Notes on order for Openreach

[#1]

Hi,

I have an existing FTTP (from FTTC) upgrade order, and today I called up Plusnet to add a note to the Openreach engineer visit to advise that a cherry picker is required to access the pole my property is fed from, but the person I spoke to said they can't add notes to the Openreach system and instead noted it on my Plusnet account. Do Openreach have access to the notes on my account to see this? If not, is there a way to get a note to Openreach to advise a cherry picker is required?

Thanks,
crgbt

[#2]

@crgbt 

Probably not. However, they might already know.

Use the following Checker.

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

What does it say to the right of WBC FTTP in the results window?

In the narrative below the results, what does it say about FTTP?

Brian

[#3]

Hi Brian,

Thanks for your assistance.

For FTTP WBC it says (apologies for the formatting, I can send a screenshot of that's easier!):
------
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process
WBC FTTP Up to 1000 Up to 220 -- Available 1 Stage
------

And below the availability table, it says:
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Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

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.





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.










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

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.








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
------

Thanks again,
crgbt

[#4 · Accepted solution]

@crgbt 

Thanks for the information. A screen image is usually better - once it gets past "moderation"

The key bit is "OH Feed with no anticipated issues"

So, OR are not expecting any problems. When they install the network they do a visual inspection to see if there are any potential problems and mark up their notes according. With my underground feed the actually rodded the duct and left a draw rope in place for the house install. The Checker for my address said "UG feed provan clear"

Either they didn't see a problem with the pole when they installed the CBT for house feeds or they forgot to write it up.

I'm afraid you'll have to wait until the day of install to see what is said. If a cherry picker is required it can sometimes be ordered up on the spot or they'll do all the house work and come back to install the feed from the pole another day.

Brian

[#5]

That's great, thanks for the info Brian - I appreciate it. Fingers crossed all goes well on the day, only two weeks to wait.

Kind regards,
crgbt

[#6]

@crgbt 

On the day you speak to the engineer about the install and can mention what you think about the pole. There is some leeway as to the location of the internal ONT if you want to change from the Master Socker loacation though there must be power available within one meter.

It's the art of the possible against the desirable.

Do let us know how it goes.

Brian

[#7]

I thought I'd provide an update on this as I needed to share the absurdity of Openreach.

1 December - Openreach engineer turns up to install a neighbours fibre connection (connected to the pole I am connected to) and climbs the pole. I ask him about the pole being un-climbable and he says it's okay to climb now.

Today, 10:47 - Openreach engineer turns up to install my fibre connection and tells me he can't climb the pole as it's connected to a pole that can't be climbed, and if that pole falls it might cause my pole to fall.

Today, 11:18 - Openreach engineer turns up to install a different neighbours fibre (also connected to the pole I am connected to) and proceeds to climb the pole and install my neighbours fibre.

To add insult to injury, Openreach sent me an SMS at 11:58 to advise that my engineer was on site and currently connecting my service. I can assure them he is not.

Besides the obvious disparity on pole access, surely it makes sense for Openreach to schedule the same engineer to a job on the same street and not send multiple engineers?!

[#8]

@crgbt I think 'your' engineers were  just plain lazy/incompetent - your pole is the only one they climb, and as two other engineers have climbed it, there is clearly no 'safety' issues.

My suggestion would be to email the OR CEO, and ask him/his team to investigate.

[#9]

I've emailed him. I did try and use the official contact methods on the Openreach site first, but they were having none of it - they told me to speak to my ISP, so the CEO has now got the query!

[#10]

surely it makes sense for Openreach to schedule the same engineer

@crgbt 'sense' & 'Openreach' in the same sentence, that's got to be a first😀

TBH Full fibre installs are done by Openreach contractors, so its probably up to them how they schedule their engineers. 

[#11]

@MisterW very true, I have to deal with Openreach through work too, so I should have known better and not got my hopes up for having fibre installed today!

On a positive note, the person I spoke to at Plusnet was very helpful and has escalated the failed install with Openreach. Hopefully we get some movement on that in the next 24 hours (or am I placing too much hope in Openreach again?!)

[#12]

@crgbt 

or am I placing too much hope in Openreach again?

The email to the CEO usually gets things moving quicker than the 'standard' processes that the ISPs have access to.

[#13]

The email to the Openreach CEO got everything moving, thank you for that piece of advice. Around 8pm on Tuesday night I received a response to say my query had been sent to the lead engineer for my area, and that an executive case handler would be in touch.

On Wednesday, I received a call from Openreach to re-book my appointment, which was scheduled for Thursday PM. I also received a call from the local lead engineer to advise they had been out to inspect the pole and it was climbable, and if I had any issues with my appointment on Thursday, to give them a call directly.

Thursday came and I received an SMS to say my engineer was on the way, then another to say my engineer was on site - I checked outside, nothing. I then received an SMS to say they were sorry they missed me. I called Plusnet, and the engineers notes said that I refused them entry - and they'd taken a photo of my house. I was sitting in my kitchen (which backs on to my yard where the front door is) all day, and there were no activations on the doorbell camera, so they couldn't have came into my yard or rang the doorbell. I called the local lead engineer to explain what had happened, and they, very kindly, offered to take over the install and do it the next day.

The local lead engineer turned up on Friday morning and carried out the install, and credit where credit is due, they couldn't have been more helpful. As we're a newly fibre-enabled street through the broadband voucher scheme, and it's a very small community (~35 houses), the engineer had half of the street asking them questions, and they answered every single one and even helped out an Openreach subcontractor who had a tricky install further down the street from the pole that was not climbable and needed a cherry picker. As it turns out, the lead engineer found out from that subcontractor that their specific subcontracting company do have a policy of not climbing poles connected to D poles (but Openreach can climb them, and other subcontractors), but by the looks of it, it's not widely adhered to as I've seen two sets of subcontractors from that company climb the pole now.

I think if it wasn't for the lead engineer taking over the install, I'd probably still be without fibre. Plusnet were very helpful every time I called and made sure to note I needed a cherry picker (or, as it turns out, Openreach or a subcontractor who can climb the pole), but clearly Openreach didn't take note of that for my second install!

I'm still waiting for the executive case handler to call me back, but I'll be sure to praise the lead engineer for their help.

Thanks for everyone's input on this, I appreciate it.

crgbt