Where do I start? Can't get anywhere with customer services as no one seems to know what the hybrid fibre cable is.
Please help. After years of trying to established a reliable connection through our copper BT cable, we gave up and transfered to a wireless internet provider, taking our BT landline number with us.
Roll on a few years and Openreach have brought Fibre Cables to our area. Great news, we book a new broadband service online and to port back our old BT number. We now have Fibre to Property. This is where are headaches begin. Engineers connected us to the network with a new fibre/copper hybrid cable and removed our old style copper cable. The engineers were under time pressure and left our property with a modem and instruction to 'plug the lead in when the blue light comes on'.
Other engineer arrives and cannot connect the phone line due to installation not being complete. Not seen a hybrid cable before.
Loads of phone calls later, no one seems to know what the hybrid cable is and we are informed that we cannot port back our old BT number. No one can explain why, just that it's not possible. Computer says no. Just have a new number. Not an easy option when our existing number is on multiple essential call lists, including emergency data. Changing the number is truely not an option.
I've read on other community questions that there are circumstances where a port back is possible. Please, who can I contact that knows how to progress this situation? Just someone who can get an engineer out to complete the installation would be a starting point.
Thanks for replying so quickly and providing the FTTP number. I called them last night. They are still advising that we need a new number due to Ofcom regulations restricting porting back an old BT number from a wireless ISP provider. After speaking to Ofcom today, they confirm there is no such regulation.
I feel we're getting the run around here. I also suspect that the number can be ported back, but it's a bit too much trouble.
I'm just trying to speak to someone who will at least try to help.
I suspect you're right! I could sell our installation fiasco as a Carry On sketch. If it was someone elses tale, I would find it mildly amusing.
We aren't going to get an engineer out to connect the copper apparently. BT can see little point.
Not sure if the mods can help with this as they can't deal with FTTP problems but this seems more of a porting problem that they might be able todeal with.
I will alert them to your problem.
Thank you. I do suspect it is a porting issue now. Initially we we're tied up with the fttp, hybrid cable terminology and customer services were just as confused as us.
I just need a little direction now.
Hi @DustyDoris welcome to the forum and sorry that your number was not ported over. I'm sorry but the Mod team can't renumber or port numbers on to FTTP lines. The product is handled by a specialist team and I would suggest that you go back to the FTTP team to clarify why the number cannot be ported.
For John -
Obviously you know better than I - but surely the copper pair in the hybrid cable is not part of FTTP as such (unless of course, it's part of how the line is managed??)/ I'm comenting as that should be exactly how my service is / will / may be delivered - we're on two overhead cables at the moment and I'm keen to get rid of both of them to reduce the wind loading on my gable end. The challenge is that it's not possible to talk to anoyone at the BT group and the service supplier doesn't want to know. Simplistically there's copper on 'my' existing pole and fibre waiting to be connected to the network.
For Dusty Doris
Keep fighting the good fight, don't lose heart, but more importantly do keep posting on this thread - since your experience may well help others. Large businesses rely on customers' inertia to cover up their shortcomings and these gaffes deserve an airing.
We may be getting somewhere! More phone calls and we have an engineer booked. Weeks away, but at least someone is coming out to us. I hardly dare say any more as yet, because the fiasco may still continue. However, I will update the thread as and when, because reading up on this forum gave me the incentitive to keep pushing to get past the first hurdle. If only there was a way of speaking to OReach. So frustrtaing to keep being told they are non custometr facing.
One point worth mentioning again, if Ofcom regulations are quoted to you on the phone and they sound a bit off, please check directly with Ofcom.