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Upgrade from FTTC to Full Fibre

merlin1
Dabbler
Posts: 19
Thanks: 6
Registered: ‎23-02-2011

Upgrade from FTTC to Full Fibre

Fibre installed 15/12/22 but old copper overhead line left in place & fibre tied to it with plastic cable ties on side of house.  I made a complaint to PN and was told to contact Openreach at
EXTERNAL DAMAGE TEAM 0800 023 2023 options 1 then 2

That took me to BTPL Claims who said it is not their responsibility. PN complaints were made aware of this and came back with exactly the same advice to ring the above number.

No further response to my requests for a resolution.

 

 

Tags (3)
5 REPLIES 5
MisterW
Superuser
Superuser
Posts: 14,398
Thanks: 5,317
Fixes: 383
Registered: ‎30-07-2007

Re: Upgrade from FTTC to Full Fibre

Here's the Openreach complaints link https://www.openreach.com/help-and-support/when-to-get-in-touch-with-openreach/complaints-policy . It covers quality of workmanship

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.

merlin1
Dabbler
Posts: 19
Thanks: 6
Registered: ‎23-02-2011

Re: Upgrade from FTTC to Full Fibre

Thanks for the link to openreach complaints, I have already tried that, initially got a bot then a person who sent me to another openreach site at

"Please contact the infrastructure solutions https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408080b000c  they will solve the issue."

Checking in to that I am informed that work is chargeable

MisterW
Superuser
Superuser
Posts: 14,398
Thanks: 5,317
Fixes: 383
Registered: ‎30-07-2007

Re: Upgrade from FTTC to Full Fibre

In that case I suggest waiting for one of the Plusnet staff to pick this up and advise

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.

Townman
Superuser
Superuser
Posts: 22,766
Thanks: 9,467
Fixes: 153
Registered: ‎22-08-2007

Re: Upgrade from FTTC to Full Fibre

Oh hum - in all of the above BT Openreach are not following their own processes.  Installation quality issues are their own responsibility - not the ISP's.

One needs to insist to Openreach's personnel that they are responsible and if they do not deal with it, the matter will be reported to Ofcom.

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.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,847
Thanks: 874
Fixes: 220
Registered: ‎27-04-2007

Re: Upgrade from FTTC to Full Fibre

Hi there @merlin1 issues like this can be raised with Openreach either by ourselves or the customer directly, which in a lot of cases from my experiences can be a lot quicker. 

 

Can you send me a private message with your username please so I can check if there's anything I can do to help?

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team