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Quinn1
Aspiring Contributor
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Message 1 of 20

RE UPLOAD - Extremely Long Wait For Broadband!

Hello, after a random search i just stumbled across this community page, and i came across @Frustrated38  post about his very long wait for his broadband installation. i was shocked to realise that i wasn't the only one going through the same issue. I have currently been waiting since March 2020 for FTTH, i have sent dozens of complants to BT, and funnily enough almost every time we receive a call saying our complaint is being dealt with and then 5-10 minutes later an email saying ' your complaint has been cancelled'!

It almost feels like there is a Monopoly going on where BT are practically the only company that can provide good and stable Internet and they dont feel the need to treat every customer equally.

To explain my story- we have been waiting for years (ever since we moved into our house) for broadband, we have a phone line installed but the speeds were horrendous - around 5-10mb up and down, so we have not used it for around 5 years and instead use 4g mobile data which gives us around 35mb up and down. So we applied as soon as we could on march 28th 2020, Next day an engineer shows up (very promising) and explains to us that our neighbours both had FTTH installed around 1 year ago! and we got no information, no letter and certainly no broadband. but we went ahead with trying to figure out a plan,we would need a 400+ metre ditch and cable pulled in, so instead because we have security cameras we have a multi core fibre that they'd be able to tap into. and here is where all of the issues started, we were told that both of our neighbours had patched or buried the CBT so that we could not connect to theres and that wed need to install our own node. They gave us a date of AUGUST 2020 which was perfect! however a week before It was due to be installed however due to covid (we think) we Got a new date of June (still not bad at all). and then once again it was pushed back to JULY 2020, and once again a week before a new date was given SEPTEMBER 2020. Multiple complaints were given. WE then decided to change plan, considering BT and openreach cant communicate. this plan was a 20m ditch and put the router at the end of our drive in a shed, there is no issue with that plan ( we have been told this by 3 BT engineers) however every time a new engineer turnesd up , they all have a diferent plan , one has 400m of cable, one says they needtraffic managment, the other says they dont need it and pulled the cable in, another wants us to pay £18000 to pull in a new line. Its crazy how a company so big can be so unorganised, so The most recent dates were JAN2021 , FEB 2021, April 2021 and Now JULY2021 (which we are almost 100% garuenteed to get given a new date at this point). 

Above is obviously a very brief and vague description of our experience with BT , we have been sat here waiting for over a year. with no solution or compensation that @Frustrated38 spoke about. however we were offered a 'free' 4g data modem package, which was nice until we got charged for it a couple days after receiving it? so we sent it streaight back , very similar to @Frustrated38 situation with tv.

i saw that @JohnC2  and @PaddyB were being pretty helpful with the situation and i was wondering if i could also get some help considering ive had over 50 phone calls with BT explaining the same problem to a different person every time for there to be no resolution what so ever!

Thank you for reading , and help if you can! 

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19 REPLIES 19
imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 20

Re: RE UPLOAD - Extremely Long Wait For Broadband!

can you enter your phone number and post results  remember delete number

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



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Quinn1
Aspiring Contributor
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Message 3 of 20

Re: RE UPLOAD - Extremely Long Wait For Broadband!

@imjolly 

Quinn1_0-1620658433672.png

im not too sure which part im supposed to send. let me know

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imjolly
Distinguished Sage
Distinguished Sage
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Message 4 of 20

Re: RE UPLOAD - Extremely Long Wait For Broadband!

certainly shows FTTP available but needs survey

are you dealing with FTTP Team 08005874787?



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Quinn1
Aspiring Contributor
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Message 5 of 20

Re: RE UPLOAD - Extremely Long Wait For Broadband!

We had our first survey back in March 2020,

and yes we have tried every number possible, its almost like you call one person and they say they are not qualified in that area so they give you another number where they are qualified and need to look into it, you get told they will call you back in a week and you get nothing.  

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imjolly
Distinguished Sage
Distinguished Sage
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Message 6 of 20

Re: RE UPLOAD - Extremely Long Wait For Broadband!

All FTTP goes through the FTTP TEAM so I would keep using that number



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Quinn1
Aspiring Contributor
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Message 7 of 20

Re: RE UPLOAD - Extremely Long Wait For Broadband!

But what would you reccomend i do? this has been going on for over a year? all of these false dates that get pushed back? theres not much they can sit there and tell me other then the date that will be going ahead, and then a week before the date it gets pushed back a month or two. Im looking for someone who can help and sort the situation, thats why i made a post here.

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licquorice
Distinguished Sage
Distinguished Sage
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Message 8 of 20

Re: RE UPLOAD - Extremely Long Wait For Broadband!

As the BT mods on the forum are unable to deal with FTTP problems, I suggest you raise a complaint with the executive level team via an email to the BT CEO. Forum rules prevent posting the email address but it is easily found via Google

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iniltous
Recognised Expert
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Message 9 of 20

Re: RE UPLOAD - Extremely Long Wait For Broadband!

How far from the existing FTTP network is your property ( if there is a CBT that can provide service to you , it’s not going to be in someone else’s land as that would be a hostage to fortune, it would have to be in the public highway ) if it’s a considerable distance ( like the 400m quoted ) then have excess construction costs ever been discussed ?
Your solution to put the ONT closer to the road and presumably use your own network from that point into your home may be a solution for a leased line ( in fact it’s a widely used option where a builder houses an Ethernet line in a street cabinet and runs fibre to the individual property’s, in essence they pay one bill and collect ‘rental’ from every property that want landline type FTTP in that development) but FTTP isn’t a leased line and doubtless it won’t be considered.
I kind of suspect that your property has incorrectly been shown as FTTP available to order if it’s such a distance from the existing FTTP infrastructure, perhaps you can give more detail as to your location , distance to the nearest neighbour with FTTP etc.
If the cost to provide you with FTTP is excessive, you may be expected to pay the difference between what the USO obliges OR/BT to fund and the actual cost.
Is your application via the USO process ?

Finally , there is no monopoly, you don’t have to use BT , the infrastructure it Openreach, Openreach deal with dozens if not hundreds of providers, so if you feel you are not getting anywhere , cancel your ‘BT’ order and approach another provider that consumes Openreach FTTP products ( not all Telcos do , but there are several that do ) and  use them to get your FTTP service provided.

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Quinn1
Aspiring Contributor
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Message 10 of 20

Re: RE UPLOAD - Extremely Long Wait For Broadband!

I will give that a go. thank you

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