ordered full fibre 300 with expected engineer visit today

[#1]

after ordering the fibre i was expecting an engineer visit today as that is the date i chose when ordering. i did have an engineer visit and chatted about the outside gear he had to install but no confirmation of when an engineer would fit the box inside etc. was just wondering if the date had changed or where i would go to check when it was happening. thx

[#2]

@timc2022 That sounds a little strange - when they fit your external CSP, they usually fit your internal ONT the same time, and connect you up.

[#3]

the outside box hasnt been fitted either.

[#4]

Is your install type 'KCI2 Assure' ? in which case the first visit is a survey to see what work is involved.

[#5]

What the hell did he do, then?

[#6]

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'@MisterW wrote:

Unless its a '2 Stage' or a 'KCI2 Assure' install type ?

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True @MisterW , but the OP is a little short on detail.

[#7]

@timc2022 when did you actually place the order ?

[#8]

the order was placed april 8th. the engineer just said something about outside work that he wasnt gonna do that day.

[#9]

Strange, if it was a 'KCI2 Assure', then AFAIK the survey must be done within a week of order, and only then is a committed date given.

I suggest you call Customer services to find out what's happening.

[#10 · Accepted solution]

Hiya @timc2022 

I'm really sorry for the delay in activation and for the hassle this will be causing you. 

The work we need to carry out externally we need permission from a third party and we have submitted the relevant details they need. I have passed this to our Customer assist team who will check it on the 1/5/24 and give you an update. This is when we have been asked to check back for the next update. 

[#11]

i spoke to a member of plusnet on the phone who advised me that the order has lapsed so i have gone back to my old broadband, they advised me the wayleave agreement had been sent to my landlord 3 times without success. i messaged my housing association, and they said this. following your enquiry about fibre broadband we would advise you to ask Plusnet
to send in the Wayleave agreement to Longhurst.
 
The agreement needs to be signed by a Longhurst manager to agree to the
works on our land.

im asking if you can send the wayleave to them before i try upgrade again or do i need to retry the package change,

Longhurst Group.
1 Crown Court, Crown Way, Rushden, Northamptonshire, NN10 6BS | T: 0800 111 4013
A charitable housing association (Reg. No. 8009)
Registered with the Regulator of Social Housing (No. L4277)
Registered Office: 1 Crown Court, Crown Way, Rushden, Northamptonshire, NN10 6BS.

[#12]

Hi @timc2022 

We'd need to reput the orders through again to get things in motion.

Once that's been done we can put the information through to Openreach