Plusnet ....one year and counting to install my fibre broadband.

teachergirl

Help! I just don't even know what to do anymore. On the 28/03/25 I signed up to get full fibre broadband from plusnet.

I still don't have it. I have a list of 69 communications from themselves or Openreach making appointments and then breaking them.

The current impasse is that they have to close my road to install it, which permission has been granted for 30/03/26. The road I live on is extremely small and has a loop at the bottom. I live at the end of the loop. My next door neighbour had his installed 6 months ago. Today as I write this, 2 houses about 3 doors down are having theirs installed. I went to speak to the open reach engineer…. the same engineer that installed my immediate neighbours. He laughed when I said they needed to close the road and said of course they don't as access is available from both sides. I said about the 16M of ducting I need and he said I don't because when he installed my neighbours he had look for me and it is already there..

I have today written to the head office. I got to the maximum amount of compensation they will offer months ago. I also tried to email the CEO but the email bounced back.

I am worried that if I change to another supplier I will have to start the whole process again, in particular the road closure . Also I won't even get the meagre compensation I am entitled to.

I will try and copy the list of communications into the thread but I have never done that before.

Does anyone know how to contact someone within the company that can help?

teachergirl

28/03/25	Contract from Plusnet sent
31/3/25	Text to say confirm activation in 2 days Plus email to say date within 2 days
3/04/25	Email to say order had been cancelled. After phone call another email to say it had been activated
4/4/25	Text from Plusnet to say activation confirmed for 16/04/25 (8.00am-18.00pm) and email confirming
4/04/25	Waited in all day no-one turned up
06/04/25	Email from open reach apparently two orders for me on system confirmed order is with plus net
10/4/25	Text from plusnet to say activation confirmed for 25/05/25 (8.00am-18.00pm)
10/4/25	Email from open reach confirming instillation will be 29/05 (8.00am-1.00pm)
10/4/25	Email from Plusnet saying instillation will be 29/05/25 (8.00am-1.00pm)
12/04/25	Email from plusnet unable to place my order due to a technical issue
15/04/25	Email from plusnet . Matter escalated due to nature of works
17/04/25	Email from Plusnet. New estimate due to dig and duct work needed passed to civil engineering team. New estimate 15/5/25
18/04/25	Email from plusnet after phonically basically saying the same
06/05/25	Email from open reach saying new date for install 11/06/25 (8.00am-1.00pm)
06/05/25	3 Emails from Plusnet . Work has been moved to 31/05/25 at the latest
19/05/25	Email from plusnet. Openreach doing work 5/06/25
29/05/25	Email from plusnet to say they are sorry about the length of time it has taken to answer my complaint.
30/5 &25/7	Text from Openreach saying work will be done 01/08/25
30/05/25	Email from open reach. Work will be done 1/08/25 (8.00am-1.00pm)
03/06/25	Email from plusnet . Basically saying no info
18/06/25	Text from plusnet to say open reach say dig work will be completed on 25/06/25
18/06/25	Email from plusnet. External work will be done on 25/06/25. Internal work by 01/08/25
25/06/25	Email from plusnet. Basically saying work will go ahead on 25/06/25
02/07/25	Email from plusnet. Escalated complaint due to lack of external work
05/07/25	Email from plusnet. Now have a named contact at open reach .This should help move it forward. Issues probably due to complexities of closing road.  I LIVE ON AN EXTREMELY TINY ROAD. EVEN IF YOU DUG IT UP IT WOULD BLOCK ACCESS TO NOONE!
23/07/25	Email from plusnet. New agreed dig work date 23/07 ..clearly not happening
25/07/25	Email from plusnet. Openreach upgraded complaint to level 2 Next update 30/07
30/7 &20/08	Text from Openreach says work will be done Weds 27/08/25 8.00-1.00

