FTTP delayed due open exception

[#1]

Hello,

FTTP install scheduled for 25/10. Openreach subcontractor turned up and installed the internals and the grey box on the exterior of the property. They were unable to connect the fibre from the pole to the property as the pole cannot be climbed due to a "D" label on it. Therefore a hoist is required.

Openreach scheduled the appointment for Saturday 5/11 but never showed up. I was then told by Plusnet they might come on the Sunday (didn't know openreach worked Sundays). 

When I chased on the Monday 7/11, Openreach updated plusnet with the following:

Order has been delayed due to an open Exception  named FTTP Faulty Plant D-Side tracking NI queue. Unfortunately Openreach could not complete work due to a fault on the  distribution side network. An engineer with the required skills will be visiting as soon as possible to try to resolve the issue in the  network. On behalf of Openreach we would like to apologise for the delay and for any inconvenience this may cause. Thank you  for your patience. Hence, I would request you to check "View My Job Tracker" back on 14/11/22 for further update

I've rung again asking for information on what exactly this fault is, as I was told by the subcontractor that they just needed a hoist and the subcontractor (Kellys) don't have one in the area.

Whilst I wait for either an update, or the 14th whichever comes sooner, I was wondering if anyone could decipher what this openreach message actually means. The pole supplies FTTP to other houses, so that side of it must be working. The existing copper line to my property continues to work. Surely a hoist cannot be that much of a commodity that it takes over 2 weeks to arrange?! 

Many Thanks

[#2]

Still no engineer visit and in an unrelated but coincidental news OR have since replaced the faulty pole and no longer need a hoist.

Can anyone point me to Openreach’s SLA for new installs?

As the install was started nearly a month ago and still not finished am I correct in thinking the automatic compensation of £5 odd a day applies in this case?

Thanks

[#3]

Was the date in question a COMMITTED (promised) date or an ESTIMATED date?  See Automatic Compensation | Help | Plusnet

• Compensation will be due if your service isn’t activated by 11.59pm on the date we promised you
• We'll pay you £5.25 for the missed activation day, and for every day after that until the day your service is activated
• If the activation is delayed because you've missed the appointment, the compensation calculation will stop. It will only start again if the activation isn’t completed during the next engineer visit

You need to have had a PROMISED date, not just an estimated date.

Also see "How it will be paid"...

"We'll add it as a credit to your account within 30 days of a missed appointment, activation of service, or fixing of the total loss of service fault."

"The maximum amount of compensation for a total loss of service fault or delayed activation is 60 days. If we can't fix your service after 30 days, you have the right to leave us with no termination charges."

[#4]

Thanks for this. Original email from Plusnet was:

“ We're emailing you to update you on your broadband order.

The engineer appointment to activate your broadband service is confirmed for 25/10/2022. The engineer should arrive between 08:00 - 13:00.

Please ensure you are available to provide access for the engineer to carry out the work.”

And an engineer did turn up and fit the ONT. just hasn’t managed to cable from the pole to the CSP (I think it’s called) yet due to the fact Kelly’s don’t own a hoist and needed Openreach proper as it were.

Now the pole has been replaced the hoist is no longer needed so any contractor will do.

So I’m assuming this falls under the committed rather than estimated scenario.

Thanks again for the info