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[Apollo11cdr]

Hello to you all,

First time post I have found this site and in desperation have come looking for advice. I hope someone can help us. We are a family of 4 and are at our wits end having no broadband connection. 

We moved house in May - this house is a new build - however BT Openreach connected all the houses in our close to the Network soon after we moved in. All of our neighbours have broadband fibre, EE Talk Talk BT and so on.

We contacted BT to connect us said they would 11/07/16 - didn't turn up cancelled order (didn't tell us left us sitting here all day).

I was given a date for installation this was cancelled and no engineer attended our home address (we were never informed that no one would arrive) so waited in all day for nothing - at cost and inconvenience.

I only learned that BT would not be arriving by ringing them (takes ages to get through very time consuming).

I was then given another date which passed by - we were then given a time and  a date for an Engineer to arrive to install phone and Broadband - he did install the phone line (Line worked in and out calls) told us the Broadband would come on by midnight.

We waited and surprise surprise - No broadband - rang BT - said they would come out Friday but needed a Broadband specialist. It turned out that there was NO Broadband order attached to the phone line (we only want the line for Broadband connection).

BT said they would send an Engineer - Then contacted us to say this appointment couldn't go ahead - we will be out next week. Again sat around at time and expense for nothing.

Appointment made for another day - Engineer arrives who finds that there is NO Broadband connection allocated to my account - cannot install it or fix it. Again on to the call centre for hours.

I then got an email asking for payment of £61.85 for the activation fee ! I told BT have no intention of paying this as I do not have a connection - I do have a phone but that is a free connection ! (I don't use the phone as I have a mobile). We have it only for the broadband which we have waited MONTHS to be connected.

I was then told by BT staff that they will have to a disconnect re connect which takes five working days !!!

We were then told we will have to wait till next week when they will again attempt to connect the BT HUB router  which we have had for weeks to the Web. I don't understand why I should still be waiting they should have come and done this as a priority !!

I then contacted BT CEO G Patterson or his email account I'm sure he reads his emails ...

BT Connections rang me said they could only offer a copper broadband connection NO fibre .. joke everyone else has it (middle of Liverpool for gods sake !).

I told them to disconnect the lot and the CEOs dept closed and cleared the account ... thankfully

What I need help with is this - BT Openreach states we can connect to a FTTC cabinet 200 yards away - which is 250 yards from Netherley phone exchange ! Cabinet No 9 Netherley  Shown as Infinity Fibre available phone line which worked was connected to cabinet 19  a fibre cabinet !

One BT engineer stated that he could have done the connection but there was NO OGEA number CSS couldn't find one - I think Open reach may have confused our address with the Plot numbers for the new build house !

Asked EE to connect us which they have tried to do - gave us a phone number said it was all connected EE state the phone is working and we have Fibre broadband.

They now concur that there is NO connection  - the phone number they gave us - well that does indeed ring when your ring the number from your mobile - BUT when we connected  house phone to it, it DOES NOT Ring !

The EE router has green lights except for the broadband RED light

They are supposed to coming next week to solve this problem - sadly none of the  Engineers have sorted this out - can anyone help me please this is causing so much distress. Kind regards ... 

Thank you so much ...

[burakkucat]

Hello to you all,

Welcome to the Kitz forum. 

First time post I have found this site and in desperation have come looking for advice. I hope someone can help us. We are a family of 4 and are at our wits end having no broadband connection. 

We moved house in May - this house is a new build - however BT Openreach connected all the houses in our close to the Network soon after we moved in. All of our neighbours have broadband fibre, EE Talk Talk BT and so on.

<snip>

Asked EE to connect us which they have tried to do - gave us a phone number said it was all connected EE state the phone is working and we have Fibre broadband.

They now concur that there is NO connection  - the phone number they gave us - well that does indeed ring when your ring the number from your mobile - BUT when we connected  house phone to it, it DOES NOT Ring !

Thank you for supplying the background to the story, I would like to ask for some details concerning the state of the circuit as of now.

You plug a telephone into the socket and initiate a call (from a mobile telephone) to the number that has been allocated to the circuit. You hear the "ringing" tone via the mobile 'phone but the telephone connected to the circuit does not signal an incoming call. Is that correct? 

When you lift the receiver of the telephone connected to the circuit do you hear a "dialling" tone? If yes, please initiate a (free) call from that telephone to 17070 and note down the number that is recited back . . . something like "This circuit is defined as 0151 4xx xxxx." Next initiate another call to that test number and select the option for "Ring Back". (If I am remembering correctly, it is option one from the menu.) Replace the receiver and wait. If the telephone signals an incoming call ("rings"), pick up the receiver to terminate the test condition. If the telephone does not signal an incoming call after waiting 5 - 10 seconds, pick up the receiver and see if there is any other tone or message being announced.

