Plusnet failed to upgrade to FTTP - who do I contact?

[#1]

@simonc2 That is unbelievably bad - If it was me, I would be beyond angry, especially over the message from Plusnet.

[#2]

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@jab1 wrote:

@simonc2 That is unbelievably bad - If it was me, I would be beyond angry, especially over the message from Plusnet.

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as you are often pointing out, PN just pass on whatever pack of lies OpenReach give them.

Clearly the OpenReach are massaging their targets by inputting lies onto their system.

I would be requiring PN to report OR to OFCOM over this, as well as the 'email to director office' which should get the OP an installation at the weekend.

[#3]

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@simonc2 wrote:

We got a call from the engineer at 6.24pm to say he was still at his previous job and wouldn't make it to us that night.

Alarmingly I got an email from Plusnet saying:

QUOTE:

3511 :: Engineer Notes
Engineer arrival time onsite,06/10/2025 17:24:00

5197 :: Warning
Order is delayed as the End User has missed the Appointment

UNQUOTE

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One wonders if the above might read 18:25 BST the OP received the call advising that the ENGINNER missed the appointment and that has been recorded as 17:24 GMT within the system as the END USER missing the appointment.

Each time line both being XX:24 somewhat suggests skulduggery!

[#4]

@mwwagain I agree fully with what you say. Just glad I escaped the clutches of BT Consumer Division when I did - now all I need is for City Fibre to cable my area - which they are planning, and I be totally unreliant on BT Group PLC. 

[#5]

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@jab1 wrote:

@mwwagain I agree fully with what you say. Just glad I escaped the clutches of BT Consumer Division when I did - now all I need is for City Fibre to cable my area - which they are planning, and I be totally unreliant on BT Group PLC. 

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Exactly what I will be doing once my current contract comes to an end in a few months time, luckily where I live has already been cabled by City Fibre & there is a point already at the bottom of my front garden. 

Openreach totally let Plusnet down when I attempted to upgrade to FTTP earlier this year, a saga that dragged on over several months before I cancelled the upgrade. 

If it was not keeping to appointments or not even bothering to turn up at all, it was informing Plusnet that all outside works where complete when in fact they had done nothing then when challenged said " second site survey required " 

[#6]

Sad isn't it @PowerLee ? It appears to me that the robots that sit in their nice warm offices and occasionally, when they can be bothered of course, press a button on their computer, take what is in front of them as the gospel truth, even when an end user can prove it categorically wrong - almost as though they were back in GPO Telephones times, at the beginning of last century, when the attitude was 'the customer is always wrong'.

OpenReach admin is notorious for delaying/obstructing tactics, although all the field engineers I have dealt with have been happy to get on with job, even, in a couple of instances when under the 'NFF' rules meant I should have been charged, finding something that 'needed' doing, although it quite possibly didn't.

[#7]

As it happens we already have City Fibre down our road and I'd sign up like a shot except for the fact that we have so much online linked to our .plus.com email addresses that it would be an enormous bind to have to switch everything to a new email provider. So I'm rather bound to Plusnet.

[#8]

Hallelujah!! at the third attempt Openreach connected our FTTP this morning. Not only that, but it worked!

Despite notes being put on the job ticket the engineer only discovered on arrival that a hoist was required (the pole is dangerous to climb apparently). He couldn't understand why the engineer who'd visited the first time hadn't tried to do any of the internal work (my impression was he barely knew which end to hold a screwdriver...) He did have desperately bad luck - just as he was about to do the splice of the optic cable from the pole and the optic cable coming out of the wall of the house the heavens opened and when the cable gets wet, apparently, it won't join properly. He kept having the ends snap off and he was running out of slack cable from the pole to make the join, which would have meant getting the hoist back and running a new and longer line across, but luckily for all he did fix it.

Next job is to try and get some compensation - especially as for the last two months I've been paying a massive out-of-contract copper wire broadband monthly fee instead of the reduced FTTP deal they offered me.

Then when the phone line is definitely cut off I'll need to contact A&A to get the VOIP set up.