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leesy24
Aspiring Contributor
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Message 1 of 22

Three week wait because Openreach cannot locate cable.

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Hi,

Our Superfast Broadband was due to be installed on 21/05/2019; however, after three days Openreach stated they could not locate part of the old cable into the house to upgrade it and instead hooked our phone service up to a newer cabinet.

The problem is that BT are saying that this cabinet's fibre connections are full, and are adamant that Openreach should find and replace the cable - Openreach say this is too difficult and want BT to provide more capacity at the cabinet.

We have had loads of contact from both companies but neither appear ready to make a final decision on how we progress from here. In the meantime our mobile data costs are skyrocketing (hopefully the £5 a day compensation will be confirmed soon).

I was advised by an Openreach engineer to ask BT to Cease and Reprovide, but their contact centre were mystified by this.

Anyone have any ideas how we can move this forward?

Thanks, Lee.

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21 REPLIES 21
Distinguished Sage
Distinguished Sage
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Message 2 of 22

Re: Three week wait because Openreach cannot locate cable.

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if you have a working phone then enter your number and post results  remember delete number https://www.dslchecker.bt.com/adsl/adslchecker.welcome

it is openreach who are responsible for upgrading the cab capacity and nothing to do with any ISP including BT Retail

cease and reprovide will just get you connected back to the cab you are on



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leesy24
Aspiring Contributor
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Message 3 of 22

Re: Three week wait because Openreach cannot locate cable.

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Thanks for the reply - I just seem to be caught in the middle of The Blame Game.

Apologies for the poor pasting. Please note that Cabinet 41 is the newer one seemingly without any availability - the hard-to-find cable belongs to the other cabinet that was used by the previous occupants.

BT BROADBAND AVAILABILITY CHECKER
Telephone Number 02891xxxxxx on Exchange NEWTOWNARDS is served by Cabinet 41

Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Handback Threshold(Mbps)
WBC FTTC Availability Date
WBC SOGEA Availability Date
Left in Jumper

High
Low
High
Low

 


VDSL Range A (Clean)
80
59.8
20
19
54.1
Available
--
--

VDSL Range B (Impacted)
80
55.9
20
18.5
49
Available
--
--

Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
WBC FTTP Availability Date


FTTP on Demand
330
30
--
Available
--
--

ADSL Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
Availability Date

Left in Jumper
WBC ADSL 2+
Up to 5
--
4 to 6
Available
--
--

WBC ADSL 2+ Annex M
Up to 5
Up to 0.5
4 to 6
Available
--
--

ADSL Max
Up to 3.5
--
2.5 to 4.5
Available
--
--

WBC Fixed Rate
2
--
--
Available
--
--

Fixed Rate
2
--
--
Available
--
--

BET
Up to 2
--
--
Available

Last Test Date
08-05-2019

 

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 22

Re: Three week wait because Openreach cannot locate cable.

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Its very unlikely there was another cable to a different cabinet. What is more likely is that the previous occupants were connected to cabinet 41, and when they left, the connection would have been ceased and re-allocated to the next customer who was waiting for a port to become free. This is often the case if the cabinet is full.

All you can do is to wait for Openreach to increase the capacity in the cabinet by either adding more cards, or extending the cabinet if it is possible.

leesy24
Aspiring Contributor
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Message 5 of 22

Re: Three week wait because Openreach cannot locate cable.

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Hi Keith, thanks for the reply.

The first Openreach engineer told us that the connection used by the previous occupants was from the further away Cabinet 2, which wasn't fibre-enabled until more recently and therefore has connections available. Oddly, he then moved our phone service to Cabinet 41 and told us that he has asked BT to request that Openreach add a new card... I suppose it solved his cable problem!

The house had been empty for18 months, so you are right in saying that their line would have been re-allocated, whichever cabinet it was attached to.

I'm against accepting the very low-speed option in case we are locked in to super-slow broadband contract for 18 months - BT's threshold promise for an ADSL connection is only 1.4mbps - and at our age life's too short for buffering.

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Distinguished Sage
Distinguished Sage
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Message 6 of 22

Re: Three week wait because Openreach cannot locate cable.

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what you have posted seems to suggest fibre is available but difficult to be sure due to formatting

was there anything in the notes on dslchecker about capacity?

openreach won't move cabinet just for broadband purposes - covered many times on the forum



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leesy24
Aspiring Contributor
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Message 7 of 22

Re: Three week wait because Openreach cannot locate cable.

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Hi.

Under the WBC FTTC heading for VDSL it does say Available, which makes the 3 week delay even more galling.

I thought BT and Openreach would have some sort of interaction - they seem to ignore each other a lot.

 

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Distinguished Sage
Distinguished Sage
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Message 8 of 22

Re: Three week wait because Openreach cannot locate cable.

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Just because they are both part of BT GROUP there is no better connection between openreach and BT RETAIL than there is between openreach and SKY, TT as set out by OFCOM



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leesy24
Aspiring Contributor
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Message 9 of 22

Re: Three week wait because Openreach cannot locate cable.

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I know BT and Openreach can't do each other favours but surely they should be on speaking terms - a three week wait for a connection on a cabinet listed as having availability seems far too long.

 

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leesy24
Aspiring Contributor
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Message 10 of 22

Re: Three week wait because Openreach cannot locate cable.

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So, it's now going on for FOUR weeks without any internet... this despite a load more phone calls and an engineer due out today who decided they couldn't be bothered to turn up even though three different BT people told us the problem would definitely be fixed this afternoon.

Being lied to constantly has been very annoying indeed.

Does anyone have any idea how we could escalate this to finally get some satisfaction? Any help would be much appreciated.

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