New build - genuine solution?

[spud92]

Hi

We are due to move in to a newly built flat as the first tenants (Old care home converted to 5 flats). The Landlord confirmed that the new flats have been set up for Full Fibre - But this isn’t reflected anywhere on all ISP sites. 

The original care home was set up for full fibre (checking open reach with its address does show it) but the flats show as unavailable at the moment. 

I spoke to BT to resolve and they suggested;

- Signing up to Fibre 1 (£35pm) - 30-40mbps - This is the most basic package and was told that because the line isn’t active, they can only offer me minimum speeds for now  

On the BT wholesale checker link it says the details can’t be retrieved, connectivity may not be activated yet 

- By doing so, Openreach will activate the line when the engineer comes? (is this true?)

- Once that’s done, I’ll be able to switch to one of the better contracts (even if it’s less p/m) - i.e the Ultrafast packages for £29.99 within 14 days

I just wanted confirmation that this is in-fact standard practice? Is this what needs to happen with a new build/no prior connection?

[iniltous]

The building may have had a fibre leased line in the last  , but that doesn’t affect the chances of getting FTTP in anyway, the are different, and you can’t ‘convert’ a leased line into native FTTP , it doesn’t work like that , so it’s an irrelevant detail.

If the developer contacted Openreach before conversion , and agreed to make a contribution to the FTTP  network build ( as a small development a contribution is required ) then FTTP may be installed but there area lots of network providers, not just Openreach , so you need to speak , preferably to the developer, to ask exactly what has been provided and by whom, if you are dealing with a landlord, you may need them to obtain this info on your behalf, obviously the landlord may exaggerate to get the flat occupied.

As far as getting a copper pair in first then changing to FTTP  , that’s not a  ‘new build’ practice , new builds don’t get copper and fibre , they get  one or the other ….if you sign up to a copper pair service and FTTP isn’t available, you can’t simply walk away , if you get what you ordered then you don’t have a reason to walk away, so you need to decide on what is offered now , not some possibility in the future.

If you have access to this flat and FTTP has been pre provided then an ONT would exist, the fact that you are not offered FTTP initially service suggests to me that no Openreach full fibre has been provided at all , it may even be the landlord has fitted their own broadband and you need to purchase access to it from the landlord rather than an ISP like BT .

[spud92]

Thanks for the detailed response.

So essentially I’m getting FTTC and then copper to the flat? If I understand - that’s what Fibre 1 is.

So what the guy on the phone told me was;

- We will set you up with Fibre 1 and an engineer will come out and install. If the Full fibre/ultra fast set up is already there then they will set that up instead.
- when asked if they can see any equipment/set up available for ultra fast at the flat - he said that not right now, since the flat was only finished two weeks ago it could be yet to update.
- Then within 14 days I can upgrade to a faster speed package as that’ll activate the line.

Is the above nonsense then?

[iniltous]

There is a difference if the conversion was ‘new sites’ as opposed to new build , newsites , the developer contacts OR early in the ‘build’ process and FTTP is designed/ built into the development , so optical cables installed at first fix ,( so hidden behind walls etc ) the ONTs  fitted and authenticated before the properties are occupied….a new build could be a vacant plot in an established area or a demolished and rebuilt or refurbished property ( your situation seems like that ) they tend to get whatever the prevailing network in the area is , so if that’s copper pairs that what they get .

Have these flats been given a new address , or are to be known by the name of the previous nursing home just prefixed with a flat number ? , have you checked the address ( as it will be known )  here ,

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

This should show if WBC FTTP is available ( or not ) 

I suspect what will be available is FTTC , the comment about if FTTP is installed it will be used is nonsense, a port in the FTTC cabinet is allocated if FTTC is selected, the tech can’t simply change to FTTP , obviously if FTTP is available ( as proved by an ONT with the PON light steady green ) then once the wholesale checker has caught up you can upgrade to FTTP in the same way as any BT customer once FTTP is available in their area , usually ‘for free’ as OR want customers onto FTTP as soon as it’s available.

If the general area has already been upgraded to FTTP  , then once FTTC is provided it may be possible to change to FTTP but if that option were available now why isn’t it showing already , if the area is upgraded to FTTP in the future, being can flat has its own issues , so may not be available even if neighbouring ‘regular’ dwellings can order FTTP .

MDU ( multiple dwelling units ) can  have issues such as getting permission from leaseholders , etc to ‘cable’ in common areas …as stated , first I would be asking the landlord/ developer what provision  ( if any ) was made and take the previous statement with a pitch of salt 

[spud92]

Thanks again for replying @iniltous 

The care home address is still listed as “588 XXXXXX Road” but the flats are also listed on Royal Mail now as “Flat 1-5 588 XXXXXX Road”

I checked that site and for ALL of the new flats, they all say “ We cannot determine broadband availability at this location. This may be a new address to which connectivity is not yet complete.”

What would this indicate?

[licquorice]

Have you actually physically checked the flat to determine what has been provided?

[spud92]

The flat is up in Manchester and I don’t move up until two weeks from now. So I can’t get up there to view.

[iniltous]

TBH , with the info available, the only way you can really look at this is , order whatever is available to order and that seems to be FTTC , once you are moved into the place , if an ONT exists, explore the upgrading to FTTP , ( no reason why that wouldn’t be available ) the only downside is you get there and find it has FTTP but not from Openreach, that isn’t reason to leave your BT FTTC ‘contract’ , alternatively wait until you are actually in and can see with your own eyes what’s been provided.

[spud92]

I will do so. Thank you so much @iniltous

[spud92]

Just an update on this - The problems never stop;

- Viewed the flat, there is no FTTP/ONT inside that I can see.

- Broadband order was cancelled by BT as it was incorrectly showing as "Bronze" but I confirmed with OR and connections that it is indeed "Silver"

- Was told to place a landline order first (then cancel) to allow broadband set up. Did this on Monday this week. Landline order also cancelled as of today (No comms to me, I had to call and ask)

I am completely going around in circles - I keep getting told different things by different advisors and the orders I do end up placing keep getting cancelled. When I placed the LL order on the phone I was told it should go through fine, but apparently not.

At my wits end and I have spent more than 8 hours on the phone with BT over the last 2 weeks. Can anyone please suggest what to do?