Broadband FF upgrade Gone Rong Ron

[Anology]

Here is the screen shot:

I was told some time ago they'd already been up the telephone pole outside my neighbours house and made the FF connection available to me. If any of this info indicates that because of height I can't have FF - how come BT have already supplied a BT line attached to my house? 

....................................................................................Which was installed with a cherry picker.

[iniltous]

If your building is not a regular two story property but is still served overhead , then a ‘standard’ installation is not appropriate, a cherry picker ( if access for it is available ) or scaffolding , or long ladders may be needed .

For all your complaints, BT have no control over what or whom Openreach send or don’t send , on the face of it the survey note is wrong for your address , that’s why a hoist never turns up initially, the survey doesn’t indicate a hoist is required or any L2C solution.

Single dwelling unit , Residential OH , no anticipated issues , this survey appears to be wrong  , it should indicate the issue and the proposed actions needed to get around the issue , so it’s no surprise the OR tech that turns up is unaware of the issues in advance , the survey hasn’t highlighted them, this  is an Openreach error not BT and would affect any ISP that raised an order for the address not just BT .

That is an Openreach error , not BT , and for all your complaint about the notes stating a hoist ( cherry picker ) being highlighted, that notes field is not where that information is needed , it’s more a BT to customer note , not a note to arrange a hoist in advance ,  it’s not a fix for an incorrect survey note , that BT notes field is more usually used for things like ‘customer is deaf , knock very loudly’ .

Hoists can normally be requested on the day by a technician that finds they need one , and if the hoist can’t make it till the day after , normally the hoist can complete the install , because the tech does all the work needed , short if the connection to the pole , so even without the original engineer present the installation can be finished …I suspect their is much more to this , you suggest hoist access may not always be available.

As stated, if you ‘blame’ BT , cancel your order and use one of the dozens of other providers available on the OR network.

[allanraymond]

@Anology 

Personally I see no requirement to have large text to cater for various age users. It is possible for users to enlarge the text to meet their personal requirements. 

[Anology]

QUOTE:

Single dwelling unit , Residential OH , no anticipated issues , this survey appears to be wrong  , it should indicate the issue and the proposed actions needed to get around the issue , so it’s no surprise the OR tech that turns up is unaware of the issues in advance , the survey hasn’t highlighted them, this  is an Openreach error not BT and would affect any ISP that raised an order for the address not just BT .

This is the only post offered by the forum that has correctly identified the problem yet it falls a long way short of offering any type of solution. Well done that man!

This poster identifies and quotes a survey that I was not aware had taken place and this survey - by whom we are not told - must have had happened over two years ago yet to this day no one at BT has thought, despite my requests to fix the problem, to review the initial findings. If they had done I would not be here.

Come on BT/Openreach - put your Big Boy Pants On & get your act together and at least look like your trying to be helpful to your service paying customers. You never know make one small change and you might find you're actually be good as this kind of thing.

All the best.

PS: No fonts were harmed and no eyeballs were burned or offended in the making of these posts.

[iniltous]

An area is surveyed in advance of an area being ‘rolled out’ with FTTP , the survey could be months if not years before the physical work is done and availability is shown, your address wasn’t surveyed individually, the entire ‘PON’ area was surveyed, so you can get situations where something significant changes that makes the original survey marker incorrect.

You continually refer to BT/Openreach as if they are the same organisation, they are not , BT are no different to Sky , Talk Talk or anyone else and have no more or less ‘influence’ on what Openreach do or don’t do …..s stated a few times now , you are at liberty to use a different ISP if you believe that BT are failing in some way .

[tonysmini018]

Okay, so now we are getting more information.

It does look like the initial serving network notes are incorrect. (Not as big an issue as you think it is). If your home is 3 stories then it will need long ladders (contractors don’t have access as far as I know) or a hoist. Do you own the whole building or a flat within?
Also, you then mention you are in London and there are parking issues. That’s likely the biggest issue. The contractors have their own hoists available in certain areas, so if they can’t do a job on their first attempt they should have arranged the follow up visit themselves, along with notifying people that cars may need to be moved to allow the hoist access to the pole.

Once the contractors have identified the issue, if it’s something they cannot solve themselves, what they are supposed to do is complete the internal work. Then they pass the job back with clear and concise notes  for Openreach engineers to complete the rest of the job. It sounds like this isn’t happening.

What also causes issues is when customers and/or the providers cancel the order and either swap to a new provider or re-order again. All the previous notes are lost and work planned is cancelled. You stated this has gone on for some time so I suspect this has also happened.