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Severe delays getting a line

Carina
Hooked
Posts: 5
Registered: ‎21-11-2022

Severe delays getting a line

I placed an order several months ago for broadband and just keep getting delay emails about twice a week since then. I think the issue is with Open Reach putting a line in as there are a few neighbours who have had similar issues but everyone has one now apart from us. I can’t get through to Plus net on the phone as at work and takes ages to get through. I am at a loss. Does anyone have any advice about getting some accountability with Open Reach please?
2 REPLIES 2
Townman
Superuser
Superuser
Posts: 22,757
Thanks: 9,464
Fixes: 153
Registered: ‎22-08-2007

Re: Severe delays getting a line

Openreach are utterly unaccountable!  You need to know clearly what is holding things up, but that might be difficult as they are not overly good at keeping their customers (the ISPs and CPs) fully informed.  There might be some useful information in the tickets on your account ... so this might be of assistance.

Delayed orders

There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...

  • The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
  • The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
  • Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
  • BT Openreach do not have engineering resources available in the usual timeframe

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

 

Is this for FTTP or FTTC?  I would be surprised if this being a new line install it will be FTTC (copper), so besides the typical order failure delays, you might have been blighted by BTOR's capacity to do FTTP installations.

FTTP Order installation delays

In most instances FTTP installations will require two BT Openreach engineer visits...

  1. Install the fibre from the distribution block to the outside wall of the property, either overhead or underground
  2. Install the fibre from the outside of the property to the inside of the property to the location of the Optical Network Termination (ONT) unit

The fibre network is far from being fully established and in some cases specific engineering activities will be required for some installations. These circumstances are covered in Plusnet's T&Cs as follows...

Openreach Survey: In some cases, BT Openreach have to carry out a survey before they can connect a home to Full Fibre. To do this they may need access to your property. If they do we'll contact you to arrange a suitable time. If additional work is required, this may take longer than the initial set-up time provided and there could be additional costs. Our team of specialists will contact you to confirm what additional work is needed and how long this will take, usually within four weeks from the date your order was placed. If you don't want to proceed with your upgrade based on this, you will be able to cancel your order and no charges will be applied to your account.

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Carina
Hooked
Posts: 5
Registered: ‎21-11-2022

Re: Severe delays getting a line

Thank you for answering my question. It is an outside line not copper. There is a group of five cottages and a pole was put up around a year ago, gradually all the other cottages got their lines apart from us. I’ll try and look at the ticket. I just wondered if Plus Net can start asking Open Reach what the hold up is. Thank you