Full Fibre Optic Installation issues - permission

[Chrisee]

@MikeR111 sounds like the cable is not following the route you think as a "wayleave" is the oermission for a  cable to cross a property it is very unlikely local authority land as Openreach have special arrangements with them..

Fibre cables do not always follow the same route as the old ohone line or duplicate the routing to your neighbours. Each distribution point has a fixed capacity of 30 connections so it is possible your line is coming from somewhere else. It also could be an error but after multiple attempts that sounds unlikely.

Openreach do not accept incoming contacts from the final customer we have to go via the ISP. On occasions Openreach may contact you but you have to wait for them to imake contact first. In the past we have seen reports where a friendly Openreach engineer tells the customer  what is the issue but approaching a land owner directly can cause major problems.

[Me134]

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@MikeR111 wrote:

Thanks for sharing, that's helpful to look at. It shows:

• Fibre is available
• Our property is recognised as eligible
• A new ONT can be installed
• There is no network limitation mentioned

The only thing stopping our installation appears to be the third-party permission/wayleave issue. However, we own the property, the council owns the pavement, the council cannot find any Section 50 application, and neighbours have had fibre installed

If anyone knows how I can directly get in touch with Openreach that would be super helpful as Sky won't share this information with them. 

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What does yours show in the first line under the table?

Mine for instnce shows "Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues." which means it's from a telegraph pole and an overhead line.

[MikeR111]

Thanks - sorry for the delay! Please see the below screenshot. It's through the ground outside the house on the pavement. Openreach have already been to our house 8 months ago and spray painted what the route and what they need to do. I even spoke to the engineer who was working on the house next door to us and installing their fibre optic and he said he can't see why it's an issue and couldn't help.

[TimmyBGood]

@MikeR111 

Partial direct in ground means the current copper is directly buried (without a duct) which the typically won't do for fibre.

Putting in a new duct requires it to be connected back to an existing one and going through a pavement needs statutory notification of the local authority and any relevant utility companies.

[MikeR111]

Thank you - the issue is this is the 3rd time we've had the order placed for the free upgrade. Each time I receive messages from Sky to say "Sorry, but there's an issue with completing your broadband and talk order. To get up and running, just give us a call" or a message that they "need more information from a landlord or local authority to proceed". Each time I call up it's the same message. However, I have spoken with the council and they can't see any requests being placed. And Sky will not tell me who they are trying to contact, so I can give permission or speed things up. I eventually receive an Openreach appointment which eventually is cancelled the day before. 

Looks like I'll have to go elsewhere to upgrade our internet. 

[TimmyBGood]

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@MikeR111 wrote:

. And Sky will not tell me who they are trying to contact

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Sky isn't contacting anyone other than Openreach: as the monopoly national network maintainer obtaining wayleave is entirely an Openreach thing.

[MikeR111]

As in, Openreach won't tell me or even Sky who they're trying to obtain permission from

[TimmyBGood]

@MikeR111 

No, and generally speaking GDPR would prevent them from doing so.

[MikeR111]

I appreciate they can't due to GDPR, but it is still frustrating as they are either A) contacting the wrong person, or B) permission is not being given in time or being rejected. But they can't tell me either way, so I can't contact them or find out what is preventing the work from happening. Especially frustrating when the rest of our street and neighbours have had it installed the same way completely fine - It seems we're just stuck and unable to upgrade forever now

[Me134]

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@MikeR111 wrote:

I appreciate they can't due to GDPR, but it is still frustrating as they are either A) contacting the wrong person, or B) permission is not being given in time or being rejected. But they can't tell me either way, so I can't contact them or find out what is preventing the work from happening. Especially frustrating when the rest of our street and neighbours have had it installed the same way completely fine - It seems we're just stuck and unable to upgrade forever now

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It's probably been said earlier but you will have the same issue with any ISP who uses the Openreach infrastructure. Are there any altnets (Virgin etc) you can use for now at least and try again if necessary in 2 years time?

[MikeR111]

Thanks it seems that's the only option as Virgin is one of the only providers who does not use Openreach. Just a shame as I like Sky and have always had a stable internet with no issues, but 50-60mbps for £40+ per month isn't ideal at the moment and for the future 

[Me134]

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@MikeR111 wrote:

Thanks it seems that's the only option as Virgin is one of the only providers who does not use Openreach. Just a shame as I like Sky and have always had a stable internet with no issues, but 50-60mbps for £40+ per month isn't ideal at the moment and for the future 

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Then presuming you're out of minimum term (or near as) I'd jump ship to VM for 2 years whilst keeping an eye on that BT Wholesale checker for updates. I can't see the picture BTW, that's usually because you've included personal information such as postcodes etc.