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hebaishi
Beginner
230 Views
Message 1 of 10

Three months, still no broadband

I moved into a new build property in early December last year, and I contacted BT about making an FTTP order. I was informed my property would be ready for service on the 4th of January 2018. That date came and went, and i mid-January I received a text message from BT telling me my property still wasn't ready for service. I have spoken to the FTTP team on 0800 587 4787 numerous times, but all they tell me is that my property isn't ready for service.

 

A couple more weeks passed, and I received more text messages from BT (on average, I get one every three weeks) telling my my property wasn't ready for service. On the 25th of January I received a letter from BT telling me 8 weeks had passed since I first made the complaint, so I had the option of contacting the Communications Ombudsman to resolve the issue. I did so at the end of January.

 

I have now received a response from my investigating officer at the Ombudsman Services. He simply informed me that my property still wasn't ready for service, and that there was nothing he could do about it.

 

It has now been three months since I first contacted BT about making my fibre optic broadband order, and all I know is that my property isn't ready for service. Any help or guidance in this matter would be greatly appreciated.

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9 REPLIES 9
Distinguished Sage
Distinguished Sage
217 Views
Message 2 of 10

Re: Three months, still no broadband

Is the new build on a development, if so you could try chasing up the developer to see if they can chase things up. 

 

If it is a "self build" with no developer I don't think there will be anything further that you can do. You have exhausted the complaints system and gone to the Ombudsman.

 

It will be a matter of waiting now for BT's supplier, Openreach, to complete the work that needs to be done or for you to look into the possibility of some other means of supply to your property with broadband.

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hebaishi
Beginner
209 Views
Message 3 of 10

Re: Three months, still no broadband

I have spoken to the developer and they have informed me that there is nothing to be done on their side. I know for a fact that our neighbour who lives in the same building a few doors down from us is already connected. I actually already have an ONT Unit in the flat, so I don't really know what work OpenReach need to do.

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Distinguished Sage
Distinguished Sage
205 Views
Message 4 of 10

Re: Three months, still no broadband

What lights are showing on the ONT?

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hebaishi
Beginner
201 Views
Message 5 of 10

Re: Three months, still no broadband

Power: Green

PON: Off

LOS: Red

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Distinguished Sage
Distinguished Sage
199 Views
Message 6 of 10

Re: Three months, still no broadband

Regarding what has still to be done, there is nobody on this forum that will be able to answer that for you.

 

You could try contacting your MP and ask if there is anything he/she can find out failing that, as I have said, all you can do now is wait or look for some other way to get broadband. I would however keep pestering BT although it will no doubt fall on deaf ears. 

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Distinguished Sage
Distinguished Sage
190 Views
Message 7 of 10

Re: Three months, still no broadband

If LOS is red, then there is no optical signal coming in. Is there a fibre connected?

 

See this picture http://forumhelp.dyndns.info:8088/myweb/web/broadband/infinity/fttp/fttp.jpg

 

Or http://forumhelp.dyndns.info:8088/myweb/web/broadband/infinity/fttp/new%20ONT.jpg

 

You should be able to view these temporary pictures until 1500 today.

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hebaishi
Beginner
174 Views
Message 8 of 10

Re: Three months, still no broadband

ont_snapshot.jpg

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hebaishi
Beginner
121 Views
Message 9 of 10

Re: Three months, still no broadband

Is there anything I could try at home to check my fiber optic connection?

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Distinguished Sage
Distinguished Sage
119 Views
Message 10 of 10

Re: Three months, still no broadband


@hebaishi wrote:

Is there anything I could try at home to check my fiber optic connection?


No, there is no optical signal coming in, you cannot do anything about that.

Do not disturb the fibre connection, or you will introduce a fault.

 

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