FTTP Install stuck

[Grudenkles]

Hi Everyone,

I've got an order in for 1.6Gbps 'Busiest Homes Bundle' FTTP which required an external build (BT Wholesale checker showed "Multi Dwelling Unit Residential MDU Built to Curtilage External Build required.")

The Openreach Build Team attended last week and put a fibre right up to my door (which they showed me, said was fully live and tested, ready to go -  all the way back to the exchange).

I had an install appointment booked today, however unforunately this was 'not commited' due to the external build 'not being started'. As mentioned though, the external build is actually complete - with a fibre literally right above my door!

I'm now in limbo with Customer Service and the 'Next Gen Team' telling me that the next update from Openreach will be on 23rd of next month!! How can that be, with the fibre literally being at my door and ready for service? Surely something can be done to 'jog this on' as all I need now is the engineer appointment to install the ONT.

Has anyone had a similar experience, and if so - how did you get it resolved??

Thanks,
Andy

[JimM11]

@Grudenkles EE CS is giving you the next available appointment schedule for your install, you could call to ask but will be given the advice that they have.

[Grudenkles]

@JimM11 that’s not even an appointment date though, that’s just when I can expect an update next…

There must be some miscommunication at Openreach’s side whereby they don’t think the build has been done (but it has). I’d love to be able to call them and clear it up, but as I’m sure you know they don’t deal with consumers 🙃 

Surely there’s a way EE can escalate this to Openreach for me, so they can investigate and realise they’ve actually done the work already 🥲

[JimM11]

@Grudenkles I understand your request, but how do you even know if EE has equipment, its ready in the exchange, that's why EE advise you, you do not have the full picture, OR say's it good to go, you also seem to have some kind of floating schedule what does that mean? Plus MDU are possibly the worst types for installation delays.

[Grudenkles]

@JimM11 EE CS were saying it’s nothing to do with them and it’s solely awaiting Openreach’s external build “pulling a fibre to my door” (which is already there)

I’m not sure what you mean by the schedule? CS just advised me that I have no engineer date, and that their next update would be on 23rd July 🙁

I get that MDUs can be a pain, with wayleaves and building management etc but the fibre is literally at my door and they even explained that they’ve taken it from a chamber where there rest of my MDU has live service 🧐 

Attached picture of the fibre and grey box that they showed me specifically.