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Fibre cable connector broken by builders - BT think they can fix remotely.

DanielEbrahim — Fri, 07 Oct 2022 18:04:38 GMT

Hi,

I’ve had builders in and had a full house rewire.

I have FTTP - imagine my horror when I see half of the connector snapped. It is lit up red.

I made an appointment for an engineer - who decided not to turn up - apparently open reach thin they can fix a broken cable remotely.

I’ve tried and tried explaining to BT that I need an engineer to come, but open reach say they can fix it remotely.

How do I convince them that I do in fact actually need an engineer to come ? I took the whole day off for them to come between 8-1. I phoned back and told they were running late but definitely would come.

Would an electrician be able to do the work ? What process do I need to undergo to show them that I need an engineer and that it needs fixing. One can’t fit a broken connector remotely ?

Unfortunately I had an electrician and a plasterer here so I don’t know who’s liable. I just want it fixed, and the end really.

Sorry to vent, but despite explaining to BT how do I get them to understand I actually need an open reach engineer to visit ?

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

imjolly — Fri, 07 Oct 2022 18:53:40 GMT

Have you been phoning the FTTP TEAM 08005874787 as they should be able to understand and help you get openreach out to repair. If connector has been damage you may well be charged for the repair

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

DanielEbrahim — Fri, 07 Oct 2022 19:11:30 GMT

Hi,

I reported it online, and then via the usual broadband team via option 2. They are well aware it’s FTTP, as are openreach.

I am just annoyed that they still don’t understand that it can’t be repaired remotely, and that it needs fixing. I told them the optical cable broke and that the red light (I can’t remember the initials) showed it wasn’t working. It might have been LOS ?

I am well aware that this will be chargeable work and accept this - however me taking a day off because they were meant to come at between 8-1 and then at 1.45, and then when chasing them I was told open reach changed the slot and they would definitely come by 6, is a total joke - no one had any decency to tell me It was cancelled.

How difficult is it to put the connector on the cable - is this something a local electrician could do for me ?

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

imjolly — Fri, 07 Oct 2022 19:29:19 GMT

It is property of openreach and you need openreach to repair the fibre cable not an electrician

Have you actually tried the FTTP TEAM or just CS?

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

licquorice — Fri, 07 Oct 2022 19:37:08 GMT

An electrician will have absolutely no idea or capability to re-terminate an optical connector, it's a highly specialised procedure requiring the correct equipment and knowledge

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

DanielEbrahim — Fri, 07 Oct 2022 21:41:30 GMT

Well I’m more than happy for open reach to repair it, they just don’t seem to want too….

As for it being property of open reach - they may well say this, but whether legally it would hold up I don’t know.

They charge an installation price etc, when you move they don’t come remove the line and master socket etc - if it belonged to them they would.

Id like to see where the dishonesty comes in - which has to do with the theft act of 1968. I was told that if I cancelled my contract mid way I’d need to return the tv box etc. Nothing that after the contract is over I can’t keep it, or that I have to return it.

Anyway I shall ring the dedicated fibre line; but they are getting told by openreach it can be rectified remotely. I can’t contact them directly so going in circles. If an engineer is booked and doesn’t turn up … and they are insistent - that they can fix it remotely when the optical connector is broken what can I do ?

I am not a cheapskate one tradesman broke it, knowing full well. I will pay for them to fix it. You are saying I can’t use an electrician or data specialist So what do I do twiddle my thumbs ? I have a busy job working shifts I need to keep up to date with the latest guidelines for which I need Internet.

doea anyone from BT work here?

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

pippincp — Sat, 08 Oct 2022 00:32:22 GMT

No point in going on a rediculous rant about dishonesty which no-one has mentioned. As advised ring the FTTP team, tell them a contractor has broken the fibre cable and they will sort you out.

There is a small team of mods who are BT employees but they would just refer you to the FTTP team as they are the ones who will deal with the issue.

The fix would probalby require a new EZEE bend cable from the CSP (box outside) as field fit connectors (the plug) are no longer used due to the high failure rate. That requires a fibre splicer and welding machine which I doubt any electrican has access to nor the training to use. As to a data specialist I doubt you'll find one equipped and willing to interfere with the Openreach infastructure as they would be liable for any future issues.

My last point. The return of equipment (TV box etc). BT now loan you the equipment you need for your services (they used to give you the router) so if you end the contract and move on to a new supplier they will ask for it back. The FTTP ONT (modem) is not supplied by your ISP (BT in this case) but Openreach and is part of the national infrastucture. Every ONT is registered to the property not the person just like an electricity or gas meter.

I hope this helps and you follow the advice given.

