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Standard User WWWombat
(knowledge is power) Mon 19-Jun-17 20:49:56
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Re: Fibre connected to wrong cabinet?!


[re: jez9999] [link to this post]
 
So what was needed to fix it?
Standard User jez9999
(member) Mon 19-Jun-17 22:12:27
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Re: Fibre connected to wrong cabinet?!


[re: WWWombat] [link to this post]
 
Beats me. I think they put in a request with Openreach to install it again? I didn't get an engineer visit to the door.

=== Jez ===
Internet
Zen unlimited fibre 2 | http://game-point.net/misc/speedtest-ookla-ZenFTTC-2...
Hardware
Master socket: NTE5C with MK4 VDSL filter faceplate
VDSL modem model: BT Openreach Huawei EchoLife HG612 3B VDSL/FTTC (unlocked)
Standard User ConsumersFriend
(committed) Tue 20-Jun-17 12:36:33
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Re: Fibre connected to wrong cabinet?!


[re: jez9999] [link to this post]
 
Interestingly we have been having a similar problem - ongoing some 3-4 mths, with the fibre install being cancelled (no explanation) then going to a different Cab than expected (resulting in speeds under half predicted, below the so called "handback" threshold), then as a last resort a new line (using existing pairs) that should have gone to the near cabinet according to BTOR but them claiming that the fibre (which Zen had ordered to that near cabinet) was on the wrong cabinet, and the whole order starting all over again. No one seems to want to take ownership of the issue at BTOR & sort it - the "correct" ie near cabinet that the cables go through/past has half its space empty rather than being provisioned with vdsl modules according to the engineers, but each time an individual engineer starts to deal with it, he goes off to get management approval & then it all stops again!
Interestingly one of the engineers was from Romania, and he commented that the service was much improved there after it was taken out of the control of a single state monopoly & he had a 1gb down 500mb up service for around £15....sounded almost too good to be true, but monopolies that are not answerable to their end user will never encourage innovation or service improvements!


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Standard User jez9999
(member) Tue 20-Jun-17 15:51:00
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Re: Fibre connected to wrong cabinet?!


[re: ConsumersFriend] [link to this post]
 
And even the UK is good compared to much of America where there's a total monopoly and no real regulation.

=== Jez ===
Internet
Zen unlimited fibre 2 | http://game-point.net/misc/speedtest-ookla-ZenFTTC-2...
Hardware
Master socket: NTE5C with MK4 VDSL filter faceplate
VDSL modem model: BT Openreach Huawei EchoLife HG612 3B VDSL/FTTC (unlocked)
Standard User terryspey
(newbie) Mon 30-Oct-17 16:21:04
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Re: Fibre connected to wrong cabinet?!


[re: jez9999] [link to this post]
 
Hi
As I write, we have been without Broadband for the best part of three weeks due to a catalogue of errors by Service Providers - namely TalkTalk, BT and Openreach.
Prior to moving to our new home, we were with TalkTalk who provided us with Fibre Broadband with little issues to mention. On moving home we contacted TalkTalk who assured us we were able to receive Fibre at speeds up to 37mbs/s and we duly signed up at our new address. For this service we were charged £10 per month on top of our existing package.
Recently, we noticed our Broadband appeared slow and I carried out a speed check which indicated we were receiving only 4.8mbs/s.
To cut a long story short, it transpired we were fed through a copper wired cabinet incapable of handling Fibre, this being confirmed by the Openreach Engineer sent out by TalkTalk. Over SEVEN hours later on the telephone + TT Chat Service, they admitted they could not provide Fibre through the existing cabinet BUT REFUSED to refund us the money they were charging for the service they could not provide.
We terminated our agreement with TalkTalk, but in our search for an alternative provider, we discovered ALL Providers were claiming to provide Fibre Broadband to our address (in our humble opinion, false advertising at best/downright fraud at worst)
We arranged with BT to supply us with a Fibre service (only after explaining the errors in their routing data) and they agreed we could be fed from a new cabinet located elsewhere. However, when the Openreach Engineer arrived to install our new service, we were informed we could not be connected due to the telegraph poles being 1) inaccessible and 2) the other being condemned for Safety reasons.
Now, after being without Broadband for three weeks, they BT have to cancel our contract, contact Openreach to raise a new order to move us to another Cabinet which will take another week to arrange for the Openreach Engineer to complete the work.
This whole episode (which you couldn't make up) reflects the utter disrespect these Service Companies have for their customers, their utter failure - on behalf of Openreach to maintain their infrastructure - and the cosy relationship which allows BT and Openreach to play the blame game, again to the disadvantage to their customers and can continue to operate in this manner entirely without repercussions.
Anyone else in the Forum experienced this level of disgusting service?

Terry
Administrator MrSaffron
(staff) Mon 30-Oct-17 18:20:51
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Re: Fibre connected to wrong cabinet?!


[re: terryspey] [link to this post]
 
Moving people to another cabinet does not normally happen, so I'd not hold out much hope.

There is one scenario where the checkers may not be reflecting the reality and that is where an area has just seen an additional cabinet added, so if you want to private message your postcode I can look into the scenario and advise accordingly.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User broadband66
(fountain of knowledge) Thu 02-Nov-17 10:36:18
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Re: Fibre connected to wrong cabinet?!


[re: terryspey] [link to this post]
 
Our cabinet is Exchange Only (EO), as the exchange is about 500 metres away, so will probably never get fibre.

The majority of ISP checkers say we can get upto 37mbps. HOW?

Our pole is also inaccessible, due to a large tree around it, but they don't know that until an engineer turns up to do the work. The engineer will do the usual sucking-in of breath and say they will require a cherry picker and it'll take time to organise.

Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Now Utility Warehouse (up to 16mbps) via Talk Talk
Standard User BatBoy
(sensei) Thu 02-Nov-17 10:42:53
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Re: Fibre connected to wrong cabinet?!


[re: broadband66] [link to this post]
 
In reply to a post by broadband66:
Our cabinet is Exchange Only (EO), as the exchange is about 500 metres away, so will probably never get fibre.

The majority of ISP checkers say we can get upto 37mbps. HOW?
I'm going to need more information to begin to answer that.
What does http://www.dslchecker.bt.com/adsl/ADSLChecker.addres... say for your address?
Administrator MrSaffron
(staff) Thu 02-Nov-17 10:50:57
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Re: Fibre connected to wrong cabinet?!


[re: broadband66] [link to this post]
 
Plenty (but not all) exchanges are getting VDSL2 nearby to deal with many EO clusters.

So without an exchange name its hard to say any more. ISP checkers are driven by Openreach data, and does it say an estimated speed of 37 Mbps or you can buy their up to 38 Mbps service - too very close figures but have very different meanings.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User terryspey
(newbie) Thu 02-Nov-17 15:02:41
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Re: Fibre connected to wrong cabinet?!


[re: MrSaffron] [link to this post]
 
Openreach's first engineer was the one who confirmed the Openreach Data Base was incorrect and notified his superiors of this. They obviously failed to act on the information as two weeks after my original complaint, BT informed me Openreach would have to update their Database which would further delay the progress of their order to provide our Service.
Openreach are fast becoming the complicit cog in this and have their customers at the bottom of their priorities.

Terry
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