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

[#1]

We ordered an upgrade to FTTP and the engineer's visit was fixed for this morning (16 September 2025). An engineer came, and said he needed to wait for a cherry picker to access the pole where the connection will come in from. He said he'd phone later and come back but no one ever called.

I've received no communication from Plusnet about rescheduling the appointment or when they might be thinking of returning so my question is what's the best way of contacting them and getting this information. I've found people on this forum fantastically helpful in the past which is why I'm posting here.

Thankfully my old copper wire broadband is still working...

[#2]

@simonc2 Knowing the communication skills of Openreach, I'm guessing they haven't even told PN of the failed visit yet. I suggest you wait until tomorrow morning, and if you still have had no information, contact PN by phone and ask them what is happening and what they intend to do about the failure.

[#3]

@simonc2 

If you login to your PN Member's portal there should be an open question on your Account regarding your order. PN cannot do anything until they get a report from OR.

You can use the following to check for questions - https://www.plus.net/wizard/?p=search

Brian

[#4]

It would be reasonable to wait until at least the end of the engineering shift to allow the report to be submitted, processed and reviewed before BTOR report back to the ISP.

Unfortunately re-appointment planning needs to be done with the customer by the ISP not BTOR direct.

[#5]

Well, I've just received an email from Openreach asking me to book a new appointment, titled "Sorry we missed you"!!

Only a further three weeks to wait.

[#6]

Sorry, @simonc2 , but unfortunately that is the way it goes.

Let's hope they remember the cherry-picker next time!

[#7]

@simonc2 

You should dispute the sorry we missed you message and make it very clear to Plusnet that the delay is due to Openreach not having the necessary tools with them. This could be a try at getting out of you getting compensation of £6.24 per day until it’s up and running.

[#8]

Moderator's note:
Thread moved from Broadband to My Order

[#9]

@Baldrick1 

Thanks for moving this thread to the place I should have put it originally. When I looked at other threads in My Order I can see that upgrade problems are not at all uncommon!

I called Plusnet this morning and had a very positive response, despite having to wait a further three weeks for another appointment - they have marked my ticket with a note that an operator with a cherry picker is required. That is hugely reassuring because I could see that otherwise exactly the same thing might have happened in October - engineer turning up alone, "discovering" that access was needed at the top of the pole etc, etc...

I'll add to this thread in October with an account of what happens at the new appointment.

[#10]

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@simonc2 wrote:

 An engineer came, and said he needed to wait for a cherry picker to access the pole where the connection will come in from. He said he'd phone later and come back but no one ever called.

---

If you look up your phone number or address on the Openreach website, what does it say ?

https://www.broadbandchecker.btwholesale.com/

Mine has

"Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed hoist required."

So no excuse for not bringing the cherry picker when it is my turn.

However the tools brought will reflect the database, not reality, where those differ.  If it still does not mention a hoist for you, you may get the same problem again, but hopefully the PN order comments will stop that. 

Equally if it does say hoist now, that is good, but unless you checked at point of ordering you have no proof it was wrong originally.

[#11]

@mwwagain 

Thanks for that very useful tip. My address shows:

"Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with Line of sight problems Trees."

Doesn't specifically mention a hoist, but I assume OH is overhead, which certainly implies one.

There are many thread in this forum with tales of woe about connections. I wonder if Openreach could save a lot of trouble by doing a separate (and probably quite brief) site inspection and discussion with the client in advance of the installation date.

[#12]

Interesting that they hadn't preplanned for this, but they CAN often sort it out relatively quickly. Obviously in this case they didn't and also failed to communicate properly.

In my "similar but not identical" situation I had a second line installed, this was FTTC/SOGEA alongside an existing POTS/ADSL line. Everything round us is overhead so they would have known...

Engineer turned up - oh I need a cherrypicker to access the pole over the road!

He then made contact, ordered one, told me it would arrive later, meanwhile he'd go off and work down the road "sorting out" the additional copper circuit back to the cabinet (some distance away) and configuring the cabinet.

The cherry picker duly arrived and he finished off the job. As an aside I'd pre-drilled a hole for his new cable so that the new master socket was installed where I wanted it; he was very happy to use it. 😎

[#13]

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@simonc2 wrote:

Doesn't specifically mention a hoist, but I assume OH is overhead, which certainly implies one.

---

OH is overhead.

Some installers (maybe the more gung-ho contractors) will be happy to use ladders as long as the ladder can be put up safely.

With trees (and that could be a note recently added from the first visit) they would need the cherrypicker to thread the fibre through and/or do some pruning.

Mine is a clear run but is over a quiet road, so could be done with a ladder and assistance.  Equally as the exchange/ OR service base is very close it is easy to pop up with the cherry picker and do the job in comfort.

[#14]

@simonc2 

Swings and roundabouts on site visits I would imagine. They cost time and therefore money plus the porperty owner would require to be there. For some however, it would be beneficial, especially those who want the ONT sited in a particular place.

The people who install the main backbone do do visual surveys on o/h installs to note any obvious problems and ducts will be checked on u/g feeds (usually).

When they were at mine back in 2017 they checked 5 ducts as they had easy access. With two they couldn't get the protective cover off the wall (rusted screws) so left them for the future. As they said at the time it only becomes a problem when the customers orders FTTP.

My property was marked on the Checker as "u/g duct, provan clear" and draw ropes were left in place.

Brian

[#15]

Thought I'd post an update on my FTTP installation as my replacement appointment was scheduled for yesterday, 6 October 2025. Won't take long to report - we waited in all afternoon from 1pm to 6pm and beyond and no one turned up.

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

This is a complete fabrication! No one arrived. Apparently this enables them to miss the appointment without having to pay compensation!!!!

The other issue is that when the engineer called last night I mentioned that the job needed a hoist and - surprise, surprise - no one had informed him of that...

I talked to someone helpful at Plusnet who will try to get it sorted but I remain a rather unhappy bunny.