Delay - was due to have SOGEA because of OpenReach Stop Sell

[#1]

I was due to get my wifi sorted in my new home on 15th July. I learnt that due to open reach stop sell and being in a non-fibre area, I needed to go down the SOGEA route. I thought it was all sorted, then I’ve just received this from plusnet after learning that they’re not going to update me until 30th July?! I’m so confused at what’s going on and if they will ever be able to supply me with wifi at all?

Order Reference: 5-971176016349

Housekeeping: found the order is delayed hence checked HUD

Action Taken: sent KCI and hold for review date +1.

Next Action: chase as per order status

Supplier Chat ID: NA

Delay: What happened on the order: The premise has been located but infrastructure does not exist.
What is now happening on the order: Referring to correct team (Survey) to provide a safe & suitable method of
service
When to Review: 29/Jul/2024

[#2]

So, @Tashaxprince it sounds like your new address has no Openreach services. Do you know if the previous owners had broadband, and if so, with whom?

[#3]

Hello, no, the home hasn’t had broadband before.

[#4]

Did they have a phone service. Do you know whether it is overhead or underground cabling.

If you know the address, put it into here, and see what it says : https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

If you can, post a screenshot on here, obscuring the address.

[#5]

Hello, I am told there is a landline socket. There are overhead cables. When I used the address checker, it says “we cannot determine broadband availability at this location. This may be a new address to which connectivity is not yet complete”

[#6]

Sent you a PM.

[#7]

Very strange response on there, @Tashaxprince - surrounding properties all return a valid response, showing SOGEA FTTC available.

[#8]

Sounds like Openreach will need to do a survey to establish exactly what infrastructure exists and will then do any necessary work, update the availability checker and process the order.

@Tashaxprince don't expect Openreach to do anything quickly...

[#9]

@MisterW All other properties around the OPs new address report SOGEA FTTC 'available -  wonder if this is a data failure?

[#10]

Oh no, really! Not having WiFi is really impacting my work as the area has really poor data signal so I can’t use my phone hotspot either. Do you think I will be owed any reimbursement from PN for the time I’m being without wifi?

[#11]

@Tashaxprince Any delay compensation is only payable once a supplier has given you a 'confirmed' activation date, so unfortunately you would not be due any.

Out of interest, does your new home have cable from the local 'telegraph' pole?

[#12]

All other properties around the OPs new address report SOGEA FTTC 'available -  wonder if this is a data failure?

@jab1 it COULD just be a data failure, but I suspect OR will need to survey to check.

[#13]

@Tashaxprince As this isn't 'fixed' - by any means - have you inadvertently clicked the fix button? I suspect not, as I saw a.n.other users name pop up on a fix notification.

( @Baldrick1  - you haven't clicked a wrong button, by any chance?)

[#14]

Ignore the above - sorted.

[#15]

My landlady is suggesting I use ‘EE pay as you go public WiFi’ in the meantime, she says her son used it temporarily. Does anyone know anything about this?