topic Re: Mixed Messages On Full Fibre Availability in My Account/Billing

Mixed Messages On Full Fibre Availability

Terranova667 — Fri, 17 Jan 2025 18:15:42 GMT

Hi I wondered if anyone on staff could help, I got an email this morning from Openreach stating that my area was able to get Full Fibre, when I went to my members centre to see what was available there was no Full Fibre options, I checked other places like Zen and Talk Talk etc they came back as available and gave up to 900Mb, when I go to BT's Availability checker it comes back as no FTTP available, Yet I got a text less than an hour ago from EE (I'm with them for mobile phone) stating Full Fibre was available with a link to offers, I'm guessing maybe some kind of database error at Openreach or something is there any way to get that rectified so I know one way or another if indeed Full Fibre is available, thanks.

Re: Mixed Messages On Full Fibre Availability

outcast — Fri, 17 Jan 2025 19:08:53 GMT

@Terranova667 is there any chance that https://cityfibre.com/ can also supply FTTP at your address ?

- as that might explain why Zen and TalkTalk availability checkers show FTTP when the BT checker doesn't.

Re: Mixed Messages On Full Fibre Availability

Terranova667 — Fri, 17 Jan 2025 19:35:35 GMT

@outcast hi no they don't provided anything in my area so it's not that.

Re: Mixed Messages On Full Fibre Availability

outcast — Fri, 17 Jan 2025 19:43:55 GMT

@Terranova667 what does Openreach "Our Full Fibre Broadband Build Plans" show for your address ?

Re: Mixed Messages On Full Fibre Availability

dvorak — Fri, 17 Jan 2025 19:58:01 GMT

Moderators Note

This topic has been moved from Full Fibre to My Account / Billing

Re: Mixed Messages On Full Fibre Availability

bmc — Fri, 17 Jan 2025 20:09:39 GMT

@Terranova667

All ISP's use the same Checker to see what's available at an address. I can't understand why some are saying yes and some no.

I assume you used the following Checker.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Use the Address version, enter your post code and select your addres from the drop down list. Make sure this is the same address PN have for you. If it still says no, then check neighbouring properties.

Brian

Re: Mixed Messages On Full Fibre Availability

Terranova667 — Fri, 17 Jan 2025 20:51:53 GMT

@bmc Yes that is the BT checker i used that came back as not available for my address as well as the neighbours, it's why i think it could be a Database error on their part, but I don't know why Zen, Talk Talk and EE etc are showing available with offers of 900+Mbps and Plusnet and the BTW checker is not showing anything, something is off somewhere.

@outcast That is where I got the Openreach email from that said it was Available it shows up to 1600Mbps for my address.

Re: Mixed Messages On Full Fibre Availability

jab1 — Fri, 17 Jan 2025 20:56:20 GMT

@Terranova667 Some ISPs are quicker at updating their availability checkers/databases than others, and BTw can be very slow - although when my area was enabled, it only took them a couple of days - lightening fast.

Re: Mixed Messages On Full Fibre Availability

bmc — Fri, 17 Jan 2025 21:14:50 GMT

@Terranova667

I'd give it a couple of days to see if the Checker has been updated.

Have you checked the Address held by PN for you is correct and mates that shown in the Checker?

If nothing happens in a couple of days you could try phoning the PlusNet Customer Options Team on 0800 013 2632 to seee what they say.

Brian

Re: Mixed Messages On Full Fibre Availability

Terranova667 — Fri, 17 Jan 2025 21:20:00 GMT

@bmc Everything is correct and matches the address in the checker,

Thanks for the replies, I will give it a couple of days see if the BTw checker updates.

Re: Mixed Messages On Full Fibre Availability

Terranova667 — Mon, 20 Jan 2025 17:47:11 GMT

Can someone on staff look into this please, I got an email from Plusnet today saying full fibre is available with a link to offers yet when I go to the members page and check offers none are available just FTTC, also BTW still does not show full fibre available for my area, I don't know what's going on here 😕

Re: Mixed Messages On Full Fibre Availability

bmc — Mon, 20 Jan 2025 18:29:56 GMT

@Terranova667

A staff member should pick this up at some point but you would probably be quicker phoning the PlusNet Customer Options Team on 0800 013 2632

Brian

Re: Mixed Messages On Full Fibre Availability

Marsh — Tue, 21 Jan 2025 08:29:58 GMT

Hey @Terranova667,

Can someone on staff look into this please, I got an email from Plusnet today saying full fibre is available

I’ve checked the Wholesale Broadband Availability Checker (WBAC) and it shows that your address is in the planned state for FTTP. This is why you can’t place an order yet, as we only display products that are fully built in the area. However, when I checked the Openreach system, it indicated that it would be a KCI2 Assure install process, but it didn’t specify that it’s in the planned state. I am unsure why an email was sent out stating you could place an order but what I am going to do so I can get the newest information is raise a request with Openreach to double check the status of FTTP in your area once I have an update I will keep you updated by a ticket on your account

Re: Mixed Messages On Full Fibre Availability

Phantom — Tue, 21 Jan 2025 15:53:11 GMT

Having a similar situation here, our address with postcode ending 1PA shows no FTTP on BT's checker, but a minute or so walk down the road to a friends house at postcode ending 1PH can get FTTP. So weird, we're nearer to the local exchange and were likely passed by on the way...

If its possible to get a deeper look and the database updated if needed, so we can upgrade that'd be great

Re: Mixed Messages On Full Fibre Availability

bmc — Tue, 21 Jan 2025 16:13:21 GMT

@Phantom

Are you currently served by an underground copper cable or overhead?

If it's the latter, has anything been added to the pole that serves your house.

Brian

Re: Mixed Messages On Full Fibre Availability

Phantom — Tue, 21 Jan 2025 16:24:40 GMT

Pole-fed FTTC, good point.. it does look like there is a splitter on it. How to tell if its a fibre one?

Re: Mixed Messages On Full Fibre Availability

bmc — Tue, 21 Jan 2025 17:11:24 GMT

@Phantom

The unit is called a Customer Block Terminal (CBT). The pictures show both an underground and overhead CBT. The number of ports depends on the number of properties the pole serves.

There could be two reasons why FTTP is not yet available. One, the circuit for the pole has not yet been commissioned (perhaps a fault was found in testing). Or there is a database error so your house isn't showing as available.

Using the address version of the Checker look at all the properties served by the pole. You want to see WBC FTTP in the left hand column and Available to the right.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Brian

Re: Mixed Messages On Full Fibre Availability

RobPN — Tue, 21 Jan 2025 17:17:44 GMT

@bmc wrote:

@Phantom

The unit is called a Customer Block Terminal (CBT).

Or even 'Connectorised Block Terminal'.

Re: Mixed Messages On Full Fibre Availability

Terranova667 — Tue, 21 Jan 2025 18:09:13 GMT

@Marsh Thanks for looking into this, yeah it's a strange one to me, even if it's not available just yet be good to know one way or another.

Re: Mixed Messages On Full Fibre Availability

Anonymous — Tue, 21 Jan 2025 22:36:07 GMT

Would the "fixed" button be

https://yt3.ggpht.com/2yLLEuH0W8zhvuGZt0_mrIsB9VHy8wqc1_0c0pOum8VgVpQncfUem-5oMojrfsClQUALqwndIA=s176-c-k-c0x00ffffff-no-rj