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I'll soon be moving to a new build home that has FTTP - how long does it take an ISP to set up service on the line to get Internet access? Do I have to order a phone service first and wait for that?
I'll most likely be going with Zen (or possibly BT, depends if I get talked into taking the 330/30 service) if that makes a difference.
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I suspect that all depends upon whether the FTTP is installed already or not. I have FTTP installed and use FVA with no link back to the copper line. So if I move out I would expect the new occupants to be able to have phone and Internet installed over the fibre from the day that they moved in.
If FTTP is not installed then getting that set-up can take from days to months depending upon the local situation.
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We were in a similar situation just before Christmas: new build fttp. When we got the completion date we ordered BT infinity straight away. During the order process we got the message that an openreach fibre modem was already detected which seemed odd for a new build, but the developer confirmed all the equipment was pre-installed. So in our case it only took a few days to be up and running with no need for an engineer visit. Don't forget to order via topcashback and look out for the prepay credit card. We ended up with discounted infinity plus £190 mix of cash back and credit card.
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I've been out to the house and the fibre modem is already present in the cupboard under the stairs and is showing a couple of green lights, so I guess things will be quick. Thanks all!
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We were in a similar situation just before Christmas: new build fttp. When we got the completion date we ordered BT infinity straight away. During the order process we got the message that an openreach fibre modem was already detected which seemed odd for a new build, but the developer confirmed all the equipment was pre-installed. So in our case it only took a few days to be up and running with no need for an engineer visit. Don't forget to order via topcashback and look out for the prepay credit card. We ended up with discounted infinity plus £190 mix of cash back and credit card.
I wish my developer was that thoughtful...
BT ADSL customer getting 1.7 Mbps (0.6 Mbps up) on a new road / new build development
CAB not FTTC enabled, not part of the 66% commercial plan. Not rural - no BDUK funding
(Virgin Media nearby)
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Just registered to chip in what happened to me, I moved into a new build with FTTP pre-installed last year (Modem with green light on), signed up on the BT website (Via Quidco!) and they quoted 3 weeks for an engineer to come visit/install, then called up and managed to get through to the FTTP team who activated it the next day!
I signed up for the 200/20 service but oddly have 240/30 connection.
To save you the trouble of all the hassle of getting someone who knows what FTTP is on the phone, call the FTTP sales team directly at 0800 587 4787
FYI the number is from a BT Community Guru post (https://community.bt.com/t5/BT-Infinity-Speed-Connection/New-estate-openreach-say-they-have-installed-all-necessary-for/m-p/1114216#M120811), hopefully this doesn't break any rules!
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Thanks for the number, have a feeling I'll be contacting them. New build estate has 8 currently occupied premises all on the same postcode PR4 2SA. BT Infinity checker for the postcode still only shows the 2 show homes with availability and we move in in 7 weeks, think I'll be doing quite a bit of liaising with the site rep and Openreach over the next 2 months to stand any chance of having functioning phone and broadband services
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I'm sure it's different on every site, but I should be moving into a new build in 2.5 weeks and the external works were meant to be done last week and the salesperson told me the internal works will be done about 2 days before I complete. I think that's the point at which it will start to show as being available.
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Is that still the case or has it slipped
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My new address now shows on the BT broadband checker, but without a speed estimate, so I'm assuming that means the external work is done. I'll be going up to the development tomorrow for my 'home demo' so I intend to ask for an update about the internal works then.
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No estimate needed as it will run at the ordered speed.
If you see the internal ONT fitted and showing green LEDs then should be ready to order on.
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Good luck. Don't have a huge amount of confidence with the on-site team, it's just lots of yeah yeah yeah. 6 weeks to go, will really start pushing them once 2nd fit is done
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I just meant that it doesn't show as being WBC FTTP available yet. It says 'no services available' rather than telling you which speeds you can order. 
