This topic

7 Months for BT FTTP Install and still waiting...

shrey — Wed, 03 Jun 2020 20:28:13 GMT

Hi All

I placed an order for FTTP on 10 Dec 2019. It was supposed to be installed before the end of the year. First OpenReach engineer said the conduit was blocked and would have to be cleared before install. Fine. I called BT, order still in progress, but install dates being moved. Second engineer comes out and asks if it has been installed (?). He took some details and left. Called BT again and got a date for the dig team. This now mid Jan 2020. Another engineer comes out and tell me the conduit is blocked and will need to be cleared. I said, I know that because the previous engineer had already marked an 'X' or where to dig. Another call to BT. A dig team comes out. My name & address on their worksheet, but wrong photos and as it turns out wrong area and wrong person. Another call to BT. I now also have a OpenReach case worker. New dig supposed come out by end of Feb, then they realised it was the wrong exchange. So now new order is created and linked to original order and dig team will be out mid march, just before lock down.

Guess what. No dig team. I stop calling BT, as I'm not an urgent case or key worker. Now lockdowns are being lifted, call BT to see what is going on. I get a £300 compensation (nice), but still no word on when I'll get connected. Call again a week later, they OpenReach tell them dig team will be here 28 May, outside work to be completed on 1 June and indoor work 10 June (conditions allowing).

Called BT this morning. A new note on my account. Now dig team will be here on 15 June and that note was placed minutes after I had last spoken to them.

I understand the current situation with Covid-19, but all of this should have been done before the lock down and I would have thought a priority after the lockdown.

Dig team showed on 28 May. Conduit has been unblocked - or would have been if there was a conduit!

After much digging by the contractors, the put in an unblocked conduit! I would like to add the contractors very very professional and friendly. Left the pavement and my front better than when they arrived.

I now have a blue rope in front of my door ready for OpenReach to come and pull through the Fibre. That's scheduled for Monday.

Well, Monday is almost finished and no OpenReach.

Called BT who contacted OpenReach who said they had escalated the work to be done by the contractors (the dig team)! I had called BT on Friday and Saturday telling them it has been done and that I have the blue rope by my front door.

Now I'm waiting for the dig team to update their status, so OpenReach can come lay the fibre and then do the inside work. At the speed that this is going I might get FTTP by Christmas! It's only 6 months away and it's taken 7 months to get to here!

Called BT Tuesday evening. They confirmed with OpenReach that they will be out on Monday 8th June to lay the cable and then 10 June to do the internal work.

Great!

I call them on Wednesday morning to confirm for Monday 8th, as order tracker still said they would be coming today. BT confirmed with OpenReach that they will be out on Monday 8th.

Just logged into BT Order Tracking. External work now pushed back to estimated 19 June and Internal work confirmed (with whom, I don't know) on 30th June.

Me: What The ....?

I called BT at 8pm. OpenReach closed at 7:30pm so no further info from them, but note on my account from 7:45pm stating dig work needed to be completed. Again Huh? It's done. Blue rope outside my house ready to pull the fibre through!!! The note said an engineer had come out (no they didn't) to inspect. Well if they did I would have seen them. I was home all day (like we're supposed to) and he would have seen the blue rope.

And OpenReach have been to wrong address a couple of times before, so they may have gone to wrong house in. another part of the country!

I will have to call in the morning to get BT to shout at OpenReach. So tempted to cancel the order and reorder, but could loose out on goodwill payment.

Arrrhhhhgg!

Any help would appreciated.

Shrey

Re: 7 Months for BT FTTP Install and still waiting...

pippincp — Wed, 03 Jun 2020 21:41:31 GMT

Get email confirmation of install and claim compensation until done.

If you are lucky @Starwire may be around and give you further info.

Re: 7 Months for BT FTTP Install and still waiting...

Carlusha — Wed, 03 Jun 2020 21:41:08 GMT

@shrey Being deaf, I haven't a clue how I would have coped in a similar situation, especially as the Chat facility is unmanned during the pandemic.

You deserve an award for your patience!

Re: 7 Months for BT FTTP Install and still waiting...

Starwire — Thu, 04 Jun 2020 10:50:47 GMT

Ain’t got nothing.

Sounds like a case of, ‘Not my job mate’ and no one wants to deal with it.

Re: 7 Months for BT FTTP Install and still waiting...

shrey — Thu, 04 Jun 2020 10:54:22 GMT

Spoke to BT this morning. They called OpenReach to clarify what is going on.

OpenReach's reply: They don't enough engineers (fair enough) to cope with the work load, so they pushed back by appointment.

