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Help - FTTP Stuck with Openreach

Grudenkles

Casual Member
Hello Everyone,

I’ve ordered EE’s 1.6Gbps package (got a really good deal as I’m already a phone customer with them) and my Engineer install was supposed to be today.

I’m in an MDU which has only very recently shown as FTTP available.

They sent an external Openreach build team, who had to run a fibre from various chambers and up my wall (they were working on this for a few days, but no massive delay on that).

Before they left (last Wednesday) they knocked on my door and assured me that my property was all tested and ready for service and the fibre was live all the way back to the exchange - all I need now is an engineer to come and pull the fibre in to my property from above the door, and connect the ONT.

I’ve been in touch with EE and they just say that Openreach has stalled the order as they say there’s a build required still (same as previous) and their systems don’t seem to show that an external build has even happened (as though they've not updated).

Does anyone know roughly how long this could take to update on their side or if there’s someone I can contact to jog this on??

It’s quite annoying as I can physically see the fibre in a grey box above my door (had a peek) and the build is 100% complete, but due to some flag on their system not being updated I can’t even book an install date. EE advise that they can only push this with Openreach after 23rd of JULY and have left me in the dark with 'how long is a piece of string'.

Seems absolutely mental, considering the fibre is literally within arm's reach - surely something can be done.

Honestly, any help would be massively massively appreciated; I've just moved in to this property and have no stable broadband (4G router, service not the best) and I work from home. Really going to struggle until then :/

Cheers,
Andy
 
Also, attached is a picture of the grey box outside my door

IMG_0630.webp
 
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Excxalibur is a legacy system. New EE orders are all on BTs Consumer system now. Though orders for install are only fed through OR so neither would be the issue.

Also this is not an instant escalation to executive complaints. Day one complaints isn't their forte if regular channels haven't been explored.

Big question is why July 23rd? Order status is all tracked in OR - if there's a date set, that date has a reason. It could be legitimate, such as further work down the line thw engineers not mentioned, or it could be an error.

But that dates not random - if the job was closed off no issues, the next part would be done. All you can do right now is ask Connections at EE why that date. If it's an error in OR not being updated yet, then that's an easy escalate from the agent. If there's something the engineers didn't mention (common) that needs further work, you may be stuck.
 
Excxalibur is a legacy system. New EE orders are all on BTs Consumer system now. Though orders for install are only fed through OR so neither would be the issue.

Also this is not an instant escalation to executive complaints. Day one complaints isn't their forte if regular channels haven't been explored.

Big question is why July 23rd? Order status is all tracked in OR - if there's a date set, that date has a reason. It could be legitimate, such as further work down the line thw engineers not mentioned, or it could be an error.

But that dates not random - if the job was closed off no issues, the next part would be done. All you can do right now is ask Connections at EE why that date. If it's an error in OR not being updated yet, then that's an easy escalate from the agent. If there's something the engineers didn't mention (common) that needs further work, you may be stuck.
Eh, Excalibur is very much a current system and not a legacy system all the systems feed into for customer accounts and it controls the service conditions for the mobile core including the MTAS, I believe they mostly use Albert to automate for CS, BT consumer is a system that should be killed to be frank, 30 mins for service changes, shameful.
 
Excxalibur is a legacy system. New EE orders are all on BTs Consumer system now. Though orders for install are only fed through OR so neither would be the issue.

Also this is not an instant escalation to executive complaints. Day one complaints isn't their forte if regular channels haven't been explored.

Big question is why July 23rd? Order status is all tracked in OR - if there's a date set, that date has a reason. It could be legitimate, such as further work down the line thw engineers not mentioned, or it could be an error.

But that dates not random - if the job was closed off no issues, the next part would be done. All you can do right now is ask Connections at EE why that date. If it's an error in OR not being updated yet, then that's an easy escalate from the agent. If there's something the engineers didn't mention (common) that needs further work, you may be stuck.
I’ve tried ringing EE multiple times and they just say the same thing over and over “there’s no fibre in your MDU so the Openreach External build team will be attending to bring fibre to you”. Kindly wait and review back on 23/07.

However, the team that attended last week were the External build team (I spoke to them, fairly regularly) and they completed this work already (they even specified that all of the other buildings in my complex have live fibre, and they’ve basically just pulled a fibre from that to my door).

