Who sets up phone/internet on a new build?

sh856531 · 17 June 2017 at 3:57PM

Hi all

I am set to be the very first resident at a new build estate near Cramlington. I just had a call from the builder stating that despite earlier assurances BT had not done the requisite cabeling to get phone service from the date we move in. I get the impression that the estate itself is wired up, but that Opernreach haven't physically connected the estate to their network.

Can anyone advise on what the process is for this? Do I need to call openreach to get them to do something or is it the builder?

I'm a little disappointed with the builder right now. Admittedly they may be somewhat at the mercy of external providers, they had promised that both Virgin would be offering service as well as BT. Now that we have exchanged it turns out that is not the case

Any advice on how to get service ASAP would be appreciated

S

Browntoa · 17 June 2017 at 4:03PM

is it Openreach or have the builder forgotten to tell them that their bit was done ?

https://www.ournetwork.openreach.co.uk/property-development.aspx?utm_source=furl-newsites&utm_medium=site&utm_campaign=Openreach-furl-newsites

Lorian · 17 June 2017 at 4:08PM

What does BT's checker say if you enter the postcode?

https://www.productsandservices.bt.com/products/speed-checker/

sh856531 · 17 June 2017 at 4:37PM

Browntoa wrote: »

is it Openreach or have the builder forgotten to tell them that their bit was done ?

https://www.ournetwork.openreach.co.uk/property-development.aspx?utm_source=furl-newsites&utm_medium=site&utm_campaign=Openreach-furl-newsites

Well thats possible but the builder won't likely be in a hurry to admit to that. I'm just keen to make sure that there is no further delay if there is something I can do personally to make Openreach act sooner. I also just wanted to make sure that it wasn't actually my responsibilty to notify them as the first resident.

The property is so new it doesn't even seem to have a postcode assigned in the Royal Mail database, which isn't helping matters when speaking to phone companies and the like :-/

S

BeckyAP · 19 June 2017 at 11:56AM

Hello,

I'm going through this at the minute. Here's what I know -
The property must be registered with both the Royal Mail and Openreach.
The Royal Mail registering you can do yourself online.
Openreach I'm having more trouble with...I know I've got fibre to the home, seen the little openreach box in the cupboard and everything but they haven't registered my address.
When I speak to someone like Zen or BT about getting internet in, they say they can't do anything until the address has been registered with openreach.
I've used their newbuild form again today to try and get them to regsiter the address but until those two bits are done, you won't get internet!

comeandgo · 19 June 2017 at 12:05PM

Openreach are a nightmare to deal with. We had to wait 6 weeks to get phone and Internet in, as we had no postcode, we were the first house in anew development, Openreach would do nothing.

Captain89 · 19 June 2017 at 3:14PM

Took us 5 weeks to get our line connected and that was after we sent a letter to the CEO of BT. They are the worst when dealing with a new line. Openreach would not talk to us. They only deal with the service provider.

armchaireconomist · 19 June 2017 at 4:00PM

Off topic: This wouldn't happen to be the Avant homes estate on the old Wilkinson sword factory behind the train station would it?

Small world...

JWM73 · 13 June 2018 at 3:33PM

We moved into a new build property in Feb 2018. We took our Sky broadband and TV with us. 3 days before we moved we were told there would be a delay on the landline and broadband.

4 months later after hundreds of calls and emails we are still waiting. Just veen told 5km of cable needs laying and the work is only planned in to start in another 8 days. It will be 5 months before we are any closer to having broadband.

Sky have been awful and I have raised a dispute with CSAS. I wrote to my MP (useless), Watchdog (no reply), BT Openreach (some updates on work but mostly they say go to service provider). At the end of my tether completely!!

JWM73 · 13 June 2018 at 3:34PM

We moved into a new build property in Feb 2018. We took our Sky broadband and TV with us. 3 days before we moved we were told there would be a delay on the landline and broadband.

4 months later after hundreds of calls and emails we are still waiting. Just been told 5km of cable needs laying and the work is only planned in to start in another 8 days. It will be 5 months before we are any closer to having broadband.

Sky have been awful and I have raised a dispute with CSAS. I wrote to my MP (useless), Watchdog (no reply), BT Openreach (some updates on work but mostly they say go to service provider). At the end of my tether completely!!

Jane_B · 13 June 2018 at 4:01PM

You need to contact open reach. Same happened to us, my husband works from home so not having internet for 4 weeks after moving in caused us tonnes of stress and expense. Taylor Wimpey had done all they could so to speak, it was the network provider or the one laying the fibre cabling who had to finish it up and connect the final bits our end. Which has to be done once the build is completed.

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Who sets up phone/internet on a new build?

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