Installation of phone service and FTTC service

During December my work colleague took on a rented property and immediately went about ordering a simultaneous installation of a phone service and broadband service [FTTC]. What was pretty obvious was that the drop wire from the pole to the master socket, and indeed the internal wiring was in pretty poor condition. I suggested he order a brand new service with the master socket located next to his computer.

As expected the phone installation would cost £100 + VAT with the FTTC service installed at no charge. A few days prior to the installation the ISP claimed to have sent an email, but never received, basically saying that an engineer visit would not be necessary to install the phone line as there was already a master socket in the property and hat they had been able to make this live. Sure enough, plugging a phone into the existing master socket showed there was a dialling tone on the line.

Contact was made with the ISP to say this was not what was required but their response was that it was up to BT to decide how to provide the service and that they had fulfilled their obligation. When it was pointed out that re-activation of a line would normally cost a nominal sum, they were having none of it and the charge would still stand as the engineer had to visit the exchange to do the necessary work. A socket by the from door was a very disappointing outcome.

The broadband engineer turned up, three hours beyond the time slot, saying that all he was contracted to do was to change the master socket and if so wanted, to attach the modem to the wall. Any suggestion of doing anything more was out of the question. Contact was made with the ISP who asked the engineer to provide an extension socket next to the computer desk [located in an adjacent room]. With not too much enthusiasm to drill through the wall for the required wiring, this extension was created. However the existing sub standard drop wire still remains on the basis that if the predictive speeds are not achieved after several days have elapsed then BT will be requested to attend but such a visit would probably be chargeable.

A few days later, the down speed has settled at 39Mbps against a predictive 75.4Mbps. Faced with the foregoing what would you do next?

Faced with the foregoing what would you do next?

Check that it hasn't been provisioned as a 40/10 service.

How could he say that the drop-wire was in poor condition?

I thought they were replaced as part of the installation.

Since when? Not in my lifetime.

Why?

If they are there why do unnecessary work and increase the cost to customers?

Not quite. If installed by Openreach staff, any existing spans of the old dropwire 3 (grey coating, single pair thick copper and no twist) should be replaced during an installation visit.

Sounds like the OP is referring to a visit from a contractor.

OK . But that would be an engineer assessment, not a routine occurrence. Certainly not all FTTC installations.