This topic

FTTP Installation

Deadmonty — Tue, 08 Aug 2023 08:46:26 GMT

Ordered BT FTTP on 4 July, with a visit booked for 19 July. No one turned up. Received no explanation, apology or new appointment.

My router arrived on 27 July.

Track my order shows engineer is here today, and every day but marked as unconfirmed. This changes at midnight to reflect the change in date.

Is this normal, expected behaviour?

Re: FTTP Installation

Deadmonty — Tue, 08 Aug 2023 08:47:28 GMT

Edit... Router arrived on 17 July

Re: FTTP Installation

pippincp — Tue, 08 Aug 2023 13:52:00 GMT

No, this is not normal. Give the FTTP team a ring, 0800 587 4787.

If you get through to normal CS hang up and try again. They are only a small team so may be busy. I'd suggest early morning but it can be a bit of a lottery.

Re: FTTP Installation

Deadmonty — Tue, 08 Aug 2023 14:13:48 GMT

Thank you for replying. I'll see if I can get through.

Re: FTTP Installation

Deadmonty — Wed, 09 Aug 2023 13:01:28 GMT

I have been dialling that number constantly since 0855. Quite literally since that time.

Dial, get automated response, hangup, redial with no pause. Repeat.

This is absolutely not the way to treat customers. Surely there must be an alternative way of getting through to someone, otherwise I am simply left in limbo until someone in BT wakes up and realises they've forgotten about my installation.

Beginning to wish I'd gone with Virgin now!!

Re: FTTP Installation

RobbieMac — Wed, 09 Aug 2023 18:14:15 GMT

Hi @Deadmonty

Welcome and thanks for your posts!

I am sorry for the delay with your Full Fibre installation. We can pick up from here but it'd take us a few days to get round to picking up your case as we deal with cases strictly in turn as we receive them.

In the meantime, can you give my colleagues a call in the helpdesk on 0330 1234 150? Post back and let me know how you get on. If you're still having problems I'll reply with guidance on how you can get in touch with us and we'll get you sorted.

Thanks,

Robbie

Re: FTTP Installation

Deadmonty — Thu, 10 Aug 2023 09:53:09 GMT

So I rang them and explained the situation. Got cut off half way through the first conversation - charming.

Second call continued where the first left off - nice continuation system in place

However, when I pointed out to both CS reps that it had now been three weeks since the initial appointment where no one turned up, I have heard absolutely nothing from BT. No apology or excuse. The first thing both reps did was to point me in the direction of their Terms and Conditions. No sorry, or something has gone wrong but we'll fix it. This to me translates as "just because we said we'd do it, doesn't mean we're going to do it, or even have to".

If BT had messaged after the 19 July appointment failed to materialise and said it's gone a bit **bleep** up but we'll fix it, that would have been annoying but acceptable.

So, OpenReach were contacted by the BT rep and they said they were coming out early this morning to do the first part of the installation. Of course, they haven't. I did get excited when I heard a vehicle outside idling at 8 am, but that was short lived when realised it was a courier for next door.

However, the day is still young(ish) and they might still turn up. I won't be holding my breath.

Re: FTTP Installation

Deadmonty — Thu, 10 Aug 2023 16:30:26 GMT

Yet another no show!

Re: FTTP Installation

iniltous — Thu, 10 Aug 2023 16:50:38 GMT

What return does your address show on this checker site

https://www.broadbandchecker.btwholesale.com/#/ADSL

It could be that your address instal process is KCI2 assure ( so a two stage install ) , check the survey notes ( a fully ducted property show something like shown below , yours may be different ) post what the checker shows for your address ,

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Feed with no anticipated issues.

If your address is something like ‘partial direct in ground’ , then there could be significant ‘civils’ work required, that’s no excuse for not being kept advised ( KCI is normally BT speak for ‘ keeping customer informed ‘ ) but would explain why there is a delay

Re: FTTP Installation

Deadmonty — Thu, 10 Aug 2023 17:08:38 GMT

Our records show the following FTTP network service information for these premises. Single dwelling unit residential. OH feed alternate L2C solution required.

In the table above it, it shows a max downstream of 1000 Mbps and upstream of 220 Mbps.

FTTP install process - 1 stage.

Openreach have already stated that they simply need to string a cable across from the pole to the house using a hoist. The pole is on the same side of the road and approx 15m away.

This is stuff they knew from the initial survey on 14 July.

Re: FTTP Installation

iniltous — Thu, 10 Aug 2023 17:48:58 GMT

Overhead feed L2C ( lead to cash ) solution required, usually means there is something that would stop a regular install, typically a reason for this note is the existing dropwire attachment isn’t accessible without mitigation, like it’s on the side of a house above a flat roof, so not accessible without getting onto the flat roof , but there are many reasons why an alternative solution is needed , not just flat roofs .

