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Really disappointed with service!

Posts: 2
Registered: ‎27-08-2022

Really disappointed with service!

I have been with Plusnet since 2018 with no problems or issues whatsoever.


About a month or so ago, the internet kept dropping. It gradually got worse and worse and in the end we had to have an Openreach engineer out to try and sort it out. He admitted to me that he wasn’t sure what the problem was, but was intrigued as to why we were not using fibre. I have always been told that we couldn’t get fibre where we live by Plusnet. The Openreach guy said that fibre was available at my property, so I called Plusnet straight away. Plusnet confirmed that fibre was indeed available, so I upgraded straight away.


We are now two weeks on and still have no connection. Openreach were due to come out on 23rd August, but didn’t show up - a days leave wasted from work!! I called Plusnet to find out what was going on, and they told me that I would need two Openreach appointments. The first being on 2nd September and the second on 13th September. No explanations as to why Openreach didn’t show up on the 23rd August. 
Last night I received an email from Plusnet to say that my order has been delayed again…….until 9th November!! There is absolutely no way I can wait that long, it’s ridiculous.
I am currently waiting for Plusnet to answer the phone - I have now been waiting for 1hr 23mins. I can’t believe how rubbish the customer service is unless you are a new customer.

Has anybody else experienced such a long delay in getting their fibre connected? 

Posts: 11,841
Thanks: 5,273
Fixes: 421
Registered: ‎30-06-2016

Re: Really disappointed with service!

@Smokey5775  Welcome to the forum. 
Your statement that you need two appointments suggest that you have signed up for the Full Fibre service. If this is the case then it has only become available from Plusnet for a few months and might also have only become available in your area more recently.

If that is the case I would expect many people in your locality ordering it and causing delays.

Hopefully you will get through to Plusnet quickly or a staffer come along here and give you more information. However Plusnet staff can be very busy and a bit thin on the ground on Bank Holiday week ends.

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Community Gaffer
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Posts: 26,594
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Registered: ‎21-04-2017

Re: Really disappointed with service!

Hi there,

I'm really sorry for the issues and the massive amount of confusion here.

Having looked into this I can see your FTTP order is what's known as KCI Assure, which means that Openreach need to carry out some external work first, before they can install the service. 

I have contacted our suppliers helpdesk and they've advised that an engineer went out on the 28th August, identifying what's known as the CBT (Connectorised Block Terminal) to be too far from your property. They checked another CBT but due to the location, that's not possible to use, so the engineer passed the job to the planning team for a full site survey.

A CBT is a piece of equipment in Openreach's network that could be either underground or attached to a telegraph pole, which connects the fibre optic cable between your property and the exchange. 

Our suppliers planning team's advised that they're aiming to get a survey officer out on the 9th October. The long delay is basically due to availability of the survey team, however they have noted that they're trying to complete the work sooner, so we've been asked to check back on the 16th September for another update. 

At this stage, no engineer visit is actually confirmed. Due to the way our suppliers handle FTTP orders that are KCI Assure, they'll always have an appointment date seemingly arranged in the systems, but not confirmed.

I'd like to take some ownership of this to try to turn the bad experience you've had around. 

Once you're up and running, I'll make sure we compensate you for the missed appointment also as we're signed up to Ofcom's automatic compensation scheme. We've got a good guide Here which explains all about that.

I'll check back on the 15th September, as I'm currently not in the office on the 16th or 19th. I might not have an update then, but if that's the case then I'll pass this to a colleague to follow up while I'm away.

If you've got further queries or there's anything else you'd need help with in the meantime, feel free to get back to me.  

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi