Yes. First he will test the connection with his kit and assuming all is good will then connect the HH5 and as to using a Mac, setting up the HH5 is all done through a browser interface so it doesn't make any difference what type of OS you have.

If this is (as it appears to be) an FTTP installation .....

The external date will see blown fibre tubing installed to an external point near the end of the new ducting, it will terminate in a customer splice point box, the engineer will then blow fibre from the DP node, by way of a manifold, to your splice point. Splice at the DP and at the splitter node, check for traffic at the splice point, and job's a good 'un.

On the internal date, an installer will agree a site for the ONTE*, install a ruggedised fibre lead in from the CSP to the ONTE, activate the ONTE, then connect up the router to the ONTE. Make a connection to your Mac (no problem whatsoever) sorted.

*ONTE Optical Network Terminating Equipment (the 'modem' on the end of the fibre that makes it all work)

Thanks very much - all reassuring.

Is there a better modem/router than the HH5 please?

Matt

By way of update, I was due an open reach engineer last Thursday (2nd April) who duly arrived to do the external work. Unfortunately, he did not complete the work because preliminary connections had not been made and my connection/activation day has been put back further. And now a new date for the preliminary external work is to be done on 14 April, that's very provisional I imagine!!

I spent nearly 2 hours on the telephone trying to find somebody who could tell me what was happening. I spoke initially with the cancellation team, who tried to contact the STTP team without success and eventually hung up after more than 50 min. I tried another number, without success. Then I retried the cancellation team and a rather unhelpful woman moved me on to the open orders team somewhere in India which is where I got my new date from. Where is all this going on why so much ineptitude??

I'm on the point of cancelling altogether.

Unfortunately this is not unusual and is probably one of the reason there are so few retailers offering openreach FTTP installs. Openreach chuck this stuff in the ground without enough checks to make sure it's been done correctly , then their uncoordinated systems botch the installation process leading to wasted visits that can't complete the order. In some ways I pity those that get FTTP due to long winded commissioning and installation they have to endure.

apologies for resurrecting this old thread but I thought it worth reporting back.

I originally started this thread back in March last year. Since then I have had numerous activation dates which have come and gone. Back in October, in desperation, I wrote to Gavin Patterson BT's chief executive and within 24-hours had received a call from his office promising to follow up on the order and get back to me. Since then, I have had updates every 2 weeks and finally the engineers arrived this morning to do the external work prior to installation and activation on 26 January. That is a full 16 months since my original order was placed. I must say I have always been treated with politeness and a genuine intention to get things moving but there appears to be a disconnect between one department and another which leads to delays like this.

I have been kept up-to-date by Lauren Griffiths, Executive Level Complaints and she has been very obliging and thus far has kept her word. We have touched on recompense and that is to be discussed more fully after activation.

Any thoughts about what might be reasonable given the amount of time I have been waiting and the time that has been wasted on appointments which have not been kept?

Many thanks

Edited by deleted (Thu 14-Jan-16 15:22:03)

When I had a problem getting a fault even acknowledged before going through Gavin's office and finally getting it fixed after some six months or so of up and down I2 speeds before a good engineer finally found and fixed the actual fault, between free months and reduced month;y charge I basically got just over one year's I2 for free. Plus, after moving a few months ago, which was a few months before the reduced monthly fee would have reverted to the full rate and being willing to sign a new 18 month contract at the new address, I kept that old lower price, which is still lower than the latest going rate for I2, for the life of the new 18 month contract and the move itself couldn't have been better.

So I've seen both the good and the bad with BT but latterly it has been just the good. So credit where it is due as I am fast enough to complain when it is bad. Though I do feel for those of you who are only seeing the bad side for now, as I've been there and now just how frustrating it can be. Even more so when you see how good a job they can do at times if you get a good engineer.

I've used the Exec complaints system and like you have found the staff helpful and anxious to sort the problem even when, for technical reasons, it may have taken time

Although it's not clear from your posts I'm assuming you've had access to phone and broadband service throughout the time you've been waiting. If that is not the case my answer would be different

You may find that a request for 12 months free access to the full suite of BTSport standard def via a sky box could work together with free activation of Infinity and the cheapest current rate for unlimited infinty plus cheapest rate for anytime calls

I can't know how many missed appointments there have been or what inconvenience or cost has been involved. They'll be keen to retain your goodwill and I'm sure reasonable arguments will be listened to. Like anything else, over the top demands will not produce the best result and friendly requests will work to your benefit

Wait until it's all working to your complete satisfaction before settling

Thank you for your response, I appreciate your comments which are extremely helpful. At one point during the early days of broken promises regarding activation etc I was promised a refund on my current Internet provider charges. This was never put in writing but was a verbal promise from a member of the retention team at BT. I think I would be satisfied with free Internet connection for the duration of the initial contract, no charges for BT sport and further recognition of the fact that I have been waiting 16 months and that during that time I was given at least 6 activation dates when I had to be available to allow BT engineers access to the house. This was extremely inconvenient. I think I will wait until after activation and see what is offered in the 1st instance and take it from there.

With many thanks.

Thank you for your advice. I will wait until connection is completed next week and then see what is offered. I have in mind what I would accept: 1 years free connection, free BT sport and honouring of a promise made last March by the retention team that any costs incurred with my present provider would be met by BT as and when my connection had been completed (I do not have this in writing) but when I mentioned it to the executive staff member I have been communicating with she did not seem disturbed in anyway.

I will keep you informed and thank you again for your advice.