Openreach failed to install

[ONT]

After waiting a month for my install, the engineer came and said it would need a site visit, ground works and then a further install. He suggested at least another three weeks. I took a day off work for this appointment and my current supplier contract runs out at the end of next month. So, I'm facing paying the 'standard rate' for at least a month. Can someone please contact me to suggest how to resolve this in a more satisfactory manner. Thank you.

[Mustrum]

@ONT    this is not Customer Services. no one has account access or even knows who you are.

You could give customer services a call, but given the amount of work still required they will be reliant on Openreach providing updates as and when they happen.  A straightforward install such as off your nearest pole, or via an existing open underground feed can happen quite quickly, however where digging and groundworks are needed it takes longer.

You can help speed things up by providing yur own pipe with a drawstring to pull the fibre through, otherwise it is join the queue with all the others wanting the service.

Why not give customer services a call to see if they have any new information.

[ONT]

Thank you. I did assume this would be monitored by EE, but I guess I'll have to take my chances. The last time I contacted customer services, they put the phone down on me, so I have little confidence.

I waited a month already and you would think a site visit would be the first step. Apparently I'm the first install in the the area I'm in, so even more so.

Starting to wonder if it's all worth it to be honest.

[Mustrum]

@ONT   If you want some more info, then post the results of the BTW DSL checker below, Use Desktop mode and not mobile, use the address checker, enter your postcode then pick your address from the dropdown menu.

Post the complete table including the text below the table, but do hide your address.

It sounds like a survey was needed, then the dig/groundworks run the fibre, then connect it all and install the ONT in your property - so potentially a few more steps. The key will be how much digging/groundworks are needed.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

[ONT]

Thank you. Here it is. The installer assumed he would be able to use the existing conduit from the street. As he said, it is probably from the 1960's and he was very dubious if it would be useable. I waited a month and took a day off work, when a simple inspection could have been done without my even being there. I assume the installer got paid, so not a great business model (or maybe it is a great model, depending on your point of view).

 

[Mustrum]

@ONT   it looks like you have been a little unlucky. It does mention the UG Underground duct is congested, so until they try on the day they will not know how bad it is. The ducts can crack, leaving no room to feed the fibre through which seems to be the case.

However depending on your current service you can get decent speeds - 80Mbps -  but if you are on G Fast you will lose that if you move and drop back to SOGEA. 

[ONT]

Thank you once again. And for interpreting the data for me. I was under the impression I was getting the FTTP on their 900mb package. I am currently with Virgin Media on their 250mb package, so it was a worthwhile increase. Am I to assume I might not get the full 900? (is that 80 Mbps?).

[Mustrum]

@ONT   ah no, sorry for the confusion, did not realise you were with VM and thought you were on a service via the old phone line. That is where the 80Mbps assumption came from, there is also G Fast up to 330Mbps, but the service is/has been withdrawn.

If you ordered 900Mbps, thats what you will get once your fibre has been installed. Hopefully they will get a dig team out to you soon.

[JimM11]

@ONT As you just ordered the Fibre package, you are getting Fibre no matter what and what you ordered you will get, it's all part off the process however long or complicated it get's is the real unknown factor! If you let EE do all the order at the start then you do not need to worry about VM, they will keep the lights on until EE say we've got the customer now and thanks VM you can disconnect now! That's how it all goes, unless there is an oops along the way.

[ONT]

The plan was to give notice to VM some time in this month and have a slight overlap. I'd rather that than be without a service for whatever reason. But now I'm likely to be with VM out of contract, so paying top dollar for another month.

I'll have to call EE tomorrow and take my chances with customer service if I ever get through their phone system.

When I rang up to order the service with EE, I was told I would get three months free. When I got put through several changes of operator, I had a disagreement with them over my address. It was listed twice in a slightly different form. One allowed me to have the service, the other did not. The neighbour downstairs could get the service and the neighbour next door, but she insisted that I could not have it. I asked what would happen if I just ordered it and she said it would not be installed. After trying to impress on her the absurdity of this, she hung up on me.! So I ordered online. No idea if I will get three months free though!