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Standard User jamsmv6
(newbie) Fri 10-Mar-17 15:44:01
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FTTH install gone wrong, can't get back on track


[link to this post]
 
Am currently swapping from traditional ADSL with Sky over to FTTH from BT.
1st set of engineers turned up, ran fibre to the outside of the property
2nd engineer turned up, completed the internal install, attempted to splice to the external fibre....
BUT there wasnt enough fibre to splice to, should be a 2m coil, was just 10cm.
Installation failed, the engineer raised a fault, and a week or 2 later new fibre was blown to the house and I beleive spliced in ok (although I wasnt present for this).
The power light is green, and the optical light red on the modem. Smart hub flashes away purple.

Trouble is, this was now a month ago, despite ringing BT several times a week, who chase openreach each time....Nothing has happened. Never any progress updates or details on what we are waiting for.
If I attempt to go to the broadband troubleshooter on the BT website is says no broadband linked to this account.
Yet they are billing for it.

Any ideas what may be wrong and how to get this moving?

James
Administrator MrSaffron
(staff) Fri 10-Mar-17 16:04:46
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Re: FTTH install gone wrong, can't get back on track


[re: jamsmv6] [link to this post]
 
Suggests a bad splice, broken fibre, or something not done wrong.

Needs another engineer to check the light signal is present and within tolerance, if you can email us on Monday will see if an email dropped direct to Openreach can get things moving.

Monday, because too late today to chase, and if it sits in inbox by Monday it will be swamped by something else.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User jamsmv6
(newbie) Fri 10-Mar-17 16:08:31
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Re: FTTH install gone wrong, can't get back on track


[re: MrSaffron] [link to this post]
 
Thanks, will do, will send all the relavent info in too.

Getting very frustrating....its the lack of knowing as much as anything else...Dont mind waiting if I know what its for and can then understand.

Cheers


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Standard User kitcat
(experienced) Fri 10-Mar-17 17:21:37
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Re: FTTH install gone wrong, can't get back on track


[re: jamsmv6] [link to this post]
 
jamsmv6

You could always try the (new) Openreach twitter account. Tell them your shortest story and wait for a response in mins.

They will most likely ask you to DM your details to keep them private, do not post any personal details on the twitter account as it is public
Standard User jamsmv6
(newbie) Fri 10-Mar-17 18:01:09
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Re: FTTH install gone wrong, can't get back on track


[re: kitcat] [link to this post]
 
In reply to a post by kitcat:
jamsmv6

You could always try the (new) Openreach twitter account. Tell them your shortest story and wait for a response in mins.

They will most likely ask you to DM your details to keep them private, do not post any personal details on the twitter account as it is public


I did try that, and got stonewalled unfortunately
Standard User PaulKirby
(knowledge is power) Fri 10-Mar-17 20:31:19
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Re: FTTH install gone wrong, can't get back on track


[re: jamsmv6] [link to this post]
 
I say contact the CEO and Chairman's Office at BT via email and explain the issues and that you are not happy how you have been treated so far and the lack of communication.

Also always be polite even when you are getting wound up, they will use this as an excuse to get off the phone, so don't give them that reason.

BTW what phone BT number are you calling to do with this issue, FTTH/FTTP should be phoned on 0800 587 4787, that's what I call on and I get through rather quick most of the time.

Also make notes of everything, BT are very good at resolving issues like this and you "might" be lucky and get compo for all the hassle etc.

Send me a PM and I will give you their email addresses.

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
TBB Speedtest
Standard User AndyHCZ
(experienced) Fri 10-Mar-17 21:23:35
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Re: FTTH install gone wrong, can't get back on track


[re: jamsmv6] [link to this post]
 
I had a similar thing with a neighbour previously.

Everything went fine but there were no spare fibres on the splitter tray. Openreach left the job open for completion, but BT Consumer closed it and were billing my neighbour for a service he couldn't receive. It then got messed up when BT Consumer ceased the order and had to place a new one.

I would try the FTTH team as Paul suggests.
Standard User PaulKirby
(knowledge is power) Fri 10-Mar-17 23:04:53
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Re: FTTH install gone wrong, can't get back on track


[re: AndyHCZ] [link to this post]
 
Agreed, and if you are getting no where with the FTTH/FTTP team, politely tell them you are not happy how this is being dealt with and you are going to contact the chairman's office, that normally gets things going.

They will probably say to give them a couple of days for them to look into the issue, give them that plus an extra day, and if still no joy or if they fail to contact you on the agreed date (if a date was agreed) then email the chairman's office.

Once again for the OP, "Be polite in the email as well as on the phone, be firm but polite" and explain the exact issue and I am sure you will be contacted as soon as possible.

Whenever I have had issues with BT I have always given them a reasonable amount of time and if that fails to give a result, contacting the chairman's office has helped get it all resolved.

Also the contacting of the chairman's office, complaints etc stay on your details at BT, some times I don't even have to mention the chairman's office.

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
TBB Speedtest
Standard User jamsmv6
(newbie) Sat 11-Mar-17 07:34:41
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Re: FTTH install gone wrong, can't get back on track


[re: PaulKirby] [link to this post]
 
Thanks all,

Think I will try Andrews email first, then move onto othe addreses after.

I am speaking direct to the FTTH team,
I have a case worker and her direct line!
not that its doing me a lot of good currently!
Standard User Apprentice
(knowledge is power) Sat 11-Mar-17 09:40:54
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Re: FTTH install gone wrong, can't get back on track


[re: MrSaffron] [link to this post]
 
Suggests a bad splice, broken fibre, or something not done wrong.

Needs another engineer to check the light signal is present and within tolerance, if you can email us on Monday will see if an email dropped direct to Openreach can get things moving.

On completion of the job by the engineer does he/she not check to make sure the connection is working OK?

plusnet user

Edited by Apprentice (Sat 11-Mar-17 09:42:06)

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