Finally, we're getting FTTP, woo-hoo! (it was installed in June 2024)
- Thread starter Feek
- Start date
Soldato
- Joined
- 22 Mar 2009
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- 5,749
Openreach have now removed end of Dec 2026 from my checker (now saying Not Available) but honest don't care! As I got EE getting 500/100 from 5G, your loss Openreach! Bugger off
They did that with my address and month later I got letter saying it's available now.
Soldato
- Joined
- 22 Mar 2009
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- 5,749
Well I got bad news from Openreach emailed me saying
When we upgrade any area to FTTP, we do this via the distribution points (DP). DPs are either underground or overhead on a pole, multiple properties will be connected to one DP.
When we decide to upgrade to fibre to the premises (FTTP), we’ll upgrade the DP, in turn any property connected to that DP will then be upgraded to FTTP.
At this moment in time, the project manager has explained that there are no current plans to upgrade your DP yet. We tend to look around 12 months into the future, so this doesn’t mean there will never be an upgrade for your address.
It just means certainly for the next 12 months we have no plans.
Please keep your eye on our website, as this will update if or when our plans change. Whilst we don’t have any plans in the area just now, there is other alternatives you may want to consider.
Soldato
Its no guarantee when FTTP arrives on your doorstep you will actually get it. Hope you have better luck than I did I have given up. This is part of my complaint email/letter I fired off today.
My current package is BT Fibre (65mbps) with Halo 3, Digital Voice and EE TV Big Sport/HD with Extra TV Box. I wanted to order Full Fibre 500 with Digital voice, keeping my complete wifi discs and EE TV etc and I simply can not get this ordered.
The order in which this has occurred :-
11th September 2024 receive an email advising me Full Fibre is available at my address.
11th September 2024 put a call through and ask for Full Fibre 500 upgrade with Digital phone keeping my existing other services. I am told I can get this at the same price I pay now but have to pay £10 for a “mini connection kit” .
19th September 2024 PM is my Engineer appointment for Full Fibre activation.
16th September 2024 receive TP Link connectors and an ethernet cable. £10 is added to my September bill for the TP Link product this is the “mini connection kit” which I do not actually need as there are adequate plug sockets where my router is.
18th September 2024 check my tracking to see if my order is okay find out its been cancelled without any explanation.
18th September 2024 1.10pm ring up and speak to J****** about my cancellation. 30 minutes later told my account has been cancelled due to a “system error” and I need to ring back Friday 20th September 2024 or later to re-order.
20th September 2024 9am ring up to upgrade to Full fibre 500 with phone. Speak to BT Dundee, they put me through to another agent, who then puts me through to BT Lancaster Loyalty Team. They try to place an order then tell me my account says I am already upgraded to Full Fibre 500!! They then put me through to Connections Team who then put me through to Data Integrity Team (25 mins on phone at this point). I am then put on hold whilst my account is fixed. DI Team member then says my account is fixed and puts me through to Sales. I ask for Full Fibre 500 with phone they say this can not be done due to a “Technical Error” on my account telling me I am on Full Fibre already. I asked to be put through to the DI Team they say I cant be and arrange to ring me back tomorrow at 11am. (Phone call was 1hr 9mins total)
20th September 2024 I then try to find another way to get through to DI Team to sort this out. I do an online chat who put me through to sales and then tell me I have to wait 24hrs for my account to refresh to resolve the Technical Error that the DI Team had fixed. The DI Team member never mentioned a 24hr refresh.
20th September 2024 receive an envelope through the post with a return label asking me to return kit ???????!!!!!!!
20th September 2024 received a txt from BT saying my broadband is now ready to use ??
21st September 2024 BT called 12:03pm tried to put the order through and failed. On hold for 25 minutes only to be told there is a system error that can not be fixed and will take 10 days to resolve the problem with my account. Expecting call back 3rd October 2024 @ 12pm
2nd October 2024 receive a txt from BT saying my broadband is now ready to use ??
3rd October 2024 Receive a phone call as promised at 12:06pm. Tries to put my order through same technical error. On hold for 30 minutes I then get put through to BT Doncaster they say they can do my order for £52.99 cheaper than existing. My order is placed for Full Fibre 500. Call lasted 50 minutes
3rd October 2024 check my order and no Engineer visit or activation date has been placed. The previous phone call the agent never said anything about these two things.
