BT OpenReach FTTP - stuck in a black hole

neiltwist

I'm posting this in the hope that someone on here can help me with some advice.

I recently moved into a new build property with pre-installed FTTP (well, they installed it the weekend I moved in). I was told that the PON light would turn from flashing to solid, at which point I could place an order and that this should be "within 48 hours". Fast forward 336 hours and still no joy. The builder keeps chasing BT OR with no joy (their contact deals with the physical installation which is completed) and I can't contact them directly via phone.

I have submitted a form on their newhomes site which they responded to within 2 days asking for a plot number and serial number from the installed box. I replied quickly and since then have heard nothing (we're now 8 days later).

I have also contacted BT retail who say I can't place an order as the line isn't marked as activated. I then spend 30 minutes on the phone to them and they said they will 'fill in a form' and send it off to BT OR, but they can't tell me anything about how long it will take or give any status updates, other than '10 days'.

Frustratingly, the house next door which isn't occupied yet can get service and the house down the road which was moved into last week placed an order and got service within two days.

BT OpenReach seem to be a law unto themselves and I can't seem to get any feedback from them about anything, which would at least allow me to plan some backup as working at home is quite difficult without an internet connection.

Does anyone have any experience or advice that will help me with BT OR?

JJ_Egan

Basics are BT OR do not deal with the public only ISPs and new build contractors .

If you are working from home i take it you are after a business contract ??In which case the BT Business team may be worth pushing .

neiltwist

Thanks for replying, but I work from home rather than run a business from home, so it's just standard retail BT. Looks like I'll have to submit another form then...

lee111s

You need to get the builder to keep pressing Openreach. It's justa system issue that needs to be updated, once that's done your PoN light will illuminate and you'll be able to order.

The other option is to collar an Openreach engineer if you see one on site. They should either be able to mark the line correctly, or get onto someone who can.

neiltwist

Ok, thanks for your response Lee. I'll keep an eye out as there are some new houses to connect in.