Failed Installation of FTTP - 11 weeks and counting without internet!

[hammer124]

Hello,

I'm writing this as a last resort in the hope that something can improve my current situation. I'll try to include everything that has happened, but at this stage, it feels like I should be writing a novel!

I ordered FTTP with BT via EE on the 18th of April 2024. I was approached as an existing EE Mobile customer with an offer to "switch over free of charge" from my existing provider, TalkTalk. The offer was enticing mainly because I was being offered a FTTP 500mb package, a significant upgrade from my 150mb package with TalkTalk. Considering my contract with TalkTalk was due for renewal in September 2024, which I did not want to renew, I decided to switch.

I placed the order and was given an installation date of 10th May 2024. On the scheduled day, an Openreach Engineer arrived but stated, "oh, you don't have the external work needed, i.e., the ducting." This was odd since my address was stated as being available for FTTP, and I expected the internet to go live as per the order confirmation on 10th May. I have since learned that this does not necessarily mean you have everything in place from an infrastructure perspective to be connected on the day.

I immediately contacted BT to ensure that my current service (TalkTalk) would continue until the new one (BT) was live. Unfortunately, I was told that Openreach had already switched off my current provider! This was surprising, given that everything I read online says they shouldn't do this.

BT called me back on the same day with an offer for a 4G minihub to give me some form of internet until the installation was complete. However, the minihub would only be valid for 60 days and had to be shared between my three housemates (two of whom work remotely full-time, and myself who is between home and the office). BT assured me that I could get another one if the work took longer than 60 days, but they usually complete delayed installs within this timeframe. On 12th May, another BT representative informed me that the external work could take 4-6 weeks to get council approval and complete the ducting.

For the next seven weeks, I was back and forth with BT (and Openreach through BT) while using a 4G minihub that offered no more than 30mbps between three people, trying to get an answer on when the external work would happen. Every time I called, Openreach told BT they were trying to come the following week, but they never showed up! The lack of communication between the two organizations was appalling, resulting in me having to ask BT to call me back at specific times as Openreach had no updates. I would like to think I was being patient, but at this point, I decided to raise a complaint and escalate my order.

Finally, after raising a complaint, it looked like things were near the end! On 19th June 2024, two contractors arrived outside the property at lunchtime, drilling a hole in the ground. Great, I thought, we're one step closer! A week later, Openreach called me directly to arrange for my installation on 26th June. Finally, I might have the internet I was promised months ago!

An Openreach Engineer arrived on the promised day. He was baffled as to why no internal work was completed during the seven weeks I was waiting for the external work. He had been informed by the previous engineer that this was already done! Nevertheless, he proceeded with the installation, hoping for a quick install. However, my housemate, who was home during the installation, called me to say, "it can't be completed; the engineer says there's a blockage in the ducting." At this point, I could only laugh at the fact that the ducting was just installed, but none of the contractors checked to see whether it was installed correctly.

I contacted BT again, and Openreach informed them that they needed to dig in the road, which would cause more delays. They assured me that this should be completed between the 22nd and 24th of July. However, there still needs to be a third engineer visit to actually connect my internet, so I wouldn't be live on the date the external work is completed. This week, I eagerly awaited Openreach to complete the external work, tracking their planning permission via one.network. All signals indicated they were coming on the 23rd-24th of July. But no!

So, it's been 11 weeks and counting since I should've gone live. Openreach has failed to show up to complete the external work they promised BT would be completed this week (w/c 22nd July 2024). Now, they're saying their contractors are "aiming to have everything finished by 30th September." That's 20 weeks since I should've gone live!

This is completely unacceptable. BT seems to be doing everything they can to support me, and I have to give credit to the teams I've spoken to on the phone. Unfortunately, Openreach is not committing to any date, forcing BT to constantly go back on what they say to me. Since the last failed installation date, they've done nothing for 4 weeks! I've complained and had my case raised to the escalation team, but nothing has changed. I don't understand how Openreach can say they have council permission, quote a date for external works, and then not show up, pushing things back another two months!