My reply: Why didn't they just put that in the notes instead of claiming they were waiting for the dig work to be done?

BT Said: That is what they should have written down.

OpenReach reach did say the appointment would probably move forward and get done before the 19th.

I not holding my breath!

Re: 7 Months for BT FTTP Install and still waiting...

shrey — Mon, 08 Jun 2020 10:21:52 GMT

Appointment pushed back another month!

Getting fed up

I think they're waiting until I give up

Re: 7 Months for BT FTTP Install and still waiting...

busterboy1 — Mon, 08 Jun 2020 16:51:05 GMT

Shall we have a wager who gets connected first. 😂

As you already know I have been waiting 2 years now but getting closer hopefully.

I've seen enough of these emails to last me a lifetime.🙄

Re: 7 Months for BT FTTP Install and still waiting...

shrey — Mon, 08 Jun 2020 16:11:22 GMT

I have been assured by BT twice today and by text that OpenReach will arrive tomorrow!

Drinks after lockdown and instal to celebrate?

Re: 7 Months for BT FTTP Install and still waiting...

busterboy1 — Mon, 08 Jun 2020 16:15:35 GMT

Mate I will buy the first round.😁😁

Re: 7 Months for BT FTTP Install and still waiting...

shrey — Mon, 08 Jun 2020 17:44:19 GMT

Called BT a third time just to confirm!

Paranoid or what?

I'll keep you updated

Re: 7 Months for BT FTTP Install and still waiting...

jparnell82 — Mon, 08 Jun 2020 17:52:03 GMT

What are they coming to install tomorrow? I've lost track....

Re: 7 Months for BT FTTP Install and still waiting...

shrey — Mon, 08 Jun 2020 18:03:39 GMT

You and me both!

They are supposed to be pulling the fibre through and leaving it buy the door in a coil I guess. Ready for the internal work.

Re: 7 Months for BT FTTP Install and still waiting...

jparnell82 — Mon, 08 Jun 2020 18:11:25 GMT

That's the stage I'm at. What date do you have for your internal install?
Mine was pushed back to 8th September and have been told I have to wait for a possible call from openreach to the bring it forward

Re: 7 Months for BT FTTP Install and still waiting...

shrey — Mon, 08 Jun 2020 18:24:30 GMT

They haven’t given me a date for that. Currently according to order tracking it 19 July for external work and 24 July for internal.
As they are coming tomorrow (fingers crossed) I’m guess my internal install date will be moved forward.

Re: 7 Months for BT FTTP Install and still waiting...

jparnell82 — Mon, 08 Jun 2020 18:44:13 GMT

Hmmm that's what I thought with my order as well.... External work completed last Saturday (30tha May) but my appointment has been left as September 8th and been told openreach may call me to bring it forward. BT say they can't change this. Will be interested to know how you get on.

Re: 7 Months for BT FTTP Install and still waiting...

shrey — Wed, 10 Jun 2020 16:13:40 GMT

More update (or the lack of)

I was contacted by BT Complaints and higher ups at OpenReach.

They assured me OpenReach would be at my place today 10 June. Guess what? They didn't show. I called BT through the FTTP team. I should have called via my Complaints Case Handler. She called me while on the phone to BT.

OpenReach told them that they didn't pick up my job as they didn't have the man power to complete it. Fair enough. Would have been nice if they told me. Now they are saying they will complete the job by early next week! Should I hold my breath?

Contacted higher ups at OpenReach and they apologised for the delay and would secure another date for me. I should get more info tomorrow.

We shall see. Hopefully the team that is going to do the outside work have been given a telling off. (I wish) And will be doing the work tomorrow or the day after.

Can't wait! The delay does not bother me, but it's the frustration in not knowing and waiting for nothing to happen.

Oh Well.

Re: 7 Months for BT FTTP Install and still waiting...

shrey — Fri, 12 Jun 2020 15:27:47 GMT

Exterior work done!

I have a coil of fibre siting outside my house!!

I am now waiting for indoor install which should be early next week.

Re: 7 Months for BT FTTP Install and still waiting...

jparnell82 — Fri, 12 Jun 2020 15:29:14 GMT

Wow! congratulations

Re: 7 Months for BT FTTP Install and still waiting...

busterboy1 — Fri, 12 Jun 2020 16:44:16 GMT

Drinks in the fridge ready for the party.😁

Re: 7 Months for BT FTTP Install and still waiting...

pippincp — Fri, 12 Jun 2020 16:51:25 GMT

Things are looking up then.😃