2 month Openreach wait

[#1]

Hi,

I've currently moved house and unfortunately my old internet provider don't serve the new area. I've had to switch and wanted to stay with a full fibre service. I ordered plusnet on 6th April... It can't be installed until 28th May! This is almost 2 months without home broadband. I work from home and our baby monitor runs using broadband. Why is this taking so long? Is there no way to speed this up?

[#2]

@Keir20 What service is currently available in the new place? Could you not take that until the Full Fibre service can be installed?

[#3]

Moderators Note

This topic has been moved from Full Fibre to My Order 

[#4]

Thanks for the reply, John.

Looks like it was virgin from the box indoors but, the house was empty so its been cut off. 

[#5]

@Keir20 That may explain it. Do you know if there is a BT connection? Are you an overhead or underground connection for BT?

[#6]

There is a BT connection as I can see the access points. Everything is underground which, is why I assume this is taking so long but to go 2 months and not offer an alternative feels absurd. Surely in today's world and the fact plusnet and EE are under the same umbrella, there should be a short term solution such as a dongle from EE or a small access point using 5g.

[#7]

I'll be honest - if the BT cabling is still there, I don't see why you can't get an FTTC connection reasonably quickly, and then switch to FTTP - although two months for FTTP does sound a little excessive, to be honest.

[#8]

Note that Plusnet T&Cs prohibit WFH use of a residential grade service. A business grade service with failure fallback might be a desirable approach where service continuity is vital to earning an income.

[#9]

@Townman I don't want to derail this topic, but how many people WFH  have a business-grade service - from any provider?

[#10]

That is always a matter of choice and risk. The T&Cs are clear: use not compliant with them might be considered a breach of contract by the residential consumer.

[#11 · Accepted solution]

@Keir20 

It sounds like this is a new installation of a new underground service. If you enter your address here it should confirm: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome. If this indicates that it is a KCI or, more likely, KCI2 if underground then it is a new installation If KCI2 then it is a two stage process so will take time.

Depending on the results, it might be best to ring the Customer Options Team on 0800 013 2632 and change the order to FTTC SOGEA, assuming that it's available, again the link above will tell you. If you need help interpreting the results then post them here after obscuring your personal details. 

Once SOGEA is working you can contact Plusnet and upgrade to FTTP. 

[#12]

Thanks a lot for the help!

That website is really useful, the results are attached and it looks like, as you mentioned, KCI2 Assure. 

[#13]

@Keir20 

That explains the delay. This needs an Openreach technician to come out to survey the route, then a dig team to install the duct, then another technician to do the actual install.

I would suggest that you get SOGEA installed and then upgrade to FTTP once it’s up and running. This should be a much quicker installation process and it looks like you will get a pretty fast connection.

[#14]

@Baldrick1 If the OP's installation is currently U/G, I don't see the need for further ducting - I understand FTTP uses the current installation.

Obviously, there is some work needed somewhere (KCI2 Assure), but we don't know what.

[#15]

@jab1 

That’s true, providing there’s a duct with an accessible exit. I was taking the worst case scenario where the duct ends under floorboards or, as is often the case, the existing phone connection is directly buried.