topic Re: Installation timescale - so far 3 months and waiting in Broadband & Landline

Installation timescale - so far 3 months and waiting

Rich20148 — Tue, 15 Apr 2025 14:25:37 GMT

I ordered in Jan and despite many many chases do not even have a date to install 1.6gb broadband. I know it’s Openreach but if they were honest about possible timeframes I would never have contracted.

what are others experiences of time to install? Is 3+ months normal?

Re: Installation timescale - so far 3 months and waiting

Mustrum — Tue, 15 Apr 2025 15:10:05 GMT

@Rich20148 whilst it is not normal, there can be many things that can delay a new broadband service. I assume you don't already have a fibre service via Openreach installed already?

Have you spoken to customer services about when it may be installed?

Is the service available?

Can you post the results from the BTW DSL checker, use the desktop version, not the mobile one, hide your details, use the address version if you don't have a phone number/ Post the whole table including comments to the right and below the table. https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Installation timescale - so far 3 months and waiting

Rich20148 — Tue, 15 Apr 2025 15:27:23 GMT

I have chased many times but they have to call Openreach. It has been escalated often. Still no date.

check details below. It says 1000Mps. Does that mean additional work is required for 1.6gb and that is the issue?

Re: Installation timescale - so far 3 months and waiting

Rich20148 — Tue, 15 Apr 2025 15:28:56 GMT

Re: Installation timescale - so far 3 months and waiting

Mustrum — Tue, 15 Apr 2025 15:38:58 GMT

Thanks @Rich20148 no, the 1000Mbps is just a quirk of that checker.

The good things it says is it is a 1 stage, and below it says Overhead feed, no anticipated problems - so a feed off the nearest pole. It also says you are in a Fibre Priority Exchange area, meaning that getting broadband over your old phone line is only available by exception.

Whilst Openreach may well be busier than normal in your area, they should at least be able to give an estimate of when your service should be available.

You could try the Complaints process and/or escalating your order to try and get some progress.

Re: Installation timescale - so far 3 months and waiting

Rich20148 — Tue, 15 Apr 2025 15:46:18 GMT

It has been escalated and complained about by EE. They tell me BT say it’s a 2 stage process. I find that interesting as my next door neighbour has Zen and I think that a BT backbone?

I have virgin so no connection with Openreach yet.

Re: Installation timescale - so far 3 months and waiting

Mustrum — Tue, 15 Apr 2025 15:54:15 GMT

@Rich20148 The BTW checker shows one stage, maybe they have run out of capacity in the area or something - which given the delay and lack of clarity is probably the real issue. Zen use Openreach, but also City Fibre if available in the area.

At least you are not without broadband I guess.

Re: Installation timescale - so far 3 months and waiting

Rich20148 — Tue, 15 Apr 2025 15:57:44 GMT

Indeed. I still have Virgin and a renewal offer from them. More than EE and slower - new customer bounce!

I assume City is Open “does not” Reach too?

Re: Installation timescale - so far 3 months and waiting

Rich20148 — Tue, 15 Apr 2025 16:00:22 GMT

Ahh not OR and not available l.

I would prefer EE as I think that’s better tech than Virgin these days right?

Re: Installation timescale - so far 3 months and waiting

Mustrum — Tue, 15 Apr 2025 16:22:33 GMT

I may not be the best person to ask, I use my own router.

The trouble with new tech is it does not always work best with old tech, so much depends on your kit and what you use it for.

Re: Installation timescale - so far 3 months and waiting

Helen238 — Tue, 15 Apr 2025 16:53:55 GMT

To be honest, it looks to be a common problem. I’ve not been waiting that long yet but have already been given 2 dates which were then both cancelled and am awaiting further update. Whenever I chase it up, I’m told it’s because open reach haven’t done their bit yet and as it’s new technology they can’t do anything until openreach finish. . It seems a bit misleading to keep receiving messages advertising fibre as ‘now available in your area’ only to find out it kind of isn’t yet! I definitely wouldn’t have bothered switching at all if I’d known openreach would be holding everything up for weeks or in some cases months. I hope you get somewhere soon

Re: Installation timescale - so far 3 months and waiting

Rich20148 — Tue, 15 Apr 2025 17:04:28 GMT

Well it’s not just me then! Exactly the same story. Next door has a connection to 1 gig so it cannot be that hard!

At least I have 1gb Virgin while I wait. But their renewal seems more attractive by the minute.

I might have gone EE Tv too but this has made me cancel sky and use Apple TV as my only source with various subscriptions to Now, Netflix etc. I love it. Better tech, more reliable and faster.

Re: Installation timescale - so far 3 months and waiting

XRaySpeX — Tue, 15 Apr 2025 17:57:45 GMT

The BTw checker doesn't list 1.6 Gig FTTP cuz it's not sold by BTw yet but EE gets it direct from OR as a special provisioning.

What does Openreach Fibre Checker say about it?

Re: Installation timescale - so far 3 months and waiting

JimM11 — Tue, 15 Apr 2025 18:03:32 GMT

@Rich20148 Do you have the VM 5x router and on Gpon with them?

Re: Installation timescale - so far 3 months and waiting

Rich20148 — Tue, 15 Apr 2025 18:10:23 GMT

I have 1gig but not the 5x router. Gpon? No idea!

my speeds are great but EE were faster and cheaper + phone discount as I was with EE.

what will I get with 5x and Gpon?

Re: Installation timescale - so far 3 months and waiting

JimM11 — Tue, 15 Apr 2025 18:23:16 GMT

@Rich20148 Then you are on docsis cable, with Gpon and VM 2Gb symmetrical for the same money, but it looks like you are not in the area if not offered by VM.

Virgin Media UK's XGS-PON Full Fibre Upgrade to Go Live Later in 2023 - ISPreview UK

Re: Installation timescale - so far 3 months and waiting

Rich20148 — Tue, 15 Apr 2025 18:41:32 GMT

ahhh yes. Not available to me. I believe it needs the Nexfibre network.

Re: Installation timescale - so far 3 months and waiting

JimM11 — Tue, 15 Apr 2025 18:49:19 GMT

@Rich20148 No it is also VM, in specific areas, Nexfibre in those areas for build etc, reason i asked was son is on XGS-Pon when they upgraded the hardware from his Gpon and it screams with speed, but he is the only one connected so no one to fight for bandwidth, most were waiting on OR which has now arrived but not at his side as VM stuffed the duct full now OR scratching there heads as they cannot pull out the copper to create the needed space, what a cluster flop....