topic Re: Support ticket on FTTP availability in My Order

Support ticket on FTTP availability

richardt — Thu, 25 Apr 2024 11:36:51 GMT

I have a support ticket raised which is looking into fibre availability for my premise I was due a call back for an update 10 days ago but i havent heard anything.

Ticket 241011175

Thanks

Richard

Re: Support ticket on FTTP availability

jab1 — Thu, 25 Apr 2024 11:44:27 GMT

@richardt Have you tried this link: https://www.broadbandchecker.btwholesale.com/#/ADSL , or this one (if the phone number isn't known/doesn't exist : https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome ?

Re: Support ticket on FTTP availability

bmc — Thu, 25 Apr 2024 12:41:54 GMT

@richardt

Further to the post by @jab1 you'd be looking for WBC FTTP in the left hand column for full fibre. If it's there look to the right to see what it says about Availability.

Also read the narrative below the results window to see what it says about FTTP.

You could Login to you PN Members portal and see if there's anything about your "question" under My Account.

Brian

Re: Support ticket on FTTP availability

richardt — Thu, 25 Apr 2024 12:42:35 GMT

Hi thanks, yes it says its available but the enabled fibre pole doesn't have line of sight to my house, I've had 3 engineers come out to install FTTP and all have been unable to.

Re: Support ticket on FTTP availability

richardt — Thu, 25 Apr 2024 12:43:45 GMT

Hi thank bmc, there was an update to my ticket on the 10th April which just reads 'Customer service to provide update' I havent heard anything back yet, I was just chasing up on here.

Re: Support ticket on FTTP availability

MisterW — Thu, 25 Apr 2024 13:10:56 GMT

but the enabled fibre pole doesn't have line of sight to my house

How does the existing phone line get to your house ?

Re: Support ticket on FTTP availability

bmc — Thu, 25 Apr 2024 13:18:14 GMT

@richardt

From what you say it is largely out of PN's hands. OpenReach need to work out how to supply FTTP and until they do PN have nothing to tell you.

OR are well known for not keeping people updated. There's no real point in PN chasing at this time as OR won't have any answers for them.

Brian

Re: Support ticket on FTTP availability

richardt — Thu, 25 Apr 2024 13:34:49 GMT

It comes from the opposite side of the street, however those poles aren't fibre enabled.

Re: Support ticket on FTTP availability

richardt — Thu, 25 Apr 2024 13:37:29 GMT

According to the ticket they have had a response from OR but they haven't relayed the update to myself, even though the ticket said they are going to.

Re: Support ticket on FTTP availability

bmc — Thu, 25 Apr 2024 13:57:54 GMT

@richardt

You should be able to respond to the ticket. Is there something like "Reply" or "Add Comment" on the screen.

Brian

Re: Support ticket on FTTP availability

MisterW — Thu, 25 Apr 2024 14:06:36 GMT

It comes from the opposite side of the street, however those poles aren't fibre enabled.

Ah! so its down to Openreach to decide how they propose to get the fibre to your house. You would have thought they had a plan when they installed the Fibre infrastructure and marked FTTP as available? It would appear not!

Re: Support ticket on FTTP availability

richardt — Thu, 25 Apr 2024 14:09:40 GMT

I'm at the end of a terrace of three houses, the other two have FTTP as they have line of sight to the pole, unfortunately for me there's another house in the way. They've known about it for nearly 10 months, frustrating!

Re: Support ticket on FTTP availability

MisterW — Thu, 25 Apr 2024 14:25:25 GMT

They may well need a 'wayleave' to route the fibre via one of the other properties. These things can take some time to organise I'm afraid. They (Openreach) won't start the process until FTTP is ordered.

Re: Support ticket on FTTP availability

richardt — Thu, 25 Apr 2024 14:29:49 GMT

Thanks, yeah it was ordered but then cancelled, the engineer did all the internal work in preparation for the external work to be completed.

Re: Support ticket on FTTP availability

bmc — Thu, 25 Apr 2024 15:18:45 GMT

@richardt

Ask your next door neighbour if they've been approached by OR looking fo a wayleave to run cable. If they haven't ask if they would say yes - potentially a second O/H cable to their property and then run accross the wall to you.

Brian

Re: Support ticket on FTTP availability

RobPN — Thu, 25 Apr 2024 15:54:01 GMT

@richardt wrote:

It comes from the opposite side of the street, however those poles aren't fibre enabled.

@richardt wrote:

I'm at the end of a terrace of three houses, the other two have FTTP as they have line of sight to the pole, unfortunately for me there's another house in the way. They've known about it for nearly 10 months, frustrating!

I'm wondering if the pole your copper drop-wire comes from is an Intermediate pole, in which case it (and possibly even if it's not) could possibly be used as such for the fibre cable. i.e. the fibre cable would be connected to the CBT on the pole which does not have line of sight to your house, across to the pole which carries your copper drop-wire, then to your house.

Re: Support ticket on FTTP availability

dvorak — Thu, 25 Apr 2024 18:06:56 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order