This topic

Can I cancel my FTTP order if I don't like the connection route they choose?

Alcibiades — Wed, 06 Apr 2022 17:44:47 GMT

I'm in a bit of catch-22 situation. I would like to buy a FTTP service, but only if the engineers connect it to a specific part of my house. If they are unable or unwilling to do so, I don't want to go ahead. However, I don't know if it's possible to order the service with this condition, and I don't want to be lumbered with a 2-year commitment to service that I can't use. Would anyone know if it's possible to order a BT service subject to the home owner's approval? I've tried to speak with BT but I keep going round in circles.

Some background : I'm not a current BT customer and there is no BT service to my house. I live in an urban area and FTTP is available from the pole right outside my back door.

So far so good. However, my house has an old and long-disconnected analogue line connected to the gable wall. This line connects to the corner of the house and is cut off just below that. If I get a new FTTP service, I want a new connection to a different wall (still close to the pole) and ideally the old analogue line taken away. If the FTTP engineer is unwilling or unable to to do, or insists on running the line to the old connector then I don't want the service at all and I would like to cancel the whole thing.

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

dai_bonehead — Wed, 06 Apr 2022 17:47:15 GMT

I'm pretty certain they'll place the new line where you want.

If they can't, then I am also pretty sure that you can cancel the order as you will not have taken delivery of the service.

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

licquorice — Wed, 06 Apr 2022 17:53:31 GMT

Where your current copper line goes is totally irrelevant.

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

-Richie- — Wed, 06 Apr 2022 18:52:30 GMT

There is also the option of an ONT move which costs just under £100 if you're unhappy with the location on a standard installation.

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

gosforth — Wed, 06 Apr 2022 19:57:21 GMT

You mentioning POLE just behind your house…

Are You sure, as FTTP will be installed and not FTTC?

(you can easily check what’s available for you at BT Wholesale checker: https://www.broadbandchecker.btwholesale.com/#/ADSL )

However, most likely you will be able to intervene about where you want to be service installed, as they will not use former copper line, which in addition is not in use (as it’s terminated as you mentioned).

If You will be unable to find agreement with engineer, most probably service installation will can’t go ahead and further investigation/request will be raised, in which case, you could say simply NO

Only trouble, which might occurs is, if engineer attend when you are not at home and simply install most of the installation outside your house (they however tend to install ONT inside, just because it require power socket anyway). But you might know installation day and time, which might eliminate this…

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

licquorice — Wed, 06 Apr 2022 20:48:17 GMT

Why would you think that there being a pole precludes FTTP? FTTP can be either underground or overhead fed.

The ONT is ALWAYS fitted internally, it is not an external device.

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

gosforth — Wed, 06 Apr 2022 21:04:51 GMT

Combination of “rural area” and pole might be either FTTP or FTTC (many times more likely).

I know at least about 3 installation when engineers want to install FTTP just on outside wall of the house (even it ended up with ONT installation inside).

However, can’t comment why they even try say something like that at concrete situation, but might be sort of misunderstanding in my opinion at the end…

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

jac_95 — Wed, 06 Apr 2022 21:15:10 GMT

Just to say if fibre has only just become available to that area it's likely to be FTTP as the policy has switched to full fibre first.

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

Alcibiades — Thu, 07 Apr 2022 07:29:01 GMT

Thanks - I'll give that a try. I work from home so it's very unlikely that the engineer will call when I'm not here.

Thanks for your help and also to other commenters on here.

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

JamesBand5 — Thu, 07 Apr 2022 16:35:46 GMT

@Alcibiades

There are two main elements to an FTTP installation by Openreach:

1. Feeding a fibre cable from the nearby Connectorised Block Terminal (CBT) (which is likely on the telegraph pole by the sounds of it in your situation) to a new Customer Service Point (CSP) box that will be fitted on the outside of the property (which does not involve the entry of an engineer to the property)

2. Installation of an FTTP modem – known as the Optical Network Termination (ONT) – inside the property. The Router/hub (usually provided by the broadband provider) will be connected to that.

Typically, installation (of both elements) takes about two hours.

The old "Master socket" and copper line are effectively irrelevant. There’s usually flexibility on where the ONT modem is installed, so you do not have to locate it next to your existing telephone point. From what I understand, the fibre wire coming from the CBT (on the pole) needs to be secured to the top of the property and will be run down the outside of the house accordingly and the CSP would be placed within a certain range depending on the length of this outside cable. The ONT then would be in a certain range of the outside CSP for them to run fibre cable on the outside at ground level and then drill in.

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

Alcibiades — Thu, 07 Apr 2022 16:41:58 GMT

Thanks - it would suit me better to have the CSP connecting through to a room on the 1st floor and not ground floor. Do you happen to know if they allow that?

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

pippincp — Thu, 07 Apr 2022 17:54:34 GMT

Yes, they have installed on the first floor before.

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

iniltous — Thu, 07 Apr 2022 17:59:16 GMT

If your property is served overhead , in the past the installer probably would prefer to install the master socket in a 1st floor room ( normally a bedroom ) as it’s less cable on wall , but as the fibre from the pole has to terminate on a CSP , before continuing to the location of the ONT ( using a different optical cable ) then the splice that is required in the CSP would be easier done on the ground floor , not at the top of a ladder.

To do what you want , would mean that the cable from the pole has to attach at a eves level , then be run to the ground floor level, then the ‘internal’ cable run back up the wall to the first floor level then taken inside the property , chances are the installer would do this , but I doubt you could get a guarantee that if the installer didn’t do exactly as you wanted you could simply say don’t bother …having said that , if after discussion about where the cables should run, you were not happy with where the installer was prepared to fit the ONT, (but before work starts) , you said ‘don’t bother’ , it’s likely that the job wouldn’t be booked off as done, giving you the opportunity to cancel the order.

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

pippincp — Fri, 08 Apr 2022 02:23:12 GMT

@iniltous An Openreach engineer would most likely do as you stated but I doubt a conterator would do as they are paid by job and want to get it done as quickly as possile and on to the next one.

The CSP has to be on the ground floor due to the equipment to perform the splice.

The fact remains if the customer is not happy with what the installer wishes to do then the customer can refuse the install and the conract will be terminated. The install is always discussed first with the installer, contractor or Openreach one.

The OP needs to deicide if he wants FTTP or not.

Re: Can I cancel my FTTP order if I don't like the connection route they choose?

gg30340 — Fri, 08 Apr 2022 17:50:44 GMT

It would appear that this thread is making very heavy weather of this.

When the install engineer comes to install your broadband, you will be able to discuss what you want and if the engineer can not do as you wish he/she will give a reason as to why it can not be done and he/she will propose how it will be installed.

You will then have to decide if what the engineer proposes is acceptable to you and if it is not then you just stop the install in it tracks and cancel your order.

It will of course mean that you will not have FTTP installed because no matter which FTTP provider you choose, with the exception of Virgin, they all use the Openreach infrastructure and assuming that the install engineer is correct regarding why your chosen install route and the reason why it can not happen any following requests for FTTP will be met with the same proposed route.