This topic

Broadband FF upgrade Gone Rong Ron

Anology — Thu, 27 Feb 2025 20:40:35 GMT

Been waiting for a cherry picker to do the upgrade.

It's been two years and apparently I keep missing the appointments - never happened and I keep refusing entry to the premises - my home - never ever happened. So guess what its now all my fault and according to the very unpleasent complaints manager I spoke to tonite there's no compensation neither. But he just thought he'd ask me how much I wanted for his own private amusement.

So I'm out of contract since forever, paying a kings ransome for the basic service and every single time BT or its subby Quinn arrive at my door we have a coversation about ladders that would make Basil Faulty seem like a reasonable and fair man.

The last customer service advisor who scrolled back through ALL the customer history of incompetence attached to these numerous repeat orders informed me that according to his experience this case was in his personal Top Ten.

So now I'm here and wondering why BT insist to me they can upgrade my broadband when they don't possess the equipement to carry out the order. So BT what is it I don't pay enough already?

PS: I've used a larger font so that persons of all ages can read my post. Not because I'm shouting.

Re: Broadband FF upgrade Gone Rong Ron

imjolly — Thu, 27 Feb 2025 22:15:24 GMT

The installation is done by openreach not BT and although openreach are part of the BT GROUP they are a separate company to BT RETAIL. Enter your address and post results including notes to see what is available and expected method of installation

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

You don't need the larger fonts as the use of spectacles solves the reading problem of standard font

Re: Broadband FF upgrade Gone Rong Ron

tonysmini018 — Fri, 28 Feb 2025 09:28:34 GMT

Why does it need the cherry picker?
Is this still the same order or has it been cancelled and reordered again and again?

Re: Broadband FF upgrade Gone Rong Ron

iniltous — Fri, 28 Feb 2025 10:11:12 GMT

There are many providers that use Openreach networks, and as you are out of any minimum term and consider you are paying way too much for the existing service you have , you obviously are in a good position to leave BT and join a different ISP

Re: Broadband FF upgrade Gone Rong Ron

Anology — Fri, 28 Feb 2025 10:18:24 GMT

Regardless of who does what at BT and I admit as I am no expert only a member of the service paying public I have attached a screenshot of the last attempted BT installation:

This the schedule of works and without glasses - which I usually wear - the order clearly states a cherry picker is required. Have to say I expected a little more than " its your fault "form the BT forum.

The page is headed BT and that 's good enough for most people. If I buy a cake and the cream is off the cake shop will refund the item and not the manufacturer of the cream.

If I buy a shirt and the collar unstitches I do not need to hop on a plane to Vietnam to find the responsible factory. Next will refund or replace the item.

It's a thing called liability and BT head up this page and BT talk to me on the phone so why is it BT are now not responsible for supplying the broadband and the cherry picker?

The subby in this final case Quinn told me when asked why for the upteenth time they had arrived at my door sans cherry picker "we dont get told anything when we get this job!"

As a retired boss I have some sympathy for this poor worker who is mislead and uninformed about the work he is paid to do.

Re: Broadband FF upgrade Gone Rong Ron

Anology — Fri, 28 Feb 2025 10:27:09 GMT

They need a cherry picker because they can't reach the spur on the front wall of the house and they don't realise they need a cherry picker because it seems no one at BT is qualified to use Google Streetview.

I even suggested they Google each job and the foreman agreed it was a good idea but they didn't have time to do that. I pointed out in reply that your have two years worth of failed appointments manpower and resources instead.

Doesn't make sense to me but I'm a regular guy and don't work for BT.

Re: Broadband FF upgrade Gone Rong Ron

imjolly — Fri, 28 Feb 2025 10:42:54 GMT

@Anology

I am also a regular guy and don't and never have worked for BT - no different to you

can you post the information I asked you for so we can see what type of installation is shown/expected for your premises

Re: Broadband FF upgrade Gone Rong Ron

tonysmini018 — Fri, 28 Feb 2025 10:49:10 GMT

If the CP put in it needs the cherry picker, the engineer isn’t reading through the job notes before hand.
They should have access to an “on the day” hoist, if not then complete the internal, and the job goes back so another engineer will complete the external work with a cherry picker. You don’t have to be home for this part unless there are access issues.

No one has time to “street view” every order, besides the shots are usually a few years old so may be totally different.

Re: Broadband FF upgrade Gone Rong Ron

Anology — Fri, 28 Feb 2025 12:13:02 GMT

Re: the order - this is all I have.

The date and time the next poor subby is set to fail. I know this as I have not been asked to keep a space in the road for parking the vehicle outside my house. This is usually requested then carried out by me then on the appointed day no one turns up with a cherry picker.

The last visit was a farce I have saved on my ring door bell. The subby said the ladder didn't reach the spur and phoned his manager to tell him.

The manager insisted the subby had not fully extended his ladder and that he could go three floors up by himself. He was so insistent I was forced to intervene and tell the supervisor I could not be reponsible for such a course of action. He got angry with me for looking out for his worker and still insisted it was Ok for his worker to carry on and scale over 30 foot of wall with no proper footing.

He only stopped insisting on this ridiculous and frankly dangerous line when I told him my household insurance would not cover his actions and that he was putting the subby at serious risk.

