Openreach Couldn't Complete Full Fibre Installation - Now What?

[Ran_N]

I ordered full fibre from EE on 7th November and was given an Openreach engineer appointment for 25th November between 1 pm and 6 pm. However, on the day, the engineer (from Morrison) didn’t arrive until 7:30 pm. Unfortunately, they were only able to complete the internal installation because it was too dark to carry out the required external work.

I contacted EE the following day, and they could only advise that Openreach would be in touch. However, there has been no follow-up. The response from Openreach stated: "Engineer visited on 25/11 and identified that a silent night lifter is needed to gain access to the network. Please wait for the issue to be resolved, and review back on 03/12 for further updates."

Currently, I have no internet service, apart from a 4G mini hub that barely works. Does anyone know how long Openreach typically takes to return and complete the work in cases like this? I’ve read some horror stories about people waiting months, which has left me concerned.

Additionally, I find it baffling that the engineer arrived so late, knowing it would be too dark to finish the installation.

Any advice or insight into what to expect would be greatly appreciated!

[JimM11]

@Ran_N My delayed fttp install was pushed back 21 day's from the initial install if any off that helps you, EE where contacted day after initial and revised date with the advisor then was as i assume the next available appointment, then constantly on the phone as it approached because of text from EE if you do not reply the install will be cancelled, had to call back 3 times at various countdown periods, advisor said must just be automated message, i said no matter what i am calling, you do not get to cancel, the OR engineer called the day of second attempt, your install is cancelled, BUT we know it's just a screw up will be with you before noon to do it, thank you and it was done second attempt. Initial 15th Oct, final 5th Nov.

[Apache2]

I moved into a new property and have  been waiting 6 weeks now just for an open reach engineer to complete the work that’s supposed to happen outside my property but no sign of them and no idea when it’ll happen. There is normal analogue broadband available but apparently I’m not “allowed” to have that anymore, only fibre. This is the state of the UK now, we’re going backwards. Where other countries are improving their internet availability, we’re reducing and removing ours! 

[Michael_D]

Hi @Apache2 

Welcome to the community.

I know you'll be keen to find out what is happening with your order.

If Full Fibre is available in the area, there would only be an option to connect you to that, as the previous copper networks will be no longer available to connect to.

Were you initially told by Openreach that work needed to be completed outside the property, or were you told this when ordering?

Michael

[Apache2]

Yes, I was told that Open Reach needs to complete work outside the property but they still haven’t given a date as to when that will happen, fibre broadband was supposed to be installed approx. 2 weeks after ordering. It’s crazy that I have no idea when I’ll have proper broadband. 
like I said, this country is reducing internet availability to consumers unlike other parts of the developed world where there’s a focus to get everyone online!

[Michael_D]

Thanks @Apache2.

The best thing I can suggest would be to give our broadband team a call and they can check to see if there is any update showing from Openreach yet.

Michael

[Apache2]

Spoken to them a few times but to no avail, hence why I’m here looking for answers and trying to figure what the problem is with Open Reach

[Michael_D]

It isn't something we can give you an answer on here @Apache2, as we do not have access to any of your account or order information.

Once Openreach have a time for the work to take place, they will be in touch.

Michael