Installation timescale - so far 3 months and waiting

[Rich20148]

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?

[Mustrum]

@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 

[Rich20148]

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?

 

[Rich20148]

 

[Mustrum]

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.

[Rich20148]

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. 

[Mustrum]

@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.

[Rich20148]

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?

[Rich20148]

Ahh not OR and not available l.

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

[Mustrum]

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.