Moving Home with EE and Openreach Issues

[StuartH1966]

Hi all I'm venting and maybe someone can provide some insight or advice.

Moved into our new home 3 weeks ago, moving home order was placed 3 weeks prior and the house already had copper lines but the village has full fibre so as a new occupier we have to have fibre (which isn't an issue).

Before move date I had a text from Openreach saying that there was an issue with running the fibre and I would get an update within 10 days. Not wanting to wait for 10 days and then having to deal with no service I contacted EE who said they'd supply a 4G mini hub just in case.

Move date arrives, still no word from OR but the hub was there. Due to being in a poor signal area the 4G hub is actually useless and has no wired ports so most of my equipment won't work anyway. Rang EE they said the issue was with a blockage and they needed a Permission to Work. They would not tell me who from but a bit of deduction revealed it was my neighbour. I saw my neighbour who duly signed the form and gave it to me and I sent it back to OR.

Chased up EE who said that OR was having an issue getting the right team together to deal with the blockage.

Chase up EE again who now say the job is with estimating so hasn't even got to the 'doing' stage. 

Chase up EE again they now say they need another Permission to Work but won't say who from.

Now been moved house for 3 weeks and no nearer getting a connection. OR will not re-enable the copper that's already in the house as a temporary fix and won't progress installing the fibre so I'm stuck. 

Anyone have any suggestions about how to get resolution? 

[XRaySpeX]

@StuartH1966 : What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

[StuartH1966]

Obviously no phone number as we're not connected but address checker shows:

ASHEN, SUDBURY on Exchange RIDGEWELL is served by Cabinet 1

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability WBC SOGEA AvailabilityHigh Low High Low      VDSL Range A (Clean) 

VDSL Range B (Impacted) 

G.fast Range A (Clean) 

G.fast Range B (Impacted) 

55.7	38.8	11.3	7.3	33.6	Unavailable	Available
55	35	11.3	7	27.4	Unavailable	Available
--	--	--	--	--	Unavailable	--
--	--	--	--	--	Unavailable	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP

Up to 1000

Up to 220

--

Available

KCI2 Assure

Other Offerings Availability DateVDSL Multicast

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

Y

N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG partial Direct In Ground.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

[XRaySpeX]

Thanks. The only clue could be the word "partial" in "Single Dwelling Unit Residential UG partial Direct In Ground. There is no mention of any restrictions or hindrances.

All you can do is keep chasing EE.

[StuartH1966]

I think the 'partial' is referring to the service is partially overhead to poles (1 at the end of the road) and partially underground (in our road). 

[Mustrum]

@StuartH1966    the first thing to do is to raise a complaint, you have not been given the best advice from EE and there should have been things done to get you online. You then may wish to speak to an ISP w]that would do more to help.

There are plenty of clues in the BTW checker.

First of all you are not in a fibre priority area, so there are no restrictions in supplying broadband over the old copper pair - the SOGEA service is broadband without the old PSTN voice service and it shows you could get up to 55.7 download.

Then on the  WBC FTTP line it says KCI2 Assure an indication the install is not straight forwards and needs a survey to determine the final instal route and method.

Also  UG partial Direct In Ground. indicates there is no direct access to your premixes and that digging will been needed to protect the fibre. 

No one on here has account access so are unable to see the notes on your account or from Openreach .

Were it me a call to Zen or AAISP or similar to see who would deliver broadband on the copper line and upgrade you to fibre at no/little cost would be worth investigating. Having the complaint registered will help if EE insists in early termination charges when they have delayed your service.

HTH

[StuartH1966]

Thank you, I have already raised multiple complaints, multiple as they close each one down within an hour of raising it without taking any action. 

Interestingly I just had a call from a complaints person after requesting a deadlock letter. He has managed to get copper available where others couldn't (wouldn't). Will take 11 days to go live (unbelievable! ) but at least it gives us something to use on a temporary basis. He also told me the latest from OR, they're making up all sorts of excuses for not running the fibre, from having to plan it - nothings changed since the survey 6 weeks ago, to having to get council permission to excavate -  it's a private road. Having dealt with OR contractors previously they actually don't want to dig, they'll try with rods for sometime before getting the shovels out but for some reason they just don't want to get me connected. 

[Mustrum]

@StuartH1966   at least things appear to be moving.

Alas the bean counters in the BT Group have removed the ability to deal with providing service if it is not vanilla/straight forward. First line can only do what is on their simple scripts, no access to more knowledgeable delivery teams, and Openreach struggle with anything not direct from a pole or underground trunking. Anything else costs more money to deliver so gets pushed back down the priority list. Not really surprising from a business point of view - concentrate on the easy sales, but so frustrating when you do not fall into that category. 

Looks like you already have, but do keep a record of events, I suspect the automatic compensation you will be due will take some working!

[JimM11]

@StuartH1966 It's unfortunate but in the eyes off EE you have a connection, and everything else now takes a back seat until you get the final Fibre installation done!

[StuartH1966]

Another call from complaints, unable to get the copper reconnected and OR have planned a connection date of 23rd October, **bleep**! That makes a 13 week lead time. I have now cancelled and going for a non-Openreach solution, they are laying ducts and running fibre with a connection time of 3 weeks.