Subject: Failed FTTP install – engineer refused fascia entry despite landlord permission, account st

[#1]

Hi, I need help with an FTTP order that failed today.

I’m in a first‑floor housing association flat. I obtained written permission from both my housing association and my downstairs neighbour for the installation. The permission letter clearly states that the only acceptable access routes are through the fascia board or the loft.

When the engineer arrived, (two hours earlier than the agreed appointment window, with no notification that he was going to be early) I showed him the letter.

He read it and said it was fine. After coming inside, he re‑read the letter and then refused to continue unless the loft was boarded, lit, and had a fixed extendable ladder. These requirements are not in the permission letter, and my tenancy agreement does not allow me to use or modify the loft. Fascia entry is permitted by my landlord.

The engineer was a contractor, not a full Openreach fibre engineer, and he left without attempting a fascia installation.

Because of this, the FTTP service was not installed, but I have been billed in advance for the new service today, which has left me in financial difficulty. My account is also currently stuck between contracts, so I cannot call support or access the normal account options.

I need the following, please:

1. A refund of the FTTP charge, as the service was not installed.
2. My current service kept running at the in‑contract price until FTTP is successfully installed, as the delay was caused by the engineer refusing the job.
3. The FTTP order to be rebooked with a full Openreach fibre specialist or senior engineer, with the following notes added to the job:• Fascia entry approved by landlord
• Loft access not required
• Previous engineer refused despite valid access route

This situation has caused financial hardship, so I would appreciate urgent help.

Thank you.

[#2]

If the facia route is via the loft, then the loft needs to be a safe working area.  Not boarded, unlit without a secure means of access makes it an unsafe working space.

[#3]

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@whitelily77 wrote:

The engineer was a contractor, not a full Openreach fibre engineer, and he left without attempting a fascia installation.

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Whilst your landlord might give you permission for entry through the fascia, depending on the building construction such an approach might well not be practicable. To be honest I would think that this is the last place for cable entry unless it's a box type and the cable is routed into the loft, which is unacceptable as you have no safe entry or working platform in this area.

Before drilling holes the installer has to know just what they are drilling through. If it's a box type fascia they would need a very long drill, they may also have to drill through the wall plate, of unknown construction.

Are you and  your landlord really happy with a cable coming through an internal wall just below the ceiling? Did the installer suggest bringing the cable in at a lower level, be it needing fixing down the wall externally? Have you discussed a more sensible solution with your landlord?

I would suggest that you discuss alternative options with your landlord. Plusnet are unlikely to respond to posts on this public forum, apart from advising you to ring Customer Services.