In reply to a post by Pheasant:

Tweaking the cable up was what did it. Everyone knows light likes a loverly straight bit of glass. 🤣

Twaaaaaaaaaaang!!!!!!!!!!! 🤭😂🙈

In reply to a post by CJT:

In reply to a post by PCJM40:

Thats good news, shame you was left to get it sorted yourself.

I think it's fair to say that, without my intervention, it would have taken longer. And that's not down to the ISP but Openreach

it would have taken longer and (probably) a second failed install, then aquiss could have properly be involved. I do believe aquiss' hands where tied a bit with a live install booked. Also i suspect the spine that was originally was built was incorrect - whilst on paper they could have connected you with the further away cbt, it made more sense to provision a new cbt.

There isn’t really enough information to come to any conclusion, could the service have been installed on the original date if the first contractor had erected 3 spans of dropwire to ‘pole 3’ , was the Openreach work on ‘pole 2’ coincidental or because of senior management intervention, why is the pole opposite the address (pole1) still not the pole being used directly rather than as a feeder pole to pole 2 .

Suffice to say the customer is now connected, so this has ended well , without a ridiculously long wait , the ISP made a suggestion to contact OR directly, that if it had been made by a less well regarded ISP would have been pilloried as passing the buck , but may have been instrumental or may have been completely irrelevant in the resolution of the issue , no one contributing on this forum regarding this problematic installation knows the answer , but there obviously have been errors made along the way

Edited by Iniltous (Fri 04-Apr-25 10:46:24)

In reply to a post by Iniltous:

There isn’t really enough information to come to any conclusion, could the service have been installed on the original date if the first contractor had erected 3 spans of dropwire to ‘pole 3’ , was the Openreach work on ‘pole 2’ coincidental or because of senior management intervention, why is the pole opposite the address (pole1) still not the pole being used directly rather than as a feeder pole to pole 2 .

Suffice to say the customer is now connected, so this has ended well , without a ridiculously long wait , the ISP made a suggestion to contact OR directly, that if it had been made by a less well regarded ISP would have been pilloried as passing the buck , but may have been instrumental or may have been completely irrelevant in the resolution of the issue , no one contributing on this forum regarding this problematic installation knows the answer , but there obviously have been errors made along the way

I also completely agree with the above. Its a fair argument to make, and like every tbb user who gives us a problem to solve, we are blind to the full situation.

All I can contribute is that according to the OR Engineer the nearest pole is on a different headend. I would assume it’s due to it’s location. It’s on the corner of my road, and another road, so I am assuming it’s considered as on the other road and not mine, therefore it could follow a different route.

The OR Engineer said it could have been connected to that pole but would need work behind the scenes being sorted. He also mentioned he’d been sent by the Executive Complaints team.

The only person or company that can come out of this with any credit is the OP, they have driven this from the beginning to the end.

Both MJ Quinn (Openreach subcontractor) and Aquiss simply haven't done enough on this occasion, Openreach can rightly be accused of causing the initial issue with the infrastructure confusion but to be fair to them they have been the ones to send out their directly employed workforce to get that resolved.

Rather than patting any of the companies on the back which would be mind boggling I think the OP is the one the ISP should be thanking with something off their first months bill.

Edited by PCJM40 (Fri 04-Apr-25 13:50:14)

In reply to a post by PCJM40:

Both MJ Quinn (Openreach subcontractor) and Aquiss simply haven't done enough on this occasion, Openreach can rightly be accused of causing the initial issue with the infrastructure confusion but to be fair to them they have been the ones to send out their directly employed workforce to get that resolved.

Don't forget that the way the contract is setup the MJ Quinn engineer generally gets paid for completed installs, an incomplete one means they get very little/nothing. This is often why they hand back difficult jobs quickly, rather than spend time on a long job with limited chance of success.

In reply to a post by PCJM40:

Rather than patting any of the companies on the back which would be mind boggling I think the OP is the one the ISP should be thanking with something off their first months bill.

Had the OP gone with an ISP that is signed up to Ofcom Auto Compensation then they would be getting a credit of £6.24 for each day late the install was. Aquiss should be getting some compensation from Openreach, but I can't see anything that says they pay anything similar to the Ofcom auto comp values.

I had issues back in 2021 with my fibre install and incorrect OR records, it look many man-hours and a few weeks to fix. I didn't pay anything for the first few months due to the level of compensation from my ISP.

In reply to a post by Ad_G:

Don't forget that the way the contract is setup the MJ Quinn engineer generally gets paid for completed installs, an incomplete one means they get very little/nothing. This is often why they hand back difficult jobs quickly, rather than spend time on a long job with limited chance of success.

Oh that does not surprise me and was confirmed by the OR Engineer that MJ Q are paid per job.

In reply to a post by PCJM40:

Rather than patting any of the companies on the back which would be mind boggling I think the OP is the one the ISP should be thanking with something off their first months bill.

Had the OP gone with an ISP that is signed up to Ofcom Auto Compensation then they would be getting a credit of £6.24 for each day late the install was. Aquiss should be getting some compensation from Openreach, but I can't see anything that says they pay anything similar to the Ofcom auto comp values.
-----------------

I will take this up with Aquiss, I just wanted a working FTTP connection before I worried about anything else. Plus my FTTC connection was still working fine.

In reply to a post by PCJM40:

The only person or company that can come out of this with any credit is the OP, they have driven this from the beginning to the end.

Both MJ Quinn (Openreach subcontractor) and Aquiss simply haven't done enough on this occasion, Openreach can rightly be accused of causing the initial issue with the infrastructure confusion but to be fair to them they have been the ones to send out their directly employed workforce to get that resolved.

Rather than patting any of the companies on the back which would be mind boggling I think the OP is the one the ISP should be thanking with something off their first months bill.

I think with all due respect you have made it quite clear on your views about the ISP I have chosen, I had no qualms about contacting OR as I realised from talking to Martin it made the most sense, and clearly it worked.

Would your ISP have jumped through hoops to get you set up?

In reply to a post by CJT:

Would your ISP have jumped through hoops to get you set up?

No, mine is a bargain basement ISP and they wouldn't have lost any sleep over it either. So when comparing mine and yours regarding an issue like this there is nothing between them.

Hope you get some compensation as you have worked for it.

Edited by PCJM40 (Fri 04-Apr-25 17:42:34)