Full Fibre install

[Janice5]

I ordered full fibre broadband at the end of August, contract coming up for renewal and current package being discontinued.   September 3rd first date for engineer visit although I thought that bit soon so was that was the first delay.  Had a visit from open reach surveyor, ground works need to be done should take 2 or 3 weeks he said, measured up the route from where to connect from and chalked it all up on the path and up the garden, no problem, great or so I thought....

New date set for 3rd October, no ground works done no contact apart from a text to delay to October 28th, again no works done no contact apart from a text suggesting new date of December 16th, hmmmmm what is going on,  I have tried to resolve with customer services but to no avail that is another saga with no callbacks, complaint raised by call worker and then cancelled with no resolution, now I don't seem about to look at the timeline for the complaint that was closed then reopened at my request,  network error apparently 😐.  So if anyone knows or can tell me what it is going on and when this upgrade may really occur I would be most grateful.  Phoning customer services leaves me and from what I have read online, others very stressed.

[imjolly]

which BT broadband package do you currently have as it would be unlikely that your package would be discontinued.

can you enter your phone number or address and post results including notes

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

[Janice5]

[iniltous]

The DSL checker shows that FTTP isn’t available, (FTTPod is a different product ) so either an error was made allowing you to order in the first place because it’s not available so you shouldn’t have been able to order , but that begs the question that whoever came out on a survey and marked up the pavement etc , why didn’t they say something to you back then , ( if they could see there  was no infrastructure to connect you to ) ….or the DSL checker has been changed for your address ,  from available to not available,  indicating that even though FTTP may be in the general vicinity, because your individual address is ‘problematic’ it’s been removed from showing availability…..check your very near neighbours, what do their addresses return ?

[imjolly]

@Janice5 

from what you have posted full fibre (FTTP) is not available to you yet

[Janice5]

Do you work for BT, because I have an open order for full fibre and is it practice for BT to accept your order, delay it indefinitely, send round Openreach to do a survey and then leave you in limbo?  Curious as to how this benefits anyone. 

[imjolly]

I am a customer just like you and do not nor have I ever worked for BT.  the checker show fibre on demand but that is a business product and not the same as residential full fibre so currently it does not show FTTP available to you

[iniltous]

Who is that aimed at ? , the only BT employees are the Moderators, everyone else isn’t or if they are they say so or are not acting in any formal capacity , the advice offered is simply based on other BT customers experience etc .
BT in this respect are no different to Sky or Vodafone or anyone else , they rely on what Openreach ‘say’ , if Openreach make errors in showing availablity for example, obviously service providers like BT can inadvertently mislead consumers…..BTW , no one on here knows what’s happened for sure it’s simply a possibility that seems to fit the facts as we know them .

[Janice5]

Adjoining neighbour returns the following

[Janice5]

OK you are just customers like myself then I apologise,  also it was not meant to be an insult but rather a question understandably for me the whole process is rather frustrating.