Oh God help me. No end in sight for my order. Any Ideas?

[#1]

@bmc

So after reaching out to the CEO email, it seem that fired a rocket up OR’s backside and they actually came to complete the survey on our property yesterday.

Here’s the kicker though: no additional drilling was needed and they used the ducting that we had in place to run the new fibre cables through into our building. This is what I suggested to the two engineers and repeatedly to OR almost 2 months ago. It took less than an hour.

Now we just need an engineer to actually connect my flat to the fibre and that should be that. I believe they’re going to review this by tomorrow according to our latest update.

As I side rant I genuinely cannot believe the incompetence that’s led me to this situation. It makes me want to scream expletives loudly into a pillow.

At least things looks like they’re getting resolved soon. I’ll update when I’m finally back online.

[#2]

Sadly. @Twizzxii , OR behave like Post Office Telephones of old - that is, totally incompetently.Glad they have finally - apparently, got their act together.

keep us updated though.

[#3]

@Twizzxii 

If you hang around this forum long enough you'll more examples like yours. OR give the appearance of not knowning they have both left and right hands, far less having them talk to each other.

I suspect it's now a case of waiting for the next available appointment for an installer to come and finish things off.

Brian

[#4]

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@Twizzxii wrote:
@bmc

So after reaching out to the CEO email, it seem that fired a rocket up OR’s backside and they actually came to complete the survey on our property yesterday.

Here’s the kicker though: no additional drilling was needed and they used the ducting that we had in place to run the new fibre cables through into our building. This is what I suggested to the two engineers and repeatedly to OR almost 2 months ago. It took less than an hour.

---

Delighted to hear that the advice has been helpful and using the DSO approach worked for you.

The circumstances seem most odd ... so much fuss over something which was apparently not needed.  If you are still in direct touch with the escalation channel, request an investigation into what when wrong here and why the standard escalation routes directly available to the ISP failed to resolve the matter without DSO engagement.

There is though something rather disconcerting about this whole experience ... you described your home as "new build flats" ... how new; are you the first occupant of the flat?  I am astonished that if the really are "new build" (as opposed to comparatively new) then why were the copper connected in the first place?  For quite a while, all new builds were supposed to be fibre only.

[#5]

Hi! @Twizzxii 

Glad to see things are moving along after so long!

Situations like this do come up sometimes, I really wish I could see exactly what has caused the need for all of this if there was already ducting there.

The only time I have ever seen the need for a copper install while FTTP is available is if the address is a silver key, which most new builds are.

Sometimes Openreach ask us to place a phone only order to work around a records/address issue.

I am wondering if this is what happened here...

Regardless I can see that the case is with the Customer Assist Team now who have things in motion.

As Towman said you could always ask the Escalation team to see if they can find out what happened.

Wish I could check into the address but my Broadband Availability checker doesn't seem to be playing today!

Please do let us know if we can assist further!

Regards, Lex

[#6]

@Townman @bmc @jab1 @LexLex2020 @Tina11192 

I'm pleased to message you for the first time not on my iPhone's personal hotspot, but to the fibre I have been waiting for for so long. Yes, I'm finally up and running with no issues. 

@Townman To your question, our flats were built in 2020 so perhaps new build wasn't the best term, but definitely comparatively new, but I have no idea why the fibre wasn't included then. I'm not the first occupant here, but I'm the first person who

a) cared enough to want better internet

b) moved in after the cutoff date from most suppliers, as they only offer full fibre in my area now.

All I can say to people in a similar situation is that if you feel like nothing's being done and you're waiting for nothing, you probably are. Without becoming desperate and coming to this forum and messaging the DSO email I think I'd still be completely in the dark, waiting for permission to work forms which were never going to arrive.

Thanks guys,

You've really helped me out here.

[#7]

@Twizzxii So very pleased this has finally been solved.

I just wish OpenReach didn't give the impression they were managed by the ghosts of GPO Telephones with rheir 'sod the EU, we'll work to our antiquated, outdated and frankly useless' policies and approach.

[#8]

@Twizzxii 

That's a quick install. You normally need to wait for an appointment. Wonder it your complaint had anything to so with it!!

At least anyone else in the building shouldn't have problems if they order FTTP.

Brian

[#9]

@bmc I have a very strong feeling the OP's complaint will have had a lot to do with it - going the DSO route means a job gets quite high priority for full resolution.

[#10]

@bmc It definitely did.

I called Plusnet on Monday and asked for an appointment and they said Thursday. I messaged the DSO email and they had an appointment ready the next morning.

[#11]

Sometimes it is the only way to break through Openreach log jams.

BTOR dictate to ISPs what they can and cannot escalate and the time frames they may do it in.

An end user making direct contact with BT or Openreach CEOs breaks out of those restrictions. Previously I’ve seen Openreach mess Plusnet and myself around for 2+ months on an install … contacting the DSO open doors Plusnet were no permitted to knock on.

End users ought not to need to do this, but as @jab1 often reflects, at times Openreach still behave as though they are the monolithic monopoly nationalised GPO supplier of the 1960s - 90 days minimum to get a new line.