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Ollieg
Beginner
1,893 Views
Message 1 of 13

FTTP - Installation Missed - New Build

Hello,

 

Some help needed with the below situation please!

We recently purchased a house in a new development in Maidenhead. Within this development the majority of properties are fitted with a super fast fibre broadband service as standard (FTTP).

It appears our property (which we bought second hand) was one of the first properties built on the site (now 2.5 years old) and at the time of build, Openreach and the developer didn't get timings right and therefore missed out installing the FTTP service the row of properties on our road.

The current situation has left us with a very slow internet connection (around 6meg) which is not fast enough to allow us to work from home, due to the nature of the work we do.

We've now been in discussion with BT's executive complaint team and The developer for over seven months with no resolution. It's been verified to me by an Openreach engineer on site that the fibre cabling is right outside our property and just needs to be pulled up to the house through existing conduit, which is a very quick job. The database can then be updated and BT place an order for fibre. Speaking with BT, they have no way to initial this process with Openreach and on the other hand The developer are saying it has to be initiated by BT.

It's a very frustrating situation given our neighbours opposite and surrounding us are connected up to the fibre service (300meg speed) and we have no current hope of getting it.

The industry regulator can't help us, so any advice on how to proceed with solving this would be greatly appreciated

Many thanks,

 

Ollie

0 Ratings
12 REPLIES 12
Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,890 Views
Message 2 of 13

Re: FTTP - Installation Missed - New Build

BT Retail do not provide or maintain the external network. This is done by Openreach (A BT Group Business) who work for all Service Providers apart from Virgin Media.

 

BT Retail run this user forum. If you have an actual  BT Retail order numbe (do not show on this forum), then its possible one of the forum moderators may be able to help.

 

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Ollieg
Beginner
1,883 Views
Message 3 of 13

Re: FTTP - Installation Missed - New Build

Hi there Keith,

 

I directed our original complaint through Openreach and they passed it to BT. We cannot find a way to contact Openreach as an individual consumer, so keen to get some thoughts on potential solutions within this forum...

 

 

Thanks

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licquorice
Distinguished Sage
Distinguished Sage
1,869 Views
Message 4 of 13

Re: FTTP - Installation Missed - New Build

If the executive complaints team can't sort it, nobody here will be able to. As you say, Openreach won't deal directly with individuals. I suggest you go back to your executive complaints team handler and give them a rocket.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,866 Views
Message 5 of 13

Re: FTTP - Installation Missed - New Build

Openreach will not deal with end users, only Service Providers like BT Retail, Sky, TalkTalk etc.

 

I am surprised that Executive complaints cannot sort this out, but it may be worth asking one of the BT moderators to take a look.

 

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Ollieg
Beginner
1,862 Views
Message 6 of 13

Re: FTTP - Installation Missed - New Build

thanks Keith - really appreciate it

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pippincp
Distinguished Sage
1,838 Views
Message 7 of 13

Re: FTTP - Installation Missed - New Build

I would've though it would be a matter between the developer and Openreach as on new builds the infrastructure is installed as outlined in THIS pdf document.

 

The developer installlst the ducts and the EZ Bend cable (from CSP to ONT). Openreach then install the fibre to the CSP and site the ONT.

 

Once done it then become available for ISP's to supply the service.

 

If the engineer was correct about the ducting already being in place then it is the developer who has not installed the supplied EZ Bend cable as required.

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JohnC2
Moderator
Moderator
1,836 Views
Message 8 of 13

Re: FTTP - Installation Missed - New Build

Hi @Ollieg Sorry for the problems with your order. The Executive Level Complaints team are above the Mod team and you will need to pursue your case with your Executive Level Complaints case handler.

 

Cheers

John

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olivergdavis
Beginner
1,820 Views
Message 9 of 13

Re: FTTP - Installation Missed - New Build

Hi pippin

Thanks for the information, they're both blaming each other around messed up timings. Now if this is the case and the correct duct etc hasn't been installed by the developer - is this something that retrospectively can be fitted?

Ollie
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John25Roberts
Aspiring Expert
1,798 Views
Message 10 of 13

Re: FTTP - Installation Missed - New Build

'The developer installlst the ducts and the EZ Bend cable (from CSP to ONT). Openreach then install the fibre to the CSP and site the ONT.'

Come again? How can the Developer install the EZ Bend from the CSP to the ONT and then Openreach install the Fibre to from the CSP to the ONT?!?!?

Anyhow you're wrong. Openreach install all the cabling and ONT. The Developer just builds the Duct and Joint Boxes. Same with Copper, once the Developer lays the ducts Openreach or their Contractor Carillion do the cabling and jointing.
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