FTTP Connection

[Andy37]

Hi, 

Having temperamental BT copper line broadband,  I contacted BT for an upgrade to FTTP. A guy came and said they now cannot connect to the chimney. He wanted 4.0m headroom across 3 properties and like many others, as I have a hipped roofed 1930's bungalow it couldn't be achieved....... and left. If he could achieve the height, then he  said he couldn't tuck under the fascia, it had to be clipped at DPC level.  

I have made a complaint to BT, who have said 'not us, I must contact either Openreach or Kelly.'

A house 1/2 mile away has had a fibre cable literally laid on  top of his 20m long gravel drive (Trip hazard).

Openreach don't want to know.(Obviously  as my contract is with BT)  anyone got any thoughts how I can come into the 21st century ??

Thanks

[gg30340]

What exactly is your complaint?

The fitter would appear to have been following the regulations for the installation of the FTTP cable and as such could not install it. 

While there are others better able to explain the installation better than I can, I would suspect what will happen next is that a survey of your property would need to be carried out in order to establish the best way to proceed with the installation.

You should contact BT again and explain what has taken place and that you, as a customer of BT, would like to know what is to happen now.

[iniltous]

Chimney brackets are now not used , so if an existing cable attaches to one , if it went faulty it couldn’t be replaced like for like , it’s the same for new work , so not reusing that bracket is normal, in fact the tech would get disciplined if they used it …height over other properties seems excessive, AFAIK , it’s 2m , and  cable on wall is far safer for the tech done at low level rather than at height so again no issues there .
As your provider stated , this is an Openreach problem to resolve, you would be in the same situation should you have chosen Vodafone or Sky for example .
Really the existing chimney bracket and height/clearance issues should have been noted at the Openreach network survey and a two stage installation set in place so the mitigation to get around these problems could be put in place before the actual appointment .
Often with bungalows and similar, once chimney brackets were outlawed, extra poles are needed to obtain the necessary height over roads/paths .

[36ULW]

The rules on attaching to chimneys changed again.

Not sure what can and can’t be done. I can check, might take a few days to get info though.

[Andy37]

My complaint is that I cannot have FTTP. The copper line is temperamental. I am paying  £50 odd a month for a poor 'service'. The  phone calls to BT promised the world. The engineer who came was negative by saying 'I can't have this or that. No positive solutions forthcoming. An overhead line set at 4.0m on my property would still decapitate adjacent householders. 

An extra pole on the boundary could serve 4 properties. Dig up the footpath and lay a duct to serve several properties - These  suggestions were dismissed, hence my frustration.

[gg30340]

So basically your complaint is with Openreach, the company that supplies the FTTP infrastructure and not with BT because BT have no control over the infrastructure any more than any of the other ISPs that use the Openreach infrastructure. 

A single engineer who called to install FTTP is not in a position to say what can and can not be done to get FTTP to your property. He may furnish an opinion but the actual decision is way above his pay grade.

You need to contact your ISP, in this case BT and ask what they can do about it by liaising with Openreach but ultimately the decision lies with Openreach.

[Andy37]

Thanks for that.

BT rang   following my raising of a complaint. The guy twice stated he would send an email around his office and would send me a job number. I would then have to contact Openreach  to discuss with them, the issues. My complaint case was closed on Thursday as me being satisfied - I'm not. My contract is with BT not Openreach, however I did try to contact them yesterday & unsurprisingly they referred me back to BT. This will be done, Monday.

I seem to be going round in circles, so I am now considering  going to the dispute resolution service etc etc.

The joys of technology!

[gg30340]

You do not have a contract with BT to supply you with FTTP. You have a contract with BT for the supply of broadband and you have said they are supplying that so they are not breaching any contract.

If you go to any other ISP that use the Openreach infrastructure you will have the same problem so I doubt you would get anywhere complaining to any resolution service that BT are refusing to supply you with FTTP.

BT can not supply you FTTP if it is not available at your address. They can only supply what Openreach offer to them and if Openreach are not able to supply it for what ever reason there is nothing BT can do about it.

[iniltous]

As already asked , what is the problem , and what is specifically your complaint ?.
If the Openreach tech couldn’t supply FTTP on the appointment date , they don’t just delete the order as if it were never raised (that’s unless you told them to go away and it was your decision to cancel )
The job is returned not cancelled with a view to resolve what ever issues were stopping the installation, in your case apparently the inability to get the necessary height /clearance for the dropwire , the cable on wall isn’t an issue , if you refuse ‘cable on wall’ at a low level that’s you effectively cancelling the order .
The lack of height may well be resolved by the addition of a new feeder/carrier pole , to gain height and avoid passing too close to other buildings etc , that needs a certain amount of planning , noticing of the council and scheduling the work , so a delay is inevitable, so in the circumstances it’s not clear exactly what your complaint is , that this should have been anticipated…..if that is your point , I’d agree Openreach should have picked this up at survey ……as far as BT in someway ‘responsible’ , as stated , how could they ever know about this in advance ?

[36ULW]

Had it confirmed.

Openreach can’t  attach a Drop Cable to a Chimney on a New Installation where no Drop Wire exists.

If an existing Drop Cable does exist then they may change it, i.e. swap a Copper Drop Cable for a new Fibre one but only if it is safe to access the Drop Wire Fixing using the Tetra Climbing Method and or via Scaffolding or a Hoist.

So basically if you have no existing Drop Cable on your Chimney then the Engineer was right not to put one on there.