Ongoing BT FTTB Installation saga

Though I'd better start a new thread rather than hijack jax2's
This is in relation to this post:
http://forums.thinkbroadband.com/fibre/t/4421071-re-...

email received Sunday 26/07 3:25am
"Your BT engineer will visit soon. Please read below in case you need to do anything before the visit.

About your engineer visit
Your BT Infinity engineer Will visit My address On 29 Jul 2015 Arriving 1pm to 6pm"

Check this morning on progress:
We're sorry, your order has not progressed as expected

We need to speak with you to rearrange your appointment.Please contact us.


Engineer visit

Cancelled

1pm-6pm Your appointment has been cancelled. If this is not correct, please Contact Us.

I had a feeling this would happen,anyway got a BT Care mod looking at it now will keep you updated as to any progress.

Update 1
New install date 18 August 2015 !!

Yup. If mine and my neighbours experience is anything to go by they'll likely miss that one too.

Glad to see BT are maintaining their excellent customer service for FTTP installs. Bit of hint you'll likely get an install in September.. Maybe...

Oh and don't think because you have an install date you'll get it. Don't be silly. We had 300 odd people here that could potentially order FTTP. Now only around 150 can order or have it already and BT have provided no explanation and refuse to do anything about it. Some after a lots of moaning did get the necessary manifolds installed and got FTTP but many have not.

Why was ours delayed? Well it was very simple. There wasn't any fibre between the estate and the Exchange. They'd forgotten to install it - I wish I was joking.

Regards,


Gareth

so which development is that then

It may not be that bad everywhere.

My brother recently had FTTP become available. They rang BT, given a date for install about 2 weeks later. The external connection got done in time. Engineer for internals arrived as promised, ran the fibre around the outside of the property to come in to the living room exactly where they wanted it and connected it all up. Even set up a laptop and iPad to connect to it.

Seems they had excellent service exactly when they were promised.

This isn't to rub salt into the wounds but just because some go wrong doesn't mean that all do and we don't know what percentage of installs get delayed like yours was.

Fun ain't it?
I feel for you as I haven't got any further either.

Update 2


Just been called again and order is stuck in system(took 7 weeks to notice this?) and looks like 18th will be cancelled yet again.

Have to wait for call on Monday 3rd August for update.

This is the final chance I am giving BT to sort this mess out,have received email re price increase for phone(25th)and have 30 days to cancel and leave to avoid paying a charge for leaving early.

Who will you go to instead for FTTP?

Therein lies the problem,with so few FTTP suppliers available choice is somewhat limited and whoever I choose will still be reliant on Openreach.

At the moment my Sky bb is still working and am thinking of just changing phoneline to monthly contract with Pulse8 or back to IdNet whilst I consider my options.
AAISP are looking the best with their reputation of getting OR to listen and actually do something though the unit pricing almost certainly rules them out for me so it may be I end up staying as I am and forgetting about FTTP at least for a while.

Hang on, hopefully it will be worth it in the end!
Always seems to be so near yet so far...

If 300GB per month or less it is not as bad as the unit-based prices.

Home::1 ADSL2+ is £25, with 100GB. Plus £15 for 80/20 FTTP. Plus £10 for another 100GB and a further £10 for a third 100GB. Above that you pay excess charges at £10 per 50GB.

Zen has been very reliable with my mate. He has had this provider with fttp for over a year now

Good
Morning ,we tried to call you today but we missed you, we were
calling to advise you that your order has been sent for survey, this is just so
we know what additional external work is required to be done before we can
provide the service to yourself, we will check this again on the 7.08.2015 and
we will give you a call by 8pm with the results to the survey, Kind Regards Bt
Retail

2x mobiles and a landline no missed calls to tell me they will do a survey when one has already been done on 16th June.
Looks as though they may have restarted the order from scratch.

Ok where do i go from here?

I thought I was getting somewhere with BT,well I was,actually managed to get the installation this far:

https://www.dropbox.com/s/imm12scbo6c4i1m/2015-10-21...

https://www.dropbox.com/s/w633urrrttan4sg/2016-02-19...

This was October 16 with completion due Oct 22.(So close yet still so far)
19 Oct Problem with Order Not Progressed As Expected address database needs updating as block of flats was showing as a single house.

22 Oct This has now been done and we need the landlord of the flats to fill out the link below please and sign off service.
http://www.superfast-openreach.co.uk/landlord

FF 16 Nov BT Call still waiting on LL to complete form,contact LL who say "waiting for more info from Openreach as may FTTP whole building,could take a week or 6 months!

December BT cancel existing order until form completed when new order can be placed
BT Exec Complaints no longer reply to email
BT Wholesale checker no longer showing FTTP as available

Skip forward to last week 14th contact LL again to enquire if any update new person didn't know anything(said original contact left end Nov) of what had been going on would get back to me.

15 March LL replies no problem I have completed the BT/Openreach online landlord form today as requested.(no mention of whole building FTTP)
Check every day since and still no Fibre availability showing.

BT Sales:Computer says No
BT FTTP Team: can see availability deep in system? but cannot place order til database shows


Who can I chase
Is it worth contacting Superfast Cornwall or My MP any other suggestion?
All I want is the work completed

Note I don't blame BT they have been,were very helpful but getting Openreach to do anything seems impossible they take days to respond to each query.

If by next Wednesday the checker has not updated so that sales teams will finally say yes, then time to email [email protected] with link to the thread.

i.e. paperwork may have gone astray or updates failed to percolate through the system

Many thanks
Will wait (patiently as ever) and let you know next week

Big Thank you to Mr Saffron and his contacts at BT/Openreach.

FTTP was finally completed 19/04
http://www.thinkbroadband.com/speedtest/results.html...

boysteve

Nice speed test!

It is good to know that all the hard going and long wait has paid off. Shame the LL took so long to get the paperwork signed off. Have the other flats been done at the same time?

Hi
Yes,really pleased with the speeds especially the upload,makes so much difference and was definitely worth the wait although at times I was thinking "was I a fool not to accept the offer Sky tried to keep me with (£5 p/m +£50 credit)but I really wanted fibre which they were unable to supply.
The LL actually signed off the paperwork twice but there was confusion on OR Database as flats were listed as Single DU not MDU and still are,apart from mine so they are still unable to order Fibre.Two tenants who were considering fibre have left and one other i know went to talktalk for the tv package as we cannot receive Sky satellite either so it's only my flat at the moment.

Glad you finally got it and all ended well.
Well not quite all as from what you say others in the block of flats can't order fibre. Similar story round here, I am sitting pretty with my FTTP whilst others can't get it on the same street and they have been removed from the list of properties that can order. They are not happy, some can't even get a reliable broadband at all at any speed.