3rd October 2024 ring back spoke to J***** at BT Stoke explained my previous order I wasn’t given a Engineer visit or activation date. Put through to ******* (I think) he cancels the previous order and tries to book the order and it fails with the technical error again. I say cant you do what BT Doncaster did earlier. Turns out the “fix” is to book my order as a house move even though I am not moving house. So he proceeds with this but then tells me the price is £53.99, plus £3 for pay as you go phone, plus £10 for TP Link power connectors. I tell him it was £52.99 earlier with no extra charges. He then says he cant do it at this price and cant remove the £10 charge. I tell him I already have these from a previous order and got charged £10 this month I don’t want them I want it for £52.99. He tells me he cant but I would have to ring Reclaims or recharge and get the £10 refunded. At this point I have had enough and tell him to forget the order as I don’t see why I have to pay more for something I don’t need or want.
So to conclude its now been over 3 weeks and I still can not get Full Fibre 500 as promised at the same price as I pay now and whats more BT has screwed up my account with a technical error they can now not fix. A technical error which was not there on 11th September that can only be solved by doing a fake house move order. I’ve been with BT for 20 years+ and I am absolutely livid with how I am being treated. I feel like seeing out my contract till December 2025 and then cancelling it and going somewhere else.
So I`m basically deflated at the moment and stuck between a rock and a hard place. I cant be bothered ringing again so I`m going to leave it for a while.
My current package is BT Fibre (65mbps) with Halo 3, Digital Voice and EE TV Big Sport/HD with Extra TV Box. I wanted to order Full Fibre 500 with Digital voice, keeping my complete wifi discs and EE TV etc and I simply can not get this ordered.
The order in which this has occurred :-
11th September 2024 receive an email advising me Full Fibre is available at my address.
11th September 2024 put a call through and ask for Full Fibre 500 upgrade with Digital phone keeping my existing other services. I am told I can get this at the same price I pay now but have to pay £10 for a “mini connection kit” .
19th September 2024 PM is my Engineer appointment for Full Fibre activation.
16th September 2024 receive TP Link connectors and an ethernet cable. £10 is added to my September bill for the TP Link product this is the “mini connection kit” which I do not actually need as there are adequate plug sockets where my router is.
18th September 2024 check my tracking to see if my order is okay find out its been cancelled without any explanation.
18th September 2024 1.10pm ring up and speak to J****** about my cancellation. 30 minutes later told my account has been cancelled due to a “system error” and I need to ring back Friday 20th September 2024 or later to re-order.
20th September 2024 9am ring up to upgrade to Full fibre 500 with phone. Speak to BT Dundee, they put me through to another agent, who then puts me through to BT Lancaster Loyalty Team. They try to place an order then tell me my account says I am already upgraded to Full Fibre 500!! They then put me through to Connections Team who then put me through to Data Integrity Team (25 mins on phone at this point). I am then put on hold whilst my account is fixed. DI Team member then says my account is fixed and puts me through to Sales. I ask for Full Fibre 500 with phone they say this can not be done due to a “Technical Error” on my account telling me I am on Full Fibre already. I asked to be put through to the DI Team they say I cant be and arrange to ring me back tomorrow at 11am. (Phone call was 1hr 9mins total)
20th September 2024 I then try to find another way to get through to DI Team to sort this out. I do an online chat who put me through to sales and then tell me I have to wait 24hrs for my account to refresh to resolve the Technical Error that the DI Team had fixed. The DI Team member never mentioned a 24hr refresh.
20th September 2024 receive an envelope through the post with a return label asking me to return kit ???????!!!!!!!
20th September 2024 received a txt from BT saying my broadband is now ready to use ??
21st September 2024 BT called 12:03pm tried to put the order through and failed. On hold for 25 minutes only to be told there is a system error that can not be fixed and will take 10 days to resolve the problem with my account. Expecting call back 3rd October 2024 @ 12pm
2nd October 2024 receive a txt from BT saying my broadband is now ready to use ??
3rd October 2024 Receive a phone call as promised at 12:06pm. Tries to put my order through same technical error. On hold for 30 minutes I then get put through to BT Doncaster they say they can do my order for £52.99 cheaper than existing. My order is placed for Full Fibre 500. Call lasted 50 minutes
3rd October 2024 check my order and no Engineer visit or activation date has been placed. The previous phone call the agent never said anything about these two things.
3rd October 2024 ring back spoke to J***** at BT Stoke explained my previous order I wasn’t given a Engineer visit or activation date. Put through to ******* (I think) he cancels the previous order and tries to book the order and it fails with the technical error again. I say cant you do what BT Doncaster did earlier. Turns out the “fix” is to book my order as a house move even though I am not moving house. So he proceeds with this but then tells me the price is £53.99, plus £3 for pay as you go phone, plus £10 for TP Link power connectors. I tell him it was £52.99 earlier with no extra charges. He then says he cant do it at this price and cant remove the £10 charge. I tell him I already have these from a previous order and got charged £10 this month I don’t want them I want it for £52.99. He tells me he cant but I would have to ring Reclaims or recharge and get the £10 refunded. At this point I have had enough and tell him to forget the order as I don’t see why I have to pay more for something I don’t need or want.
