This topic

Installation of full fibre broadband

Birdsw — Mon, 02 Jun 2025 08:57:15 GMT

We've been informed we can't return to the old system so basically have no broadband other than a dongle which doesn't work the central heating or TV properly.

In the meantime we're paying a premium for the cable system.

How do I get someone to listen,? Just feel like I'm on a merry go round.

No information forthcoming..

Installation of full fibre broadband

Birdsw — Mon, 02 Jun 2025 09:00:11 GMT

I live in a rural and Openreach confirm we can access full fibre broadband. After a huge effort and discussion of detail of our address a date was set for the changeover. Engineers said they couldn't complete the work as extra work needed completing outdoors. We've heard nothing but a neighbour discovered they now require a road closure to complete the work, so we could be struggling for weeks.We've been informed we can't return to the old system so basically have no broadband other than a dongle which doesn't work the central heating or TV properly. In the meantime we're paying a premium for the cable system. How do I get someone to listen at BT? Just feel like I'm on a merry go round.

Re: Installation of full fibre broadband

gg30340 — Mon, 02 Jun 2025 09:10:34 GMT

Are you a BT broadband customer?

It is not BT who install the network, it is Openreach who do that and there is nothing BT can do to speed up the timetable that Openreach work to.

Re: Installation of full fibre broadband

Birdsw — Mon, 02 Jun 2025 09:26:02 GMT

I understand that Openreach are completing the work but it's hardly fair that BT don't reconnect us back to the old system. They don't update us on the progress of the order for new cable system but seem quite happy to charge us the extra cost for it never mind £42 pcm for non existent broadband service.

Re: Installation of full fibre broadband

Birdsw — Mon, 02 Jun 2025 09:29:26 GMT

Just looking at Openreach site they clearly say that any complaint on installation has to go through your provider..

Re: Installation of full fibre broadband

gg30340 — Mon, 02 Jun 2025 09:36:55 GMT

Which is why I asked if you were a BT Broadband customer.

In any event if you want to complain to BT you can not do that on this forum. You would need to call BT 0330.1234.150

Re: Installation of full fibre broadband

Birdsw — Mon, 02 Jun 2025 09:49:15 GMT

Well I've evidently misunderstood the purpose of the forum. I've phoned a number of times without getting any resolution. No real complaint system available either.

I'll check out now.

Re: Installation of full fibre broadband

iniltous — Mon, 02 Jun 2025 09:52:27 GMT

The fact you need to go through your provider is why you were asked who your FTTP provider is , if it isn’t BT then this forum is not the for you to be , TBH , you still haven’t really confirmed that BT are your new FTTP provider, but I’ll assume they are .

FWIW , there is no reason why the old service needs to be ceased if there is a delay with the provision of the new service, in fact the OTS , one touch switching system has checks etc to avoid this issue , basically if the new service isn’t provided , the OTS system message to close the old service shouldn’t be sent , therefore the old service should remain active until confirmation that the new service is in and working , that suggests either the OTS system wasn’t used correctly, that could be your error or the FTTP company error , or even Openreach if they said incorrectly that the new service was provided or the damaged the old service trying to install the new service …..just for clarity, are BT your provider for both the new FTTP and whatever service FTTC/ADSL you had previously, of they are the new provider for FTTP but you were using someone else previously, or BT are not involved at all .

If you have been given a mobile device to provide some service during this period with no landline type service, even if it isn’t particularly useful, it’s more than most providers supply , if you used someone else (not BT/EE ) you would be facing the same issues but without a temporary mobile service supplied .

Re: Installation of full fibre broadband

Birdsw — Mon, 02 Jun 2025 10:15:38 GMT

Okay thanks that's helpful.

We have been BT customers for 38 years at the same address.

There has to be a reason why they switched off the old system on the morning that the new cable system was due to be set up.

We look like struggling for weeks without decent broadband connection. We're long term customers, retired, live in a rural location and my husband is awaiting updates on ongoing cancer treatment

I'll phone again to find out why we can't be connected to the old system and why they continue to charge us for service we don't receive.

