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Re: FTTP installation delay woes

MrHudson2U — Fri, 22 Sep 2023 10:29:31 GMT

So we were originally having our phone line and broadband turned on, on the 14th Aug 23. Here I am after a month of going to and fro with open reach and upgrading our original order from 1 to 4 meg to the 900mbps package. Still nothing other than our phone line working and having 0.5 mbps speeds, I can't even open a Facebook notification without waiting minutes for it. I've had 3 different texts saying about its 4 working days, then 8 working days and today another 7 working days text. Open reach told us that fttp was available to us but couldn't put a time on when it would be available..since then BT have compensated us £40 but growing very frustrated as my partner works from home so I'm getting it in the neck there as well. Anyone recommend anything? I'm chasing them up(BT) today to see if they know anymore..thanks for any help given

Re: FTTP installation delay woes

NeilO — Fri, 22 Sep 2023 14:43:15 GMT

Hi @MrHudson2U welcome to the community and thanks for posting. I'm really sorry about the delay in providing your full fibre broadband. Can you post the results from this availability checker? Make sure to remove your number when posting the results.

Thanks

Neil

Re: FTTP installation delay woes

MrHudson2U — Fri, 22 Sep 2023 16:21:08 GMT

It says fttp available upto 1000mbps and upto 220 upload. I received an email from openreach saying that fttp was available, we didn't expect it but we're very pleased to hear it. BT are ringing me back on Tuesday with an update. I had to confirm a text that I received from openreach 2 weeks ago about them installing a small junction box outside our property (which we own) so no messing about with landlords etc and we've not seen anyone in 2 weeks

Re: FTTP installation delay woes

iniltous — Fri, 22 Sep 2023 18:04:45 GMT

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

What does your property show for the FTTP install process , this example is a single stage install for a fully ducted modern property , some may say KCI2 assure when the installation is not straightforward , also what is the survey note for your address ( what does your address show after Single Dwelling Unit Residential ) ,

knowing this information should give a guide to what Openreach were expecting to encounter when providing service to your property

Featured ProductsDownstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP

Up to 1000

Up to 220

Available

1 Stage

Other Offerings Availability DateVDSL Multicast

Available

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

Re: FTTP installation delay woes

MrHudson2U — Fri, 22 Sep 2023 18:11:03 GMT

It says UG feed not evaluated

It also says KC12 assure

Am I in trouble?

Re: FTTP installation delay woes

MrHudson2U — Fri, 22 Sep 2023 18:13:11 GMT

Fttp is available and a new ONT may be ordered too, if that helps

Re: FTTP installation delay woes

pippincp — Fri, 22 Sep 2023 18:43:10 GMT

It will be a 2 stage install. If you are not supplied via a duct may involve a dig for one and fibre supplied to an outside wall. Then an engineer will follow up to supply and connect inside equipment.

Re: FTTP installation delay woes

iniltous — Fri, 22 Sep 2023 18:50:45 GMT

KCI2 assure effectively means OR at survey ( the initial area survey ) that issues were likely, your survey note , UG feed not evaluated.
How old is the property, since around 1990 most properties were fully ducted , 1960’s to late 1980’s are usually DIG ( direct in ground ) and much more work required than later built property, your survey note is a little inconclusive.
With KCI 2 , a long lead time should be supplied and the first visit isn’t the contractual date for service, it’s supposed to allow OR time to visit and arrange whatever preparatory work is required to supply service, before the contractual date arrives, it also ( for example ) between the first and second dates , it gives the consumer the option to cancel , if ( for example ) on the first visit it’s pointed out that the newly laid driveway would need to be excavated because whoever built it covered the existing duct entry ,
If OR are slow in attending the first stage , or a mistake is made and the long lead time isn’t used , you could be given an unrealistic date for service ,

Re: FTTP installation delay woes

MrHudson2U — Fri, 22 Sep 2023 20:28:49 GMT

Thanks for the information 👍

Re: FTTP installation delay woes

MrHudson2U — Sat, 23 Sep 2023 13:39:49 GMT

Our place is 3years old but its a park home, not a house of bricks and mortar as such. Will that make any difference

