This topic

The nightmare of a new build and broadband!!

insithil — Sat, 15 Aug 2020 10:13:50 GMT

I got a house recently, new build. Moved in and foreman showed me the FTTP box fitted on the house and told me I needed to contact BT to order broadband, and they would in turn request Openreach to connect the house to the network.

I had nearly 10 calls between Openreach and BT, both always saying it wasn't up to them, sending me to developers, builders, etc. No one was of help!

Address has been registered with royal mail for weeks now, so it's not like it's doesn't exist.

Finally was able to get a landline ordered with BT, but sadly, not for 2 weeks, which meant it would take longer to get broadband. I am now working from home like many others and risk being fired if I cant get a connection. Order was placed and in the meantime I got myself 4G mobile broadband with another provided, to cover the gap. I got an email today the order was cancelled saying "New Build Verification" saying Openreach had identified that my property was registered with them as a new site and they'll decide what work was needed in order to get this going.

Rang and was told there was no obvious notes or reasons listed as to why it had been cancelled so they put me back with sales to do the thing again. Again, another credit check and all that. Seriously annoyed by that at this point. Now I've been given a set up date for the engineer for the 8th of September for that landline. I definitely can get fired if this 4G thing doesn't work too well (never trusted mobile broadband, can have really terrible speeds) and no one is taking any responsibility over the connection. If I call openreach they just tell me to go back to service provided, service provider tells me go to openreach or developers. Developers tell me they've never needed to be bothered by a new buyer about this, so now I don't know. The bottom line is, it's a nightmare, I may lose my job because of this, and it's NOT the right situation out there for that, with this covid stuff still ongoing.

Re: The nightmare of a new build and broadband!!

garybs29 — Sat, 15 Aug 2020 10:59:06 GMT

If theres an OR ONT there then have you spoken to the FTTP team on 0800 587 4787? It may be that it's not signed off as ready for service but I'm sure if you can give the serial number off the box they should realise it's installed already & should be able to order broadband

Re: The nightmare of a new build and broadband!!

insithil — Sat, 15 Aug 2020 12:09:03 GMT

Yep, that's when they told me to go back to developers so they talk to open reach, to which I was told they were not doing that. But yes, the box is there, one green light for power and the next one to it flashing green. Called out the serial number to them too, but like I said, was told to go somewhere else.

Re: The nightmare of a new build and broadband!!

pippincp — Sat, 15 Aug 2020 12:27:01 GMT

BT Retail cannot do anything until the issue is sorted out between the developer and Openreach.

You might want to point the developers to THIS

Re: The nightmare of a new build and broadband!!

insithil — Sat, 15 Aug 2020 12:56:35 GMT

Yep, already spoke to developers that told me they had nothing else to do, and it was up to openreach to connect the house to the network

Re: The nightmare of a new build and broadband!!

insithil — Tue, 18 Aug 2020 18:27:09 GMT

Called today as I had been told over the weekend to call to speak with new connections.

Was told Openreach was evaluating the decision to either connect my house or wait to connect new parts of the estate (I get the "one and done" approach but who are they to determine if I should wait?). Was told my case was being sent to offline and not much more could be done now but wait to see if Openreach was going to wait to connect more houses in one go (which would be next month) or if they could connect me sooner.

I explained I need broadband to work and I risk losing my job because of this. I can't depend on a sketchy 4G mobile broadband to work,and definitely can't risk losing my job considering how things are at the minute with Covid.

I also explained builders last week tore a whole in the footpath of my street and put in a cable and after they covered I noticed the thing read "BT" outside (cement covering). I asked one of the guys who told me after that the street would be connected and I should be ok.

We'll, see, but certainly can't be waiting forever

Re: The nightmare of a new build and broadband!!

insithil — Fri, 21 Aug 2020 17:38:56 GMT

Well, this is absolute shambles!

Looked at my order today and sure enough, "engineer visit cancelled". Did I get a call from BT? Heck no.

Half an hour on the phone with BT I'm given the pathetic answer that "Openreach says there's no copper there, so they can't connect a landline". Well thanks, Captain obvious!! I told repeatedly on every single call I've had that the FTTP box is within my house and it's clearly set up for it and not copper. Yet, making an order for a landline was "the only way to force an order so an Openreach engineer can go connect your house". Seems no one thought that if there's no copper and your phone line depends on copper you're not gonna get anywhere with that.

Sweet Jesus Christ, I've lived in 3 continents and several countries and never have I seen such pathetic service and no will to work or get business. You'd think any company out there is eager to get business during covid, but seems this doesn't apply to Openreach and BT.

Was told to ring in 24 hrs to ask to speak with "service" so they can place a new order. What for? I asked thinking I'm gonna be in the same place in 4 or 5 days... "No, well, they'll see what can be done". Truly, this is a disgrace.

I got fed up called Sky, who told me if it's a new build they can't do anything for me, it has to be BT (surprise, surprise, another company that wants 0 business.)

Called then to ask to speak with FTTP team. At first the agent had no clue what I was talking about. Was passed with someone who basically brushed me off saying "if you've moved to a new build house, call Openreach, if we haven't been able to order anything for you twice, I can't do anything else".

Great work BT. I will certainly sue you guy when I get fired for being unable to work.

Re: The nightmare of a new build and broadband!!

pippincp — Fri, 21 Aug 2020 17:46:30 GMT

Who are you ringing if you have to ask to speak to the FTTP team. You've already been given their direct number in post #2.

