Fibre order issues.

woooshuk · Sep 30, 2010, 23:26:43

I thought I would share as I feel this might drag on a bit. (fingers crossed it won't)

My exchange is enabled for FTTC and the BT/IDNET checker for my line says I may get 20.1/8.1

I placed my order with IDNET on 24th September and waited for the weekend to pass. On Monday I couldn't help but check my email every hour for that email which would tell me of my install date. By the end of Monday - nothing.

I rang IDNET just before 5pm and was advised there was a technical issue with placing my order with BT. OK, fair enough.
Tuesday, I emailed IDNET and got the same response. Wednesday, heard nothing. Thursday, sent an email to IDNET asking them to progress this and update me.

Time for bed on Thursday 30th, no reply and no contact since Tuesday.

Am I impatient? Maybe. But the 'Connected within five working days' is what sets this expectation. I am off work this week and next and placed the order so I could be here for the engineer visit and not take more time off work.

Is this 'technical issue' because I moved my BT line to IDNET recently?

**Frustrated customer venting on the forum due to poor communication**

Simon · Sep 30, 2010, 23:51:27

IDNet are probably waiting for a response from BT. They tend to not contact people if they've nothing to tell them, but your frustration is understood. Unfortunately, IDNet are in the hands of BT, and getting BT to move is often something of a challenge.

Rik · Oct 02, 2010, 17:47:20

Quote from: woooshuk on Sep 30, 2010, 23:26:43
My exchange is enabled for FTTC and the BT/IDNET checker for my line says I may get 20.1/8.1

That's ADSL2+ speed, I wonder if there's an issue of your cabinet not yet being activated?

Holodene · Oct 02, 2010, 18:39:39

Quote from: Rik on Oct 02, 2010, 17:47:20
That's ADSL2+ speed, I wonder if there's an issue of your cabinet not yet being activated?

I think it's BTs conservative estimate.

sof2er · Oct 02, 2010, 19:10:22

All those estimates are wrong and 95% gets the full 37 mbps, 8 up.

.Griff. · Oct 02, 2010, 19:11:51

Quote from: Rik on Oct 02, 2010, 17:47:20
That's ADSL2+ speed, I wonder if there's an issue of your cabinet not yet being activated?

Download maybe but I'd love to see that upload achieved using ADSL2+

Rik · Oct 02, 2010, 19:22:53

Hey, I'm an invalid, no picking on me.

woooshuk · Oct 03, 2010, 21:50:05

It appears to be a conservative estimate. Well, I hope it is!

I am 400m (cable route) to the new cabinet in a fairly new development. Lets hope it is well into the 30s.

Order placed 9 days ago. Lets see what tomorrow brings.

Bill · Oct 04, 2010, 12:51:19

Quote from: woooshuk on Oct 03, 2010, 21:50:05
I am 400m (cable route) to the new cabinet in a fairly new development. Lets hope it is well into the 30s.

I'm about 400m in a straight line from my cabinet and sync at full whack, so hopefully you'll get the same.

woooshuk · Oct 05, 2010, 17:04:21

Well, I must admit I am losing/lost my patience.

Order was placed on 24th Sept. The only response has been "We will place your order as soon as possible"

I sent a straight forward query today asking what sort of timescale and got a generic "We will place your order as soon as possible" reply.

I pay over £560 per year and would expect more of a service or at least an actual response to my query!

A MAC code has just been requested and unless this matter moves and I obtain a better customer service experience, then my £560 can go to another company.

Rik · Oct 05, 2010, 17:07:25

Let me see I can find out.

Rik · Oct 05, 2010, 17:15:22

Support tell me that the ordering system for fibre with BT was broken by changes made by BT last week. It's been raised with BT as a matter of urgency, as I believe has been explained to you. For the moment, IDNet cannot order fibre and you are aware of this. How much more response do you want?

woooshuk · Oct 05, 2010, 18:01:05

Rik,

Well, the clarity that you have provided that 'For the moment, IDNet cannot order fibre' (which I was not aware of)

This is clearer than the response I got on 28th Sep stating BT were rejecting MY order.

Does it take me to flame on a forum to discover this?

All I expect it good communication!

Thank you.

Paul

Rik · Oct 05, 2010, 18:08:53

Hi Paul, maybe it's just two ways of explaining the problem? The reason I phone is I can ask more questions.

woooshuk · Oct 08, 2010, 23:47:05

Order now placed and installation booked for 27th Oct.

Simon · Oct 09, 2010, 10:05:52

Holodene · Oct 09, 2010, 10:06:00

Great news.

Ray · Oct 09, 2010, 10:32:13

Bill · Oct 09, 2010, 10:38:33

Quote from: woooshuk on Oct 08, 2010, 23:47:05
Order now placed and installation booked for 27th Oct.

Excellent news

But that's a long lead time... the FTTC installation engineers must be busy with a lot of take-up.

woooshuk · Oct 09, 2010, 11:41:08

Yes, I'm in N.I. and there is a massive roll out of fibre here which appears to be separate from the national roll out plans.

Every road you drive on appears to be getting 'kitted out'. Rural or urban!

BT appear to be very busy.

Netgear router arrived from IDNET this morning. That was quick!

Bill · Oct 09, 2010, 11:57:18

Quote from: woooshuk on Oct 09, 2010, 11:41:08
Yes, I'm in N.I. and there is a massive roll out of fibre here which appears to be separate from the national roll out plans.

Ah, right, I'd heard that it was being handled a bit differently over there.

Rik · Oct 09, 2010, 12:08:48

Let's hope differently equals better.

woooshuk · Oct 26, 2010, 22:14:00

Fibre install due tomorrow morning!

Is it sad I took the day off work for this?

BT checker now saying 32.7Mbps

Steve · Oct 26, 2010, 22:17:24

Someone has to let BT in.

Rik · Oct 27, 2010, 08:32:28

Just don't let them out again. Oh, and no posting speedtests to make the rest of us jealous.