Edited by deleted (Mon 22-Feb-16 12:18:00)
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So I when I was in the sales office on Friday someone who has already moved in popped by to moan/ask when they were likely to get internet. BT have said today or tomorrow for the the whole side of the street which I'm on to have internal installs, but the sales guy did say not to hold your breath and that BT are the bane of his existence! He also mentioned that usually OR only update their records once a month in the middle of the month...
I move in on Friday, so hopefully they'll be an ONT waiting for me, but I've upped the amout of mobile data that I have so I can at least hotspot off my phone for email and browsing for a bit if needed.
Edited by deleted (Mon 22-Feb-16 12:18:51)
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So despite a plan being in place to get the ONT installed before I moved in, it hasn't been. The developer is chasing Open Reach but they seem to be about as useful as a chocolate teapot so at the moment I'm not holding my breath about having internet anytime soon. Quite frustrating that I can't chase it up myself!
Edited by deleted (Thu 03-Mar-16 10:07:26)
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Is it a fibre only development?
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To give a bit of an update, I ordered FTTH from BT last Thursday (Zen couldn't provide service for some reason, my address/postcode didn't allow it). They said the service would be active by midnight on Tuesday, which was great!
However, despite four text messages and three emails on Tuesday confirming that my service was all activated and ready to go, it isn't. BT support have told me there is a nationwide issue on activation of new fibre products and they haey have no ETA for a fix! I've been through 6 different departments so far (they keep transferring me to business support who can't find my order, then eventually transfer me back to residential).
All in, lead time should not have been my concern, but competency!
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What do the various lights on the ONTE and router show please ?
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Yep!
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On the ONT, Power, PON, Port 1 and Tel 1 all green. Port 1 flashes occasionally.
HH5 shows orange light and red BB light. The event log in the HH5 says:
PPP LCP Receive Transmission Request (Failed to authenticate ourselves with peer)
PPP LCP Send Transmission Request (Failed to authenticate ourselves with peer)
PPP CHAP Receive success : authentication failure
PPP CHAP Receive Challenge
Edited by deleted (Thu 03-Mar-16 10:25:41)
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OK, it sounds from that as if the remote build for the broadband hasn't gone through successfully.
Saw something identical this week. Sadly the punter had endured a few weeks pain before they sent an engineer (me) out. After a couple of basic checks, had it sorted fairly quickly by a call to the backroom boys who rebuilt the circuit on the remote server.
What I suspect you want to know now, and what I cannot answer, is how to persuade BT retail to send an Openreach engineer out. Maybe trawl this forum and see how others have got a better response ?
Keep us posted on the outcome please.
Good luck.
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What does the site Openreach contact have to say about the delay?
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Apparently last the developer heard was that OR are denying they agreed to the dates that they signed off on, and now they can't even get through to OR to find out what's going on...
I did find the link below for people with new homes to contact OR, but I'm not holding my breath!
https://www.openreach.co.uk/orpg/home/contactus/newh...
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Have you tried emailing them at [email protected] its their fibre enquires team.
It can take up to 10 days for a reply, but I have had replies the next day.
Just supply your full address and land line if you have one yet and explain the situation.
Paul
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Thanks for this. I'll give it a go.
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After a little gentle persuasion I've got an engineer booked for Monday morning. Here's hoping he can get things sorted quickly!
Thanks for your help!
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Quick response, but unfortunately no joy: The Fibre Enquires team is set up to answer queries for those looking for information as to when Fibre will be in their area and must already have a working telephone line.
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Rather generic first response, but it was a rather generic form... Stated that the ONT is 'usually' fitted only a few days prior to occupation and then asked if the ONT was fitted so have replied that it isn't!
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Engineer has just gone - problem was as you said, part of the build had failed to go through. He had to spend 90 minutes on hold to the relevant department, but once he got through it was fixed in a couple of minutes.
Thanks for all your help!