They were inside chambers outside connecting the fibre up and were here for 3 days sorting it all out. Before they left, they came up to my apartment and said “that’s everything sorted for you now, there’s a live fibre at the door, all that will happen now is an engineer will come and run a fibre from there to your router” they even said they’d double checked and no other external work was needed 🥲
 
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It’s likely waiting on the audit and commissioning process, once the build is checked and signed off it will take a few days for it to show as live and available on the OR and CP systems.
 
Hello Everyone,

I’ve ordered EE’s 1.6Gbps package (got a really good deal as I’m already a phone customer with them) and my Engineer install was supposed to be today.

I’m in an MDU which has only very recently shown as FTTP available.

They sent an external Openreach build team, who had to run a fibre from various chambers and up my wall (they were working on this for a few days, but no massive delay on that).

Before they left (last Wednesday) they knocked on my door and assured me that my property was all tested and ready for service and the fibre was live all the way back to the exchange - all I need now is an engineer to come and pull the fibre in to my property from above the door, and connect the ONT.

I’ve been in touch with EE and they just say that Openreach has stalled the order as they say there’s a build required still (same as previous) and their systems don’t seem to show that an external build has even happened (as though they've not updated).

Does anyone know roughly how long this could take to update on their side or if there’s someone I can contact to jog this on??

It’s quite annoying as I can physically see the fibre in a grey box above my door (had a peek) and the build is 100% complete, but due to some flag on their system not being updated I can’t even book an install date. EE advise that they can only push this with Openreach after 23rd of JULY and have left me in the dark with 'how long is a piece of string'.

Seems absolutely mental, considering the fibre is literally within arm's reach - surely something can be done.

Honestly, any help would be massively massively appreciated; I've just moved in to this property and have no stable broadband (4G router, service not the best) and I work from home. Really going to struggle until then :/

Cheers,
Andy
I had a similar issue (On Bt) I would say email the Ceo who’s assistant will forward you to one of the department’s (Forgot the name if someone knows could be faster to email directly) and they will deal with it very fast. When I emailed them they connected me within 2 working days, Compared to what I would have waited was about month
 
Hi Everyone,

Just wanted to provide an update - I managed to get the fault progressed and escalated back to Openreach, I spoke to a team in Dundee who were extremely helpful and managed to get an Openreach response within a couple of days and resolution within not much longer. Had a couple of weeks' wait for my appointment, however!

Not the worst thing in the world, ordered 08/06 and installed 09/07.

EE 1600/115 package, consistently getting ~1700/120 and 10-12ms ping.

Also a final thing, I've picked up a GL.iNET Flint 2, and can't recommend it enough for this package!! Full 2.5Gbps WAN and LAN, and I get around 950Mbps on my iPhone (wifi) and over 1200Mbps on my laptop (wifi). Runs OpenWRT too, so loads of customisations!! Best part, was £120...

Thanks everyone,
Andrew
 
Hi Everyone,

Just wanted to provide an update - I managed to get the fault progressed and escalated back to Openreach, I spoke to a team in Dundee who were extremely helpful and managed to get an Openreach response within a couple of days and resolution within not much longer. Had a couple of weeks' wait for my appointment, however!

Not the worst thing in the world, ordered 08/06 and installed 09/07.

EE 1600/115 package, consistently getting ~1700/120 and 10-12ms ping.

Also a final thing, I've picked up a GL.iNET Flint 2, and can't recommend it enough for this package!! Full 2.5Gbps WAN and LAN, and I get around 950Mbps on my iPhone (wifi) and over 1200Mbps on my laptop (wifi). Runs OpenWRT too, so loads of customisations!! Best part, was £120...

Thanks everyone,
Andrew
Nice enjoy, I'm also a flint 2 user. If you ever need help you're welcome over at the glinet forums
 
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Hi Everyone,

Just wanted to provide an update - I managed to get the fault progressed and escalated back to Openreach, I spoke to a team in Dundee who were extremely helpful and managed to get an Openreach response within a couple of days and resolution within not much longer. Had a couple of weeks' wait for my appointment, however!

Not the worst thing in the world, ordered 08/06 and installed 09/07.

EE 1600/115 package, consistently getting ~1700/120 and 10-12ms ping.

Also a final thing, I've picked up a GL.iNET Flint 2, and can't recommend it enough for this package!! Full 2.5Gbps WAN and LAN, and I get around 950Mbps on my iPhone (wifi) and over 1200Mbps on my laptop (wifi). Runs OpenWRT too, so loads of customisations!! Best part, was £120...

Thanks everyone,
Andrew
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