Broadband Disconnected End of August Still Not Reconnected

[chrisjp]

But there's another issue: the OP does actually want FTTP, he only cancelled it because Openreach said no way would they dig a trench in his front concreted yard.
So, if BT cannot provide a new copper service for policy reasons, surely they are obliged to work with Openreach to get the trench dug and FTTP installed?
Otherwise, how would they service a new customer who moved into the OP's house?

[iniltous]

That’s where the story makes little sense , the OP orders FTTP , speaks to someone who ( incorrectly ) said a concrete driveway wouldn’t be excavated, so the OP unilaterally decided to cancelled their order .

Anyone ordering FTTP and then deciding that they won’t allow excavation (  when its  necessary to provide FTTP ) effectively self excludes themselves, in the OP case , they have subsequently stated they could not allow excavation anyway , OR never cancelled anything .

Openreach never said  ‘No’ , someone in the street working for OR stated that , and they were wrong , if the OP had allowed their order to proceed, then the fist stage visit would  have explained what  was required, if that proposal was unacceptable, that’s  the consumers choice to reject it , the ISP and Openreach don’t have to do anything else , a proposition was made , the consumer rejected it , that’s  the end of the story  a different solution doesn’t need to be offered .

[SaturnVBoy]

Hi

again thank you for the reply’s,

so we are clear and I have had at every stage of speaking to BT up to and including our ELC checked that it shows on our records that we cancelled the switch to the new cable in under 24 hours into the cooling of period of 14days, so the rights and wrongs of one person from Openreach installation team allegedly not knowing his job correctly are I believe not the main cause of the disconnection of our broadband, no site visit was arranged and non took place as we cancelled it in the time frame mentioned above, and we were categorically told that everything would remain the same. 
many thanks

SaturnVBoy

[iniltous]

I had previously stated my belief that the cancelled FTTP order and the subsequent loss of copper were probably not linked , too much time elapsed between the two ( so the excavation question and dubious advice are probably moot ) , however it would seem that at some point a cease order was raised for the copper service and as that is complete, it’s a case of copper service being restored ( not repaired ) by alchemy, as the standard process won’t allow it , or reconsidering the FTTP installation, the OP favours the copper restoration, and that is not easy to accomplish, but hopefully the ELC staff will succeed.

[SaturnVBoy]

Hi one and all, 

we now have broadband again,

from our end all I can tell you is, this has taken 8 weeks to resolve, we didn’t do anything wrong in the beginning , no new infrastructure was required outside or inside our property and no new pieces of kit within our property was needed to resolve this.

here are some takeaways as a paying customer for any other paying customers having to join a forum to try and find some answers as to how it will go in the same scenario:-

so you have to wait 8 weeks to be turned back on, which is staggering !

you can only speak to your ISP , not the 2 other companies of wholesale and openreach , who actually hold all the cards, and your ISP has no leverage over them , these two companies are genuinely bulletproof from any paying customers !

you have to go through many rounds of phone calls with your ISP who have different levels of competence and promises before reaching the ELC person, and this is as far as you can get , that’s if you can be a stubborn person like myself and not give up with the ringing up. Then you wait as they have to wait in line as mentioned above.

yes we have had are monthly bills credited during this, but only once the ELC got involved, and we have had 2 months credit as compensation.

as an example of time spent on this with our own efforts in phoning up, my wife and I rang up on our individual mobile phones to join the queue, one of us got through after 20 minutes and one after 30 minutes, after explaining the issue and getting two different answers I actually spoke to both call centre technicians and told them to talk to each over our loudspeakers on both our mobile phones held an 1 inch apart whilst my wife and I listened in…………………..

I thank anyone that has read my posts

I thank anyone that has replied to my posts (I have gained some knowledge)

I wish anyone that has the same issue the best of luck and hope you have a modicum of patience, because you are going to need it 

SaturnVBoy

[iniltous]

Who do you think is responsible for BT Group being run in this way , a Consumer division, a wholesale division and a network division, and not being able to ‘speak’ to each other in the way that other vertically integrated companies can , what is it that stops Openreach speaking directly to consumers , and requires that consumers can only ever speak to their provider , that only the provider can speak to the consumer, and that the divisions within BT Group cannot simply pick up the phone and speak to each other …….its OFCOM , the regulator …….no other company would chose to be set up this way , and BT didn’t choose it either , it was enforced .