TBH , a hoist required isn’t an alternative L2C solution, requiring a hoist is simply ‘business as usual’ , if the survey indicated a hoist was needed , it wouldn’t say L2C alternative solution, it would actually state ‘hoist required’ , however the L2C techs may have reassessed and decided themselves to arrange a hoist .

If all that’s needed is a hoist then it does seem somewhat puzzling as it’s not a big deal , normally arranged while the installer is on site , but even if the installer leaves site , the hoist puts the cable up , leaving a coil accessible for the installer to return and finish off .

Did the ONT ( inside the house ) and a CSP ( a block on the outside of the house ) get fitted ?

If BT are your provider, then they should be chasing Openreach, if there isn’t some other problem , then this delay seems odd , failed installations cost OR money in compensation to the ISP , so generally they are treated with urgency

Re: FTTP Installation

Deadmonty — Thu, 10 Aug 2023 17:39:57 GMT

Absolutely nothing has been done.

I've received the router, and that's it. I received a message asking me to rate BT the day after I ordered the service. Stupid as I had nothing on which to rate them. I do now, but the link has expired.

It's as if they had a monopoly and therefore couldn't care less. Oh, wait a minute...

Re: FTTP Installation

iniltous — Thu, 10 Aug 2023 17:43:58 GMT

Who has the monopoly ? , you have the choice of dozens of ISP’s , if your disapproval is such , you could cancel your FTTP order with BT ( with no penalty ) and order with someone else.

Re: FTTP Installation

Deadmonty — Thu, 10 Aug 2023 17:49:30 GMT

Nope! Because if I'd gone to Vodafone or EE etc, I'd still have to put up with Openreach dicking about.

Read my posts again. My main issue is that of lack of communication. As I said previously, if BT had said sorry no one turned up then explained the situation, then it would have been an acceptable annoyance. No one has contacted me and I've had to do all the chasing to find out what is going on. That may be acceptable to you, but it is not to me!

Re: FTTP Installation

iniltous — Thu, 10 Aug 2023 18:07:56 GMT

So your ‘monopoly’ quip isn’t against BT but Openreach, yet you mentioned that you ( with hindsight ) should have used Virgin Media, so not even an Openreach monopoly.

As stated , your experience so far is unacceptable ( no one is arguing otherwise, especially not me ) , if all that’s needed is for OR to visit with a hoist , and they haven’t even done the parts of the installation that could be done without the hoist , like pre-fitting the CSP and ONT which is normal practice , is very odd , and why the failure to arrange the hoist quickly, something that is done ‘on the day’ probably hundreds of times a week by OR , is baffling.

BT as you provider should be keeping you advised, and should be pushing OR to respond.

The BT Mod has offered to assist, perhaps that will provide the push the job obviously needs

Re: FTTP Installation

Deadmonty — Thu, 10 Aug 2023 18:04:01 GMT

Yes to the monopoly comment, however I'm aware of the relationship between BT and Openreach and the history behind it.

I'm a business software developer by trade and I have written a number of KPI related systems. It takes very little effort to query a database of expected dates of an action against finalised dates or lack of, and fire off an email or a note to contact someone when there is a discrepancy. Customer Services is partly about appeasement when things go wrong. BT have failed in this respect.

Re: FTTP Installation

Deadmonty — Fri, 11 Aug 2023 16:20:32 GMT

Another no show again today.

It has now been 5 weeks and 3 days since I placed the order and the only thing that has happened is the receipt of the router.

Is there anyone from BT on here who can shed some light on what is going on, and maybe kick someone up the **bleep** to get things actually moving, please?

Re: FTTP Installation

DanielS — Fri, 11 Aug 2023 16:56:33 GMT

Hi @Deadmonty,

I am so sorry that this is still ongoing and you don't appear to be getting the help or updates that you need.

We need to open a complaint for you and then get in touch with Openreach to find out what's happening.

I'm going to send you a private message that you can reply back to me on. Once you do, it will go into a queue that my team work from.

It will take us a couple of working days before we can get back in touch with you but we will do all we can to help you.

Thank you

DanielS

Re: FTTP Installation

Deadmonty — Fri, 11 Aug 2023 18:15:50 GMT

I have replied, and I thank you for taking this on. I don't know if you work for BT or are an unpaid independent, but I appreciate the response.

Re: FTTP Installation

licquorice — Fri, 11 Aug 2023 18:19:38 GMT

@DanielS is one of the BT mods. They have an extremely good record of resolving problems.