This topic

Instilation issues

homelessconnor1 — Sat, 15 Oct 2022 22:00:08 GMT

Hello need help had the engineer round on Friday, and because there's no modem coming into my flat he said it needs to be wired in before and possibly at a charge, can someone just elaborate as I'm clueless. Though it was easier than this, this is the first time I've ever had broadband, emails said the line would be active on the 14th will I still be charged if the line isn't installed

Re: Instilation issues

Keith_Beddoe — Sun, 16 Oct 2022 05:17:15 GMT

@homelessconnor1

Assuming you have placed your order with BT Retail for both phone and broadband, then any installation cost is normally covered as part of the order. You would have been informed if you had to pay the standard installation charge.

If Openreach cannot provide any service (very unusual), then they would inform BT, and your order would be cancelled.

Re: Instilation issues

homelessconnor1 — Sun, 16 Oct 2022 10:40:01 GMT

Hi no not having a phone-in put in just broadband, he said the flat needed to be wired up before the broadband could be installed, what will this cost me

Re: Instilation issues

iniltous — Sun, 16 Oct 2022 10:48:43 GMT

Is your order with BT for broadband or another company ?.

Presumably it was an Openreach tech or a contractor working for OR that visited, and unfortunately you haven’t really supplied enough info to give an opinion on what the issue is or what the solution will be.

Is the flat part of a purpose built block of flats , in which case the ‘internal’ cables should have been installed by the developer when the complex was under construction, if it’s a ‘house’ that’s been converted into flats , there is more scope for things to go wrong ( like the developer has simply divided up the house and made no provision for things such as phones/broadband )

If it’s not BT your broadband was ordered with , it’s whatever company you did use that you would need to contact as it wouldn’t have anything to do with BT.

Re: Instilation issues

Keith_Beddoe — Sun, 16 Oct 2022 10:49:11 GMT

@homelessconnor1

You will still need a physical line connected, even if you do not want a phone service.

When you placed your order with BT, you should have been given a price, which should have included a line to carry the broadband.

I assume you asked for broadband without a phone connection?

https://www.bt.com/products/broadband/deals

Re: Instilation issues

homelessconnor1 — Sun, 16 Oct 2022 10:54:26 GMT

The place I live is a sheltered accommodation for Ex homeless people, when then engineer came he asked couldn't install the broadband, he said he was looking for a box on the wall that wasn't there. He mentioned BT would need to contact my landlord to get it sorted

Re: Instilation issues

homelessconnor1 — Sun, 16 Oct 2022 10:56:14 GMT

There's no provisions for broadband or phone-in

Re: Instilation issues

homelessconnor1 — Sun, 16 Oct 2022 10:58:15 GMT

Yes just wanted broadband, settled with the 27.99 a month fibre package, didn't have any installation fees ect

Re: Instilation issues

Keith_Beddoe — Sun, 16 Oct 2022 11:07:09 GMT

Yes just wanted broadband, settled with the 27.99 a month fibre package, didn't have any installation fees ect

Then you will just need to wait until Openreach can contact your landlord, to get access to the distribution box for the flats.

You would not have to pay any extra charges.

Re: Instilation issues

homelessconnor1 — Sun, 16 Oct 2022 11:30:55 GMT

Ok thank you

Re: Instilation issues

iniltous — Sun, 16 Oct 2022 11:46:13 GMT

It may be worth asking your ‘landlord’ what have other occupants done to get service, unfortunately if this accommodation was never pre wired from a BT distribution point , then it may be extremely difficult to provide service quickly or even at all, what type of broadband are you supposedly getting , you mention the Openreach tech was expecting to see a ‘modem’ already installed, that suggests FTTP , is it full fibre broadband you ordered , ( fibre could mean fibre to cabinet FTTC or fibre to the premises FTTP )