How to complain about City Fibre

MrPez

I'm trying to get FTTP broadband and the City Fibre network is my only option (Virgin Media aren't at my property).

I signed up in March with an ISP (Fibrely) and got a date, which was pushed back and is currently mid August. 

I'm in a private building with 10 flats and before CF will be able to install they need to provide details of what they plan to do in the communal area to our building managers, who will then ask for consent from the owners and grant a wayleave to CF. 

The problem is that CF are simply not engaging with my building managers and the install date is just getting pushed again and again.

I've tried complaining to Fibrely but their hands are tied. I've asked to make the complaint official and ask for compensation but was told that would only be possible once the connection goes live.

I've tried speaking directly with CF but they're not interested.

So it seems CF can simply ignore my case without any recourse at all!

I went through all this about 2 years ago with a different ISP and gave up in the end.

Any suggestions of what to try?

Thanks

35har1old

MrPez said:

I'm trying to get FTTP broadband and the City Fibre network is my only option (Virgin Media aren't at my property).

I signed up in March with an ISP (Fibrely) and got a date, which was pushed back and is currently mid August. 

I'm in a private building with 10 flats and before CF will be able to install they need to provide details of what they plan to do in the communal area to our building managers, who will then ask for consent from the owners and grant a wayleave to CF. 

The problem is that CF are simply not engaging with my building managers and the install date is just getting pushed again and again.

I've tried complaining to Fibrely but their hands are tied. I've asked to make the complaint official and ask for compensation but was told that would only be possible once the connection goes live.

I've tried speaking directly with CF but they're not interested.

So it seems CF can simply ignore my case without any recourse at all!

I went through all this about 2 years ago with a different ISP and gave up in the end.

Any suggestions of what to try?

Thanks

Are they responsible for carrying out work in the communal area?
Utilities don't usalliy do internal work other than drill a hole through a exterior wall
Could be the owner will not consent

MrPez

Yeah it’s CF who are to do the installation into the building

littleboo

"So it seems CF can simply ignore my case without any recourse at all!"

Well yes they can. They are not obliged to connect you. The exception would be if they had received public funding for the build.

QrizB

MrPez said:

Any suggestions of what to try?

City Fibre isn't yet installed into your building and CF don't show any inclination to do so.

Have you considered ordering a different service that doesn't use City Fibre? Something that runs on OpenReach, perhaps?

MrPez

littleboo said:

"So it seems CF can simply ignore my case without any recourse at all!"

Well yes they can. They are not obliged to connect you. The exception would be if they had received public funding for the build.

Is that true? I thought CF do receive public funding through the Gigabit project?

No other high speed services are installing in my area (Glasgow) so I assumed there had been some public decision making there. 

So I would assume they do have some degree of obligation. 

MrPez

QrizB said:

MrPez said:

Any suggestions of what to try?

City Fibre isn't yet installed into your building and CF don't show any inclination to do so.

Have you considered ordering a different service that doesn't use City Fibre? Something that runs on OpenReach, perhaps?

Yeah I have a FTTC connection, it just isn’t too fast or reliable of late, which is why I’d like to progress this if possible. 

I’m also paying more than I should as my contract is expired and I’ve been hesitant to take a new one while I may be getting one via CF. 

littleboo

MrPez said:

littleboo said:

"So it seems CF can simply ignore my case without any recourse at all!"

Well yes they can. They are not obliged to connect you. The exception would be if they had received public funding for the build.

Is that true? I thought CF do receive public funding through the Gigabit project?

No other high speed services are installing in my area (Glasgow) so I assumed there had been some public decision making there. 

So I would assume they do have some degree of obligation. 

Well that's the question, some of CF is commercial, and some has public funding. Which one is your area?
The absence of other networks doesn't meant its automatically publicly funded. There are plenty of areas which are being built out by AltNets with no public funding where they are the only provider.

MrPez

Sorry for the delay, I've been trying to find out if public funding was involved. I live west end Glasgow but can't seem to find anything.
Giving up and going to take another slow contract and be done with it.