Re: The nightmare of a new build and broadband!!

insithil — Fri, 21 Aug 2020 17:49:52 GMT

0800800150

Re: The nightmare of a new build and broadband!!

pippincp — Fri, 21 Aug 2020 17:53:03 GMT

Use this number. 0800 587 4787

Re: The nightmare of a new build and broadband!!

insithil — Fri, 21 Aug 2020 17:57:17 GMT

Number dialed on August 10, send me packing to Openreach, saying they couldn't even find me, even though the address is registered with Royal Mail for a month now.

Re: The nightmare of a new build and broadband!!

insithil — Sun, 23 Aug 2020 13:35:05 GMT

Called again today to that number, lady told me after speaking with Openreach that according to Openreach I don't exist, yet she can see my address exists on Royal Mail (it has for a month now). Promised to give me an update in 3 days and lodged a complaint for me, too.

Re: The nightmare of a new build and broadband!!

insithil — Fri, 28 Aug 2020 23:15:25 GMT

Got a call today, 5 days after I last called.

In short: BT has decided to wash their hands on this. They blame Openreach, saying that they have told them they are aware this is a new estate but they haven't decided what they'll do. Seems like Openreach wants to wait until there are more houses done to connect people all in one go. I am the first house built of the last 2 streets of the last phase of this estate. Houses that were finished a few weeks before me are nearly all on same situation.

BT also told me I have to go to my developers to demand they force Openreach. I had done that more than 3 weeks ago and they nearly laughed at me saying they never ever have had to do any of this for any customer of the estate, that they leave houses ready to be connected to the network (this is true) and they inform Openreach when things are ready.

BT has closed my complaint as they can't do more and Openreach has basically told me that they can't do absolutely nothing without BT's request. Apparently that I am the owner of the property and I'm the one with an issue is pointless to them.

So, between Openreach and BT, I'm bound to be fired shortly, as this 4G broadband **bleep** can't really give a reliable speed and is useless for zoom video calls.

Great work!

Re: The nightmare of a new build and broadband!!

pippincp — Fri, 28 Aug 2020 23:25:27 GMT

See if you can make any headway with the Openreach twitter team tomorrow. @OpenreachHelp

Re: The nightmare of a new build and broadband!!

insithil — Wed, 02 Sep 2020 22:27:17 GMT

Unfortunately it did not work. I ended up being told that I am not Openreach's customer, the developer is and it is up to the developer.

Developer insists house is ready to be connected to grid and signed off. The only tidbit I got, I got from the guy handling my complaint in BT, which was that the guy running the show for Openreach for this development knew about situation but basically they had not decided what to do. And while I decide, I can lose my job. Superb! 😕

Re: The nightmare of a new build and broadband!!

Starwire — Thu, 03 Sep 2020 08:24:18 GMT

What are the lights on the ONT, Specifically the LOS Light and the PON Light?

If the LOS Light is Red then that would indicate it has no Light Source so either the PON hasn’t been built yet or the Head End hasn’t been lit up.

If the PON is Green but Flashing then that would indicate it has a Light Source from the Head End and would need a Profile Build doing for an OGEA Service.

Re: The nightmare of a new build and broadband!!

insithil — Thu, 03 Sep 2020 08:25:32 GMT

Second scenario, green flashing light. I have told this every time I have spoken to BT and Openreach but they don't really care much for that detail

Re: The nightmare of a new build and broadband!!

Starwire — Thu, 03 Sep 2020 16:29:26 GMT

At least that means the PON is built and lit up at the Head End.

I can’t understand what the issue is, I think you’re unfortunately a victim of Computer Says No and Call Centre Politics.

Re: The nightmare of a new build and broadband!!

insithil — Thu, 03 Sep 2020 17:48:13 GMT

I managed to get Openreach to call me today. Someone was looking into it and told me she tried to pin down my plot details but was trying to get confirmation from the FBC/his manager. They will confirm details and arrange for the plot to be called off or advise what steps are needed. After that is done they will need to send to the contractors to complete any work that needs to be done.

She told me that if she heard back today or tomorrow before 2pm she would update me further, if not she would ask a colleague as she was on leave next week but to trust that the issue was now being looked at to be resolved.

This said ..... A day after I got my keys and started to move my footpath was brokened up and a big ditch was opened and they started to put up cables. Those cables, I was told, were for BT. When they covered the thing, there was this box where you could see it said "BT". Cable carried on down the street (which is barely built after my house). Few days later they put up a cabinet and I could see cable not only carried on down the street, but up and into the cabinet. Today, right from where the cabinet is, they cut the street open, and laid cable from the cabinet to the other side of the road. Clearly, to me, they were giving out houses sooner than they should've. But seems to me, as more people are moving in soon, that they will need to connect a bunch all in one go. This matches with what the guy from BT told me when calling me about the complaint, that Openreach had not decided what to do, if wait until more was done and connect a bunch all at once, or if connect houses as they were completed. I feel I am "paying the price" of being the first one in, tbh, but if anything, maybe what this person that called me today has started, will help to get me to have it all sorted eventually (when, I don't know)

Re: The nightmare of a new build and broadband!!

Starwire — Fri, 04 Sep 2020 05:17:19 GMT

Given you have a Flashing Green PON they’ll be nothing left to physically build, at least not on the Openreach Side of the Network anyway.