G.Fast should be live today but no router

[stevedr]

My new g.fast broadband is meant to be connected this morning but I have not yet received my EE router.  So, I have no id or password for broadband.  How can I get my internet up an running without the relevant information??  I have my own router and modem but need the account info to logon.

[stevedr]

The saga continues!  I spoke too soon.  We waited for the BT guys to turn up this afternoon - should be 1-6pm. 

It didn't happen - it got to 4.30 and my wife phoned and asked them what's happening, and she got this long-winded story about BT rejecting the application for FTTP.  So EE said they would have to cancel the current order and submit a new one.  Stop me if you've heard this one before.

As it happens the very same thing happened to us when we applied for G.Fast 3 months ago. EE blamed BT for not confirming the time slot for the engineer visit.  Has anyone had similar experiences?

[Mustrum]

@stevedr   sorry to hear this. Did EE give any more details on why the order was rejected, and more to the point why they did not tell you until today? Although to be fair it seems only a few days since you mentioned FTTP, and Openreach normally take a couple of weeks or so to delver the service in most areas.

Could you post an updated BTW DSL checker, as before hiding your phone number. It would be interesting to see the detail it mentions about your number and maybe see any clues that may explain a delay. https://www.broadbandchecker.btwholesale.com/#/ADSL 

[stevedr]

Hi,

Thanks for your response. We ordered FTTP on monday 23rd January, and were given Tuesday 31st 1-6pm for the BT install.  We did not get any communication from EE at all to say that BT had rejected the order.  We had to phone EE on the day before we found out.

The reason EE gave us is that BT rejected the order because of the landline, which we had agreed we did not need so the order was for the broadband only.  EE told us it only happened in very rare cases even though EE, at least, knew we didn't need the landline anymore.

I have attached the BTWholesale checker results as requested - are there any clues in there as to why BT would reject a FTTP order - it looks pretty normal to me.

[Mustrum]

@stevedr   that sounds like EE placed the wrong type of order, but I could be wrong.

The DSL checker you can indeed get FTTP, a 1 stage instal and your line is fed via overhead. Are you the only one fed by the line? Often the will remove the current copper line, and even use it to pull the fibre from the pole.

Health and Safety rules are quite strict, so if the line anchor point is quite high, they need to have their ladder bolted to the house before doing anything, or get a cherry picker involved.

It would be worth you having a look before they do come to look where a practical place to site the ONT, and the route the fibre will be routed. Tea and Choccy biscuits can help, but they will be looking to make the job as easy as they can for them.

[XRaySpeX]

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@stevedr wrote:

The reason EE gave us is that BT rejected the order because of the landline, which we had agreed we did not need so the order was for the broadband only.  EE told us it only happened in very rare cases even though EE, at least, knew we didn't need the landline anymore.

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That does not make sense at all. You don't need or get a landline with FTTP from EE anyway, so it's always BB only.

[XRaySpeX]

@Mustrum : 1 Stage surely?

[Mustrum]

@XRaySpeX   new glasses on order! Looked like a 2 when I first looked,

[XRaySpeX]

@Mustrum : Ah. OK, easy to do! Where'd you get the "overhead" business? Or is that the phantom Stage 2?

[Mustrum]

@XRaySpeX   In the text below the table it mentions single dwelling residential OH and so on.

Cherry picker is used when available as many don't like ladders or if certain tasks are required - not so much of a problem with  bungalow, but H&S rules on bolting/securing ladders to a two storey house can be quite restrictive. 

[XRaySpeX]

@Mustrum : Ah, OK, I only ever read the actual table ☹️ .