This topic

FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

RossB182 — Tue, 10 Nov 2020 20:15:52 GMT

Hi,

I am hoping somebody can help me, I feel like I am at my wits end.

After months of chasing Openreach and having BT FTTP broadband incorrectly subscribed to and then cancelled( as it was not actually installed. Finally, We have recently had FTTP installed within our apartment block( About 2 weeks ago), with the invisilight OFS box installed above each flat entrance door.

There has been no update on the BT or Openreach broadband checker to say it is available in our block. In fact, it says our block is not in the plans for upgrade. I appreciate these things can take a little time post install. However, as there were some issues with this block address' previously being updated on the checker. However, on Superfast Essex website it shows it has been installed and completed, which is why I am concerned the address may be the reason. My current BT account is set up on an account address that doesn't technically exist.

Openreach cannot be contacted with the best will in the world or I cannot get in touch with them to get an answer.

I have been in touch with BT and they have been in contact with Openreach, and the response they got back was that there were no records of the install, which is my reasoning for posting this.

All I need to know is an approx. time frame from when all install has been carried out to when it should be available to purchase via BT?

Is there a request that can be sent to them via BT to update this so I can order.

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

iniltous — Tue, 10 Nov 2020 20:35:02 GMT

Is it definitely an Openreach install, what you describe doesn’t sound like OR’s method of provision, so unless it’s some sort of trial area to test a process , perhaps it’s nothing to do with OR.

Not all BDUK funding went to OR , so it may be an alternative network provider has provided this.

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

RossB182 — Tue, 10 Nov 2020 21:33:57 GMT

Hi,

Thanks for the reply.

On the Superfast Essex page it says it is "Completed by Openreach and Superfast Essex". ~~We have seen and spoken to the Openreach engineers.~~

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

RossB182 — Tue, 10 Nov 2020 21:33:41 GMT

Hi,

Thanks for the reply.

On the Superfast Essex page it says it is "Completed by Openreach and Superfast Essex".

Correction, it may not have been Openreach on speaking to my other half. If it wasn't where does that leave us?

Thanks for your help in advance.

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

pippincp — Tue, 10 Nov 2020 21:45:33 GMT

Where in Essex are you? If it's a commercial rollout it could be a number of providers.

Check out this page. https://www.superfastessex.org/commercial-operators/

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

RossB182 — Tue, 10 Nov 2020 21:45:06 GMT

Hi Pippincp

I am living in Braintree.

Thanks,

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

pippincp — Tue, 10 Nov 2020 21:47:34 GMT

Possibly Gigaclear. Check on the page given above.

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

RossB182 — Tue, 10 Nov 2020 22:01:29 GMT

If it is Gigaclear, what does that mean?

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

RossB182 — Tue, 10 Nov 2020 22:07:48 GMT

There is a contractor marking on a Yellow label called either SITCE or SACE handwritting is poor. Any ideas?

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

pippincp — Tue, 10 Nov 2020 22:10:08 GMT

You order from them, they have their own FTTP network. Don't know what the yellow label means.

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

licquorice — Tue, 10 Nov 2020 22:14:14 GMT

I suspect it is Openreach.

https://www.lightwaveonline.com/fttx/cables-enclosures/article/14035592/openreach-chooses-ofs-invisilight-solution-for-uk-mdu-deployments

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

RossB182 — Tue, 10 Nov 2020 22:20:56 GMT

I believe you are correct. Superfast Essex Address chwcker tells me it is OR.

The frustrating thing is there is no way to contact them over the phone to find out.

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

pippincp — Tue, 10 Nov 2020 22:26:20 GMT

BT's FTTP team should be able to help you if it's an Openreach product. 0800 587 4787

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

licquorice — Tue, 10 Nov 2020 22:26:45 GMT

Are you speaking to the FTTP team on 0800 587 4787 they should be able to resolve this

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

RossB182 — Tue, 10 Nov 2020 22:28:24 GMT

Thank you both, I will call them tomorrow.

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

RossB182 — Wed, 11 Nov 2020 21:40:46 GMT

Called them today and they said they cannot do anything until Openreach update their system.

A company which they have closed all communication to the public apart from complaint!

Really poor system!

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

RossB182 — Thu, 12 Nov 2020 18:27:52 GMT

I got sent an person from Openreach email showing photos of the fibre boxes installed about the flats and snipped an image showing the broadband being available from Superfast essex.

This is their response:

"...I have looked in to this and can see that the Fibre equipment has not been commissioned yet. I will get in touch with the MDU Specialist to see where we are with the process and try to get an update for you. I will be in touch as soon as I have an update.

What does commissioned mean? Can anbody shed light as to this?

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

pippincp — Thu, 12 Nov 2020 18:53:15 GMT

It hasn't been connected to the head end and tested. That is why you cannot be ordered yet.

Once they get back to you saying it's been commissioned you'll be able to order.

Re: FTTP Installed Above Flat Door, Not Available on Openreach and Issues with Address

RossB182 — Thu, 12 Nov 2020 18:55:18 GMT

Thank you for your response and help much appreciated.