Fiber Line connection failiur by Open Reach

[TERENCE23]

At the beginning of November we put in a request to have the poor line speed improved by installing a full fibre line.  There is a full fibre wire running ten meters from the property off Welham Road in Malton.

Open Reach paid a visit and informed us that it was easily possible, that the supply connection point was three posts away where a connection could be made.

We discussed how the supply should be installed and where the entry point could most easily be situated, both inside and outside the house.  A few weeks later an engineer appeared and installed the necessary box in the house, through the wall and made it ready for the line to be connected to it.

Then another engineer took a look at the receiving pole in the garden, saying that because there was some movement of the pole a structural engineer would have to visit the site!

Then yet another man came to look at the pole, shock his head and said this needs a structural engineer to give his report!!

Two weeks passed and another man appeared yesterday 29th November, looked at the pole and said this needs a structural engineer to look at it.  I told him we knew that and two weeks before we had been told the same thing and yet still, we wait!! 

We are, as you can imagine becoming very frustrated with all this.

The pole is not in a bad condition and shows no rot at the base, it only has a minor movement when pushed and continues to support the current line with no problem.  The land here is very sandy and that is the most likely cause for its movement.

Nobody has been able to find a label on the post but today I removed some of the light vegetation around the post where I found this carved onto the post.

BT – 8L–13-31.

Surely all they need is to bring a lightweight tower to go up the pole to attach the new line and the job is done.  Perhaps add a bag or two of concrete mix to the base of the post.

It seems nobody wants or is able to take decisions at Open Reach wading knee deep in unnecessary bureaucracy stops all their progress.

Can someone somewhere get this job done, its not difficult but you make it so and we are heartily fed up with it all.

[Chrisee]

@TERENCE23 unfortunately what you or I think would be reasonable will not influence Openreach. They own and operate the network and unfortunately you will have to wait until they sort out a solution.. It is frustrating but Sky have zero input into this but you will be due compensation for the delay see Customer Auto-Compensation | Sky Help | Sky.com

[TERENCE23]

Since 9th October 2024 I have been promised you would fit a fibre connection to this property, which would be complete by 29th October 2024 but still we wait.

Sky engineer fitted the required connection box inside and out of the property.

Since then, I have had five visits to the property, but still we wait.

The fibre connection I'm told is only three telegraph posts away and requires only the overhead wires to be fitted - simple!

The final post in the garden of the house was said to be slightly loose so required a survey.

FOUR engineers have come to look at it from Outreach and all tell me the same thing that a survey is required!  Well, I know that, why do they keep telling me the same thing?  Just fix it a simple task.  How many more times are they coming to tell me that, but not actually get the job done????

Is the first time Outreach have fitted a Fibre connection??

They are completely incompetent and not fit for purpose or able to do their job and are a constant problem with so many I've spoken to on the media. 

This has to be something Sky should be looking into and getting a better relationship between the two companies.  It seems to me as if they are afraid to carry out any task.

They failed to find the number they were looking for on the post, which I have since found myself, clearly marked. 

It is   "BT  8L  13  31"    but as there is no ability to communicate with them by replying to their text messages there is nothing I can do, only wait until the next engineer arrives - if ever!

The whole point of having this fibre supply was to be sure the broadband was always fully available at all times, due to the health issue of one of the occupants.  Openreach are leaving this person "at risk" and in turn themselves, should if something happens requiring immediate access and there is no broadband active when its required urgently.

I have had three text messages in the past ten days to say they are looking into it which then get moved to the next week the latest is set for 18th December which will no doubt be put forward again until the New Year!  NOT good enough Sky.  And don't talk to me about compensation, I want the fibre supply not compensation. 

[content removed]

Moderator note: language removed

[GD1]

@TERENCE23  For your awareness you're not talking to Sky, piosting warning in a community will have no effect on the issue you have with Openreach.

As you already raised a thread about your connection issue your post has been merged to that thread for continuity, creating another thread serves no purpose.

[TimmyBGood]

@TERENCE23 

Unfortunately that's not how the UK broadband market works.  No individual ISP is permitted to have a 'better' relationship with Openreach than any other, specifically to prevent BT Group from gaining a competitive advantage through their continued ownership of Openreach Ltd.

[TimmyBGood]

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@TERENCE23 wrote:

The whole point of having this fibre supply was to be sure the broadband was always fully available at all times, due to the health issue of one of the occupants.  Openreach are leaving this person "at risk" and in turn themselves, should if something happens requiring immediate access and there is no broadband active when its required urgently.

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You might wish to make that clear to Sky by registering with their Accessibility Department, but note that no broadband should be regarded as 'always fully available at all times' because that's simply not possible (and particularly with overhead lines)

[TimmyBGood]

@TERENCE23 

I'd also note from personal experience that Openreach pole teams appear to operate semi-independently even within Openreach, and on a timetable only they know about.