Then of course it was reported I had "refused him access to the premises".Talk about off.

PS: The Google Streetview of my house is dated June last year and as I had work done I know this is accurate. Most London postcodes get a Google Streetview update at least once every one or two years.This has been going on for over two years.

Re: Broadband FF upgrade Gone Rong Ron

imjolly — Fri, 28 Feb 2025 12:29:31 GMT

@Anology

is it possible for you to enter your address and post the results including the notes

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

Re: Broadband FF upgrade Gone Rong Ron

Anology — Fri, 28 Feb 2025 13:00:20 GMT

Here is the screen shot:

I was told some time ago they'd already been up the telephone pole outside my neighbours house and made the FF connection available to me. If any of this info indicates that because of height I can't have FF - how come BT have already supplied a BT line attached to my house?

....................................................................................Which was installed with a cherry picker.

Re: Broadband FF upgrade Gone Rong Ron

iniltous — Fri, 28 Feb 2025 13:22:56 GMT

If your building is not a regular two story property but is still served overhead , then a ‘standard’ installation is not appropriate, a cherry picker ( if access for it is available ) or scaffolding , or long ladders may be needed .

For all your complaints, BT have no control over what or whom Openreach send or don’t send , on the face of it the survey note is wrong for your address , that’s why a hoist never turns up initially, the survey doesn’t indicate a hoist is required or any L2C solution.

Single dwelling unit , Residential OH , no anticipated issues , this survey appears to be wrong , it should indicate the issue and the proposed actions needed to get around the issue , so it’s no surprise the OR tech that turns up is unaware of the issues in advance , the survey hasn’t highlighted them, this is an Openreach error not BT and would affect any ISP that raised an order for the address not just BT .

That is an Openreach error , not BT , and for all your complaint about the notes stating a hoist ( cherry picker ) being highlighted, that notes field is not where that information is needed , it’s more a BT to customer note , not a note to arrange a hoist in advance , it’s not a fix for an incorrect survey note , that BT notes field is more usually used for things like ‘customer is deaf , knock very loudly’ .

Hoists can normally be requested on the day by a technician that finds they need one , and if the hoist can’t make it till the day after , normally the hoist can complete the install , because the tech does all the work needed , short if the connection to the pole , so even without the original engineer present the installation can be finished …I suspect their is much more to this , you suggest hoist access may not always be available.

As stated, if you ‘blame’ BT , cancel your order and use one of the dozens of other providers available on the OR network.

Re: Broadband FF upgrade Gone Rong Ron

allanraymond — Fri, 28 Feb 2025 14:14:35 GMT

@Anology

Personally I see no requirement to have large text to cater for various age users. It is possible for users to enlarge the text to meet their personal requirements.

Re: Broadband FF upgrade Gone Rong Ron

Anology — Sat, 01 Mar 2025 08:42:51 GMT

QUOTE:

This is the only post offered by the forum that has correctly identified the problem yet it falls a long way short of offering any type of solution. Well done that man!

This poster identifies and quotes a survey that I was not aware had taken place and this survey - by whom we are not told - must have had happened over two years ago yet to this day no one at BT has thought, despite my requests to fix the problem, to review the initial findings. If they had done I would not be here.

Come on BT/Openreach - put your Big Boy Pants On & get your act together and at least look like your trying to be helpful to your service paying customers. You never know make one small change and you might find you're actually be good as this kind of thing.

All the best.

PS: No fonts were harmed and no eyeballs were burned or offended in the making of these posts.

Re: Broadband FF upgrade Gone Rong Ron

iniltous — Sat, 01 Mar 2025 09:21:10 GMT

An area is surveyed in advance of an area being ‘rolled out’ with FTTP , the survey could be months if not years before the physical work is done and availability is shown, your address wasn’t surveyed individually, the entire ‘PON’ area was surveyed, so you can get situations where something significant changes that makes the original survey marker incorrect.

You continually refer to BT/Openreach as if they are the same organisation, they are not , BT are no different to Sky , Talk Talk or anyone else and have no more or less ‘influence’ on what Openreach do or don’t do …..s stated a few times now , you are at liberty to use a different ISP if you believe that BT are failing in some way .

Re: Broadband FF upgrade Gone Rong Ron

tonysmini018 — Sat, 01 Mar 2025 09:50:53 GMT

Okay, so now we are getting more information.

It does look like the initial serving network notes are incorrect. (Not as big an issue as you think it is). If your home is 3 stories then it will need long ladders (contractors don’t have access as far as I know) or a hoist. Do you own the whole building or a flat within?
Also, you then mention you are in London and there are parking issues. That’s likely the biggest issue. The contractors have their own hoists available in certain areas, so if they can’t do a job on their first attempt they should have arranged the follow up visit themselves, along with notifying people that cars may need to be moved to allow the hoist access to the pole.

Once the contractors have identified the issue, if it’s something they cannot solve themselves, what they are supposed to do is complete the internal work. Then they pass the job back with clear and concise notes for Openreach engineers to complete the rest of the job. It sounds like this isn’t happening.

What also causes issues is when customers and/or the providers cancel the order and either swap to a new provider or re-order again. All the previous notes are lost and work planned is cancelled. You stated this has gone on for some time so I suspect this has also happened.