This topic

Broadband installation appointment not confirmed, did not happen

tledakis — Tue, 23 Aug 2022 08:38:19 GMT

Hey, I have ordered a new BT broadband at my home and the today (23 Aug) was the day the broadband was supposed to be installed, but in the order tracking page the appointment still shows as not confirmed/provisional.

What happens now? Do I keep waiting forever until someone picks it up?

Do I reschedule? The available dates are more than a week away, I wonder if next week no one confirms again and I have to reschedule again.

Are there any solutions that I haven't thought of?

Thanks, Theo

Re: Broadband installation appointment not confirmed, did not happen

PaddyB — Tue, 23 Aug 2022 10:22:24 GMT

Hi @tledakis,

Thank you for posting and welcome to the Community. If your order was for ADSL Broadband, then normally the activation can be completed without the need for the engineer to visit the address.

Have you received your Broadband equipment? Does your address have an active telephone service?

Thanks,

Paddy

Re: Broadband installation appointment not confirmed, did not happen

tledakis — Tue, 23 Aug 2022 10:45:21 GMT

Hey @PaddyB !

Thanks for the reply! I had a telephone line installed last week and the broadband installation is for g.fast 300mbit. I have the equipment but it comes with a RJ11 plug. The socket has the BT flat type plug so I am stuck. I will see if I can get a plug that fits.

But in any case I have received no communication from anyone and this does not seem to be progressing at all 😞

Re: Broadband installation appointment not confirmed, did not happen

Anonymous — Tue, 23 Aug 2022 11:11:14 GMT

~~Is there not a filter in the Hub box? Something like this:~~

See post below.

Re: Broadband installation appointment not confirmed, did not happen

Keith_Beddoe — Tue, 23 Aug 2022 11:08:13 GMT

@tledakis

That G.Fast service requires a special master socket, which is fitted by Openreach, hence the appointment, which you will need. This has dual sockets on the front, one for the phone, and the other (RJ11) for the home hub.

Re: Broadband installation appointment not confirmed, did not happen

tledakis — Tue, 23 Aug 2022 11:12:42 GMT

Thanks @Keith_Beddoe no idea what is going to happen with the appointment now

Re: Broadband installation appointment not confirmed, did not happen

Keith_Beddoe — Tue, 23 Aug 2022 11:18:08 GMT

G.Fast can be a bit of a problem to get working, especially the 300Mb service. Openreach may be waiting to appoint someone who can deal with any problems, as although the broadband checker may state it should work, the local cable pair may not be good enough. I understand the Openreach are not actively promoting that service, and are concentrating on FTTP.

Re: Broadband installation appointment not confirmed, did not happen

tledakis — Tue, 23 Aug 2022 11:37:08 GMT

Do you know if BT/Openreach have some accepted timelines for the appointments?

If this isn't going to happen soon I would just go with virgin who have a cabinet outside my door as well.

Re: Broadband installation appointment not confirmed, did not happen

pippincp — Tue, 23 Aug 2022 11:52:04 GMT

@Keith_Beddoe Sorry Keith it doesn't. The SSFP just has a GFast stamp on it. The original reason for the visit was that the engineer could check the quality of the line. GFast will also work with a "dangly filter".

Being an ex engineer I know you are aware of what the SSFP or "dangly filters" do.

If you know of a difference I'm all ears. What is so special about the GFast SSFP?*

*Note I have 2 friends using ADSL branded SSFP's on GFast and one using a "dangly filter" they all do the same thing, fitlter the DSL signal out of the phone line.

Re: Broadband installation appointment not confirmed, did not happen

Keith_Beddoe — Tue, 23 Aug 2022 12:05:59 GMT

@pippincp

I left before G.Fast was rolled out, so I was relying on what has been posted on the forum in the past. The SSFP is supposed to have better noise rejection than a standard ADSL filter, so may perform better on marginal circuits.

Re: Broadband installation appointment not confirmed, did not happen

pippincp — Tue, 23 Aug 2022 14:40:34 GMT

@Keith_Beddoe You forget what a filter actually does. ADSL, VDSL and GFast signals do not actually pass through the filter. They are on a direct path which avoids it. For a copper phone line those signals are filtered out for the phone only.

They are to prevent someting like this on the phone line.

https://www.youtube.com/watch?v=XC3uDuRXJyA

Re: Broadband installation appointment not confirmed, did not happen

Keith_Beddoe — Tue, 23 Aug 2022 15:31:34 GMT

There are issues with signal leakage into the phone path. With higher frequencies the effectiveness of the filtering will depend on how much the capacitive leakage there is across the low pass filter inductor I would suspect that the SSFP has been designed to minimise this.

There are a lot more additional components, than in a standard microfilter.

Re: Broadband installation appointment not confirmed, did not happen

tledakis — Fri, 26 Aug 2022 15:47:40 GMT

Hey all, I called them and asked to verify the appointment on the 25th.

They did verify with Openreach (the order tracking page did not show any progress though).

I am now connected as the engineer came and installed the line on the 25th 😄

They changed the master socket to one for g.fast with both a flat BT plug for the telephone and a RJ11 for the router.

Thanks for your replies!