I would appreciate any advice or guidance. At this point, I am seriously considering taking the compensation I have accumulated and switching to Hyperoptic, as I know they use their own engineers. I cannot continue relying on 4G minihubs and hotspotting my phone for work purposes.

Thank you for any help you can provide.

[Keith_Beddoe]

@hammer124 

Unfortunately any compensation is only paid towards future BT bills,  so if you cancel, you will not get it.

If you do not want to wait any longer, then its up to you if you want to cancel.  Any fibre optic provider is still going to have to use some form of ducting.

Delay on Openreach provisions are quite common, and affect all providers that use their network.

[hammer124]

@Keith_Beddoe that's weird because Ofcom told me I would still be eligible because the reason I am cancelling is an extreme delay in activation...

Yes, they'll all use the same ducting but the delay is with Openreach. I get that delays are common but is 20 weeks acceptable considering they've already failed to install twice and I thought had completed all the external work required?

[hammer124]

Surely there's some mods that can look into this for me? I can't believe the BT app doesn't give you updates and you have to ring them constantly.

Not to mention that Openreach canceled my existing provider, when they shouldn't have either a miscommunication from BT or Openreach.

[Keith_Beddoe]

The moderators have no control over Openreach, so its unlikely they could help in this case, as you have already stated the situation. I will ask one of them to comment.

BT have offered you 30Mbs 4G Mobile broadband which would normally cost £75.48 a month, which you have accepted for free, which can be renewed every 60 days if needed, which is quite generous, and not all providers offer this.

If the road has to be dug, then that can take time, especially if traffic controls are needed.

You will probably find lots of posts from other forum members, with similar stories.

[iniltous]

TBH , there is no reason why the TT service ( presumably on ADSL or FTTC ) would be ceased because you are getting BT or EE ( it’s not clear which ) FTTP , the only ‘link’ between the orders would be if you were porting the telephone number and the FTTP order was closed as complete in error , were you porting the number , who advised TT , you or BT/EE ? 

Some addresses  are known  from the survey ( before FTTP is provided in the area ) they are will require extra work , they are KCI2 , ( two stage installs ) the initial order ( first stage visit ) should get a long lead time ( 30 days ) the first date  isn’t the contractual date , as the work needed ( the first stage work ) could be time consuming, any  delay may not be within Openreach’s control ( like noticing the council if road closures required etc ) 

Enter your address here , 

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

Can you post the entire return ( obscure your address ) 

Does  it say , single stage or KCI2  assure ?

there will also be the survey note , similar to this 

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Feed with no anticipated issues.

Does your survey note  mention  ‘partial DIG’  ? If it does , the need for excavation is already known and a delay should be built into the dates given and the possibility of extending the date should be made known .

[hammer124]

@iniltous Exactly my point, I was told by BT it shouldn't have been closed and it was definitely marked as complete in error by Openreach. BT were liaising with Openreach/TT about me changing provider, TT only contacted me directly to try to retain me as a customer. The fact that I did not go live on the date promised 10th May - should've resulted in BT updating TT to maintain my existing connection in the mean time?

These are the current results I have, I have checked this constantly throughout the process but nothing has updated, even considering they installed ducting:

[hammer124]

@Keith_Beddoe yes, I'm thankful for BT offering something considering I have no internet now down to miscommunication either from themselves or Openreach...

I understand if traffic controls are needed, the issue I have is Openreach had communicated that they have the necessary permissions to proceed with the dig, to then only backtrack on their word.

[Keith_Beddoe]

Its possible the copper route was recovered so that the fibre could be pulled through, which was not successful. Openreach would not have been aware of the TT service, as they are a different provider. In most cases it would be an existing customer upgrading from copper to fibre.

I suppose they could have used the copper pair to pull the fibre through, not sure if they do that, but I am sure I have read it on this forum before.

If the copper has been recovered, there is not much you can do now

[hammer124]

@Keith_Beddoe but why would the civils team installing the ducting not ensure that the cable can be pulled through? Why does it take two separate visits for someone at Openreach to realise this?