Trying to sort my FTTP connection , is driving me up the wall - please help!
My girlfriend and i moved into our new build house nearly 7 weeks ago now and we are still waiting for our FTTP connection to be set up.
I have been in constant communication with our site developers, Openreach and now BT, even before we moved in, to try and ensure that our fibre connection is sorted as soon as possible. In this time we have been told various different things, given various different excuses as to why we are not connected, and what is causing the delay. Frustratingly we were meant to be connected to the same cabinet as our neighbours (who have had connection for weeks), but no-one 'realised' it was already full - how can they get this so wrong?!
We finally had our ducting work done, splitter box installed and ONT box installed a few weeks ago now (after many arguments with Openreach and our developers), so we thought we were finally getting somewhere. However, the pon light on the ONT box is flashing, and has been flashing ever since this work was completed - therefore we can't order a fibre package.
Despite not being able to order I was advised by the developers and Openreach (who have been absolutely bleeding useless throughout this entire saga) to contact BT directly to try and get things going. I spoke to a very helpful lady at BT on Friday 3rd November, who took the serial number of our ONT box etc... and said they would be liasing with Openreach directly to try get us up and running - obviously they are eager for this to be sorted too, as they will be getting the money from us! The lady said i should hear back by the following Friday (10th November) at the latest, though it could take 10 days.
I called BT again a couple of days ago and their systems say that Openreach have still not done what they need to do to get us connected, so i STILL can't order. The pon light continues to flash and our address is still listed as 'we are exploring solutions'.
I have pestered Openreach again, but once again, they don't have a clue. They keep telling me to fill out a newsites form, which i have done many times and have not received a single reply, or any information about what's happening with our connection. Openreach keep churning out the same rubbish without actually answering any of my questions or providing any information.
We live in a village where our phone signal is awful, and when we do manage to get connected we are using up our mobile data very quickly. We need connection to work from home etc... so these delays are becoming a big issue.
At this point i am losing patience very quickly, i've had enough of being fobbed off by Openreach. Therefore, i was wondering if anyone had any advice regarding what steps i can take next.
I thought that, in a new build, things would be set up quickly (i believe connection is actually supposed to be sorted two weeks before occupancy of a new build, according to Openreach's new build information). Obviously i understand that sometimes things can be delayed a little, but this is ridiculous - especially when my neighbours, as well as other houses on the street that don't even have anyone in them yet, are connected already and have been for weeks.
I wouldn't mind so much if Openreach would actually provide me with some information, or a timeframe - at least i would know what's going on. But all i've done is go round and round in circles with them and we haven't got anywhere. Unfortunately it doesn't seem like we're going to get anywhere anytime soon either.
Any help or advice would be great - apologies for the rant.
unfortunately only people that can help are FTTP 0800 587 4787 the forum mods cannot help
there are other similar posts with people trying to get FTTP connected as openreach don't deal with customers and only deal with ISP or your developer then you try to push openreach won't achieve anything -as you are finding out
Have just received this from Openreach's Customer Escalations Team...
That would suit us dn, even slow internet would be better than no internet! However, i don't think that's possible unfortunately 😞
if new build and getting FTTP then unlikely there is an FTTC option
No copper will have been supplied to the site from the cabinet nor the means to do so. FTTP does not go to the cabinet.
We are in the same situation and I have got the exact same email from Openreach (word by word). Please could you share what you did /what happens next?