Re: FTTP installation delay woes

iniltous — Sat, 23 Sep 2023 16:09:08 GMT

Yes it may well do , and may explain the UG feed not evaluated survey note …..these type of sites can be unconventional, in that often the site owners build the infrastructure themselves to their own criteria , even if Openreach initially supplied the preformed joint boxes , frames and covers and ducts etc. so the infrastructure records OR have could be different to what was actually installed by the site owner , and if the dwelling is raised with a veranda around it , typically the case with these types of ‘static caravans’ or chalets and there is no evidence if the duct entering the dwelling because it’s hidden , and access to it may be tricky , it would be understandable that an OR engineer wouldn’t want to be working under a ‘building’ like this, looking for where the duct enters , it may even be the case the owner has to disassemble this structure to enable access , which may be a deal breaker if the owner cannot or will not do this.

However, if OR have said it has availability then it has availability and OR will be duty bound to try and provide it , a potential issue is if the site owner doesn’t allow OR access or places constraints or asks for payment , obviously that’s something outside of OR’s control, so there are reasons why installation can fail after the order has been accepted.

TBH , its often the case , when people post about the issues they are having , after a little probing it becomes clear that it’s a non standard provision to something of an out of the ordinary property, it really should surprise anyone in a property like this , that their order journey isn’t going to be as smooth as a standard property on a regular road/street , and in some respects, if the address isn’t liable for council tax , have a front door with a letter box ( so the Royal Mail have a postal address for it ) then it’s effectively a temporary address , then there is no universal service obligation on OR to serve these , obviously your address may be permanent and does fulfilling those criteria, but many network providers would simply not bother attempting to provide service to these type of locations as they are not worth the hassle.

Re: FTTP installation delay woes

MrHudson2U — Sun, 24 Sep 2023 08:03:37 GMT

Well we definitely have a letter box, pay council tax haha.

I've literally just got a text from BT this morning(on a Sunday?)

Here's what the text says, see what you make of it.

Hello BT here, openreach still have some external work to do to get the fibre network connected to your home. Because of this your appointment will not go ahead as expected. You do not need to do anything. Once the external work has been completed we will be in touch to arrange a new appointment with you.

Re: FTTP installation delay woes

iniltous — Sun, 24 Sep 2023 08:56:40 GMT

There is a reasonable chance that Openreach have been to visit ( the first stage of the two stage process ) to assess ( evaluate ) what’s required, so the second stage can proceed once any first stage work has been completed , in a more conventional setting this first stage could require work in the public footpath ( which OR have the right to do as a utility with code powers so they don’t ask the council , they just serve notice as to when it’s getting done ) and obviously any work on the private property/land of the person ordering service hopefully would be agreed ( if no agreement can be reached , then it’s effectively a consumer cancellation )

…in your case it many be more complicated as although you own the property, the local authority don’t own the surroundings , hence the code powers to work in ‘public’ areas doesn’t apply , the site owner has to agree to any works.
As you have been advised of a delay , it’s hopefully because the site owner has yet to respond, rather than said ‘No you cannot do it’ ( regarding whatever was proposed ) , if the site has an ‘agent’ that you speak to about ‘ communal’ areas , you could ask if Openreach have been in touch .

Unfortunately the way the industry is set up ( an Ofcom imposition ) you have to speak to your provider and they speak to Openreach , where in cases like this it would be easier ( but it’s not allowed) if OR and yourself could ‘speak’ directly so you would be aware of what’s happening.

Re: FTTP installation delay woes

MrHudson2U — Tue, 26 Sep 2023 07:55:06 GMT

Okay so I'm just teying to plan ahead incase openreach can't do anything to help us or the site owner says no. What alternatives are there for us ? I've heard about satellite and fixed wireless but will this be a viable solution? Its so frustrating for us and its essential as my partner works from home but our 1mbps isn't quite cutting it so what would you do? Many thanks for your input so far, it's truly appreciated

Re: FTTP installation delay woes

iniltous — Tue, 26 Sep 2023 11:39:38 GMT

To have fixed wireless you would have to be in an area that one of these fixed wireless operators service, I don’t know if any checker site that shows availability, you may have reasonable 4/5G mobile coverage and could use this , or something like Starlink , a satellite based system ( AFAIK it’s not particularly cheap ) .