teachergirl

30/07/25	Email from open reach  Engineer coming 27/08/25 (8.00am-1.00pm)
01/08/25	Email from plusnet. Apparently a road closure is needed
12/08/25	Email from plusnet. Urgent update from open reach requested
12/07/25	Text from Plusnet . New date for dig work completion 23/07/25
17/08/25	Email from plusnet. Request sent to chief engineers
23/08 &17/09	Text from openreach work will be done 24/09/25 8.00-1.00
23/08/25	Email from open reach. Confirming work will be done on 24/08/25
24/08/25	Email from plusnet. no updates
27/08/25	Email from plusnet after phone call. Still no updates waiting for road closure .
06/09/25	Email from plusnet. Complaint escalated to level 3
17/09/25	Email from plusnet. Road closure planned to have been done by 02/02/25
22/09/25	Text from openreach. Work will be done Fri 31/10/25 8.00-1.00
22/09/25	Email from open reach Work will be done Fri 31/10/25 8.00-1.00
29/09/25	Email from plusnet . Work will be completed by 09/02/26
02/10/25	Email from plusnet. Good news you are due a credit for a missed engineer appointment. JUST ONE !!!!!!!
13/10/25	After phone call. Email from plusnet. Lead time for a road closure is 3 months
20/10& 9/01	Text from openreach work will be done Fri 16/01/26 8.00-1.00
20/10/25	Email from open reach  work will be done Fri 16/01/26 8.00-1.00
06/11/25	Email from plusnet after phone call from myself to say my neighbour had just had fibre broadband installed. Apparently my complaint had not been raised to the correct level.
07/11/25	Reply to above. Still need road closure Planned for 2/2/26
19/11/25	Email from plusnet. new date of 3/12/25 to review order
4/12/25	Email from plusnet. new date of 17/12/25 to review order
17/12/25	Email from plusnet. new date of 31/12/25 to review order
31/12/25	Email from plusnet. There has been a delay processing my order Appointment made for internal work on 16/01/26
09/01/26	Email from open reach . Appointment for 17/02/26 (8.00am-1.00pm)
09/01/26	Email from plusnet. After phonecall. Traffic management pushed back to 30/03/26. Appointment for internal work will not take place
09/01/26	Email from plusnet. Informing me of internal works taking place on 17/02/26. Threat of £65 fine if I am not available.
17/02/26	Text from plusnet  activation confirmed for 17/02/26

teachergirl

22/01/26	Text from Openreach work will be 17/02/26 8.00-1.00
22/01/26	Email from open reach. work will be 17/02/26 8.00-1.00
22/01/26	Text from openreach work will be done 18/02/26 8.00-1.00
23/01/26	Email from plusnet review date 28/01/26 delay due to traffic management
29/01/26	Email from plusnet review date 10/02/26 delay due to traffic management
10/02/26	Email from plusnet review date 20/02/26 delay due to traffic management
16/02/26	Email from open reach. New install date 20/04/26 8.00am-1.00pm
23/02/26	Email from plusnet review date 05/03/26 delay due to traffic management
05/03/26	Email from plusnet. YOU ARE INCREASING MY PRICE BY £3.00 A MONTH
06/03/26	Email from plusnet review date 18/03/26 delay due to traffic management
09/03/26	Phoned spoke to Harley in Sheffield . Got to speak to her manager Remi. Callback request for 6th. Traffic management for road closure on 30/03-01/04 approved. Escalation demoted to level 1. Remi going on annual leave James will look after whilst he is away.  All sent in writing. (No way to ensure however if I wish to phone and speak to them I can get the same person)
12/03/26	An open reach van goes past my window. I go and speak to the workers. I have met him before when he put in my neighbours fibre broadband 6 months ago. I say you tell me you have to close the road. He laughs and says you don’t. I say you have to put ducting across the road. He laughs again and says you don’t because he checked it last time for me. He even remembers my house number. So the house 3 and 4 doors away are getting their fibre broadband today.

Lorian

Posting here may get some traction https://community.plus.net/t5/Full-Fibre/bd-p/FTTPtrial

teachergirl

Thanks Lorian . Have also posted on there

littleboo

Its not clear from your post, do you have an internet service and its the upgrade to full fibre that the problem?

teachergirl

I am currently with BT and I aimed to switch to plusnet last year and upgrade at the same time as full fibre had only recently been made available

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/6659280/plusnet-one-year-and-counting-to-install-my-fibre-broadband

If you've been receiving BB still via BT then I think you've done well to get any compensation from PN at all, I presume "the meagre compensation I am entitled to" is on top of what you've already received? If so then you're not entitled to anything I'm afraid as far as I'm aware.

teachergirl

JSmithy45AD every time an engineers appointment is made, I will get fined £65 if I am not available. If you check my list lots of engineers appointments have been made. I have cancelled work and even rearranged a holiday so that I could be in when the engineers come. However they have never turned up.

Also had I known that it would take a year to install I would have changed my contract with BT so I was not paying over the odds.

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/comment/81920296#Comment_81920296

Presuming there's still an order in place then your other option would be to cancel it and try BT. They'll be dearer no doubt but at least they'll have more chance of talking to Open Reach if there's an issue that PN aren't communicating to you. Might be worth a new 2 year contract to get it sorted.