This topic

No internet

WelshDave — Fri, 17 Jun 2022 12:23:53 GMT

OpenReach engineer came out Today to install FTTP but was only able to complete as there is a broken cable duct at the road so now have to get civil out to sort it. He said everything at the house is done BUT my wife just called me to say that our existing internet (TalkTalk) which isn't due to be disconnected until July 1st is now not working. Does the engineer usually disconnect the copper connection to the house when he connects fibre?

Thanks in advance.

Re: No internet

imjolly — Fri, 17 Jun 2022 17:03:15 GMT

the installation of FTTP has nothing to do with your existing copper FTTC connection. have you phone Talk Talk to see if they have disconnected you?

Re: No internet

Anonymous — Fri, 17 Jun 2022 17:22:48 GMT

Not clear from your post what was able to be "completed"? If he's installed the ONT in anticipation of being able to complete today, then maybe he disconnected the TalkTalk router & forgot to reconnect it?

Re: No internet

WelshDave — Fri, 17 Jun 2022 17:26:14 GMT

The internet was working five minutes before he arrived but my wife checked a few minutes after he left and it wasn't working. We called Talk talk and they said no problems with their service.

My wife called BT and was told the engineer must have disconnected it and they will send a 4G router until they can get the copper reconnected.

Just wondering why he touched it.

Re: No internet

WelshDave — Fri, 17 Jun 2022 17:30:59 GMT

I checked when I got home and the TalkTalk router is still connected to the walljack.

The part he wasn't able to complete was running the fibre from the connection unit outside down to the road due to a blocked conduit.

Re: No internet

iniltous — Sat, 18 Jun 2022 12:21:19 GMT

OR shouldn’t disconnect the existing copper service , especially if you are still in contract with another provider until July 1st,

Its possible the OR tech has somehow managed to cause a fault on the copper pair line trying to get the fibre cable into the same duct , the only common point would be the blocked duct from your home to the joint box , or irrespective of what TT have said, TT have disconnected your copper service earlier than agreed….there is no ‘connection’ between the copper and fibre network apart from the physical infrastructure they share ( like ducts , joint boxes etc ).
If you were keeping the phone number you have with TT and porting it onto the BT FTTP , it could be by the engineer closing the task , it triggered the completion of the transfer of the number to BT , TT would cease your service irrespective of the date they said in these circumstances

Re: No internet

WelshDave — Mon, 20 Jun 2022 06:39:14 GMT

That sounds more than likely yes!

4G router arrived Saturday morning and I am quite surprised at how well it is performing.

Just a matter of waiting for Civils to sort the duct problem and then get the connection done and we should be good to go. BT are reporting that OpenReach are saying civils will be done on or before 24th.

Re: No internet

WelshDave — Tue, 28 Jun 2022 07:26:21 GMT

We received a revised date for Civils to come out and sort the underground ducting and that is this morning so I am HOPING by the end of Today to find my connection is finally working as it was due to be live on June 17th.

Guessing we will get the £5 a day compensation for the everything not being activated on the day it should be!?

Watch this space...

Re: No internet

WelshDave — Tue, 28 Jun 2022 10:27:32 GMT

Told by BT that OpenReach Civils would be out at 08:30 this morning to get the duct sorted and get our connection live and as of 11:30 they are a no show! Wife called BT at 9:30 and was told yes they will be there this morning!

I've never seen such a waste of time as this, we are 11 days past our activation date with no service whatsoever....

Re: No internet

pippincp — Tue, 28 Jun 2022 10:33:00 GMT

Is your 4G router no longer working?

Re: No internet

WelshDave — Tue, 28 Jun 2022 10:34:57 GMT

I get 2 Mbps using it which is next to useless.

Re: No internet

WelshDave — Tue, 28 Jun 2022 13:29:06 GMT

I just called BT again and they are still stating that it says "Completion by end of day 28/06/2022 but as I told the agent we were told that it would be 08:30 this morning and all she could say is perhaps it was changed to an afternoon appointment.

If nobody shows Today is there any kind of reimbursement we can claim for a missed engineers visit?

Are there any moderators on this forum who can look into this and help? Iam happy to PM you my details including BT Account Number and Order Number. Can also provide my ONT Serial Number if that helps?

Thanks in advance

Re: No internet

gg30340 — Tue, 28 Jun 2022 14:14:22 GMT

See link re compensation.

Automatic Compensation | BT Help

If you have not already done this call the FTTP team on 0800 587 4787 to see if they can chase things up.

Re: No internet

WelshDave — Tue, 28 Jun 2022 14:18:54 GMT

We have been calling the FTTP line several times a day since the 17th and we are getting nowhere with it...

Re: No internet

gg30340 — Tue, 28 Jun 2022 14:21:19 GMT

The moderators can not deal with FTTP problems so all you can do is keep calling the FTTP team.

Re: No internet

WelshDave — Tue, 28 Jun 2022 14:23:56 GMT

OK thanks

Re: No internet

pippincp — Tue, 28 Jun 2022 14:42:05 GMT

@WelshDave The civils team are not engineers so I cannot see how you could claim for a missed engineer appointment.

Is "completion by" for the civils work or the connection?

Even when the civils work is completed it still requires an engineer to complete the connection.

Re: No internet

WelshDave — Wed, 29 Jun 2022 06:25:36 GMT

We were told by 3 different members of the FTTP team that civils would also complete the connection so there would be no further engineer visit needed. How true that is I really don't know as we were promised multiple times that everything would be complete by the end of the day 0n the 28th but we saw no sign of OpenReach Yesterday.

The woman my wife spoke to on the phone last night was told that a Civils appointment DOES count as a missed engineer appointment and said a payment for missing the appointment would be applied to our account but again how true that is I don't know.

We have now been without telephone service, broadband, and TV since the 17th. I have an autistic child and autistic wife and they have a very tough time dealing with anything that isn't within their normal routine so they are at their limits. I work a hybrid role and usually work three days a week from home but since the 17th have had to come into the office every day.

All we get every time we call is another broken promise...

Re: No internet

WelshDave — Wed, 29 Jun 2022 09:25:11 GMT

Another call to the FTTP team and no updates on where they are at. Told that if nobody shows Today to check back with them Tomorrow for an update. Almost 2 weeks and counting....

Re: No internet

WelshDave — Wed, 29 Jun 2022 12:11:12 GMT

My wife called BT earlier to see if there any updates and was told Civils are very busy and will get to you when they can and have nothing in the system to say when they will do it.

Wife asked about cancelling and was told that because no services have been delivered we could cancel with no penalty if we wanted to - nice approach to customer services!! Problem is we wanted everything through one provider and now that PlusNet have stopped doing TV that only leaves TalkTalk and that's who we came from because or rubbish broadband speeds....