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Line Installation Issues

Posts: 2
Registered: ‎12-08-2020

Line Installation Issues


[so now I am resorting to posting on the Feedback Forum to hopefully get some attention as nothing else appears to work]

We are a new Business Broadband customer, having signed up for FTC service on a new 24 month contract.

We are a non-profit organisation who rent a space from another business in order to house radio communication equipment that will be remotely operated via the new broadband connection.

There is an existing line to the premises belonging to our landlord which has an existing ADSL connection solely for their own use. Because of this, I requested a new line be installed for our use as we are not part of the landlord's business.

We were given an initial line installation date of 20/07/20, for which I attended site to liaise with Openreach.

Openreach arrived as expected and after an intial misunderstanding (they thought we taking over the landlord's exisiting line) and following explanation from myself, they set about installing the new line.

After approximately 1 hour, the Openreach engineer came to see me and explained that he needed to leave site to get some more drop wire as he didn't have enough on his van to span from the pole to the building.

Much later in the day he returned with his supervisor who explained that they could not do the job that day as the span from the pole to the premises was beyond the maximum permitted length and would drop in the middle below the regulation height.

I suggested that instead of running the drop wire from the pole all the way to the rear of the building where our room is located, that they could run it to the front of the building then clip it along the side to the rear. This would require an aerial span less than the existing landlord's line.

At this point there was a sharp intake of breath and the health and safety card was played, although I'm not sure on what grounds (I am a communication systems professional and was staggered by the amount of BS that was being spouted).

They left site saying that their surveyor would have to devise a plan for them to work to. There ended attempt #1.

Very late on Thursday 30/07/20, I received a txt message direct from Openreach saying that they would attend site on 04/08/20 between 0800 and 1300 to complete the installation. Despite this being only 2 working days notice I arranged to be on site as requested.

I remained on site until 1600 - 2 other persons were present who can verify this - but no one showed up.

I will state again at this point, we are a non-profit organisation, it is an unmanned site (most of the time), so I had to take a day off from my paid job to be there.

Since that day, I have not received a single update from either Plusnet or Openreach to explain what went wrong or how and when the situation will be resolved.

I am to say the least disappointed with progress so far.

I have so far raised 2 questions on the Help Assistant system requesting an update but am yet to receive any response.

The silence is deafening!

Some kind of update and idea of when we get our new line would be most appreciated.



Ps. Latest update is that Openreach have rejected the order but so far there is no explanation of why or if/how/when Plusnet are going to esacalate this matter with them.

We need this line installed and our DSL connection working asap.

Come on Plusnet folk, someone please take ownership of this and try to expedite this line installation.

Tags (2)
Plusnet Help Team
Plusnet Help Team
Posts: 16,784
Thanks: 857
Fixes: 217
Registered: ‎27-04-2007

Re: Line Installation Issues

Cheers for taking my call. 


As mentioned we've got a new appointment arranged and I'll be in touch afterwards to follow things up. 


Please do drop me a reply on here or a PM (click on my username) if there's anything else we can help with in the meantime. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Posts: 22,338
Thanks: 9,208
Fixes: 146
Registered: ‎22-08-2007

Re: Line Installation Issues

BT Openreach are a right royal pain when installing a line to a Non-served-Premises (essentially any location without running water / a WC).

Years ago it took BT over 3 months to get an act together even though PlusNet chased for an update very regularly.

If you have problems sleeping - have a read of this -

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.