BT Fibre Broadband Installation Mixed Messages

[Scoozi]

I ordered BT Full Fibre Broadband last week and was told that a survey would have to be done first to establish if there is ducting from the street to my home.  If there isn't, then I'll have to decide if I want to proceed.  I received a voicemail today, confirming what I thought was the date of the survey, but it indicated that full fibre broadband would be installed that day.  Does this mean that Open Reach (or their sub-contractors) will turn up with pickaxes, shovels, etc. just in case they have to dig up my garden to install ducting?  I really don't understand what's going to happen.  Can anyone tell me what the usual procedure is? Thanks.

[naylor2006]

I was told by someone that Openreach come out and do a survey and if I see them in my street prior to my installation day they are just doing a survey preparing for the actual installation.

This seems woefully inaccurate at the moment, most of the time engineers are turning out without a clue in advance of what is required, often turning down the job on the booked installation day because they dont have what they need.

Just be around for the installation and dont let anyone leave without doing the work without letting you know why, some folks have reported that engineers have shown and scooted off only to get some confusing update from the ISP a few days later.

[iniltous]

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

put your address in here and post the survey return that looks like this 

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Feed with no anticipated issues.

Housing built in the 1960’s to late 1980’s was DIG ( direct in ground ) , these addresses usually need excavation as there is no existing duct from the footpath to house wall that more modern houses have , earlier than 1960 is usually telegraph poles , the survey above is for a modern ducted property.

Also state ( or show ) if the installation process is single stage or KCI2 assure ( two stage ) 

[Scoozi]

Yes, as a communications company, their own communications with customers seem to be poor.

[Scoozi]

It says FTTP install process is 1 stage, so does that mean they assume they can install fibre broadband on the day that I thought was the survey day?  Why can't they make things much clearer for customers?

[iniltous]

OK , Single stage , but what does the survey note state ? , although generally if it’s thought to be problematic to install then it’s a KCI2 , not single stage , irrespective of the survey note , but provide the survey information anyway .

Ofcom dictates that you as the consumer can only speak to your provider, and they speak to their provider, which is Openreach , Openreach in the same way can only speak to the ISP and not you ….thats a complication that only Openreach and it’s ISP customers face , Virgin , etc have no such conditions imposed, although I’d agree that some things are communicated poorly or incorrectly.

[Scoozi]

The survey note states: 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.  However, if says "our records show ... ", I wouldn't consider that to be a "survey".

Near the end of the page it states: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.  Presumably this is a message from Openreach to BT.

[iniltous]

So a single stage installation and your house already has a ducted feed , obviously I don’t know what was said between you and BT  when you ordered service, but there is no excavation  needed , no survey needed , the installation can be done on a single visit ( hence the single stage note ) .

FWIW , there was a survey done , every address in that area was looked at , that’s why it says UG feed and not DIG or overhead , if it were DIG a second survey is necessary is required .

There is always a possibility that the existing duct has been damaged especially  if work such as getting a new driveway installed has damaged the duct by the driveway people working in close proximity , but there is currently no reason to suspect the duct is not serviceable , it’s almost certainly OK , and the job proceeds on that basis, if you are unlucky and it’s not possible to use the duct (obviously it’s underground so any damage can’t be seen so you don’t know until an attempt is made to get a cable into it ) then the options available to get around that problem will be discussed between Openreach and you , and if you feel you don’t want to proceed because of that disruption , you can cancel your order with BT 

[Scoozi]

Thanks for your help.  I think part of the issue is that the person on BT Customer Services with whom I placed the order was not very helpful and probably didn't know enough about the process. From my perspective, it was like pulling teeth.  It's only after placing the order that you glean bits and pieces of information from elsewhere and piece them together like a jigsaw puzzle.