So to conclude its now been over 3 weeks and I still can not get Full Fibre 500 as promised at the same price as I pay now and whats more BT has screwed up my account with a technical error they can now not fix. A technical error which was not there on 11th September that can only be solved by doing a fake house move order. I’ve been with BT for 20 years+ and I am absolutely livid with how I am being treated. I feel like seeing out my contract till December 2025 and then cancelling it and going somewhere else.
So I`m basically deflated at the moment and stuck between a rock and a hard place. I cant be bothered ringing again so I`m going to leave it for a while.
Soldato
- Joined
- 22 Mar 2009
- Posts
- 5,749
That's pretty awful. I do feel your pain of angry.
That sucks, sorry !
Sorry to hear about your issues.
It honestly doesn't surprise me, and one of the main reasons I tend to avoid the 'larger' providers.
Soldato
Currently with VM and have 2-3 months left on contract, can't decide between Community Fibre, BT/EE, Aquiss and Zen.
Price is not a big factor for me, Im looking for a provider with a good track record of good service and support when you need it.
Also I want to be able to use my Eero mesh network.
Any thoughts on any of the above providers?
Price is not a big factor for me, Im looking for a provider with a good track record of good service and support when you need it.
Also I want to be able to use my Eero mesh network.
Any thoughts on any of the above providers?
Last edited:
Soldato
@varkanoid Sounds a little similar to our situation. Been on FTTC for about ten years with Plusnet and then changing over to their FTTP 500. Dates came, with texts from OR about installation, and non one turned up. And so on, no point in detailing the rest really.
With PN's help, and they really did keep in contact with me, they said it was down to part of the FTTP order that was "stuck" within the OR system, the part relating to the cessation on the phone line. Until that was cleared anything they would resubmit would just compound the error.
They, PN in communication with OR, did clear the whole order and then they waited 24 hours to resubmit it. This time it went through.
We got a new date and the install went fine.
I understand the buggeration factor, just hope it works out for you in the end.
All the best.
With PN's help, and they really did keep in contact with me, they said it was down to part of the FTTP order that was "stuck" within the OR system, the part relating to the cessation on the phone line. Until that was cleared anything they would resubmit would just compound the error.
They, PN in communication with OR, did clear the whole order and then they waited 24 hours to resubmit it. This time it went through.
We got a new date and the install went fine.
I understand the buggeration factor, just hope it works out for you in the end.
All the best.
Got installed today. Holy moly.
www.waveform.com
A 0.1 ms jitter...
SQM applied.
Is anybody good at reading tracerts? On my old BT FTTC line I was pinging bbc.co.uk in 16ms. Now I'm pinging it in 6ms. East Scotland.
Here's my tracert to bbc.co.uk:
1 6 ms 2 ms 2 ms 192.168.4.1
2 5 ms 5 ms 4 ms host-92-22-0-1.as13285.net [92.22.0.1]
3 8 ms 7 ms 8 ms ae50-ner001.msp.as13285.net [78.144.1.33]
4 8 ms 7 ms 8 ms ae50-scr001-msp.as13285.net [78.144.1.32]
5 13 ms 13 ms 13 ms 199.27.73.50
6 8 ms 7 ms 7 ms 151.101.64.81
Where am I connecting to? It seems like Newcastle based on my IP.
Here is 8.8.8.8:
1 5 ms 3 ms 2 ms 192.168.4.1
2 4 ms 4 ms 4 ms host-92-22-0-1.as13285.net [92.22.0.1]
3 10 ms 8 ms 8 ms ae50-ner001.msp.as13285.net [78.144.1.33]
4 8 ms 8 ms 8 ms ae50-scr001-msp.as13285.net [78.144.1.32]
5 13 ms 13 ms 14 ms ae63-scr102.thw.as13285.net [78.144.1.128]
6 14 ms 14 ms 14 ms 74.125.51.108
7 14 ms 14 ms 14 ms 209.85.255.77
8 14 ms 14 ms 13 ms 142.251.54.49
9 13 ms 12 ms 12 ms dns.google [8.8.8.8]
I presume it's now routing to London? This is wifi on laptop but I was pinging 12ms on my desktop with ethernet to 8.8.8.8
Bufferbloat and Internet Speed Test - Waveform
View the full results, and test your own bufferbloat
A 0.1 ms jitter...
SQM applied.
Is anybody good at reading tracerts? On my old BT FTTC line I was pinging bbc.co.uk in 16ms. Now I'm pinging it in 6ms. East Scotland.
