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Missed installation appointment - unable to get any answers or updates

SLC2000 — Mon, 27 Jul 2020 14:32:10 GMT

Hello all.

I placed an order for a landline and Fibre 1 broadband on the 7th July. The installation date provided was 23rd July, between 0800-1300.

Having waited in all morning, no one arrived. I called BT for an update. After over 90 minutes of being on hold, and 3 disconnected calls, I was told the installation was cancelled by Openreach as it wasn't a fibre install. Except of course, that it was.

I was promised a call today (Monday 27th July), but so far no one has contacted me. I tried calling the help line, but I was cut off after 10 mins the first time, and 38 minutes the second time.

There's no live chat option, or email address I can use to contact anyone.

Does anyone have some advice on how I can proceed? I can't stay on hold all day, but I don't see any other options.

With thanks,

Paul

Re: Missed installation appointment - unable to get any answers or updates

imjolly — Mon, 27 Jul 2020 14:36:30 GMT

is this a new phone line?

are you getting FTTP or FTTC?

Re: Missed installation appointment - unable to get any answers or updates

SLC2000 — Mon, 27 Jul 2020 15:35:20 GMT

Yes, it's a new phone line.

FTTP. I'm in a building that was converted to flats. I'm on the second floor. The main Openreach distribution panel is in a service cupboard on the ground floor.

Re: Missed installation appointment - unable to get any answers or updates

Barneyabz — Tue, 28 Jul 2020 07:17:34 GMT

Call the dedicated BT FTTP line, 08005874787, they tend to answer straight away.

Re: Missed installation appointment - unable to get any answers or updates

iniltous — Tue, 28 Jul 2020 08:26:29 GMT

FTTP and a multi dwelling unit (MDU) with a ‘distribution panel’ on the ground floor from OR ?, do OR pre cable these type of installations, how would an interconnect work ?
AFAIK, some niche FTTP suppliers that target MDU, in effect provide a fibre to the utility area of the building then run an Ethernet cable to each individual dwelling , this isn’t the usual way OR deliver domestic FTTP, and if the developer of the building provided some sort of optical patch panel from the utility area to each flat , would OR use it, by doing so , taking on liability for its upkeep ?
Are you sure it’s FTTP you are getting ?

What you describe is common enough with traditional copper pair service because the demarcation point is in the utility area and should a fault occur the ‘line’ can be split for testing purposes ( to prove where the problem is, internal within the building or external and OR’s responsibility,) not something that can be done with a ‘fibre’ that is continuous to the ONT ,