Full fibre installation delayed, old services now disconnected

iniltous

Assuming you had FTTC/ADSL from Onestream , the only automatic link between the two orders is if the phone number was being kept ,  doubtful given the ISP in question ( do they offer a IP telephone solution ? )  your poor choice of ISP is somewhat highlighted by the fact that they advised you to speak to Openreach when that isn’t possible, Openreach are not a customer facing company no ISP should ever suggest that to one of their own customers.

Installations fail for a variety of reasons but are in the small minority, as stated , if maintaining a service was imperative the ADSL/FTTC could have been ceased after the FTTP was in and working , the OR tech didn’t probably didn’t touch the copper pair , if the service on it were ceased , that’s because the date on the  cease ( that the ISP asked for ) was acted upon , so rather than a failure , the cease happened exactly on time , ironically if a phone number were involved and the installation failed , the cease wouldn’t have progressed unless the install were booked off as complete if the orders were linked , so irrespective of the cease date , the cease would not have taken place .

Your criticism of Openreach only is only really valid to a point , you either don’t know or haven’t offered the reason why they  ‘ turned up without the necessary equipment’ that is somewhat vague , if for arguments sake , the tech discovered on arrival that the pole couldn’t be climbed and needed a hoist for safety reasons , that was not a failure on the techs part , they are responsible for their own safety, and rightly, there is no compromise with safety.

rabbituk

iniltous said:

Assuming you had FTTC/ADSL from Onestream , the only automatic link between the two orders is if the phone number was being kept ,  doubtful given the ISP in question ( do they offer a IP telephone solution ? )  your poor choice of ISP is somewhat highlighted by the fact that they advised you to speak to Openreach when that isn’t possible, Openreach are not a customer facing company no ISP should ever suggest that to one of their own customers.

Installations fail for a variety of reasons but are in the small minority, as stated , if maintaining a service was imperative the ADSL/FTTC could have been ceased after the FTTP was in and working , the OR tech didn’t probably didn’t touch the copper pair , if the service on it were ceased , that’s because the date on the  cease ( that the ISP asked for ) was acted upon , so rather than a failure , the cease happened exactly on time , ironically if a phone number were involved and the installation failed , the cease wouldn’t have progressed unless the install were booked off as complete if the orders were linked , so irrespective of the cease date , the cease would not have taken place .

Your criticism of Openreach only is only really valid to a point , you either don’t know or haven’t offered the reason why they  ‘ turned up without the necessary equipment’ that is somewhat vague , if for arguments sake , the tech discovered on arrival that the pole couldn’t be climbed and needed a hoist for safety reasons , that was not a failure on the techs part , they are responsible for their own safety, and rightly, there is no compromise with safety.

I'm sorry that I haven't provided you with all the information you want but I do think that I've provided you with all the relevant information. To sate your curiousity the line goes through some trees that are 6 metres high and border a small lane that we live next to. Those trees have been there decades and OpenReach know that they are there having attended before in recent years. So to turn up without the necessary equipment whether it be a hoist, road barriers, et al in order to get the job done is in my view remiss.

I'll reirrate that we /are/ overlapping our broadband contract (different supplier) and by 3 weeks, however it has been cut and there is now no sync on the ADSL.

And finally, ironically a phone number is involved and being ported. Currently nobody can contact us on that number.

Ayr_Rage

The number porting is the reason your ADSL service has been terminated, that needs to be released by your old provider on the planned day of the installation of your new service.

Keeping your number means an overlap is not possible.

littleboo

It does sound very much as if the number port has caused the xDSL to be ceased, xDSL services historically require an active phones line and the port ceases that line. Onestream are wrong to tell you to contact Openreach, but as I said in a recent post, they seem to be a "Marmite" organisation, some are very happy but they do have some "unusual" practices. Onestream have not signed up to the Ofcom automatic compensation scheme, you might wonder why.