with you within the next 48 hours.

I am sorry that I don't have anything valuable to add on this occasion however, I am certain the CAT team will be able to get this process moving into the right direction for you.

Please let me know if there's anything else we can look into for you

[#3]

Thanks @Tina11192 

I had a call back from the CAT yesterday (Monday 7/7/25).  They said they would arrange a new appointment, though were unable to explain why one was necessary other than to "complete" the work that (presumably) didn't get done when the engineer visited on 26/6/25.

They first offered an earliest appointment date of 15/7/25, but the Openreach system said the "point of no return" had been passed on the order.

However they said that instead, an Openreach engineer would be able to do the necessary work on 7/7/25 (yesterday).  So I waited at home all day yesterday just in case the engineer needed access.

No engineer turned up.  Broadband still not working. The router continues to blink orange at me.

I remain unimpressed.

[#4]

@ot2025 Thank you for getting back in touch, I'm sorry to hear this is still unresolved. 

From what I can see so far, it seems the appointment for yesterday was in pending and was not confirmed by Openreach because of the order being "past point of no return", my colleagues within CAT team will be chasing this up for you and they will be in touch with you within the next 24-48 hours, once the update from Openreach has been received regarding what's happened yesterday.

Our apologies for the inconvenience this is causing you