No fibre cable

[Simonnixon65]

Hi, we moved home on the 16th of may this year, we expected as usual, that our broadband connection with EE/BT would be up and running ready for the start of our new tennancy, however we recieved a message from EE saying we needed and engineer visit to carry out a pre installation survey, the engineer from openreach called and informed us that we needed a fibre optic cable installed (I assumed cabinet to house) 

Several days later, at the appointed time openreach didn't turn up ! My partner was not happy as she'd taken a day off work, we had no communication from either openreach or EE ! my partner phoned EE who informed us that "openreach had failed to gain permission from a 3rd party to install our cable" we asked who this 3rd party was, but were told they couldn't tell us as "That information is protected by data protection policy" 

The road outside our property is unadopted so the 3rd party is not the council, our landlord has given permission (a trench needs digging) for the works to be carried out, and there is no issue with any other residents as the cable and trench will not cross any other property, we've even had our solicitor check property bounderies of all the properties in the close !

EE have cancelled 3 orders for installation because of this issue with open reach, we tried with Sky whom also came up against the same issue

The houses either side of us, one of which is also owned by our landlord have fibre and Im sure the others in the close will too, we've signed up withh EE 5g internet which is not great and costing around £20pm more than fibre, we struggle to watch tv and my phone will not connect to it for some strange reason, my partner and I have litrally spent hours on phone calls to EE trying to get this sorted, but openreach refuse to carry out the installation as they cannot get a reply from this "3rd party" !! So we're still without reliable broadband and at our witsend with frustration, wasted time off work and out of pocket expenses ! 

This is 2026 but just as well be 1926 as we virtually back in the dark ages with lack of connevtivity ! Anybody had a similar experience or have any idea on a solution ??

[XRaySpeX]

As you are a tenant the 3rd party to grant permission can only be your landlord. You'll need to sort it out with him. Have you spoken with him?

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

[Simonnixon65]

We have spoken to our landlord who has given his permission, he's as baffled as we are, as far as he is concerned there is NO 3rd party ! Its so frustrating becausd an unknown 3rd party is not only preventing us from having reliable fast internet, they're also costing us around £20 pm plus liss of wages for 2 days off work for my partner, and a day off for me, meaning a day away from my business we've lost in the revikn of £500 and for the first 5 wks here, were paying for a broadband service we weren't recieving !!

We're considering going back to our solicitor and maybe going to our local mp and local paper !

[XRaySpeX]

You've spoken with landlord but have either of you signed a Apartment wayleave form ?

[Simonnixon65]

No we haven't as we live in a house not an apartment !

[Denzel99]

I did post this on the BT forum for you, but I don't think you've seen it.

You say the landlord has given permission.  Was that permission given to you or to Openreach?  Openreach will need his permission directly.  They are very unlikely to accept your word that you have permission.  The landlord will have to complete a wayleave.  I suggest you try this:

https://www.openreach.com/help-and-support/obtaining-wayleaves

[XRaySpeX]

But, @Denzel99 , the OP is adamant that he doesn't live in a Apartment Building (MDU).

[Denzel99]

Yes, but if they have a landlord, someone else clearly owns the building.  That is the person that needs to complete the wayleave.

Perhaps I’ve misunderstood their original post.

[XRaySpeX]

@Denzel99 : The WayLeave form you 1st referred to itself tells you to:

Please do NOT use this form if:

• Your property is a single residential home or house (Use our Fibre checker -https://www.openreach.com/fibre-broadband).