How to get Openreach to update my address for FTTP availability or carry out an MDU install?

[#1]

@Phattmatt 

I would update the Question on your Members account with this information.

Brian

[#2]

Thanks Brian.

I would have, but I was unable to submit updates to the Question that was opened for me. This is a common theme, the complete inability to enter a discourse (with any organisation).

I've had a response today, which was another disappointment:

• "There are currently no plans to upgrade this area.” - It already has been 'upgraded', and has been for 2 years.
• "Alternatively, you could explore FTTP on demand" - Despite 2 meters away a neighbour has 'standard' FTTP.
• "Additionally, the MDU process is not applicable for your address due to its existing underground route for external feed." - Not sure what to make of this...it could be considered good news.

A friendly PN customer support team member has already opened another ticket to try to give OR more details and I've uploaded my more detailed PDF to the new ticket (this new Question seems to let me send updates).

[#3]

Latest response...'Fill out another form and wait'...

(Not knocking the Plusnet customer service team, I believe they are doing their best within a limited system.)

"Thank you for your patience whilst we've investigated your issue.

At the moment Plusnet still cannot arrange Full Fibre for you.

We have to ask for our help registering your interest to OpenReach again and let them feedback to you about their plan to get its set up for your address
https://www.openreach.com/fibre-checker/express-my-interest-unavailable

We believe we've now fully resolved your issue. I'd like to thank you for your patience whilst we've dealt with it."

No indication that Openreach have done more than lookup my address in their system and said 'no'.

All I really want is to know that the evidence I've provided has been read by Openreach and they've made a genuine attempt to assess my address based on that information. If the answer is no at the end I can (and will have to) live with it until something changes.

I'm at a total loss at what to do next.

[#4]

@Phattmatt That response from PN is, to put it politely, a load of cobblers.

Re-reading the whole of this topic, I seriously think both PN (as your ISP) and OpenReach (as the infrastructure owners) need to get people on the job who have some vague idea how to do a job properly.

As you have clearly shown, it is perfectly possible to provide you with an FTTP installation, so I fail totally to see what the issue is.

Sorry I can't offer a solution, but my feeling is you have unfortunately had to deal with incompetents at all levels.

[#5]

@Phattmatt 

Google the OpenReach (or BT) CEO's e-mail address and drop them a line.

Brian

[#6]

@bmc Thanks Brian. I've sent an email to Clive Selley (Openreach CEO).

I included a timeline of the two years worth of communications I've attempted, along with a PDF, containing diagrams and photographs, illustrating the current situation.

I am hopeful, yet have low expectations. 🙂

[#7]

Something isn't quite right, the csps on the pdf, shows one very recent install(the small csp is only a recent thing, my install in april had the mini csp), so i suspect that who ever did the database update did it wrong.

What does your neighbours entry say - single unit or mdu ?

Going via clive should sort things out as it needs elevating within OR

[#8]

@krusty One of the neighbours (whose CSP can been in the photos) has this entry:

"Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

ONT exists with active service. A spare port may be available or a single port ONT may be swappable to a multiport ONT. A new ONT may be ordered and will be placed in Waiters list until the network is ready."

That is a block of 4 flats, 3 have FTTP and one doesn't. The one that doesn't shows up as:

"Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with Line of sight problems Others.

FTTP is available and a new ONT may be ordered."

[#9]

Hi @Phattmatt - I got one of our provisioning experts to take a look at this and they've pushed this through a OR fibre availability escalation process. Below is the response today from OR. 

Hopefully, this gets things moving for you. But I will drop back in here when we receive a response. 

Thanks,

Nick

I have looked into this and the fibre network has been built in your customer’s area but there is an error in our records which is preventing you from placing an order. I’m now in the process of correcting this for you.

I need to associate your customer’s address to the nearby fibre equipment. It will take us about a week to complete this and you should then be able to place an order. I will update you as soon as our systems reflect this.  

I’ve got all of your details, so shouldn’t need anything else before coming back to you. Thanks for your patience in the meantime.

[#10]

@NickBS Hi Nick,

Thanks for looking into this.

I've also been in contact with the Executive Complaints and Escalations team at Openreach.

Hopefully between your efforts this will get resolved.

Kind regards,

Matt.

[#11]

@Phattmatt 

Is your contact with the ECE team at OR due to your e-mail to the CEO? It appears good news may be a coming in the next week or so.

@NickBS 

I wonder if I could point you to another provisioning problem - see "Query re Providing a Service to a New Property"

Basicall, @zeichen  is a registered vunerable person who is building a new property designed for the disabled at the foot of their garden but apparently cannot get anyone at OR to install a new WBC SOGEA. OR are insisting on FTTP with a charge of £2,500.

The loss of a phone service is also a problem as there in no mobile signal to speak of but that's secondary at the moment to getting an internet conenction for when they move.

Brian

[#12]

---

@bmc wrote:

@Phattmatt 

Is your contact with the ECE team at OR due to your e-mail to the CEO? It appears good news may be a coming in the next week or so.

---

Yes. Emailed CEO late Friday, got a phone call Monday morning from ECE.

[#13]

The ECE team are pretty damm good, i do have high praise for them. Thats why i always say, "only use it when nothing else works and its a stupid situation" type thing

[#14]

@Phattmatt 

Now that's what I call customer service.

Brian

[#15]

Progress has been made:

My address has been updated to show FTTP is available to order:

"Single Dwelling Unit Residential UG Feed Not Evaluated.

FTTP is available and a new ONT may be ordered."

Two of my immediate neighbours (who also couldn't place an order) have also had their addresses updated.

Going to place an order and see how far I get.