Broadband order

[JButellova]

I order Broadband almost a month ago and I get updates every week  telling I will get an update the next week and so on and on. I now get a response stating that update on your order. Openreach have told us they currently do not have equipment in place to connect your Broadband and Talk to your phone exchange. Openreach are looking at the best way to get you connected. The next update on 01/08/23 my current provider will stop on the 10/08/2023. So what does that mean, it gives me nothing no information I am starting to regret my decision and not move to Sky to provide a Broadband service. Can someone tell me exactly what is going on?

[cookiemonsteruk]

@JButellova 

Its strange in these times that sky doesn't have at least fttc equipment at  the cabinet unless you've moved to a recently fttp enbled area and haven't put their equipment into the exchange.

What speed are you to be placed on?

Could you enter your full postal address below and post the full,table and the notes below after removing your address from the image

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[JButellova]

@cookiemonsteruk Thanks for the response, when I originally checked I would get Gigafast broadband so I ordered it. I have just checked again and it's not available, I am at loss of what is going on...I haven’t been told that it’s not available, also why was I mislead and able to order this, I have also closed my other broadband provider so I won’t have internet access come the 10/08/23. I feel very disappointed and left in limbo with no answers…

[JButellova]

@cookiemonsteruk 

[cookiemonsteruk]

@JButellova 

Who are you with currently ? What speed are you getting

The install stage kci 2 stage assured which can be more complicated than stage 1 .  Could you post the notes below the table to see what other issues there are

[JButellova]

@cookiemonsteruk I am currently with Virgin Media with 350mb speeds, the additional text from BT below:

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG congested duct.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

WLR is currently available at the exchange

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

Mildenhall exchange:Only single order products are available and ADSL and ADSL2+ products are not shown as available.However for premises that can only be served by SOADSL, BT will continue to accept ADSL and ADSL2+ orders until SOADSL is available.

[cookiemonsteruk]

@JButellova 

"UG congested duct."

Underground congested duct requires local planning permission which can take 4 weeks for a local authority to process. Whether this is the underlying reason or whether sky are saying no equipment at the exchange because they don't really check the bt wholesale checker or whether it's additional to no equipment at the exchange.  (Sorry just being realistic) . You'd just need to contact sky on the 1st for the update

[JButellova]

@cookiemonsteruk

Thanks, I appreciate your feedback and knowledge, I would have expected Sky who is selling the service to know this. However I will wait for the update from Sky and I may need to stay with my current provider..

[cookiemonsteruk · Accepted solution]

@JButellova 

" would have expected Sky who is selling the service to know this"

That is the database we use to advise on availability and unfortunately i wouldn't imagine any isp's call staff know about or have the time to use it.

Certainly get back to us one way or the other re: the update 

[st77777]

Can I ask if you have had this problem resolved? As I have had a similar problem and have been getting weekly replies that they don't have the equipment, may I ask approximately how long it took for your problem to be resolved?