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Survivor
Beginner
311 Views
Message 1 of 7

I've been waiting over 6 months

I ordered BT Fibre (FTTP) on 8th July 2020.

Apparently a telegraph pole needs replacing.

Why am I still waiting?

Who decides on the priority for the installs team?

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6 REPLIES 6
-Richie-
Guru
294 Views
Message 2 of 7

Re: I've been waiting over 6 months


@Survivorwrote:

Who decides on the priority for the installs team?


Openreach own and maintain the network, If a pole needs replaced before you can have the service provided, it will be down to Openreach to allocate the team to carry out the work.

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Survivor
Beginner
280 Views
Message 3 of 7

Re: I've been waiting over 6 months

Thanks Richie. Unfortunately Open Reach won't communicate with me, they only talk to BT.

When I talk to BT they don't seem to know.

When they ask Open Reach, BT just come back with a new installation date which again is missed. No explanation.

The current date is 15th April which will be 9 months wait, but I have no confidence it will be done by then either.

Why can't someone just tell me what the problem is?

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-Richie-
Guru
278 Views
Message 4 of 7

Re: I've been waiting over 6 months

Do you have a working service now ? is this an upgrade or new provision ?

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Survivor
Beginner
274 Views
Message 5 of 7

Re: I've been waiting over 6 months

I have broadband over copper wires from my old supplier, so it's a new provision of fibre to the premises.

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-Richie-
Guru
266 Views
Message 6 of 7

Re: I've been waiting over 6 months

Lockdown has impacted most things, provisions and upgrades are going ahead if you have under 30 mbps, in your case there's a pole delaying the provision.

If your current broadband is unusable due to speeds you could ask BT to escalate it with Openreach, If your current speed is ok you could just wait and let things continue as they are, the pole could require a road closure or other external work, delays are unavoidable currently.

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Survivor
Beginner
241 Views
Message 7 of 7

Re: I've been waiting over 6 months

You are a great correspondent Richie. It's nice to be listened to!

Zoom keeps telling me my 10mbps connection is "unstable" and frequently logs me off and tries to re-connect.

The matter was escalated with Open Reach on 5th December.

The pole is in a school playing field so no road works needed.

I have been told they have permission from the school, they have a new pole (it needs to be metal) and they have updated "safe dig plans".

And yet the next date I have is another three months away.

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