Ordered a new broadband (Full fiber 500), but Openreach engineer never show up

[Yeefei]

I ordered broadband (Full Fiber 500) on July 23rd, and I was supposed to be connected on August 6th.

Initially, the order tracking system showed that an Openreach engineer would come on August 3rd to do the external work, but no one showed up that day. I waited until August 6th, but there were still no updates. So, I made more than 10 calls to try to figure out what happened. I was told that the Openreach team would contact me between August 8th and 15th, but no one reached out during that time either.

I called again yesterday (August 15th), and the representative seemed to contact Openreach. They informed me that Openreach would come today in the morning between 8 AM and 1 PM (August 16th) to complete the external work. However, I have still not received any updates.

What should I do in this situation? I'm not sure whether Openreach is actually working on my order. Is waiting the only option I have now?

[Mustrum]

@Yeefei  it would be worth entering your address into the BTW DSL Checker to see if it shows any issues. Post the complete table in desktop mode, not mobile, hiding yur address. https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

[Yeefei]

Thank you for replying. Here is the screen shot:

As far as I know, my neighbor should have install a full fiber. So I think there should not be any problem to install one on my house. 

[Ewan15]

Hi Yeefei

It is not as simple as that.

A friend of mine used to work for Open Reach until very recently.

Engineers are not allowed to carry a stock of ONT modems as they are issued to a specific address.

So unfortunately just because an engineer is working next door, it does not mean that they can just pop next door and  do your installation at the same time.

[Mustrum]

@Yeefei  The table shows two things that are likely to be the cause of your delay. But the text at the botton says your line is fed underground, which could be blocked or require a new access route to be dug. So whilst you might think it is easy, can you describe the route from your property to the chamber where the fibre equipment has been installed? 

[Yeefei]

Hi Ewan,

Sorry for the confusion. No engineer is working next door. My neighbor already have it installed probably 6 month ago. 

I ordered new broadband 3 weeks ago. Until today, no one can tell me what is going now and how long should I wait. I called EE, and every guide told me Open Reach would come to complete external work tomorrow or in few days. But no one actually come, and no one know and can explain what happend.

Thank you for your reply. 

[Yeefei]

Thank you for helping to check this table. 

I am not sure about the route. But I have a old style box install, as shown in the picture, and my neighbor's fiber comes out from the same position. So I think there may be exist duct underground?

[Mustrum]

@Yeefei   yes that confirms what I mentioned earlier. There may be ducting or it may just be laid under those slabs. The duction may have collapsed, or who knows what has happened.

However, if Openreach have been out  there should be notes on your order, and when you call the order team should be able to tell you what is happening.

It would be pointless Openreach installing euipment in your property until they know how they will get the fibre there. They will try the easy options, but if it needs a costly dig up your patio or drive then it will take time to work out who would pay for that.

Give the team a call, and ask about the delays and what notes are on your order.

[Yeefei]

@Mustrum  Thank you for your anwser.

I just called the team couple minutes ago and they have no idea about that either. They give me formulated answer, like Opeanreach are doing cabling or digging. Their notes shows engineers would come to complete the external work today, and they ask me to wait until Monday. 

I was disappointed several times, since they have told me to wait so many times and nothing happened then.