How Long To Get Setup

[jacobhewitt]

Hello,

I purchased Fibre Broadband on the 1st of July. 

My Modem arrived on around the 18th and I was scheduled to have an engineer visit on the 22nd.

Nobody arrived on the 22nd so I opened a complaint.

Since this complaint has been open I've been getting status updates telling me that the service provider is needing to do external work and that it's with the 'Line Plant' team.

Do you know how long this work takes on average? There has apparently been 5-6 external works with no end in sight. When I call up BT people tell me that it should be resolved with the next external work however nothing is happening.

I'm getting compensated £5 however It's nothing compaired to the damage this is doing to myself and my partner as I work fully remote in IT.

When I was sold the broadband the guy said that I already have a line so you should have internet on the 22nd on your go-live date.

It's now 26 days after my go-live date and I have no idea when my internet will work.

Nobody can give me the slightest bit of information. I don't know if the guy incorrectly sold me fibre and there's not actually the infrastructure for it? Or maybe they're just swamped and they're not sure when they'll get to it?

It just seems like they're holding me here in limbo with the £5 a day compensation with no priority on actually getting it working for me.

Surely after 26 days (+ 22 from when I placed the order) I should have some inkling of when I can expect my internet to work!!!

FYI I have been sent a BT mini hub however the internet is very slow/unusable due to the reception to it.

[imjolly]

does your phone work?

are you getting FTTP - fibre to the premises or FTTC fibre to street cab and copper line to home?

if phone works enter number and post results   if no phone use address

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

[jacobhewitt]

I didn't buy a phone line. Just broadband.
I've not been aware if it's FTTP or FTTC.
I would hope it's FTTP but I'd take either right now.

[imjolly]

enter your address in link I posted then post results using camera icon

[jacobhewitt]

[imjolly]

from what you have posted you cannot get FTTP so it must be FTTC which you have ordered either fibre 1 55/10mb or Fibre 2 80/20mb .  the dslchecker shows connections are available from your cabinet

although you have ordered broadband without ability to make/receive call you still have line rental included in your package - you cannot get broadband without a line whether copper or fibre.  do you have a master socket if so which one

[jacobhewitt]

I've got the Master Socket

Number 7

[imjolly]

have you tried connecting the SH2 to the master socket with the rj11 cable supplied?  if so what colour of light is the hub?

[jacobhewitt]

It's a purple flashing light which signals 'no line connection' if I remember correctly.

[DanielS]

Hi @jacobhewitt,

Welcome to the Community.

I am sorry to see the delay that you've had trying to get your broadband set up. The type of technology that your line will be on is called SOGEA. Basically, it's FTTC with no line.

I know you have other people looking into your order, as you mentioned, but I feel it would be beneficial if we looked into it. We can find out who is dealing with it and do our best to help you. I'll send you a private message with some of the details that I'll need before we can look into it.

Thanks

DanielS