How can I find out if I'm ever going to be connected?

[#1]

Hello,

Sorry for my first post being a moan!  I placed a new order with Plusnet on 24th January and sit here today being totally disappointed yet again with the company.  There appears to have been lots of too-ing and fro-ing between Plusnet and Openreach about my service and there was supposed to be yet another engineer appointment today (19/03) with activation tomorrow.  As I hadn't heard anything I phoned Plusnet only to be told that there was not going to be an engineer coming today.  I'm not really sure of why, something about them only acknowledging the request rather than confirming it, and the man took yet more details and said he would phone back within 24hours.  I've heard all this before of course, even raising a complaint on 22nd February which seems to have done nothing.  I really don't know what the next step is - just wait for a phone call tomorrow that I suspect will never come!  Any idea who I can write to to try to actually get some traction into my case?

Thank you for reading.

[#2]

@triduff 

What service have you signed up for?

While hiding your details, can you post a screen image from the following, including the narrative below the results window. This will give us some background on your connection issues.

https://www.broadbandchecker.btwholesale.com/#/ADSL

To post a screen image click on the icon that looks like this

Brian

[#3]

Thank you for coming back to me - is this what you were after?

[#4]

Sorry, your other question

• Full Fibre 300
• Plusnet Hub Two FTTP

[#5]

@triduff 

Thanks for the information. The key bit is

This suggests there is a potential problem with getting the fibre to your house. When the backbone network is being installed they usually have a quick look at house feeds to see if there are any possible problems. Anything spotted gets noted and would show up in the above.

For some reason they didn't evaluate your property. I can think of two possible problems - line of sight for the cable and the pole being unfit for climbing (which would require a cherry picker).

I'm afraid the install is in the hands of the Gods - otherwise known as OpenReach. PN can only get so far in pushing for answers. You might get lucky and a staff member picks up this thread and supplies a bit more information (if it's available).

Brian

[#6]

and the 'Install Process' is 'KCI2 Assure' which means a survey (and likely engineering work) is required before Openreach will commit to an install date. That's a bit strange for an O/H feed , usually KCI2 Assure is for underground feeds where dig and trunking are required.

Any idea who I can write to to try to actually get some traction into my case?

Yes, email the Openreach CEO. ISP's have very limited ability to escalate within Openreach, customers are not so restricted...

[#7]

Although the KC12 Assure indicates that a survey is required so the install may take longer than usual, it is rather disappointing that 3 months after the order was placed there isn't any further information!

[#8]

@MisterW 

Thanks. I missed that by not looking fully at the results themselves.

Brian

[#9]

Thanks all for the replies.  My real question is do I forget Plusnet and go with someone else (but will they have the same issues), or hang on and hope?  I work from home and so currently am working out of internet cafes etc until this is resolved.  We've just moved into the property and the previous occupant also had Plusnet but I think a different service - is this service still available?  The FTTP was the only one I could find online.

[#10]

Is it easy to find the contact details for the OpenReach CEO?  Is it initials CS?

[#11]

My real question is do I forget Plusnet and go with someone else (but will they have the same issues), or hang on and hope?

Any other ISP will have the same problems with Openreach although some may be more pro-active in chasing OR.

Try my suggestion of emailing the CEO, that usually gets some action...

s it easy to find the contact details for the OpenReach CEO?  Is it initials CS?

That's the one... use ceoemail.com

[#12]

From the broadband checker results you posted it looks as if your address only had ADSL available before FTTP was built. Once FTTP is available ADSL can no longer be ordered (although Plusnet now couldn't provide ADSL even if that was still the only technology available) - so the only product available to you is FTTP. That will be the same with any ISP that uses the Openreach network.

That said, some ISPs are much better at resolving issues than Plusnet are. AAISP have a good reputation at solving problems, although they are more expensive than Plusnet (min is 37pm).

[#13]

@triduff 

If the previous occupant had Plusnet but there wasn't a fibre installed, they would have used a service over the phone line.

You might be able to get service over that pending your full fibre install.

It's worth phoning Plusnet and seeing if they can provide service this way in the interim.

[#14]

Not possible - no new WLR service provision is possible.

[#15]

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@markhawkin wrote:

If the previous occupant had Plusnet but there wasn't a fibre installed, they would have used a service over the phone line.

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Yes, the broadband checker result shows SOADSL, so the previous occupants would have had ADSL.

However Plusnet don't offer SOADSL (which is ADSL without a phone service), and in any case now that FTTP is "available" SOADSL orders won't be accepted - so it is FTTP or nothing (at least over the Openreach network).