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Engineer has just gone - problem was as you said, part of the build had failed to go through. He had to spend 90 minutes on hold to the relevant department, but once he got through it was fixed in a couple of minutes. How sad are things when engineers have to wait for so long to get through, wasting huge amounts of resource as he presumably wasn't first in the queue.
Customer under-provisioned call centres are bad enough but can be explained by customer willingness to pay enough to prevent them. Engineering staff support whilst on the job being so is ridiculous.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59504/15641kbps @ 600m. - BQM
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Spooky, it wasn't me was it ??
I finished an identical repair to this at around the time you posted, and yes, stupidly long wait times to get through to the DCoE fibre team this morning.
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If it was a new build in the Commonwealth Athlete's Village, then it probably was!
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Ah, so not me then. Glad one of my colleagues was able to help.
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So frustrating that OpenReach will only deal with suppliers, but I can't get a supplier until OpenReach have done their part!!
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So I now have an ONT in the cupboard under my stairs! Yay! But unfortunately it doesn't actually connect to anything because the cable out the front of the house is still spooled up and not going anywhere.
My address also still doesn't show any products available to order. Anyone know how long it usually takes for DSL checker to show WBC FTTP as available after the ONT is installed?
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Nothing will show up until the cable outside the front of the house has been dealt with.
If this is new build FTTP area with fibre only then they do the complete roll-out including ONT ahead of you being able to order.
The usual pattern in brown field areas is that you can only get the ONT installed once the checker says WBC FTTP available.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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They're meant to be blowing the fibre today, so fingers crossed I'll come home to the physical side of the installation being complete tonight and then it's just waiting for the update to the DSL checker so that Plusnet can get me activated!
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Am I right in thinking that Plustnet currently only offer 40/10 and 80/20 on their FTTP trials?
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I think it depends on what you're currently on. I signed up to 40/2 at the end of last year, so I'll get 40/2 instead of 40/20.
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Psssht if you're getting FTTP the ONLY sensible option is 330/30! 
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I've moved to a new build with only FTTP. I didn't pick the house based on it having FTTP, it just happens to come with it (and lately I'd rather it didn't because I'm sure I'd be connected already if it didn't). £50+/month and line rental isn't justifiable when the most I ever do is stream a film and I live alone. £17.50 and no line rental with Plusnet suits me just fine.
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Yep, new build FTTP.
Cable was sorted out yesterday, there's a nice grey cover where the cable spool was before, but still just a red light above LOS on the ONT. Guess I won't have a connection in time for the weekend... Still keeping my fingers crossed for before the bank holiday weekend!
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So a week after my install was completed I'm still trying to get my address marked as having FTTP available. Everytime I call the BT FTTP line I give them the ONT serial number and lights and they say they'll pass it to Openreach, because apparently the notes the previous person left are no longer there.
Today I got a call from someone at Openreach trying to convince me that I needed to get my postcode added by Royal Mail. I did that in MAY. My address shows up fine on the DSL checker, it just doesn't show any products as available! So he's now referring to another team too.
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Plusnet have been told it's a capacity issue that will take about a month to resolve...
My house is about half way through the first phase of development, which will eventually see 1000 odd houses built. If there are capacity issue already then someone really didn't plan the deployment for the development very well!
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Well ONT was installed 2 weeks ago, 2 steady green lights but I'm stuck at the "silver" stage of the install process as Openreach have as yet not updated their database to allow an order. Am currently burning through 4g mobile data like it's going out of fashion and BT retail can give me no timescale. Anybody have any experience of the wait time or is it a how long us a piece of string situation??
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I believe the database is updated once a month, but there seems to be some debate about when in the month, from when I looked into it a while ago.
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Well it's still not been updated, getting frustrated so have got ELC on it, hopefully it's cross companies in its remitt and can move things along between Openreach and Retail
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Well ELC came through and sorted the problem efficiently. New phone line and Infinity 4 by the end of the Bank Holiday. Now got to hope the old Time Capsule has no WAN issues connecting otherwise I'll have to use the Hub 🙄
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