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

iniltous — Sat, 08 Oct 2022 10:30:28 GMT

Only you know the ‘conversation’ that took place between yourself and the BT Rep , but if you have reported the issue and were clear that there is a physical defect that needs attention, and you (respectfully) insisted that you need an engineer visit to rectify the issue , it’s odd that the fault wouldn’t be passed onto Openreach, it’s ‘no skin off BT nose’ to do that.
Unless things have changed substantially, the Telco representatives ‘focus’ on avoiding the customer getting a visit is more to do with the possible charges that result when Openreach state the visit arranged was chargeable , because the fault wasn’t a fault, it was customer mis operation , or it was to repair damage that the customer was responsible for , its the complications that can arise if the customer disputes the charge , basically they say they won’t pay , but the Telco still gets charged by OR , that the Telco want to avoid.
In your case , there is no reason for BT not to raise the fault , there is no dispute, you accept charges are inevitable, so a charge from OR to BT , is effectively a charge that you ultimately pay for , so it’s odd that the rep wouldn’t simply arrange the OR visit , even if the representative mistakenly thinks it’s not needed.
All you need is to report the fault ( again ) and insist , even more stridently, that an Openreach visit is needed , irrespective of the representative claim that a visit isn’t needed , it obviously is.

Something you may not be aware of , there is an ongoing industrial dispute between the CWU , the engineer union, and Openreach, Friday 7th October was a ‘strike’ day , the same is true for Monday 10th, it’s possible the engineer no show was due to that, and BT either mistakenly or deliberately have misrepresented the reason for the no show.

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

garybs29 — Sat, 08 Oct 2022 12:25:41 GMT

@iniltouswrote:
Something you may not be aware of , there is an ongoing industrial dispute between the CWU , the engineer union, and Openreach, Friday 7th October was a ‘strike’ day , the same is true for Monday 10th, it’s possible the engineer no show was due to that, and BT either mistakenly or deliberately have misrepresented the reason for the no show.

Not quiet exactly correct, Thursday 6th was a strike day not Friday 7th. If i remember rightly theres others on 20th & 24th as well as the 10th

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

iniltous — Sat, 08 Oct 2022 13:49:37 GMT

Yes , you are absolutely correct, it was the Thursday not the Friday , perhaps it was a knock on effect from Thursdays work not complete that affected Friday, as I said , it’s possible , but nothing more than idle speculation on my part…TBH, you would imagine BT and all other Telcos wouldn’t be allowed to schedule visits on a strike day

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

DanielEbrahim — Sat, 08 Oct 2022 15:18:43 GMT

Hi,

I’ve insisted with the greatest respect and been assured twice that an engineer would visit - I was told they were just late. They never turned up.

BT phoned open reach - apparently they said it can be fixed remotely, today a nice guy phoned them from BT and I was told that my fault was in the technical department so I needed to wait until tuesday at which BT can make an appointment.

I have always said and maintain it is only right I pay. I can’t pass the bill on as I don’t know which tradesman broke it.

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

JonMace — Sat, 08 Oct 2022 19:59:31 GMT

Can you take a picture of the damage, so BT can log it against the fault to show openreach (not sure if thats possible) at least if they see it they will know it cant be solved remotely.

As you say you are holding up your hands and saying its your responsibility and you will pay for it - but I think the issue is that there is no method for you to do so

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

imjolly — Sat, 08 Oct 2022 21:03:04 GMT

As BT and openreach are on strike on Monday there is nothing going to happen until Tuesday. If on Tuesday you don't get FTTP TEAM to get openreach to arrange to come and fix problem then post back and can see if mods can help you

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

Anonymous — Sun, 09 Oct 2022 07:45:37 GMT

As the cable is Openreach property it can't do any harm to see if they'll accept a report directly.

https://www.openreach.com/help-and-support/damage-health-and-safety

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

imjolly — Sun, 09 Oct 2022 08:55:34 GMT

@Anonymous

sorry but I must be missing something as I cannot see the damage posted can be classified as a health and safety problem

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

Anonymous — Sun, 09 Oct 2022 09:21:48 GMT

@imjolly

The page is titled "Reporting Damage or Safety Problems". It doesn't say you can only report damage if it is safety concern as well. Now OR may well tell the OP to go away & talk to BT. but as BT are apparently failing to address the issue correctly then he has little to lose.

Re: Fibre cable connector broken by builders - BT think they can fix remotely.

Starman — Sun, 09 Oct 2022 19:41:04 GMT

From personal experience working for another utility sector I have used that page, and more often the telephone number to report latent as found damage or those caused by excavation works.

It seems wise to report the 3rd party damage caused by your builders to OR directly it may even be quicker than going via BT Retail.