PN and OR going around in circles

[#1]

Without going too deep, but getting on for 3 months now. I am new to PN and signed up for fibre. Currently with Talktalk.
There is poor info from OR as they keep cancelling my order as they want a permission to work. Permission has been given , but using logic there is an issue off my property. I have the legal authority to give permission ( unadopted , non registered lane) , but somehow PN can't seem to get this across. I have sent them my title deed copy to prove it . So OR cancels every time. I suggest a OR surveyor meet me and I can give a copy and sign , but just seems all the computers say no. Keep hitting a brick wall . The people I talk to at PN are very nice , but I have asked for to serious escalation as it seems to just keep looping round. The last message from PN almost seemed to suggest I get lost.
Sad to see they have no complaints procedure. So only place I can vent is here.

[#2]

@Musicegbdf  Sad to see they have no complaints procedure

They do, there's a link to it on the bottom of every forum page (Complaints code of practice)

For info its here https://www.plus.net/help/legal/complaints-code-of-practice/

Although in this case , since the problem seems to really be in OR, I'd suggest an email to the Openreach CEO. That usually gets things moving...

[#3]

Yep, many phone calls , tickets that go on for miles , and had already have the address to write to. I also have ofcom details. I am both sad and angry. The people I have dealt with at PN seem very keen to help , but it does seem they are unable to push higher up the system to resolve. OR seem untouchable and feels like lots of people working from home and do what the computer tells them to do. I have done the groundwork by getting the title deed which is totally clear.

[#4]

@Musicegbdf 

Do you have any AltNet (non-Openreach) Full Fibre providers available at your address ?

It might be a whole lot less hassle if there is.

.

[#5]

Sadly , no . If so I would be with them by now. Have even looked into 5g router.
What is would say is that as all my neighbours are now on fibre my copper from box doesn't buffer anymore and get 36mb. Though OR are in my town doing every where so best time to get done. I have seriously felt like giving up and stay with talktalk.

[#6]

@Musicegbdf 

As already stated, the nuclear option is to Google the e-mail address of the OR CEO and drop them an e-mail.

Brian

[#7]

That is one of my back ups. However, OR keep asking for the permission to work. They didn't try hard , but put the ball back in PN. I have done the work and got the title deed. As far as I know PN have not told OR there is the title deed and my permission given. So they will keep cancelling the order. PN need to get an OR person to make a appointment to meet me and I can give a copy of the deed and sign their form like I did for my property. OR not being helpful , but PN also need to follow my requests to conclude the issue.

[#8]

Staff members @Marsh and @Tina11192 claim to have been trained in 'provisioning'

perhaps now being tagged here, one of them can look into @Musicegbdf 's  provisioning issue ?

.

[#9]

Just had a look and had 12 different people on PN answering. This needs a consistent agent to deal with it and understand the full issue.

[#10]

Hey @Musicegbdf

I have had a look at the order from top to bottom. I can see Openreach cancelled the order due to them not receiving the third-party PTW (They first sent end of July). When it comes to any PTW requests, there is not a lot we can do to escalate these types of issues with Openreach, as when we escalate the order for issues relating to PTW, it will be rejected. The information we get on third-party PTW requests is quite limited as well, due to the amount of information they can give.

Due to these issues, I can see you sent us the proof of ownership, and we did attempt to reach out to Openreach to provide this information; however, their process (I am assuming (Dangerous), as I don't work for Openreach) is that they need to receive that type of proof to whoever they sent the third-party request to avoid any issues legally.

The only option we have is to replace the order and await new documents to be sent.

[#11]

The problem is no one knows who is the third party as the lane is not land registered. So they may be sending to a person no longer around. I have lived here 27 years and my neighbour 30 years and no one knows a third party. I have suggested that a appointment with OR person with me I can give proof and PTW.
I can't arrange that , I need PN to arrange. Otherwise the circle continues. You need to break the circle as the solution is simple.

[#12]

I have to say the stress of this is getting to me. I was awake at 3 in the morning.Silly I know. When I mention escalation, I mean within plus net. More than a dozen individuals is too many. I think this justifies going to a higher level in PN and one person to deal with it. I have given you the tools with the title deed ( which is public information, ). You are the experts to get resolved and if it needs it can go right to the top. I do get the feeling that you want me to go away. This circle cannot continue you must find a way to break it , I cannot as OR will not allow it.

[#13]

I would recommend contacting your MP in writing. He/she can take it further than you.

[#14]

@Musicegbdf as @Marsh says above, the communications process between Plusnet and Openreach doesn't allow the invervention regarding third party PTW.

As you rightly say, under normal circumstances, the responsibility to deal with OR is the ISPs. However these are not normal circumstances and I suspect the only way to resolve this is direct communication between yourself and OR. Normally this is not possible, but as I said earlier. an email to the Openreach CEO would likely open communication channels.

[#15]

Thank you , but I am the customer. I feel PN need to go further up their chain. Even if it goes to Marc Allera. There must be some senior bridges of communication at a higher level. I have made suggestions already . I gave the ref number if the title deed that OR can see I have the legal authority and no third party needed. I have offered to meet and give a certified copy of the deed to OR. I shouldn't really be put into this situation.
Being bounced around more than a dozen people in PN does not help . I need a senior person now in PN to own the problem and get it resolved. Yes MP and Ceo of PN and OR are options , but the situation is beyond ridiculous. It is so simple. The deeds were drawn up 40 years ago to ensure this type of problem should not arise. It is easy for PN to not take ownership of the problem and just bounce OR back at me the customer. Very disappointing, but I am not going to be fobbed off.