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GraHewitt
Advocate

Booking a fibre installation visit.

I'm trying to order fibre and have to book a visit for installation but I do not move into my new property until the 1st July. The issue is I cannot scroll past June to book that date. It's only giving me up to, and including, a week earlier. Can I order over the phone or will I have to wait another week until the 1st is an option? 

61 Replies
chilli2
Expert 2

The best option is to call them (Now)  to arrange when openreach can install the Fibre ONT to the property.

 It will need to be in a location close to a power supply, as unlike the old copper based services which are being phased out the Fibre service requires a special box ( the ONT) which requires its own power .

 I was unaware the Now are offering fibre as they only advertise copper based services (ADSL/VDSL) which means that unless there is an accompanying VOIP service  you may still need to use the master socket if you are using the phone service

Stig
Scholar

Let me tell you about my engineer story.

Thursday due to be connected to broadband and phone, engineer failed to show!

Friday checked mobile and an engineer was coming in the afternoon, again failed to show up!.

Checked my mobile today ,Saturday ,and it says engineer visit a success and I am now connected to internet and phone!!!!!!!!!

You simply could not make this up.

 

Phoned Now TV today and an engineer booked for for Monday.

I asked about the engineer not turning up and she said they came down to check the green box at the end of the street checked that everything was working and left,so an engineer visit apparently consists of a visit to the box at the street and not your house??????

Funny that because when you book an engineer's appointment it requires you to be at home and over 18 and also gives guidence as to how you can help i.e.moving furniture before the engineer arrived.

Worst company I have ever dealt with.I have a relative who works in the same industry as a manager I will be contacting him to see my options,looks like a Job for the Ombudsman.

chilli2
Expert 2

Sometimes all they need to do is some work at the cabinet ( geen box in street) is your connection up?

Stig
Scholar

No connection!

As I said installation date was on Thursday.

They said connection in green box was good when I rang this morning.

My guess is the problem is with the telephone connection box in my house.The box is at least 20 years old so probably won't cope with the new tech.That said it worked fine with Virgin but then again they have a different set up.

 

 

chilli2
Expert 2

The throw away remark about Virgin is important, do you have an openreach (sometimes branded as BT) master socket?

Stig
Scholar

The telephone connection box  inside my house says Telewest, probably 20 years old.

GraHewitt
Advocate

Cheers all, 

 

All booked over the phone, only thing to note is that the earliest date they could offer on the phone is actually later than that offered on the site. 

 

Did speak to a great guy called John. Good start to contact with NOW. Hopefully it continues. 

chilli2
Expert 2

When you get in touch with now, tell them you do not have an openreach master socket in your property, only an old virgin media socket

Stig
Scholar

Thank you for the reply.

My point is this,an engineer was booked to install Now broadband and phone on Thursday.Thats an engineer,not me.At no point was I told it was a self install.

If an engineer had arrived he could have looked for the obvious problems that may occur during an installation i.e incorrect socket,if indeed that is the problem.

Engineer did not arrive as promised the day after,that being Friday.However Now customer support says he came out not to my home but only to the green box and all is working in the green box but sadly not in my house.

Engineer apparently booked for Monday afternoon until then no internet or phone.Whats the odds he doesn't turn up?

Jayach
Elite


@Stig wrote:

The telephone connection box  inside my house says Telewest, probably 20 years old.


Telewest became NTL, then Virgin, so it's not an Openreach socket. Sounds like you will need a new line installing, and getting those done at the moment is a problem.

Do you not have FTTP suppliers in your area?

Stig
Scholar

Fttp what supplier ? What is that.

 

Jayach
Elite


@Stig wrote:

Fttp what supplier ? What is that.

 


Just about anyone, other than Now.

FTTP(Fibre to the Premises), FTTC vs FTTP broadband: What's the difference? - Cable.co.uk

It's currently available to about a third of the country, any good broadband comparison site should say if it is available to you.

It's the reason it is so difficult to get new copper lines installed, as Openreach are concentrating on the roll out and have let the copper side run down.

Stig
Scholar

Just done home work 

Fttp

Fttc

ADSL

As Asdl is only 24 MPs I guess this is what Now use as broadband type i.e copper cable to green box.However a little confused because I am sure I read it was Fttp,????? But I can not be sure.

Fttp means no green box !!!! connection is piped straight in ,so it must be ADSL because they have admitted working on the green box?

What's being installed? Is it ADSL or Fttp?

 

 

 

Jayach
Elite

It's very unlikely to be ADSL, almost certainly FTTC.

In Now speak ADSL is brilliant broadband, FTTC is either Fab Fibre(up to 40Mbs) or Super Fibre(up to 80Mbs). Now do not offer FTTP, even if it is available.

The speed available to each subscriber depends on the distance from their street cabinet, and you should have been given an estimate when you signed up.

Stig
Scholar

Thanks for the reply.

I checked and I ordered super fibre , and the green cabinet is less than 100 yards from my house.

Jayach
Elite

You should get the full 80Mbs connection, when you finally get the copper installed.

Do you know how the Openreach/BT telephone connections are supplied in the area you live? Is it underground or via telephone poles? The fact Openreach think they have connected you at the cabinet suggests that you did have a connection in the past.

Stig
Scholar

Thanks for the reply.

I have received a text message from openreach and they are coming out Monday.From everyone's comments I believe it's the old telephone master socket that needs replacing in my house,so fingers crossed should be up and running by next week.As I've said in other posts I have a relative who works for one of the big boys in broadband and I will be certainly speaking to him about my options with what to do next with Now broadband as they have been awful.

Jayach
Elite

Do let us know how it goes, it will be useful info for anyone in a similar position in the future, Good luck.

redchiz1
Elite 2

@Stig If you have never had a BT/Openreach line into your property then you can hardly blame NOW for that. 

Stig
Scholar

Thanks for the reply.

At no point during the application process for me signing up for Now broadband did it mention that 'there must be an openreach mastersocket in the property to enable  Now broadband'.

Until yesterday I had never even heard of a openreach mastersocket!!!

IF !!! I had been told about the necessity of such a mastersocket then I would not have chosen Now broadband because I don't have an openreach mastersocket.

Been with Virgin media for over 15 years and they just have a white cable to the router and my telephone cable goes to the small white socket box labeled Telewest.

Unless you are in the cable/ broadband industry then i would say there's a lot people like me who are not up to speed on broadband installation so we therefore have no option but to rely on the company we sign up to to deliver what they are being paid to do and that's to install a working broadband service and not just to post a router through the letter box.