New Build Home - FTTP - BT Openreach

NJStubbs

Afternoon All,


Completed and moved into a new build 30Apr15. Had met with developer on 15Feb15 after reserving to review the plans, which showed a FTTP(fibre to the premises) connection.

Called BT Retail after I moved in to sign up as Sky told me they are unable to support FTTP connections at the current time. BT Retail advise that I cannot sign up with them as BT Openreach have not finished all the required work (internally or externally to my property).

Chased up with developer and was told this is “not their responsibility”and it’s down to BT Openreach.

Tried to call BT Openreach but was told they will not speak to me as I am an end user.

Went back to developer and kicked up a bit of a fuss, got through to customer service manager who agreed to contact Openreach to try and resolve.

We are now five weeks down the line, Openreach have built the infrastructure round the development to support my connection. They’ve pulled the fibre into my home, installed a splicing unit and the fibre modem. My developer confirmed work would be complete by the 23May15, then the 28May15 and finally the 29May15. I met with the developer at my home on the 30May15 and they checked over the install and confirmed everything was in place as it should be, all finished.

Called BT Retail to sign up, they advise BT Openreach has not finished all the required work so I cannot place an order.

Call my developer who tell me once again, the work iscomplete and there is nothing more to do. I say BT Retail tell me it’s not,they tell me they have spoken to Openreach who say it is.

Try to speak to Openreach directly, told again they will not speak to me as I am an end user.

Contact Ofcom to ask where I go from here, they tell me to lodge a complaint about Openreach through my service provider! Explain to themI can’t get a service provider until Openreach finish their work. I’m told to revert to developer once again.

Speak to my developer again who tell me all the work is done, there is nothing more to do and BT Openreach have now moved off our site – nothing more they can do.

Anyone have any similar experiences they can share and perhaps offer some advice as to a path forward? Or is anyone in a new build in the same boat as me?

As it’s Fibre only to the home (no copper at all) I do not even have a working home phone as yet, that coupled with the development being on what was previously farmland means I get no 3G or 4G on my mobile either! I just want an internet connection! Help!

jimpix12

I don't know if this will help but when Openreach quoted me 6 weeks to install a new line and wanted over £150 to do so, I sent an angry email to the MD of Openreach and her secretary replied in a few hours and agreed to get the ball moving and it was all done within a week.

https://www.openreach.co.uk/orpg/home/aboutus/ourorganisation/ourexecutiveteam/executiveteam.do

Their email addresses are in the format firstname.surname@openreach.co.uk

Th3_Ripper

Unfortunately its a very common problem, especially if you are one of the first people onto s new estate or it's a very small development.


I moved into my house in November and despite weekly phone calls with Sky's executive support team and my MP getting involved it still took until March to get a phone line installed.


I spoke directly to the then chief executive of BT Openworld which certainly helped move things on.

Twiglet12

We had exactly the same problem, it took us several months to get broadband. Openreach may not have finished the cabinet/exchange works and if this is the case there is little you can do. Are there lights on on the equipment in the property?

Try this checker which should give you the status; http://www.superfast-openreach.co.uk/where-and-when/

ReadingTim

I currently work for a housebuilding company - BT Openreach are truly awful and it's causing the business real problems as we're facing exactly the same problems as you've suffered up and down the country.

[Deleted User]

Hi.


Send an email to [EMAIL="dso@openreach.co.uk"]dso@openreach.co.uk[/EMAIL] and explain the situation and that you will be contacting your local MP. Keep it short and sweet.


Their High Level Complaints team will come back to you with an answer once they have contacted the various parts of Openreach for an answer. Your new build site has an allocated New Sites Rep from Openreach to manage the infrastructure installation via its contractors (MJ Quinn, Kelly etc). Which new build site are you at?


From experience, it's possible that there is a part of the infrastructure which is not complete yet, alternatively it may not have been signed off on the system which tells service providers that your property is 'service ready'.


Hope that helps.

gazter

As suggested, contact your MP. Its amazing how many blockages can get cleared from a friendly phone call from your member of parliament. They can be like plumbers of bureaucratic pipes that have got bunged up.

ethank

Why in 2015 must a property have gas and electricity before you move in, but no internet connection?
The internet should be treated as a utility and the connection should be there and working on the day you move in!