If the number that is announced does not agree with the number allocated to your circuit (that of which you were informed by EE), we now know the cause of the problem. The circuit has been provisioned (wired up) incorrectly. Report the details to EE and request that they arrange an Openreach engineering visit to correct the problem. Perhaps suggest to EE that they should request the attending Openreach technician performs a "pair prove" for the circuit.

[Apollo11cdr]

Hi

The number has been allocated and EE state it is all working.

In response to your kind reply ..

The mobile hears a ringing tone  - the phone is plugged in and DOES NOT ring it is dead.

When you lift the house phone received there is no ring tone there is no noise whatsoever ...

Nothing just pure pure slience nothing at all ... zilch 

But EE who are not arguing with me state the system show s phone and fibre up and running

But where is it .... 

Very strange ... can see FTTC green box from where I'm sitting lol

Thank you

[NEXUS2345]

Could you please enter the phone number or address into this website and provide us a screenshot of the results? Minus any sensitive details of course

https://www.btwholesale.com/includes/adsl/main.html

[davinci8128]

It sounds like you have a crossed line issue. If the ISP is seeing your line in sync while you have no dial tone and no broadband connection on your end then that's what it is.

However it's not perfectly clear from your wording. Did the ISP say your service is simply active and should be working or did they say when they run a service test they see your connection as up and running?

You are saying they are coming out next week. Is this with an actual appointment? They could've raised a non appointed fault to Openreach as well if a line test detected a hard fault such as dis in network. In that case when an engineer attends to your line fault would depend upon the service level agreement between the ISP and OR and what care level the line is on. It's usually a time frame such as fault clear by 23.59 end of next working day excluding weekends and bank holidays or some such.

[burakkucat]

The mobile hears a ringing tone  - the phone is plugged in and DOES NOT ring it is dead.

When you life the house phone received there is no ring tone there is no noise whatsoever ...

Nothing just pure pure slience nothing at all ... zilch 

Thank you for clarifying the situation.

So a working circuit has been provisioned for you but it has been misrouted. Instead of terminating on the NTE5 in your home, it "disappears" elsewhere. The solution is for an Openreach technician to perform a pair prove/trace, either starting from your home, working through the distribution network to the primary cross-connection point (via the fibre cabinet) and then on to the exchange Main Distribution Frame or vice-versa.

I would suggest you ensure that your CP, EE, has made the correct request to Openreach as, on the day, the technician will only be doing that work specified in the task so built and, thus, on the job sheet.

If you think it would help EE to understand the current situation, then please point them to this thread.

[Apollo11cdr]

Here is a screenshot struggling as without Net .. using the phone is harder to cut photos etc .. thank you all very much

EE (Openreach) are coming out armed with all that we have been told and I will ring EE tomorrow with details of this thread ...

Engineer booked Monday morning ...

[burakkucat]

Thank you for posting that screen-scrape. It looks good to me and is, I'm sure, exactly for what NEXUS2345 was looking.

Did the top line (with the telephone number) explicity state cabinet number 19?

[davinci8128]

Well, based on the screenshot the provisioning order is still open and due to be completed on the 12th which just so happens to be Monday..

Looks like your service simply isn't active yet. That is why it's not working. 

[Apollo11cdr]

Hi

EE stated it was alive and working on activation date which was 6/9/16 ... it isn't I assured them ..

The cabinet is FTTC Cabinet 9  (typo did put 19 before sorry) . . ..   0151 487 xxxx is the number allocated to us ...and that is shown in the BB checker for our postcode and area  ...

Thank you all ...

[Moderator edited to obfuscate the last four digits of the telephone number allocated to the circuit.]

[Apollo11cdr]

Hello - Just a note of thanks - told BT ENgineer of past issues and he did re trace the path from the house to the cabinet - exchange.

There was no fibre on the line which was put on Monday, another Engineer (Les) came out today and checked the underground cables. The house had not been correctly wired to the cabinet by Quinns - Les fixed the issues which 8-9 Engineers and BT couldnt sort - full marks to him good customer service this time and so pleased to be on line with download of 70.65 mb / s upload at 13.48 mb/s  !!

Thank you all - thought this was never going to be sorted !

a word of warning to new build property owners - if your Net doesn't work get the cabling checked out ! this was all down to the cabling put in by BT sub contractors not being done properly !

 

[burakkucat]

A good result has finally been achieved. 

I was keeping in the back of my mind the possibility of a sub-contractor "mishap". As you are located in the NW of England, the usual suspect would be M J Quinn Integrated Services Ltd, which you have now subsequently confirmed.

Please go to the Openreach website's "Tell Us Something" page and scroll three quarters of the way down to the "Let us know how we did" heading. The first sentence of that section reads "If your engineer did a great job you can send them a thank you message." I would like to suggest that you take the latter link and complete the details so that the effort of the Openreach technician, Les, is appropriately noted.