This topic

What happened to my full fibre upgrade?

Badger1M — Tue, 14 Nov 2023 18:32:02 GMT

Hi all.

I've been a member on here for a while but in typical fashion haven't really posted since my last problem.

Firstly, thanks to all the moderators on here, and also the 'pseudo' mods who keep the place running in the background. I for one have been on the receiving end of your help previously, and it's appreciated...

The short story...

Full fibre has recently become available in my area and with my FTTC deal ending in November, I placed an order to upgrade to Full fibre.

Everything has happened relatively smoothly...

Order placed and confirmed. Many texts and emails both from BT and Openreach confirming the order and installation date. New (EE SH20A) Smart Hub arrived in time - still in its box as I didn't want to disturb my current set-up until necessary.

All was going as planned until yesterday (13-11-23), when the install was scheduled to happen.

Despite planning the install well in advance for a day off work, and it being scheduled and confirmed for between 0800 - 1300, no-one turned up and no-one got in touch. This was the full day, not the actual morning appointment.

I did check the MyBT app throughout the day and there's a mixture of conflicting and wrong information on there.

In short, I really don't know what's happening.

Thankfully the only good thing about the day is that my FTTC connection and phone line is still operational, which is essential during these times of increasingly commonplace hybrid working.

I have all details to hand and I really would appreciate some help from the Moderators if possible.

Thanks in anticipation.

Re: What happened to my full fibre upgrade?

DanielS — Tue, 14 Nov 2023 18:54:37 GMT

Hi @Badger1M,

It's good to see you back although not for the reasons either of us would hope for.

First of, I'm sorry that you haven't been contacted by the engineer or anyone else to let you know what's happening.

I'll send you a private message so we can take a look into this for you.

Thank you
DanielS

Re: What happened to my full fibre upgrade?

Badger1M — Tue, 14 Nov 2023 20:41:21 GMT

Hi @DanielS

Many thanks for your swift reply.

I have replied to your private message with all the details I think you'll need. Please do not hesitate to contact me should you require anything else.

Best regards.

Re: What happened to my full fibre upgrade?

RobbieMac — Wed, 15 Nov 2023 17:35:22 GMT

Hi @Badger1M

Thank you for taking the time to chat with me this evening.

I am sorry for the problems with your Full Fibre upgrade order. A new appointment has been arranged for 7th December between 08:00-13:00. Everything else we talked about has been sorted and I have messaged you privately confirming this as agreed.

I'll close this off from here but if you need me you know where I am 🙂

Take care,

Robbie

Re: What happened to my full fibre upgrade?

Badger1M — Wed, 15 Nov 2023 21:40:09 GMT

Hi @RobbieMac

@DanielS

Robbie, many thanks for making the time and chatting to me this evening.

Both of your efforts have been very much appreciated.

After a rather hectic and somewhat confusing day, my confidence has been restored that we're now going in the right direction. Hopefully any criticisms or frustrations I may have presented came across as constructive and may help improve your systems.

I have agreed to the new proposed installation date and have replied to your private messages to reflect this.

Many thanks again for the help.

I'm off to stock up on the biscuits I've eaten...

Best regards.

Re: What happened to my full fibre upgrade?

Leebeemee — Mon, 20 Nov 2023 00:10:53 GMT

I would like to know that myself.

Ive been waiting 2 years and they told me there is no plans to install fibre in my area despite me having a picture of my neighbors fibre installation in her house.

Its quicker to send a pigeon than use the mini hub, its probably quicker to write a message on the mini hub and post it.

Re: What happened to my full fibre upgrade?

Badger1M — Mon, 20 Nov 2023 17:15:06 GMT

@Leebeemee

From what you've written, it looks like yours may be a different issue to mine.

It may be better for you to create your own thread so any replies and help can be dedicated to your own predicament.

Re: What happened to my full fibre upgrade?

Keith_Beddoe — Mon, 20 Nov 2023 17:22:54 GMT

@Badger1M

@Leebeemee Already has a very long and extensive thread, but likes to post about it on multiple threads, which is totally unnecessary, and against forum rules.

https://community.bt.com/t5/Bills-Packages/14-months-no-installation/td-p/2273264

Re: What happened to my full fibre upgrade?

Badger1M — Mon, 20 Nov 2023 17:58:28 GMT

@Keith_Beddoe

Thanks for the heads up.

I've had a quick look at the linked thread and there's obviously some history there, but again it's irrelevant to me. Is there any way the moderating team can clean up their content and maybe restrict it to their own thread?

At least then it'll all be in one area should they finally pursue their threats of escalating it to social media, ombudsman, national press etc, etc...

Re: What happened to my full fibre upgrade?

Keith_Beddoe — Mon, 20 Nov 2023 19:38:16 GMT

@Badger1M

Repeated spamming of threads can be raised with a moderator. Generally, if new threads are started on the same theme, then they are merged into one, to maintain continuity.

Hijacking of existing threads, and wasting other peoples` time, needs to be dealt with. Something a moderator or a CL can deal with.

Re: What happened to my full fibre upgrade?

Badger1M — Sun, 10 Dec 2023 13:14:28 GMT

Hi all.

Having been involved with forums myself for many years I can appreciate that not updating threads can be a tad frustrating, so I thought I'd offer an update.

The short story is my re-scheduled appointment for 7th December did actually happen and I'm now up and running on full fibre. 👍

The slightly longer version in case anyone is interested or it helps others...

The assigned Openreach Engineer was great. With my legacy Instrument Engineering background I'm fortunate to consider myself to be quite tech savvy, so a quick discussion of my needs over a cup of coffee soon had an agreed cunning plan sorted for the install.

Essentially with a little fettling, the CSP could be mounted where the existing FTTC cable arrived at the house. Pulling the new fibre from the house to the manhole was a little problematic due to a slightly congested duct at the manhole end, but a quick phone call soon saw another OR Engineer come to help. The problem was quickly resolved with one man at each end of the fibre and we were soon back on track with one man for the rest the install. Constructive feedback; personally I don't see cable pulling as a one 'man' job but I guess that's down to OR procedures.

The new CSP and associated trunking was moved slightly to align with the existing ducting to offer the required mechanical protection for the fibre. As above, the ONT position was discussed over coffee as my requirements are perhaps a little outside of a what could be considered a more normal install. Essentially the CSP at the front of the house and the ONT and Hub in my study at the rear would have been the ideal installation, due to the study being used as the hub (no pun intended) for my existing hard wired ethernet connections. An external fibre run was an option, but I didn't want a fibre clipping to the outside wall. It would have looked unsightly, especially when trying to meet the minimum bend radius requirements. An internal solution was the only viable option in reality and we agreed on the ONT being placed on the internal wall adjacent to the CSP position. This allowed the existing cable hole to be re-used for routing the fibre from the CSP to the ONT and also suited my existing power availability.

With the Hub being required in the study, a suitable ethernet cable was obviously required between the ONT and the Hub. Again a solution was offered, but with OR being somewhat restricted on their installation practises, I didn't want an ethernet cable clipping to skirting boards and around door frames. I was sort of expecting that anyway due to previous posts on this forum, so will install a Cat6 cable myself at my leisure. I needed to have the study up and running quickly, so as an interim solution I have used powerline adapters for the WAN connection. The new fibre service was tested at both the ONT location and in the study with no problems.

A little equipment information to those who may be interested, I was supplied with a Nokia G-010G-T ONT and an EE branded (BT stickered) Smart Hub SH20A.

I hope the above may prove helpful to someone.

Thanks again to the Mods on here who have helped.