Sorry long story.
i requested a adsl to fttp upgrade on my business premises due to the ptsn shut down back in august 2025 and still i'm fighting to get the service installed even been though the ombudsman and won that fight.
My business premises are next to my residential property (about 100m from street drop pole) and i have fttp from another provider into my house( Vodafone). i have had umpteen failed installations and even a fttp take over preformed which was corrected quickly to restore my residential fttp connection. on one installation visit engineer installed ont on business building no fttp cable going to exterior of building and marked job completed and this triggered the disconnection of my adsl and ptsn telephone service cutting my business off from the outside world (now connected via cloud voice service). i have had several engineer visits and surveys done by bt open reach engineers and they have advised that 350m of fiber cale is needed to be installed from the nod at street level and hung over 5 drop poles to reach my premises (i have 2 of the 5 drop poles already installed on my property by Bt open reach) they have requested hoist engineers to visit at the same time as the install engineer to complete the job.
Now the latest story to come from Bt business complaints dept is a run of 350m of fiber cable will degrade the service im provided and the current open reach infrastructure is not capable to supply my business and i will need to pay to upgrade the infrastructure. i have been fighting this since august 2025 and this is the 1st time i have been told this bs story and now im expected to pay to upgrade an infrastructure that is unable to supply my business with a service due to poor planning of resources. my business was est.1980 and has always had a business connection installed.
need advice on where to go now and how to deal with this situation as speaking to an out of country call center is very limited and frustrating. which is evident with the service and failed engineer booking and wrong tasked jobs. All of the distances above have been supplied by bt open reach engineers but when checked using google maps and measure distance from node at street level to drop pole outside my property and then running onto the 2 drop poles on my property and to my business building is 150m total length.
