FTTTP New build property

[Buncy]

Hi, Id like to clear something up.

Were about to complete on a property (new build), should the ONT be up an running the day we move in? if its not there is it the developers responsibility to have it installed ready for the new home owner?

thanks 

[stevebrass]

I don't know but in any event you need to talk to the developer to clarify what arrangements they have made.

[imjolly]

I agree with @stevebrass  and you need to get in touch with developer unless very small development of just a few homes.  Is the house actually built as normally you would get asked about ethernet patch panel and rooms to be connected

[iniltous]

Generally, with new sites , where the developer has engaged with Openreach , then the OR ONT is fitted and ready for an order to be raised by an ISP on behalf of the occupant by the time they move in,  …however things can go wrong , if for example the developer indicated to OR that plots 1-10 where to be built first , then 11-20 , then 21-30 , OR structure the network to be built for plots 1-10 , getting joint boxes built , connecting ducts , fibre cables etc, to connect up to the network…if the developer without liaising with the OR new site rep, builds and hands over plot 30 at the same time as plots 1-10 ,  then the OR network may  still only be outside plots 1-10 and the developers customer has to wait until the OR network passes 11-20 , and then 21-30 before they are connected , so a delay ( due to the developer  ) can happen….developers cannot handover property’s that doesn’t have water, sewage or power , but they can handover plots without any ‘broadband’ .

There can be other issues , delays getting the spine  fibres to the site , or technical issues where the ONT is present but the PON light is flashing , so everything is ready but the ONT isn’t authenticated onto the system, but all these issues are not very common, the chances are much greater that the ONT will be ready for service , the PON light on the ONT steady green , and ready to be used by an ISP 

[pyrotenax]

We have been in our new build property for 8 weeks now , and although being told by the sales center that

"we would have fibre on move in day"

and

"all we would need to do is ring up and activate it" 

The reality it quite different.

I currently have a bit of rope poking out of a duct near my front door, which has been there for 4 weeks now.

The BT app is useless , just saying there is a "specialist team working on it and awaiting an update"

 I get plenty of BT text messages stating "I need a survey carried out"

The last I heard from the site manager was that my duct run is 485m and that it is greater than what is anticipated (350m) and it needs re-planning.

After numerous calls and emails, I feel let down and disappointed by BT by allowing me to place an order and get an activation date of 26th April , only for the actual install to be so far behind.

I had Openreach guy call me on Friday explaining about the delay and he was in possession of new drawings and hoping to get it escalated and resolved soon. He also mentioned I could call / text him about progress frequently. A nice chap really.

Anyway ...I hope yours goes without a hitch 👍 

[pippincp]

Why you are disappointed with BT is beyond me, you would have the same problem with any other ISP.

No ISP can sell you a service until Openreach have released the product for sale on the site.

As Openreach have contacted you that shows it was no fault of BTRetail (your ISP), further as the OR guy stated he is now in reciept of new plans that would point to the developer being at fault. On new builds it is now the developer who installs the ducting (supplied by Openreach) and should do so in accordance with Openreach guidelines. This obviously hasn't happened  in your case and the fault lies squarely on the developers shoulders.

[Starwire]

Developers probably changed something, most likely the site layout/plots/etc and hasn’t informed the Openreach New Sites Rep/Team.

Easier to blame BT though because they’re mind readers apparently.