Open reach

[Lukeh1]

Sky man came to install WiFi and drill wall etc and told me open reach need to do the next step he said it'll take 2 days it's now been a week I have no internet paying for a service I'm not using I cannot get through to open reach or sky without speaking to a useless robot can anyone help me 

how long should it take 

[JimM1]

@Lukeh1 Do you even have a Fibre cable outside as yet, the how long is a question that only sky will have the answer to! Also you are not paying anything until you have an active service and if you are then until active that will all be returned as a credit on your account!

[Paul-Somerset]

You will also be due compulsory compensation of a under £7 per day you are without.

Im trying to get a new fibre install planned now before openreach come out and say they cannot do it - so far, all theyve done is move my install date from August 8th to August 26th and no other contact options are available. Shocking system.

[TimmyBGood]

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@Lukeh1 wrote:

told me open reach need to do the next step he said it'll take 2 days it's now been a week 

can anyone help me how long should it take 

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Putting the address into the BT Wholesale Availability Checker should indicate which broadband provisioning type is applicable.

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

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.

[JimM1]

@Paul-Somerset That's the clause in the contract you signed up too!

[TimmyBGood]

@Paul-Somerset 

The same link might reveal possible reasons for your delay too.  Openreach is attempting 80,000 new FTTP installations every week to hit the December 2026 target for the national rollout and inevitably some aren't straightforward.

[Paul-Somerset]

The compulsory compo isnt my issue - and it seems Sky arent too keen on it as they still havent published my post on here, made nearly 2 hours ago.

In my case, if OpenReach plan to come out and make a simple connection to a street fibre connection they will fail - mainly because my property is hidden from the road with no house number (not my choice) and is 100 metres from the road across neighbouring land.

The only possible way to connect is to do so at the rear of my property, down another street and along a tarmac lane (unless they can use the phone pole 60 metres away as they have with the copper land line).

But, even then, they had to have a small amount of scaffold to reach my 1st floor property - and there is no way OpenReach are carrying that in their van even if they found where to connect.

So, all Im trying to do is get this info to OpenReach so they know what to look forward to - yet it is impossible to do that direct and Sky have been useless.

I did phone Sky and all thats happened is my install date (to match the end of contract termination with another supplier) has been moved to nearly 3 weeks later.

It's becoming more of a farce the more I try to help them (which in turn ensures a connection actually takes place)

Sorry to hijack another thread but as mine hasnt been published I guess Im using any method I can.

[TimmyBGood]

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@Paul-Somerset wrote:

The only possible way to connect is to do so at the rear of my property, down another street and along a tarmac lane (unless they can use the phone pole 60 metres away as they have with the copper land line)

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To me that strongly suggests the Wholesale Lookup shouldn't have WBC FTTP available as an option because you'd almost certainly require a survey and quotation for excess charges before an order could be placed.

[Paul-Somerset]

Yes, that lookup does show it 

[TimmyBGood]

@Paul-Somerset 

What's the line of text below the box?

[Paul-Somerset]

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Potential Wayleave issues.

FTTP is available and a new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

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.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed.

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

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

[TimmyBGood]

@Paul-Somerset 

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Potential Wayleave issues.

So they are planning to use the pole (OH being 'overhead'), but can't actually get to it.

That could unfortunately take a while or ten to resolve, as it's almost entirely dependent on cooperation from the relevant land owners.

[Paul-Somerset]

Yes, when they installed the copper line the OR Engineer wasn't "qualified" to use a ladder so they had to get a 2nd guy to come out - thankfully the exchange is only 1/4 mile away and he was out within 10 minutes (but that was pure luck)

He still has to reach the side of my property where the line enters - and thats 1st floor, over a small sloping roof 8ft off ground - so it needs some scaffold.

Thats why Im trying to sort it before it becomes an issue on the day.

Im going to pop down to the exchange myself in a minute and if I can see one just ask one of the guys for their advice.

[TimmyBGood]

@Paul-Somerset 

'Wayleave' isn't related to your property because by definition you're consenting to the presence of the required cabling: it's relevant to the pole location and the land over which the new optical fibre will dangle.

Some landowners see the national rollout as an opportunity to renegotiate wayleave terms: while Openreach has some statutory powers it can't, contrary to popular belief, just turn up and plonk telecoms infrastructure wherever it deems necessary.

https://www.gov.uk/guidance/guidance-on-access-agreements 

'Access' for the installation at the subscription address itself is a different complication, which your Wholesale Lookup entry has missed.