topic Re: Full Fibre Upgrade - Open Reach Engineer visit in My Order

Full Fibre Upgrade - Open Reach Engineer visit

alphacharlie — Tue, 23 Aug 2022 12:09:40 GMT

My Full Fibre order was due to be done on 27st August. I had an email saying it had been moved to 14/9 so I called last week (lengthy wait and transferred around) and said that 14/9 wasn't suitable, please cancel. oddly 27/08 was available so booked. A second email arrived moving to 14/9 again and another "question" raised online to inform me there was another issue and I would receive a call from customer services, that was Friday and no call.

Is it really so hard to book and confirm the Openreach visits? one representative told me they are not done at the weekend and the other said weekend appointments are available and that why it was twice booked. Is it also to difficult to call if you say you will? or respond to the "question" you raised not me?

I don't want to wait in on Saturday if no one is coming and I don't want to go out if they are.........

Re: Full Fibre Upgrade - Open Reach Engineer visit

SammyM — Fri, 26 Aug 2022 16:28:17 GMT

Hi @alphacharlie,

I'm really sorry for the lack of communication you have had with your order delay, I can imagine how frustrating this is and the hassle it will have caused you.

I'm sorry for the delay in getting back to you, we're really chocca at the moment and I can see you have spoken to a member of our team over the phone.

Do you need any further help with this?

Re: Full Fibre Upgrade - Open Reach Engineer visit

alphacharlie — Thu, 01 Sep 2022 18:10:36 GMT

Sammy, the new hub has arrived today, can I set it up ahead of the Openreach visit so its all working? the instructions says not to connect the phone line I currently use in the older hub 1

Re: Full Fibre Upgrade - Open Reach Engineer visit

Gandalf — Fri, 02 Sep 2022 09:13:47 GMT

Hi there,

Yeah the Hub 2 will work with your existing broadband if you swap it in place of the Hub 1.

Once the engineer's installed your full fibre, you'll then need to plug the new hub into Openreach ONT box they'll fit.

Let us know how it goes.