This topic

Help with new installation

ClaireG85 — Fri, 04 Oct 2024 11:09:34 GMT

Good afternoon

If anyone could help with this we would be really grateful.

We have a tenant in a property that requires internet access. Apparently he has gone through the package ordering process only to be told upon appointment day installation is not possible as the house that the flat is situated in is currently fed by copper cabling.

The other tenants in the building all have internet access currently with no issues and the previous tenant also had internet access during her time there. Once an appointment time had been agreed, an engineer visited and said the installation would be too much work and that it wouldn't be possible.

Is there anyone I can contact directly to avoid the normal route of call centres to get confirmation that no services are available to my property, as without a working internet service I am going to lose the tenant and any further potential tenants.

Thanks in advance for any help you can offer,

Re: Help with new installation

naylor2006 — Fri, 04 Oct 2024 11:21:22 GMT

Do you know of the previous tenant was using the copper service that was there or perhaps another provider? I only ask because when I lived in bristol in tall set of flats, Openreach copper was lacking but Virgin cable had hooked everyone up....

You cant really contact anyone to get a direct answer to that outside of going through an ISP, mostly because you cannot talk to Openreach directly, assuming they are responsible.

As a start on here though what you can do is enter the address into:

BT Broadband (btwholesale.com)

You can post a screenshot of the entire output but please obscure the address....

If there is copper there, its strange why a copper service cannot be provided, if the engineer said it was too much work are they referring to installing some new fibre hook up or something? If copper is already there then no work would be required.

Some light might be shed on that if the check above comes back with some FTTP option.

Re: Help with new installation

ClaireG85 — Fri, 04 Oct 2024 11:28:45 GMT

Thank you for replying so quickly 🙂

This is the result of the check

Re: Help with new installation

ClaireG85 — Fri, 04 Oct 2024 11:31:02 GMT

Here is the rest of the result info on the right

Re: Help with new installation

naylor2006 — Fri, 04 Oct 2024 11:36:19 GMT

Ok, so as I thought, it looks like a Fibre Product was ordered, given that FTTP is available to order, it was ordered I assume and then the engineer wasnt prepared to do the work, for whatever reason. Usually it involves removing the copper and replacing with fibre. As FTTP is available I doubt its possible to order a copper service on the ISP's sites.

So you are not in a helpful spot....

This is one for @iniltous if he is free, his insights are beyond space and time on all things installation related.

Re: Help with new installation

iniltous — Fri, 04 Oct 2024 11:44:23 GMT

The address has FTTP ( full fibre ) available but this MDU ( multiple dwelling unit ) shows built to the curtilage, so basically the fibre is at the boundary of the MDU and footpath, this can cause issues depending on the relationship of the flat occupant and freeholder etc….if for example to get to a flat on the first floor cabling would have to attach to the ground floor after crossing the freeholders property ( garden , paths or through stairwells , building risers etc ) the person ordering service obviously cannot grant permission for any of that … these will show as 2 stage installation ( KCI2 assure ) as shown in the DSL checker return , so that any issues ( permits, wayleave, agreement from the building owner etc ) can be obtained….the existing copper cables now that FTTP is available are effectively redundant, obviously there are many variations on MDU , from converted houses , to purpose build apartments complexes , so the survey notes are vague , it’s when OR contact the freeholder etc. that a way to service the property is explored.

Re: Help with new installation

ClaireG85 — Fri, 04 Oct 2024 11:38:14 GMT

Thank you so much, I will send him a message now 🙂

Re: Help with new installation

naylor2006 — Fri, 04 Oct 2024 11:42:19 GMT

@ClaireG85 he was already replying when I typed my last update.....

Given that it is marked as KCI2 assure Openreach should be aware of what is required to install, so @iniltous should they be turning this one down?

Re: Help with new installation

ClaireG85 — Fri, 04 Oct 2024 12:02:20 GMT

Thankyou for replying, when the engineer first visited, he mentioned they would have to close the road etc and installation would not be possible as the building has existing soon to be outdated copper cabling. The property is a ground floor flat in a MDU.

In your opinion, what would be the next move for us?

Re: Help with new installation

naylor2006 — Fri, 04 Oct 2024 12:03:59 GMT

Itll be the other chap who can probably shed the best light because I dont know, I think if it were me i'd just keep ordering 🙂

I dont get the point about copper being outdated soon, the checker shows FTTP can be ordered (full fibre), so I assume this what you did order. The copper is irrelevant already. Cant speak on why they need to close the road, do the other tenants have full fibre or are they all running on copper still?

At some point everyone will eventually end up on fibre.

Re: Help with new installation

ClaireG85 — Fri, 04 Oct 2024 12:26:43 GMT

Thankyou Naylor

I have got through to the sales line who advise a full fibre service is available. I have relayed this to the tenant and fingers crossed we get a resolution. I'm just worried an engineer will turn up again, not fancy the job and tell the tenant it can't be done 😞

thanks again for your help

Re: Help with new installation

JonUK — Fri, 04 Oct 2024 17:51:56 GMT

Was probably one of openreachs' subbies, as they are paid per job completed. Still doesn't warrant them to just dismiss it without trying.

Re: Help with new installation

naylor2006 — Fri, 04 Oct 2024 20:11:48 GMT

I think if it was me, as useless as it may seem i'd re-order and proceed with it hoping for a different result on the second occasion...