Broadband order - cease one line - what's the best course of action?

[#1]

Hi everyone,

You may remember that I originally placed an order for FTTP. Unfortunately, after discussions with the Opeanreach engineer, the owner/landlord/present occupier refused permission for the fibre install. In light of this, I cancelled my FTTP order & placed a new order for FTTC.

When placing the FTTC order, I advised two members of the Plusnet sales team that the owner/landlord/occupier had placed a cease on the line for their own FTTC service, but I was advised that this wouldn't cause any delays and that our FTTC connection will go live on 31st October.

However, today I received an email & text message explaining that there is a cease on the line that will be completed on 29th October and that Plusnet can't place a new order until after that date.

I'm wondering whether I will have to wait 10 working days after the 29th before Plusnet can place my FTTC order or will the service still go live on 31st?

I'm happy to make use of 4G until the 31st but don't want to be relying on it for much longer than that. I can ask the current occupier to cancel their cease order but this isn't without complications either.

Thanks very much for any advice!

[#2]

10 days for Plusnet to be able to place the order is probably on the extreme side. Usually once a line is ceased it's about 24 hours before a new order can be placed.

That said if the order can't be placed until the 30th at the absolute earliest, there's next to no chance your online the next day.

If the line is just stopped, maybe a week. If the old provider is ceasing and issues a line plant recovery, longer and unfortunately Plusnet can't do anything about that. Sounds to me like the previous occupant hadn't actually placed the cease when you first spoke as typically if the new provide is placed with enough notice the reprovide can be pretty quick, as per the first advisors you spoke to. If the cease went on after that, without sufficient takeover notice then Plusnet do have to wait for the new provider to clear.

Of course engineer availability to activate the new service will impact as well. To be realistic I'd probably be prepared for up to a fortnight-hopefully that's pessimistic but best to be ready. If you're able to speak to the old occupier to get the cease removed and keep the service live for Plusnet to do a straight takeover that would be ideal, but if that's not possible, you're going to be offline for a bit I'm afraid as PN will have to start from scratch.

[#3]

There are two options here...

1. You wait for the present service to be terminated and then Plusnet will place the new order - lead time will be at least 5 working days
2. You place an order now for a NEW FTTC (SOGEA) LINE ... but given this is rented property and the landlord has refused the installation of FTTP I do not see this as being a viable route

Why has the landlord refused installation of FTTP?  Given that FTTP is available an FTTC order might be rejected by BT Openreach - their aim is to get rid of copper connections.  Like it or not, the property will sometime soon have to have a fibre connection.

It should be noted that if in some odd way the landlord is seeking to keep the existing landline (phone number) then when the current occupier's service is ceased ... the phone number will become unallocated and CANNOT be reconnected to the existing technology.  If they want to keep the number it will need to be migrated to a VoIP provider.

There is more to this scenario than meets the eye!!

[#4]

Thanks for your thoughts, guys.

The landlord has refused the FTTP installation due to the work required for the installation. They understand that FTTC is being phased out but are holding firm nonetheless.

I'm very concerned to hear that Openreach may reject the FTTC order. The broadbandchecker website tells me that:

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

[#5]

The landlord has refused the FTTP installation due to the work required for the installation.

Do you know what this work is? If there is already an FTTC service at the property, installation of FTTP should be relatively simple.

[#6]

Not fibre priority suggests you might still get a SOGEA (FTTC) service.

[#7]

The Openreach engineer gave the landlord two options (dig up front garden or along fence line) but the landlord rejected both.

Sadly, FTTC is the only alternative other than 4G (or maybe Starlink???).

Does the information from the broadbandchecker website give any indication as to whether the FTTC order will be accepted/rejected? I'm really panicking now.

Thanks everyone.

[#8]

Thank you, I really hope so. Fingers crossed!

Would the Openreach engineer have been able to tell the landlord this if they were asked during the initial FTTP inspection?

[#9]

@wivenhoe6 

The Checker states

"CPs should order FTTP or SOGEA. Copper products are only available by exception."

SOGEA is FTTC without a phone line.

Brian

[#10]

Phew! Thank you!!
I (wrongly) assumed that copper meant FTTC but now I realise it's referring to the phone line. I should have googled SOGEA sooner! Thanks again.