{"id":23392,"date":"2020-08-05T00:01:10","date_gmt":"2020-08-04T23:01:10","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=23392"},"modified":"2020-08-04T11:59:56","modified_gmt":"2020-08-04T10:59:56","slug":"delays-hit-speed-regrades-on-openreach-fttp-broadband-lines","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2020\/08\/delays-hit-speed-regrades-on-openreach-fttp-broadband-lines.html","title":{"rendered":"Delays Hit Speed Regrades on Openreach FTTP Broadband Lines"},"content":{"rendered":"

A seemingly growing number of Fibre-to-the-Premises (FTTP<\/a>) based broadband ISP customers, at various UK providers, have over the past few weeks reported that requests to upgrade (regrade) their service to a faster tier are being delayed. The finger of blame is being cast toward BT<\/a>’s Wholesale division.<\/p>\n

Initially the feedback from ISPs appeared to indicate that this issue, which seems to be largely affecting new build properties on greenfield<\/strong> sites, might have begun after Openreach<\/a> updated their ordering (portal) system, but we later discovered that this was not entirely correct. Whatever happened, the work clearly didn’t go quite according to plan because while some regrades progressed, others did not and have been stuck for weeks.<\/p>\n

Support staff at one such provider, Zen Internet<\/a>, told some of their customers: “This is also affecting other ISPs … We are being told at the moment that an estimated fix will not be until at least mid-August but we are continuing to put pressure on where needed to get this resolved as quick and efficiently as possible, so we can then progress the backlog of orders we have<\/em>.”<\/p>\n

As a result, affected customers have been left to twiddle their thumbs as regrade (bandwidth modify) dates came and went without any change (example<\/a>). Naturally ISPreview.co.uk attempted to contact Openreach<\/a> about this last week, although they seemed confident that the problem wasn’t coming from their side. Instead the culprit appears to be BTWholesale.<\/p>\n

Mike Piggott, Operations Director at Zen Internet<\/a>, said:<\/strong><\/p>\n

“We have been experiencing some delays on FTTP<\/a> Broadband Re-Grades, specifically relating to Green Field sites. BT<\/a> Wholesale made a system change which is causing some orders to fail. This is affecting a number of communication providers who consume FTTP<\/a> via BT<\/a> Wholesale.<\/p>\n

Our supplier is working on a tactical solution and expects to have a fix in place within the next couple of weeks.”<\/p><\/blockquote>\n

The problems have occurred at a particularly awkward time, when a number of ISPs are busy launching faster 500Mbps and 1Gbps capable packages via Openreach<\/a>’s network and that has been attracting some interest from those seeking the best possible speeds. On the upside those packages are still fairly new and so there won’t be too many people going down the regrade route just yet.<\/p>\n

A Spokesperson for BT Wholesale added:<\/strong><\/p>\n

“We are aware of a very small number of customers isolated to Greenfield who are currently experiencing slight delays with their FTTP regrade orders, due to a technical fault in the web portal when placing orders.<\/p>\n

This issue relates only to a select couple of speed options for regrade customers, and all other speeds are available as per usual through our business to business interface. We have a fix scheduled to address this delay and are working quickly to resolve this as soon as possible for our customers. We apologise for the inconvenience that has caused to impacted CP\u2019s.”<\/p><\/blockquote>\n

We should point out that there is a second issue that Openreach are aware of with new build sites, which might sometimes get mixed up with the separate regrade problem at BTW. Every once in awhile the wrong Optical Network Terminal<\/strong> (ONT) may be installed inside a new build home, which will fail when a remote configuration is needed to get the line working (an engineer then has to come out and replace the ONT).<\/p>\n

The ONT issue is of course a “build error<\/em>” and not one that should occur on existing (live) FTTP services that are merely seeking to change their bandwidth (speed) profile up or down. Nevertheless, we thought it worth mentioning as we have seen the odd complaint about that too, but this is rare.<\/p>\n

Otherwise we understand that a fix for the main regrade problem could be implemented by the end of this week.<\/p>\n","protected":false},"excerpt":{"rendered":"

A seemingly growing number of Fibre-to-the-Premises (FTTP) based broadband ISP customers, at various UK providers, have over the past few weeks reported that requests to upgrade (regrade) their service to a faster tier are being delayed. The finger of blame is being cast toward BT’s Wholesale division.<\/p>\n","protected":false},"author":1,"featured_media":23393,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[474,97,56,69],"class_list":["post-23392","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-bt","tag-bt-wholesale","tag-fttp","tag-bt-openreach"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nDelays Hit Speed Regrades on Openreach FTTP Broadband Lines - ISPreview UK<\/title>\n<meta name=\"description\" content=\"A seemingly growing number of Fibre-to-the-Premises (FTTP) based broadband ISP customers, at various UK providers, have over the past few weeks reported\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2020\/08\/delays-hit-speed-regrades-on-openreach-fttp-broadband-lines.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Delays Hit Speed Regrades on Openreach FTTP Broadband Lines - 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