Ref: Full Fibre Installation

[anandass]

Hi ,

 Am writing to request an upgrade to full fibre {order as above }concerns regarding the handling of my order and the subsequent service visit by a contracted engineer{From Kelly}. Below is a detailed account of the issues:

Specific Installation Request:

When I placed my order, I explicitly requested that the Optical Network Terminal (ONT) be installed in my fully boarded loft. I also informed BT that the power requirements for the installation were already provided. This requirement was made very clear at the time of placing the order and was a critical part of my expectations for the installation process.

Concerns Over Security and Aesthetics:

I explained that our property’s cable feed originates from a pole that serves all nearby houses. I also highlighted concerns about security and the placement of Connection Point (CP) boxes at ground level. I requested that the CP box be installed at a high level, to align with both security considerations and aesthetic preferences.

Engineer Visit:

Despite my clear instructions, the engineer who arrived for the installation was a contractor working for Kelly. When I reiterated my installation requirements, particularly the loft placement for the ONT and the high-level CP box, the engineer’s response was dismissive and uncooperative. He was unwilling to work towards a solution that met my needs and left without completing the installation.

it so sad to see that BT is not aware  issues happening at cuomer`s end

[iniltous]

You can make as many requests as you like , they do not form a part of any contract, they are requests than can and will be refused if unsafe or unreasonable as far as time spent completing that request.

So your requests are , ONT in a boarded loft , CSP fitted at height , but that’s all they are requests , BT ( and every other ISP that consumes Openreach products ) have no ‘right’ , in the same way you don’t , to dictate what Openreach will or won’t do , in effect you wasted your breath ‘telling’ BT this , and if the BT ‘guide’ explicitly said the installation will be exactly to your specifications, they shouldn’t have .

You make your request to the installer , TBH , if your requirements were passed onto an installer,  that knew , even without visiting that your  requests were not going to be acceptable, they may not have even turned up , why bother to travel if you know you won’t fit a CSP from the top of a ladder and that’s what the customer wants .

Boarded loft  , so is this a proper room ( so has building regulations ? ) does it have  a proper staircase with handrail to access it  , is it fully boarded and properly lit ? , if all these conditions are not met the installer is quite within their rights to no enter that area , let alone fit any equipment in it .

CSP at height , the safety reason for CSP to be at a low lever trumps any aesthetic reason you may have for wanting it height ….in a nutshell your can’t insist that someone does something they consider to be unsafe , even if you don’t think it’s unsafe and even if the ‘order taker’ suggested that your requirements will be met.

However , contractors more so than direct labour, often will look to ‘drop’ unconventional or ‘demanding’ installations in favour of ‘vanilla’ installations that are quick and easy , ( and not have to contend with those that expect a ‘Savile Row’ suit for an ‘off the peg’ price )  ….if you haven’t cancelled, then the revisit should be an Openreach tech ( not another contractor ) , however even they may take the same stance and refuse your requests if they are genuinely unacceptable , or they may suggest the contractor was being difficult, and do as you require.

[anandass]

Thank foir your reply , from your last para reply, fully aware of how fibre deplyment , If customers dont have much say in this matter , of the location -simple solution is to can the order I think.

[iniltous]

Customers do have choice in relation to the location of the ONT , provided it’s reasonable …..if a mutually agreed location cannot be found , then cancellation may be the only thing to do …..if ( as an example ) a customer wanted the ONT at the rear of the property when the the optical feed is at the front , and insists no external cable on wall ( or perhaps the property is terraced so no way to cable externally front to back ) then if that internal cable run would take hours ( and the householder hasn’t even cleared furniture from the walls ) then that is an unreasonable request, this example doesn’t even have any safety concerns it’s simply an unrealistic expectation of the amount of time that would be required …OR offer a more expensive installation ( that the ISP doubtless would  pass on to the customer ) if they know their requirements are greater than most , would you be prepared to pay a premium for that ?

FYI , you can always run your own Ethernet cable from the acceptable ( from the installers point of view ) ONT location to your preferred router location.