BT Cancellations of FTTP Orders

[speechless]

I live in a small block of 4 purpose built flats (2 up and 2 down). In February I helped my neighboured place an order for FTTP. The Openreach engineer who did the initial external survey told us that they would lay conduit under the path up to our communal front door and that it would require an “x-cable” (not sure what that is) but if I have remembered correctly it connects to a Multiple Dwelling Unit from which the 4 flats are fed? The conduit was laid and a cable was pulled through and then up to my neighbour’s flat and the ONT was successfully fitted. A MDU was not fitted on the outside wall. When I queried this the engineer told me that a MDU was not needed for our small block of flats. He assured me that when I ordered full fibre for my flat, they would simply pull through another separate cable. I placed my order for full fibre in September but there has been a problem getting an engineer appointment. My first order was cancelled by BT saying they would place a new replacement order but this was subsequently also cancelled. In both cases no reason was given. I’ve phoned BT Sales but nobody has been able to give me explanation. So at the moment I don’t have an open order. I’m wondering if an “x-cable” and MDU should have been fitted and that is why things have gone wrong. Your comments and advice on what to do next would be most welcome!

[iniltous]

You are using some terms incorrectly, a MDU is a multiple dwelling unit , obviously this term that can be used for a house with a single separate flat inside ,  or a tower block with dozens of individual units inside , and everything in between, not every MDU gets the same method of providing FTTP , it depends on its size and existing copper pair distribution method.

A ‘X’ fibre cable that Openreach use , looks externally like a single cable , but it actually has 4 separate optical fibres inside with 4 individual fibre plugs at one end , used to connect to the CBT (fibre distribution point ) , it has  4 individual fibres at the CSP end ( that’s the block on the outside wall of the MDU)  it basically saves running 4 separate cables along the same route from the wall of the MDU to the CBT in the street (joint-box or telegraph pole ) , so in a situation like yours , 4 flats in a 2 up 2 down arrangement it seems an ideal solution because using an X cable  means once the first flat is served , the other 3 flats are then are easier to connect as 3 other fibres are already at the MDU wall, saving some ‘work’ .

These are not particularly common ‘cables’ though , so even if the installer realised it would be the appropriate installation method in your situation , chances are it was not used at your MDU because of their scarcity of the item , but it’s not a big issue , it just means another separate cable is needed as each flat orders FTTP , from the MDU wall to the CBT in the ‘footpath’ 

[speechless]

Many thanks for your reply. If I’ve understood your explanation correctly, it wasn’t absolutely necessary to use an x-cable or MDU in my situation and it would be possible to simply pull another separate cable through the conduit. That solves one query but I’m still not clear why BT seem to be having trouble getting an Openreach engineer’s appointment and have cancelled two orders without any explanation. I’m not sure what to do next. Any ideas?

[36ULW]

Yes it’s a block of flats but in Openreaches eyes it’s not classed as an MDU.

They only class anything with 5+ Flats as an MDU.

5-15 are Reactive Builds. These are customer driven builds.

16+ are Proactive Builds. These are builds agreed with directly with the MA.

High Density Builds. These are Proactive Builds but really big ones. Like a Complex of 400+ flats that you’d only find in Metropolitan places like London.

For 4 or less flats they would be built by the Complex Build Team using what you’ve already mentioned, X & Y Cables.

[iniltous]

Put your address in here , 

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

look for the survey note , something like this ,( yours may differ slightly) 

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

what does your address show ? , also put in the flat that has FTTP installed for comparison.

If there are notes saying network at capacity or something similar, then that will be the issue , otherwise it’s odd that your order has been cancelled.

Post the results for your  address if necessary.

[speechless]

Thanks for this. Here are the results:

My Flat 3: Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Pre built to curtilage Hard. FTTP is available and a new ONT may be ordered.

Neighbour’s Flat 4: Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Pre built to curtilage Hard. ONT exists with active service.

I’m guessing that “UG” = underground. The grey plastic duct approx 50mm diameter emerges beside the communal front door. From this a cable is taken up to my neighbour’s upstairs flat and there’s a blue cord ready to pull through another cable.

The mystery is why the original order and replacement orders were cancelled by BT and why so far they have not given me a reason. I'm not sure what to do next.

[iniltous]

Everything seems OK as far as you raising an order with the network supplier , so the question is why are  the orders you do raise are being cancelled , and unfortunately only whoever is cancelling them (it could  be your ISP or Openreach ) can tell you that .

All you can do is ask (again) why your previous orders were cancelled, and possibly raise yet another order .

This question shouldn’t really matter , but just for completeness, do you have broadband (possibly FTTC ) already and if so , who with ?, and who did your neighbour who now has FTTP order that from ?

[speechless]

Yes I have FTTC with BT.  My neighbour ordered his full fibre from EE.  I have experienced problems with EE and want to stay with BT  As far as I know it's not possible to contact Openreach.

[iniltous]

You are correct in that you can only ‘speak’ with your provider, I’d hope that if it were Openreach cancelling, then your provider would tell you why they did it , as well as if BT cancelled it for  their own reasons ,  ….unfortunately the only thing you can do is enquire why the cancellation is happening , there doesn’t seem to be any obvious reason for it .

Final  point , is your flat an ‘upper’  flat , so a cable to your flat would need to pass over the wall of the flat below , strictly speaking the flat below needs to grant permission for your cable to be on their wall ( that’s until it becomes your wall ) , any chance it’s that ?, but if your neighbour with FTTP is also an upper flat then it’s not likely to be the case .

[speechless]

Like my neighbour, I have an upstairs flat. The flats are a social housing complex owned by Bournville Village Trust who have already given permission for the installation and my downstairs neighbour has no objections.

I'll trying phoning BT again to get an answer. Last 2 attempts were a 45 and 30 minute wait without getting through!  Also as you suggest, it might be worth placing a new order.