Upgrade from FTTC to Full Fibre
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Upgrade from FTTC to Full Fibre
14-01-2023 10:07 AM
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Fibre installed 15/12/22 but old copper overhead line left in place & fibre tied to it with plastic cable ties on side of house. I made a complaint to PN and was told to contact Openreach at
EXTERNAL DAMAGE TEAM 0800 023 2023 options 1 then 2
That took me to BTPL Claims who said it is not their responsibility. PN complaints were made aware of this and came back with exactly the same advice to ring the above number.
No further response to my requests for a resolution.
Re: Upgrade from FTTC to Full Fibre
14-01-2023 10:20 AM
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Here's the Openreach complaints link https://www.openreach.com/help-and-support/when-to-get-in-touch-with-openreach/complaints-policy . It covers quality of workmanship
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Upgrade from FTTC to Full Fibre
14-01-2023 11:05 AM
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Thanks for the link to openreach complaints, I have already tried that, initially got a bot then a person who sent me to another openreach site at
"Please contact the infrastructure solutions https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408080b000c they will solve the issue."
Checking in to that I am informed that work is chargeable
Re: Upgrade from FTTC to Full Fibre
14-01-2023 11:17 AM - edited 14-01-2023 11:17 AM
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In that case I suggest waiting for one of the Plusnet staff to pick this up and advise
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Upgrade from FTTC to Full Fibre
15-01-2023 4:51 PM
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Oh hum - in all of the above BT Openreach are not following their own processes. Installation quality issues are their own responsibility - not the ISP's.
One needs to insist to Openreach's personnel that they are responsible and if they do not deal with it, the matter will be reported to Ofcom.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Upgrade from FTTC to Full Fibre
16-01-2023 8:14 AM
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Hi there @merlin1 issues like this can be raised with Openreach either by ourselves or the customer directly, which in a lot of cases from my experiences can be a lot quicker.
Can you send me a private message with your username please so I can check if there's anything I can do to help?
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