Openreach Fibre Installation

[Spectromon]

Hi,

I'm moving into a new house in about 2 weeks time and setup an order with Sky for the broadband and talk package. Should be being installed on the 23rd.

Sky have just dropped me a helpdesk ticket stating that "Openreach has informed us that they currently do not have the equipment in place to connect your Broadband and Talk to your phone exchange".

I've no idea what this means, as Openreach haven't reached out to ask anything except say that some "pre work" is needed, but as we don't own the house yet, we have only been able to confirm this yesterday. They've also not followed this up since we confirmed, so I've no idea what's been done.

Not sure what I can do at this point. My partner and I both work from home so need the connection setup, I can't find a contact for OpenReach they need from us to get this moving, and contacting the Sky assistant and phone number didn't get me anywhere. There doesn't seem to be any method of contact for me to get more information.

Any help is greatly appreciated!

[cookiemonsteruk]

@Spectromon 

Could you enter your full new address in the link below and post the notes below the table

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

[TimmyBGood]

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@Spectromon wrote:

My partner and I both work from home so need the connection setup, I can't find a contact for OpenReach they need from us to get this moving, 

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Unfortunately the timescale is entirely out of your hands, and an ISP has very little influence either.  Of course your home move and work is of critical importance to you, but it's a tiny fraction of what Openreach is doing and they just won't allocate any additional priority.  The link which @cookiemonsteruk provided may give additional information as to where the hold-up is: it's typically the installation of fibre-optic infrastructure.

[Spectromon]

Hi both,

Thank you for your quick responses.

I used a slightly different checker than @cookiemonsteruk suggested, the one provided by OpenReach available here, https://www.openreach.com/fibre-checker

Full Fibre, Fibre To Cabinet and Copper all flagged as "Available To Order Now".

I'm presuming this means I've got nothing to be concerned about? The help relating to what the terminology means just suggests it's available unfortunately.

Happy to try the BT connection checker if that's the preferred method or has better reliability?

[cookiemonsteruk]

@Spectromon 

Did it mention wbc fttp? . The notes below the table would be helpeful.

Also is city fibre available ? What download and upload speeds were you quoted

[Spectromon]

@cookiemonsteruk 

Thanks for all the help so far.

Followed the link you sent previously as it seemed to provide more information than ThinkBroadband or OpenReach's own connectivity services. Hopefully the below has some information relating to FTTP?

I can't remember the exact quoted speeds we were giving while sorting out the purchase, we had to do a bit of faffing around to try and get the payment through. On OpenReach it's quoting speeds of up to 1600 MBPS for download and up to 115 MBPS for upload. It also looks to say FTTP is available, though it seems to mention that as more of a translation of the term "Full Fibre" on their site.

I've checked City Fibre for our postcode, but doesn't seem like they have plans of the area.

[cookiemonsteruk]

@Spectromon 

So its full fibre.  Underground feed built to curtilage (boundary) of you property.

It,requires digging to get it onto your property (see reference to "hard"  with associated machinery and notifying the local authority 

[cookiemonsteruk]

@Spectromon 

In summary it could take 2 weeks to get the epuipment to the exchange. But around 4 weeks to get the local authority to acknowlege the openreach request as it requires digging on public footpath and possible traffic management ie traffic lights

[Spectromon]

@cookiemonsteruk 

So, just to confirm, this basically means we're not going to have Fibre in place on our installation day? Guessing the ticket means that OpenReach don't have the tools to do the dig? Bit frustrating seeing as we're told that Full Fibre is available at the property via OpenReach and Sky, if that's the case, and it's only these external tools showing these additional things!

Sky said they would be in touch on the 22nd (with installation date being the 23rd), but haven't eluded to what this means. We'd prefer not to delay anything, especially if there needs to be dig work out of the front of the property to get it in, unless that work would be a day to sort out.

What would you suggest? Do you know if I'm able to change to SuperFast instead? As we're satisfied as long as we have broadband to the property to enable us being able to work from home, and doing Full Fibre another time.

[cookiemonsteruk]

@Spectromon 

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@Spectromon wrote:

@cookiemonsteruk 

So, just to confirm, this basically means we're not going to have Fibre in place on our installation day? Guessing the ticket means that OpenReach don't have the tools to do the dig? Bit frustrating seeing as we're told that Full Fibre is available at the property via OpenReach and Sky, if that's the case, and it's only these external tools showing these additional things!

Sky said they would be in touch on the 22nd (with installation date being the 23rd), but haven't eluded to what this means. We'd prefer not to delay anything, especially if there needs to be dig work out of the front of the property to get it in, unless that work would be a day to sort out.

What would you suggest? Do you know if I'm able to change to SuperFast instead? As we're satisfied as long as we have broadband to the property to enable us being able to work from home, and doing Full Fibre another time.

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Sky would not supply fttc with an ongoing applicatiation for fttp as it would involve 2 × installation fees.  However at the end of wbc fttp the install stage is stage 2 assured.  Hopefully meaning that they have already agreed the installation date with sky.

[Spectromon]

@cookiemonsteruk 

So basically, because we have Fibre To Cabinet, it's likely that OpenReach is ready to go with Full Fibre to the property?

So the long and short is that, all being well, on the 22nd I'll get notification that Fibre will be going ahead on the 24th (sorry misquoted the day).

Or does it mean that OpenReach just has everything ready for work to FTTP and we'd get notified on 22nd when this would be?

[cookiemonsteruk]

@Spectromon 

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@Spectromon wrote:

@cookiemonsteruk 

So basically, because we have Fibre To Cabinet, it's likely that OpenReach is ready to go with Full Fibre to the property?

So the long and short is that, all being well, on the 22nd I'll get notification that Fibre will be going ahead on the 24th (sorry misquoted the day).

Or does it mean that OpenReach just has everything ready for work to FTTP and we'd get notified on 22nd when this would be?

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@Spectromon 

Basically sky would be in a better position to notify you when the installation will eventually take place 

When did openreach notify you they didn't have the equipment at the exchange

[Spectromon]

@cookiemonsteruk 

Sky sent us a helpdesk ticket this morning saying:

"OpenReach has informed us that they currently do not have the equipment in place to connect your Broadband and Talk to your phone exchange. They are looking for the best way to get you connected".

And then it followed saying we'd get a text on the 22nd with an update to the order. So no formal notification from OpenReach themselves, only one via Sky.

[cookiemonsteruk]

@Spectromon 

Unfortunately you would need to wait for an update from sky  or maybe give sky a call during next week for an update

[Spectromon]

@cookiemonsteruk 

Gave Sky a call for an update.

They said that the above was all the information they had, but that we'd get compensation for every day post install that we weren't connected.

They also said we'd have the possibility of downgrading if on the 22nd we didn't get good news, or got told it would be a long period. Not sure what that means, but the suggestion was we could have superfast until Full Fibre was installed and available.

Thanks for your help, it's been really useful in my discussion with the Sky team.

I'll post an update on the 22nd