FTTP in new build - order not progressing

Summary: Moved into a new build property mid September. House already equipped with BT OR ONT for FTTP. After several weeks and some engineering work, PON light steady green. Wholesale address checker and BT retail indicate OK to order service since late October.

Service was ordered through BT retail. First order was cancelled and re-ordered on to port 2 as they didn't understand why the order didn't go through.

BT retail (FTTP team) have since advised there is a capacity issue. Cablelinks required is what I'm being told. The date for this to happen is always 2 weeks after the last time it was queried. e.g on 2nd November told 16th November. 13th November told 27th November. Neighbours are also getting told the same thing. I suspect this date is going to keep moving. All I want is a realistic date when we might be able to receive a service.

Is there anything else I can do in this situation?

Just make sure you and neighbours keep on at BT to ensure they don't forget to pester and get the cable link installed/upgraded

Thanks MrSaffron.

Sadly, pestering BT doesn't seem to be getting us anywhere. They've now given us a date of 13th December for an update. I suspect that update will be a further update on 27th December going by all the responses to date. BT retail tell me there is no escalation path for this.

Tried to contact BT Wholesale myself today, although that seems impossible. Their web form seems to be the only route in and that's broken. I thought Openreach were hard to get hold of, but it seems Wholesale are on another level.

13th Dec will be over six weeks from our original order. It's probably around 4 months since the ONT was installed in the house. I wish there was somebody else I could pester as I'm starting to feel sorry for the FTTP team at BT Retail.

Don't send email now as likely to get lost in the evening spam, but email me in the morning ([email protected]) with your address and will enquire of Openreach as to reason for delay (Consumer do sometimes seem to work down a cribsheet rather than give true answer) and a timescale.

Thanks Andrew. email just sent. Cheers!