Delays in getting FTTC set up - customer service nightmare

[emmawhittington]

Hi all

I'm hoping that someone can help us to get through the issues we're having getting set up on FTTC broadband with BT.

When we moved to our home a couple of years ago, only ADSL broadband was available at very slow speeds so we signed up to 4G wifi with Three. This worked well most of the time but when the local telephone mast went down (which happened more and more frequently) we were completely cut off which was very difficult when both working from home.

FTTC became available shortly after we moved to the property so once we could get out of contract with Three we decided to sign up for BT FTTC. Our next door neighbours had already signed up and said it was great.

I called BT in the w/c 29 March  to switch our internet to BT. The initial estimate for an engineer visit to get us set up was 5 working days. We were told we would need a BT telephone line and ADSL set up and then we could be switched to FTTC.

After many delays, we finally had our telephone line and ADSL set up on 12th May.

After many more delays, our FTTC was due to go live on 3rd June. This doesn't seem to have happened as our speeds are still very slow and we never received a confirmation email to say it was complete (which the previous emails had said we would).

I called BT on 4th June to report this and was told an engineer appointment would be booked for 5th June. The operator said she would get it booked and call me back in 5-10 mins to confirm. Her call never came so I called again a few hours later and the operator booked an appointment for 7th June.

7th June came and no engineer showed up - I called again and was told the booking had not been made properly. I was given another appointment of today 9th June. I called on 8th June to make sure it was booked in properly this time and I was assured that the appointment was booked and an engineer would definitely be coming on 9th June. On checking My BT this morning it said the engineer appointment was complete despite nobody coming. I called again and was told that the engineer appointment had again not been booked correctly. I have now been given an appointment for Friday 11th June.. I obviously have no faith that this will happen.

Is anyone able to help to get us switched over to FTTC as was supposed to happen last week. As far as I understand it, it's simply a case of moving us to a different port in the cabinet. How can we be a couple of months down the line and still have no usable internet?

Thanks, Emma

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Normally you would not need an home visit from engineer to move from ADSL to VDSL/FTTC

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

[emmawhittington]

Thanks for your response. Yes I didn't think we'd need an engineer visit but that's what seems to be being offered to sort out the problem. I'm hoping that if someone does come they'll be able to sort the switch over as nothing appears to have been done.

Router - 192.168.1.254

Info from the broadband checker site is attached.

Thank you.

[licquorice]

That would appear to show that you have been switched to VDSL but have a terrible download speed of only 2.32M rather than the predicted 18-11M. The engineer visit is presumably to fix the fault.

[emmawhittington]

[emmawhittington]

Ok thank you - that's helpful to know that we have been switched to VDSL/FTTC.

So now it's just a case of getting that elusive engineer appointment to actually happen..

[imjolly]

is the SH2 connected direct to the master socket (with filter if needed) and not to an extension socket elsewhere in your home?  are you able to connect to test socket with a filter to see if that helps?

which master socket do you have

[emmawhittington]

Hi all

The plot thickens..

I just saw an Openreach van outside my neighbour's house so went out to chat to them.

There are three houses here in a small hamlet. We are all connected (semi-detached).

One house has FTTP. Their wire actually comes across our property to their house.

Us and the other house are trying to get BT broadband. We have been repeatedly told we can only get FTTC.

The engineer at my neighbour's house (they were due to get their FTTC installed today) told us today that we will only ever get around 2mbps on FTTC at our location, despite what we were being told by the broadband checker website.

They also said we should be able to get FTTP as it is there on a post outside our house and has availability. They also confirmed it comes across our house into our neighbour's house. They said the reason the BT system is stopping us from getting FTTP is because the post isn't associated with our properties.

Does anyone know how the BT system can be updated to allow us to place a FTTP order?

I'm told that a government grant paid for the FTTP to be brought down to the hamlet, so it seems ridiculous that only one house is benefitting from it at the moment.

Thank you.

[emmawhittington]

Hi we have socket 2 with a filter to plug in the landline phone and hub.

Sorry what's the test socket? As far as I'm aware we only have the one socket.

Thanks.

[imjolly]

the dslchecker is maintained by openreach and is nothing to do with BT retail  at present until checker shows you can get FTTP then you will not be able to order

are you able to run dslchecker but using neighbour phone number who says they have FTTP and post results

can you also post hub stats by going to hub manager then advanced settings then technical log information - it provides more connection information than you posted previously

the test socket is behind the removeable bottom half of your master socket and eliminates your master faceplate as causing problems.  post other information first please