Here's my tracert to bbc.co.uk:
1 6 ms 2 ms 2 ms 192.168.4.1
2 5 ms 5 ms 4 ms host-92-22-0-1.as13285.net [92.22.0.1]
3 8 ms 7 ms 8 ms ae50-ner001.msp.as13285.net [78.144.1.33]
4 8 ms 7 ms 8 ms ae50-scr001-msp.as13285.net [78.144.1.32]
5 13 ms 13 ms 13 ms 199.27.73.50
6 8 ms 7 ms 7 ms 151.101.64.81
Where am I connecting to? It seems like Newcastle based on my IP.
Here is 8.8.8.8:
1 5 ms 3 ms 2 ms 192.168.4.1
2 4 ms 4 ms 4 ms host-92-22-0-1.as13285.net [92.22.0.1]
3 10 ms 8 ms 8 ms ae50-ner001.msp.as13285.net [78.144.1.33]
4 8 ms 8 ms 8 ms ae50-scr001-msp.as13285.net [78.144.1.32]
5 13 ms 13 ms 14 ms ae63-scr102.thw.as13285.net [78.144.1.128]
6 14 ms 14 ms 14 ms 74.125.51.108
7 14 ms 14 ms 14 ms 209.85.255.77
8 14 ms 14 ms 13 ms 142.251.54.49
9 13 ms 12 ms 12 ms dns.google [8.8.8.8]
I presume it's now routing to London? This is wifi on laptop but I was pinging 12ms on my desktop with ethernet to 8.8.8.8
Last edited:
Aquiss.
Soldato
IDNet are also very good.
Soldato
I have 3 more months with VM, but I know I can get Aquiss via the openreach infrastructure in my area, I like the fact that it seems like a simple setup, just the ONT box, no router supplied, no tv/phone. Simple.
Amazing support/service, IPv6, plus no mid-contract price rises so you know exactly what you're going to be paying.
Got installed today. Holy moly.
Bufferbloat and Internet Speed Test - Waveform
View the full results, and test your own bufferbloat
A 0.1 ms jitter...
SQM applied.
Is anybody good at reading tracerts? On my old BT FTTC line I was pinging bbc.co.uk in 16ms. Now I'm pinging it in 6ms. East Scotland.
Here's my tracert to bbc.co.uk:
1 6 ms 2 ms 2 ms 192.168.4.1
2 5 ms 5 ms 4 ms host-92-22-0-1.as13285.net [92.22.0.1]
3 8 ms 7 ms 8 ms ae50-ner001.msp.as13285.net [78.144.1.33]
4 8 ms 7 ms 8 ms ae50-scr001-msp.as13285.net [78.144.1.32]
5 13 ms 13 ms 13 ms 199.27.73.50
6 8 ms 7 ms 7 ms 151.101.64.81
Where am I connecting to? It seems like Newcastle based on my IP.
Here is 8.8.8.8:
1 5 ms 3 ms 2 ms 192.168.4.1
2 4 ms 4 ms 4 ms host-92-22-0-1.as13285.net [92.22.0.1]
3 10 ms 8 ms 8 ms ae50-ner001.msp.as13285.net [78.144.1.33]
4 8 ms 8 ms 8 ms ae50-scr001-msp.as13285.net [78.144.1.32]
5 13 ms 13 ms 14 ms ae63-scr102.thw.as13285.net [78.144.1.128]
6 14 ms 14 ms 14 ms 74.125.51.108
7 14 ms 14 ms 14 ms 209.85.255.77
8 14 ms 14 ms 13 ms 142.251.54.49
9 13 ms 12 ms 12 ms dns.google [8.8.8.8]
I presume it's now routing to London? This is wifi on laptop but I was pinging 12ms on my desktop with ethernet to 8.8.8.8
How do I get mine lower?
This is over Wifi on a wifi 5 router
Bufferbloat and Internet Speed Test - Waveform
View the full results, and test your own bufferbloat
Pushing that amount of data and keeping a good score is really hard, especially on Wifi. Your idle jitter is pretty high at 4.3ms. Even on wifi I would expect it to be under 2 as a starting base.How do I get mine lower?
This is over Wifi on a wifi 5 router
Bufferbloat and Internet Speed Test - Waveform
View the full results, and test your own bufferbloat
Soldato
Quoted as I agree with this. Top support (when needed), no issues with reliability of network compared to the up/down nightmare with VM. Might be a bit more expensive than others for similar packages but you get what you pay for!
Btw did you get the email recently about the IP addresses changing? Perhaps not if you're already using an IPv6 address? Looks like Aquiss are changing me over to IPv6.
I only recently rejoined in preparation for dropping my VM package to the lowest tier for backup. The new IPv4 address I received was in a completely different block compared to before, so I expect that I'm already moved so to speak.
Soldato
What made you leave Aquiss/FTTP for the horror of VM? I wouldn't trust VM in my area enough to actually be working for a backup connection if my FTTP went down for whatever reason.