Re: Installation of full fibre broadband

iniltous — Mon, 02 Jun 2025 11:55:09 GMT

You won’t get reconnected to the old copper system if the error was the FTTP service was booked of as a successful installation when it wasn’t successful at all , in this case yiur copper service isn’t active and no new orders for the old products can be raised , they system won’t allow old products to be ordered once FTTP is available , or Openreach (or their contractor ) damaged the copper cables trying to install the fibre cables, in that case your copper service is still live but is disconnected and OR are not going to waste time repairing copper while simultaneously trying to fix whatever the FTTP problem is …..what makes little sense is the talk of road closures etc , the CBT (fibre distribution point ) should already be ‘ready’ to give service to you and possibly others nearby , and be relatively close (pole outside , jointbox outside ) if it isn’t then you shouldn’t have been able to order FTTP in the first place (regardless of the upgrade to FTTP being initiated by you or BT ) .

Re: Installation of full fibre broadband

Birdsw — Mon, 02 Jun 2025 12:17:02 GMT

Thanks for the information. I'm going to phone them again this afternoon. Our next door neighbors have also been waiting for weeks but have insisted on keeping their router and old system

Openreach completed the work in our home but were unable to fit the cabling. As you say, knowing this BT should never have agreed to take the order and upgrade of cable service. I'm fuming because when taking up the new cable service BT insisted we had to sign a 24 month contract so we're stuck with it..

Re: Installation of full fibre broadband

Birdsw — Mon, 02 Jun 2025 12:21:50 GMT

Just a further note, as we live in a village with some level n of conservation, there are no telegraph poles it has to be completed underground.

I think they've underestimated the difficulties. They have to close the road to dig it up to fit the cabling to our house and the neighbors.

Re: Installation of full fibre broadband

iniltous — Mon, 02 Jun 2025 13:19:50 GMT

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

put your address in here , on here is the information Openreach have as far as what was discovered at survey , and therefore what’s required to get service to the individual property , it also has the installation process , required for the ISP so they can advise their customer how the work will proceed , the installation process is either KCI2 assure ( a two stage installation ) , or single stage , all work can be done with a single visit …..what does your address show , if KCI2 , then the first visit from Openreach isn’t a contractual date and isn’t the date service is to be expected, but the date the preparatory work starts (which seemingly in your case requires excavating the road/footpaths ) , the existing service isn’t ( or shouldn’t be ) affected by this , it’s only the first stage of two , even then , as previously described, there are ‘failsafes’ in the migration process anyway .

What does your survey network note show , a SNN looks like this ,

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

This one is for a modern fully ducted property, yours will differ but what does your address show , if it’s something like ‘UG partial DIG’ then the complexity of provision was known in advance, and any date is provisional until the mitigation is put in place ( the physical work to enable a cable to be fixed to your address )

What is your installation process, single stage or KCI2 ?

Re: Installation of full fibre broadband

Birdsw — Mon, 02 Jun 2025 13:45:26 GMT

Thanks for the link..

It says FTTP is available.

Residential UG congested duct, which I guess is why they're closing the road to get the cabling complete.

I've phoned BT again, they apologise it will be another two weeks until work completed and we have no broadband because they made a minor amendment to our address and closed the old system.

Re: Installation of full fibre broadband

Carlusha — Mon, 02 Jun 2025 15:08:45 GMT

@Birdswwrote:
Thanks for the link..
It says FTTP is available.
Residential UG congested duct, which I guess is why they're closing the road to get the cabling complete.
I've phoned BT again, they apologise it will be another two weeks until work completed and we have no broadband because they made a minor amendment to our address and closed the old system.

@Birdsw Hopefully during that conversation it was agreed that you would be reimbursed those wasted payments and will possibly be eligible for compensation due to the erroneous disconnection of your old connection!

Re: Installation of full fibre broadband

Birdsw — Mon, 02 Jun 2025 17:05:45 GMT

Yes, hopefully some compensation but of course it's not about the money. It's also more than an inconvenience. Hopefully I'll get reimbursed without any further hassle. We feel frustrated and cut off but it makes no difference.

Simply can't understand why Openreach didn't inform BT that connection wasn't available earlier.

Thanks for your comment.