7 Months for BT FTTP Install and still waiting...

Hi All

I placed an order for FTTP on 10 Dec 2019. It was supposed to be installed before the end of the year. First OpenReach engineer said the conduit was blocked and would have to be cleared before install. Fine. I called BT, order still in progress, but install dates being moved. Second engineer comes out and asks if it has been installed (?). He took some details and left. Called BT again and got a date for the dig team. This now mid Jan 2020. Another engineer comes out and tell me the conduit is blocked and will need to be cleared. I said, I know that because the previous engineer had already marked an 'X' or where to dig. Another call to BT. A dig team comes out. My name & address on their worksheet, but wrong photos and as it turns out wrong area and wrong person. Another call to BT. I now also have a OpenReach case worker. New dig supposed come out by end of Feb, then they realised it was the wrong exchange. So now new order is created and linked to original order and dig team will be out mid march, just before lock down.

Guess what. No dig team. I stop calling BT, as I'm not an urgent case or key worker. Now lockdowns are being lifted, call BT to see what is going on. I get a £300 compensation (nice), but still no word on when I'll get connected. Call again a week later, they OpenReach tell them dig team will be here 28 May, outside work to be completed on 1 June and indoor work 10 June (conditions allowing).

Called BT this morning. A new note on my account. Now dig team will be here on 15 June and that note was placed minutes after I had last spoken to them.

I understand the current situation with Covid-19, but all of this should have been done before the lock down and I would have thought a priority after the lockdown.

Any ideas on what I could do next. I do not want to leave BT, as it's not their fault and I have had great service from them. OpenReach like wasting money and sending engineers out to do nothing.

Thanks,

Shrey

Can prod Openreach for you, need address and some details of the blocked duct/conduit

Is the block in the street or in your property? If without any risk to yourself you can get a picture of where the block is suspected that will help to marry things up on the Openreach side.

Andrew at thinkbroadband dot com

It's almost like there's a global pandemic going on.....

Obviously things are delayed, it will get done when it's done. There are more important things to consider other than getting faster broadband, and as you already get FTTC you are not a priority.

Hi

Thank you.

I've sent you an email with the details you require.

Thanks again.

Shrey

True. Hence I am not in a hurry to be upgraded. I did not call BT from start of the lockdown until now when the lock down is slowly being lifted. The Government did say contractors/builders etc could return to work.

It would just be nice to get a date and for the OpenReach to stick to it. And all this started long before the pandemic was a thing.

I'm not angry, just a little frustrated that it has taken almost 7 months to get nowhere (aside for the £300 compensation, which I didn't know about). 4 months of which were before the lockdown.

And yes there more important things to consider, like open heart surgery for a bacterial infection. Christmas 2016 was a fun time. Thankfully, all fully repaired and heart valve replaced. No meds apart from anti-coagulants. No bypass, stents or pacemakers. Just a ticking heart and a Fantastic NHS.

In reply to a post by dave2150:

It's almost like there's a global pandemic going on.....

Obviously things are delayed, it will get done when it's done. There are more important things to consider other than getting faster broadband, and as you already get FTTC you are not a priority.

Errrm what part of this order was placed in 2019 did you not get!

4 months to get this thing sorted is bad enough, pandemic has only extended it.

Also I remember telecommunications works where marked as key so where still ongoing during the pandemic, like it or not Openreach where out in full force in my area doing external works and some even visiting properties so lets not make this about a pandemic eh.

This is about Openreach being incapable or communications as a communications company.

Conduit has been unblocked - or would have been if there was a conduit!

After much digging by the contractors, the put in an unblocked conduit! I would like to add the contractors very very professional and friendly. Left the pavement and my front better than when they arrived.

I now have a blue rope in front of my door ready for OpenReach to come and pull through the Fibre. That's scheduled for Monday.

Thank you Mr Saffron for your help.

Shrey

Just to add believe this was work that was already in the pipeline, rather than any prodding from my side in this case.

Either way look forward to hearing about another live connection.

Well, Monday is almost finished and no OpenReach.

Called BT who contacted OpenReach who said they had escalated the work to be done by the contractors (the dig team)! I had called BT on Friday and Saturday telling them it has been done and that I have the blue rope by my front door.

Now I'm waiting for the dig team to update their status, so OpenReach can come lay the fibre and then do the inside work. At the speed that this is going I might get FTTP by Christmas! It's only 6 months away and it's taken 7 months to get to here!

Kind of getting fed up of waiting.

In reply to a post by shrey:

I might get FTTP by Christmas! It's only 6 months away and it's taken 7 months to get to here!

PMSL I'll trade you my 2 year wait for your 7 months.

Still not finished here too.