PN and OR going around in circles

[#1]

@Musicegbdf Emailing the Openreach CEO is the only way out of this situation. They are so set in their ways, you need to heed the advice given if you are to resolve this problem.

[#2]

---

@Musicegbdf wrote:
I have the legal authority to give permission ( unadopted , non registered lane)

---

How would they install full fibre? How are you currently connected, overhead or underground? Is it just a case of OR needing access to poles in the lane, or:

If underground I can understand that you have the right to use the lane. But does it give you the authority to have it dug up to install a duct, possibly to the temporary detriment to other users?

As always, the devil is in the detail.

[#3]

@Musicegbdf I appreciate what you are saying

Thank you , but I am the customer. I feel PN need to go further up their chain.

but the communication process and escalation path between ISPs and Openreach is constrained. As @Marsh says

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.

Whilst, as I'm sure you're aware, Plusnet are part of the BT Group and you would think they would be able to talk to OR at a higher level, they are somewaht constrained by the OFCOM regulations that OR must not give preference to any ISP. There is also anecdotal evidence that as part of the BT group, Plusnet are reluctant to 'rock the boat' at higher levels.

If you want this mess sorted out in a reasonable timeframe, then IMHO the simple way is to email the OR CEO. 

[#4]

The copper cable is underground and has several man holes in the lane. The title deed grants the rights and permissions to lay new or maintain all pipes , drains cables , wires . It is very detailed. I am connected by copper cable , the fibre kit already fitted in my house awaiting connection. This really is so stupid and very annoying. It seems more than one computer says no. Having to go to the CEO of OR seems crazy for such a simple local issue. It seems I will be doing PN job for them. This can't be the first time this has happened.

[#5]

You are not 'doing PN's job for them' - you are getting round the restrictions of OFCOM/OR.

[#6]

I really don't need this grief for something so basic . Shame Virgin aren't here.

[#7]

@Musicegbdf 

the fibre kit already fitted in my house awaiting connection.

Do you mean that you already have an ONT ?

Did Openreach come and install that and then discover they needed a PTW to install the fibre ?

[#8]

They installed the ont. We discussed routes for the fibre to the external box as it needs drive and garden dug up. The surveyor was very helpful and said he would run the fibre together manhole near my drive. He mentioned there was a problem but nothing more. I still feel it is wrong, but have taken your advice and just sent a message the Clive Selley at OR.
If that doesn't help I really don't know as all of my neighbours are now fibre..

[#9]

---

@Marsh wrote:

... 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.

---

@Musicegbdf 

Given that the Plusnet response is defeatist, and they don't appear to be actively fighting to help you,

I'm wondering whether you should have a chat with A&A to see whether they can help you ?

On their  We'll fix your line  page, A&A say -

    "our team are well known within all parts of BT for not tolerating being fobbed off"

    "we are so confident we know what we are doing, we'll even take on problems other ISPs leave behind"

    "even though you know you have a problem with your broadband line, we'll take on the fault"

I appreciate that page is related to "faults", but A&A similarly deal with installation problems with the same approach.

As A&A offer a money back guarantee if they can't resolve a customer's problem, what have you got to lose ?

You could try phoning them to explain the situation, and see how far you get,

or email them with details of what has gone on so far with Plusnet and Openreach, and see how they respond.

Here are the A&A contact details - https://www.aa.net.uk/etc/contact/ 

.

[#10]

@outcast 

I note that you did not include a link to the A&A price list.

[#11]

Well I sent the email. I got a response within 15 mins from him direct ! Very impressed. He has passed it on to the head of east of England region to make contact . So fingers crossed

[#12]

The head of east of England told him he will get right onto it and copied me in.
I really hope this gets things moving...

[#13]

The head of east of England told him he will get right onto it and copied me in.
I really hope this gets things moving...
If I had to go legal my neice is a partner in law firm that does industrial and large housebuilding projects. She got and found all the details within 5 mins and emailed me. It cost me a bunch of flowers. If it did go legal though it would cost.

[#14]

@Musicegbdf 

Fingers crossed.

I had a problem with a friends installation and got into contact with a Project Co-ordinator. Once I got this link, the service I received was exemplary. It's just a case of getting through the ramparts!

[#15]

Thks will keep updated...