Disappointment with Plusnet

[#1]

One wonders if there is an e-side capacity issue?
A month or two back, there was a case here where the builder told BT that there would be 90 homes in the plan, but actually it turned out to be 120 ... Or BT only put in 90 circuits against a need for 120.  Whatever, BT had not provided enough circuits for the development.
If this were applicable to your new build, it matters not if your d-side to your property is in place the same as your neighbours', if there are no spare working e-sides, you cannot be connected.  Such speculation needs informing with the facts of the reason for delay.

[#2]

So the plot thickens.
Yesterday my partner saw that a sub contractor for BT was on site connecting one other house.
He told her that he can't do anything as he is a sub contractor but he has just used the last connection in the coms box for the house he was just doing!!!.
What is this rubbish

[#3]

cbmonkey, did you use the openreach link I posted?
Get data direct from the horse's mouth. you are one of very small number of
users who can correspond directly with them
Others advise they respond quite promptly.

[#4]

Quote from: cbmonkey

he has just used the last connection in the coms box for the house he was just doing!!!.

Somewhat confirms...

Quote from: Townman

One wonders if there is an e-side capacity issue?

[#5]

Hi Gel,
U did try the link thank you but it didn't make any difference unfortunately (I deleted the text I got back so can't say exactly what it contained). I'll try again and post it here

[#6]

Nothing from PN or BT yet....

[#7]

I doubt the New Builds team at OR will speak directly with you, but it might be worth speaking to them.
For most new builds, it's the responsibility of the building contractors to put in all the ducting/manifolds etc ready for Openreach to basically take it over. In order for Openreach to take it over and sign it off, they have to be happy that everything has be done correctly and to the agreed plans. Obviously they won't take something over if it's not complete or has been done incorrectly and will require them to spend money on contractors to rectify it.
I know once new build area close to me where the builders screwed up the ducting and Openreach refused to take it over. The residents moved in and they were left without telephone/internet. The council had to intervene and the builders were forced to employ contractors to fix the ducting so Openreach could take it over.
I suggest trying to find out from the builder if Openreach have signed off the build and taken it over.

[#8]

Hi AndyH,
That might be the case of course. I just cant believe that the builder would do anything differently for one house and do something different for everyone else (as all the people next door have been connected to internet now).
The builder & his company are adamant they've done everything they can do for us, as per every other house on the estate of 50+ houses. Something tells me Plusnet / BT are just dragging their heels and coming up with the excuse of waiting for a survey re duckting and cabling hoping it'd buy time.
I had a text last week syaing that id hear from PN on Friday which never happened. I'm now waiting to hear today as I got told the 22nd (when I phoned PN to find out why I didnt get contacted Friday)

[#9]

Hi
The fact that Openreach said to Plusnet that ducting has to be laid means (if this is correct) that something isn't right.
I assume there will be something in your purchase contract about utility services, so it might be worth pushing the builder for evidence that the work is completed and has been signed off by Openreach. It should be very easy for the builder/developer to speak to the New Build's team and find out what is going on.
It's obviously in Openreach and Plusnet's interests for you to be provided with services as soon as possible. When you're not getting a service, they are not generating any income from your line.

[#10]

I understand that of course.
I just get the feeling that with there potentially not being enough connections in the coms box then they throw up the excuse they have.
Like I say, the builder says he has done everything, and keeps on pointing out that there is an Openreach connection point inside the house, so an engineer must've been out and hooked up everything is needed.
Feel very much like i'm banging my head off of a brick wall (along with PN now not replying to this post or contacting me).

[#11]

There is possibility that the ducting work does not refer to YOUR side of the cabinet, rather the exchange side of the cabinet.
It could be the case that the wires to your property - similar to neighbours - are all in place and fine.  The comment that the last "connection in the coms box" has been used somewhat implies the need for more e-side circuits to the exchange.  It is possible that there is not enough room in that duct.
Up until the last e-side was used, there was capacity to provide your service - now there is not and that problem would be outside of PlusNet's control.

[#12]

I understand all that, but what am I to do?. Just accept that ill never have an internet connection?.
I cant phone BT without being a customer of theirs, I cant phone Openreach either and Plusnet arent even coming back to me either on here or phoning me (as they said they would today). Have the PN team taken a day off of the forums or something??.
I cant even phone PN myself without incurring a stupidly high bill as I dont have a land line to call them on.

[#13]

@cbmonkey
We're here.
We've been chasing and checking the order but there is no more information other than we need to review this on Friday. The delay is showing as lineplant and ducting, I am really sorry for the delay.

Quote

I cant even phone PN myself without incurring a stupidly high bill as I dont have a land line to call them on.

Are you using the 03 number? 0345 140 0200

[#14]

ANOTHER  five days wait to hear?. That is about the 4th / 5th in a row then when that day rolls round just another five day wait.
I understand its not directly your fault, but this is extremely frustrating waiting five days hoping for good news just to be given the same line. You guys blame BT / Openreach who blame the builder, the builder says he has done everything!!!. Just going round and round in circles and I feel NOTHING is getting done to help improve the situation.

[#15]

My Partner phoned up to speak to someone about this when it got put back a further five days. Got told she would get a call back within 48 hours and has heard nothing...not so much of a surprise with no reply here either.
On a side note, the house I have just moved into doesnt have any ethernet ports within it. I roughly need one master socket and three/four "slave" sockets. Can someone at PN advise where to get these microfilters from please?.