Home move, no engineer!

[natswright]

I booked my house move and the engineer is scheduled for today, but not confirmed. I had one open reach email saying there were issues, then no communications at all.

Is this normal? Why have they not contacted me either way?

Whats the best way to get in touch with them?

They texted on the 16th dec to say external work was needed, and would be in touch withing 8 days

[Keith_Beddoe]

@natswright 

See if anything is shown in the notes on this page.

Use the address checker on the page below, and post the results, but edit out your address details first, but leave the exchange name and cabinet number showing.

https://www.broadbandchecker.btwholesale.com/#/ADSL
Please include all notes at the bottom.

It should indicate if there is a potential issue.

You cannot contact Openreach, only BT.

[natswright]

It wont accept my telephone number and I have no idea what the other fields are...

[Keith_Beddoe]

@natswright 

Use the Address checker option, as shown below.

[natswright]

Ah, thanks, I get this information?

[Keith_Beddoe]

@natswright 

That indicates FTTP is available, single stage.

Is it a new build you have moved into?

Is there an Openreach ONT already installed?

[natswright]

Yes, 8 years old, but pretty new. The house has Virgin Fiber and a BT box on the outside of the house

[Keith_Beddoe]

So the property is fed by copper at the moment. Perhaps Openreach did not have a spare ONT? 

The optical fibre would normally take the same route as the copper. They may have visited first to see if they can get the fibre through, and discovered a blockage.

https://www.openreach.com/help-and-support/full-fibre-broadband-installation-checklist

Perhaps the Virgin Fibre is in the way, also a Virgin ONT may be present inside.

[natswright]

On the phone now, seems the order was messed up, so it needs cancelling and placing again....

[Keith_Beddoe]

And I bet they will force you to move to EE, and offer more than you need, that seems to be the way things are going, all commission driven.