Leased Line Survey SLA

[stewea]

Hi,

I had BTOpenreach survey my site on 03/02/15 to check the suitability for a fibre leased line.
The company who I ordered the leased line through said, "Once the site survey has taken place our carrier have 10 days to update us with their findings"

That 10 working day period is up tomorrow.
What happens now as the carrier has exceeded their SLA and they haven't even provided a service yet?

The BTOpenreach engineer said that we already have spare fibre in the building that was left over from when a ISDN line was pulled some 12 years ago.

 

[Chris Routledge]

All the details should be in the SLA docs but I doubt it covers the actual survey rather than the service/ uptime on the line.

Have you actually signed anything yet?

 

[stewea]

I signed the order form for the leased line. I have not seen any SLA docs yet. I believe the carrier is TTB

 

[russ74]

You are not obliged to accept the order until such time that the survey has been completed. I'd there are excess construction charges you can cancel at zero penalty. Therefore if you cancel before the survey is complete then you ought not to be charged for that. Your provider may adopt a different view but I don't believe they have a leg to stand on.

 

[Andy Oneill]

BT Openreach have massive delays in their planning department at the moment, mainly due to an unforseen spike in orders created by pricing reductions and the government voucher scheme, so some customers are waiting a lot longer than 10 days for survey results, and in any case the update could be "We have no update".
I very much doubt that your provider's SLA covers time taken from survey to survey results - most don't even cover delayed installation after a delivery date has been provided. Also some resellers will charge you to cancel at survey stage. If you want to know more about the process PM me