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Engineer been twice without warning and not installed Broadband

dstorey87 — Fri, 07 Jul 2023 07:43:08 GMT

Hi all

I ordered BT a month ago, an engineer came on the first scheduled time, and the router had already arrived

I moved in to the property and called the engineer who told me the cab had all lines in use and he could not install the service. He would need someone from another team to set it up and lay new equipment to the cab

So I checked the app, that said I was not in, when clearly I was, and rebooked.

The day came on the second booking, and no engineer turned up, with no call, thankfully I was checking the app and it showed as me not being home again!

I have since booked again, and it holds a provisional booking from the 30th June, will not let me book another visit and no word whatsoever about when I will have BT Broadband up and running. This is 1 month later, shocking service

I work from home, as many do and am having to make do on a 2Mbps tethered mobile connection, working as a Technical Systems Analyst, this cannot go on

Darren

Re: Engineer been twice without warning and not installed Broadband

imjolly — Fri, 07 Jul 2023 07:47:29 GMT

enter your address and post the results remember to delete address

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

Re: Engineer been twice without warning and not installed Broadband

dstorey87 — Fri, 07 Jul 2023 07:51:14 GMT

Re: Engineer been twice without warning and not installed Broadband

imjolly — Fri, 07 Jul 2023 08:01:49 GMT

as you can see from the dslchecker results FTTC 80/20mb is available to you and cabinet is not full

you should be able to order fibre package

Re: Engineer been twice without warning and not installed Broadband

dstorey87 — Fri, 07 Jul 2023 08:07:05 GMT

I have ordered it, a month ago and as I said, the engineer came out and tested around 40 pairs in the box, all with batteries on the line.

If it is not full, I need an engineer out, it simply states someone from the specialist team will be out. With no date and had no communication. I ordered a month ago

The engineer also said, nobody updates the Routing and remote access to show where lines have been used, so this is probably incorrect.

I cant place the order again, the first order is not fulfilled! My neighbour had similar issues and it took 9 months to resolve. I cannot wait 9 months, 1 month is already far too long.

Re: Engineer been twice without warning and not installed Broadband

licquorice — Fri, 07 Jul 2023 09:56:18 GMT

It has nothing to do with the cabinet, it is a fault in the underground cable. Battery contact means that the line is shorting to another line. If there are 40 pairs faulty, Openreach need to task somebody to fix the wet joint rather than keep swapping pairs out.

I'll flag this to the mods to see if they can bring any pressure to bear on Openreach.

Re: Engineer been twice without warning and not installed Broadband

DanielS — Fri, 07 Jul 2023 14:46:10 GMT

Hi @dstorey87,

I am sorry for the ongoing problems. We'll need to look into this and do our best to help you.

I'm going to send you a private message now with some details that I'll need.

Also, thanks @licquorice for dropping me a message on this.

Thanks

DanielS

Re: Engineer been twice without warning and not installed Broadband

iniltous — Fri, 07 Jul 2023 16:05:42 GMT

It would seem the problem isn’t with broadband as such , but there isn’t a usable cable pair between the copper cabinet and your distribution point ( DP ) which could be the block at the top of a telegraph pole or an underground joint , if 40 pairs are affected , then although the installation tech wouldn’t necessarily have the ‘skill set’ to locate and repair the problem, but it needs to go to a jointer , if it’s a cable section that’s faulty , then obviously a new section of cable would be needed either alongside the faulty one , or to replace the faulty one , cabling could be required in carriage way joint boxes that may need traffic management so they can be accessed safely, unfortunately this kind is things can take time.

If OR know of the problem and in resolution is in hand , then you rebooking new appointments will serve no purpose, hence OR cancelling them