New Build & Openreach Phone / Broadband Connection

ELToro

I have lived in my property for over 60 days now, without a phone line or the ability to use Broadband.

Has anyone experienced this and how did they get it resolved?

I have had an Openreach engineer out as my Internet provided was told the work was completed they came and left stating there was no connection between the exchange and my property (wires are there just not connected). Now Openreach have pushed back this external work 3 times with there new date another 2 weeks away.

My Internet provider is at the mercy of BT Openreach so there is not much I can do there but who do I contact to raise a formal complaint, and how will this get resolved? If anyone has had any experience of this any info would be great, is it a matter of waiting it out?

macman

You cannot contact OR direct, as they have no retail presence, you can only pressurise your line rental provider or ISP. It's a line provision issue, not a broadband fault.

ELToro

WHich has not helped me so far. As they are stating its beyond there control

LazyTyper

It's very possible that Openreach need some planning permission from the local council to continue with the required work.

If road closures are needed then this can be a cause for delay.

ELToro

LazyTyper wrote: »

It's very possible that Openreach need some planning permission from the local council to continue with the required work.

If road closures are needed then this can be a cause for delay.

Thanks, I know its not this anyway as the council dont own the road as of yet. Also the exchange is on the path next to my house.

Gordon_Hose

Exchange? Do you mean the green cabinet...?

Unfortunately, you'll just have to be patient. If you need BB urgently (!?) then why not look at a PAYG dongle.

ELToro

Gordon_Hose wrote: »

Exchange? Do you mean the green cabinet...?

Unfortunately, you'll just have to be patient. If you need BB urgently (!?) then why not look at a PAYG dongle.

This was an option I wanted to do, however the signal is not strong enough we struggle to get WIFI on our phone.

LazyTyper

ELToro wrote: »

Thanks, I know its not this anyway as the council dont own the road as of yet. Also the exchange is on the path next to my house.

If the road/land is privately owned then Openreach can not simply pop by and start digging, they require a wayleave.

Usually landowners not replying fast enough is the main cause for delay.


As Gordon mentioned, I believe you refer to the green PCP cabinet. This connects the copper cables from individual homes to a large bundle of cables that run to the exchange. I can only guess the run to the exchange has not yet been finished for whatever reason, but that's only my initial thought.

I would also suggest, like ELToro, to get a cheap PAYG dongle but try a different network. Hopefully you have better luck. Not sure what it has to do with Wifi though.

ELToro

Its a new build so the developer owns the land as far as I can see at the moment. The house in front and behind have a connection ours does not.

I assumed the dongle would not work as my phone does not pick up 3G or 4G let alone any Hotspot from BT.

Gordon_Hose

What network is your phone on? Try a different network?

ELToro

Gordon_Hose wrote: »

What network is your phone on? Try a different network?

Looks like only O2 get 3G / 4G coverage where I am. PAYG Dongles are not that cheap really considering, never realised.