kebian
Casual Member
Hi everyone. I’m hoping someone here can help to progress my Openreach order. My neighbour and I ordered FTTPoD through Cerberus in April as linked orders. It was expensive but we managed to get vouchers to help towards the bills. My final bill was £6672 with a 12 month contract.
To our surprise, Openreach turned up much quicker than we anticipated and installed the fibre and ONTs in both of our houses on October 2nd. We thought it’d take much longer than 6 months so were very happy. The engineers told us that they couldn’t scan the bar codes on the ONTs just yet and seemed confused as to why and left the ONTs fully connected but with the PON lights flashing green. They told us that they’d recorded the barcode numbers and that they’d try to commission them over the weekend.
A few days later, a different OR engineer turned up at my neighbour’s house to install the fibre and was confused because it was already installed! He scanned the bar code on the ONT and my neighbour has had Internet access since. But he didn’t come to my house… My neighbour asked why and he said he just didn’t have the job for it.
Nearly 2 months later and I’m still in the same boat. The PON light is flashing green and I regularly harass my ISP to see if there’s been any progress but there hasn’t. Apparently for some inexplicable reason, someone at OR had cancelled my order and Cerberus had to reopen it. OR have apparently given my order a high priority internally but have some internal technical difficulties with it. They haven’t been specific as to what those difficulties are.
2 weeks ago someone from OR rang me to arrange another survey. I explained the situation and that I’d already had the survey, that the internal and external fibre was fitted, spliced, and that the ONT was installed. He marked his job as done and didn’t turn up since he didn’t need to. Presumably he got the job because they saw it as a fresh order and it had started the whole process off again from the very beginning.
Perhaps I’m being naive, but I think if I could get hold of someone with broad enough access to my order and the ability to progress it from one stage to the next then I’d find that all somebody actually has to do is enter the ONT serial number on the order to build the circuit and the job could be finally closed off!
To our surprise, Openreach turned up much quicker than we anticipated and installed the fibre and ONTs in both of our houses on October 2nd. We thought it’d take much longer than 6 months so were very happy. The engineers told us that they couldn’t scan the bar codes on the ONTs just yet and seemed confused as to why and left the ONTs fully connected but with the PON lights flashing green. They told us that they’d recorded the barcode numbers and that they’d try to commission them over the weekend.
A few days later, a different OR engineer turned up at my neighbour’s house to install the fibre and was confused because it was already installed! He scanned the bar code on the ONT and my neighbour has had Internet access since. But he didn’t come to my house… My neighbour asked why and he said he just didn’t have the job for it.
Nearly 2 months later and I’m still in the same boat. The PON light is flashing green and I regularly harass my ISP to see if there’s been any progress but there hasn’t. Apparently for some inexplicable reason, someone at OR had cancelled my order and Cerberus had to reopen it. OR have apparently given my order a high priority internally but have some internal technical difficulties with it. They haven’t been specific as to what those difficulties are.
2 weeks ago someone from OR rang me to arrange another survey. I explained the situation and that I’d already had the survey, that the internal and external fibre was fitted, spliced, and that the ONT was installed. He marked his job as done and didn’t turn up since he didn’t need to. Presumably he got the job because they saw it as a fresh order and it had started the whole process off again from the very beginning.
Perhaps I’m being naive, but I think if I could get hold of someone with broad enough access to my order and the ability to progress it from one stage to the next then I’d find that all somebody actually has to do is enter the ONT serial number on the order to build the circuit and the job could be finally closed off!