topic Re: Confused why Full Fibre is not available to me. in Full Fibre

Confused why Full Fibre is not available to me.

T1m0thy — Wed, 05 Nov 2025 11:09:36 GMT

I had an email from openreach back in Feb saying Ultrafast Full Fibre is now available at my address and about a month later had a similar email from PlusNet. I have only just got around to upgrading but the Full Fibre option is not available to me on the PlusNet website, or any other ISP website. The strange thing is, a few of my neighbours have recently upgraded to Full Fibre and of the 7 houses on my street I am the only one who doesn't have an option to upgrade. So I think either there is an error somewhere in regards to my address or perhaps there is no remaining capacity now that my neighbours have upgraded? I notice that I have another email from openreach in Oct saying "You might have seen our vans in your area as our engineers are working to upgrade our broadband network to Full Fibre. Our plans to build to this property aren't confirmed yet, but they could be soon." so maybe my house has been removed from the list for some reason. Any idea who I should contact to resolve this or find out the reason? I called PlusNet customer service but they were clueless.

Re: Confused why Full Fibre is not available to me.

jab1 — Wed, 05 Nov 2025 11:14:49 GMT

@T1m0thy Could you post (as an attachment) the full output from here: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome , obscuring your address, please?

Re: Confused why Full Fibre is not available to me.

Townman — Wed, 05 Nov 2025 11:26:35 GMT

The easiest fix here might be to call COTS explain your situation and ask them to raise a database check with BTOR...

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Call this number 0800 432 0080 and press 2 and it takes you straight to a Sales/COT advisor. You get two simple options of 'are you an existing member' or 'are you new'.

Open

8am - 8pm Monday to Friday
9am - 7pm Saturday
9am - 6pm Sunday

Re: Confused why Full Fibre is not available to me.

T1m0thy — Wed, 05 Nov 2025 12:34:25 GMT

@jab1 I've attached the output, many thanks

Re: Confused why Full Fibre is not available to me.

jab1 — Wed, 05 Nov 2025 12:39:39 GMT

Cheers, @T1m0thy . Just to confirm that @Townman 's suggestion is worthwhile, can you do the same for one of the houses who appear to have FTTP?

Re: Confused why Full Fibre is not available to me.

T1m0thy — Wed, 05 Nov 2025 12:49:15 GMT

@jab1 thanks I will give @Townman's suggestion a go too. Attached is the output for my neighbour.

Re: Confused why Full Fibre is not available to me.

jab1 — Wed, 05 Nov 2025 12:55:58 GMT

Good idea, @T1m0thy , but be aware that if your connection is the same as your neighbour (part DIG), your installation could take a while if any work is needed outside your property boundary - on public/council land, for instance)

Re: Confused why Full Fibre is not available to me.

bmc — Wed, 05 Nov 2025 13:04:18 GMT

@T1m0thy

It does look like it's a database error. PN staff can request OR to do a ORDI (OpenReach Database Integrity) check.

What does the OR site say for your house - www.openreach.co.uk

Brian

Re: Confused why Full Fibre is not available to me.

Baldrick1 — Wed, 05 Nov 2025 13:36:11 GMT

@T1m0thy

Do the houses in your street have sequential numbers or names? Named properties are more likely to have problems due to differences between the original BT and current Openreach registered addresses.

Re: Confused why Full Fibre is not available to me.

T1m0thy — Mon, 10 Nov 2025 12:17:15 GMT

So I rang the PlusNet contract team and they basically said the Openreach database says Full Fibre is not available and they will be constructing in my area soon... I explained how I thought it was an error and whether they could contact Openreach about this but they said they couldn't and that I just need to wait until construction is finished and this is a common issue that they see. It turns out there is one other house on my street that can't upgrade as well, so maybe what they say is true, although I have my doubts that Openreach will be returning to do further construction especially 9 months since the initial installation on our street. So I guess I just wait and see or contact another ISP to see if they are more willing to contact Openreach.

Re: Confused why Full Fibre is not available to me.

jab1 — Mon, 10 Nov 2025 12:28:53 GMT

@T1m0thy wrote:

So I rang the PlusNet contract team and they basically said the Openreach database says Full Fibre is not available and they will be constructing in my area soon... I explained how I thought it was an error and whether they could contact Openreach about this but they said they couldn't and that I just need to wait until construction is finished and this is a common issue that they see.

A little disturbing to hear that response - they are able to raise an ORDI request.

Re: Confused why Full Fibre is not available to me.

MisterW — Mon, 10 Nov 2025 12:39:53 GMT

@T1m0thy you could try this Openreach form https://www.openreach.com/forms/fibre-broadband-availability---customer-form

Re: Confused why Full Fibre is not available to me.

jab1 — Mon, 10 Nov 2025 12:54:11 GMT

@MisterW The OP could try that form, but are Plusnet not capable of, or willing to help their customers?

Re: Confused why Full Fibre is not available to me.

Baldrick1 — Mon, 10 Nov 2025 14:41:58 GMT

@T1m0thy

There are two reasons why this can happen:

!. Full Fibre is not yet available to your property, either by design or accidental omission.

2. There is a mismatch between the address recorded in the BT records against which your current service is supplied, and the latest Openreach records. This can result in double entries in the https://www.broadbandchecker.btwholesale.com/ database. This is by far the most likely cause if Openreach have advised that Full Fibre is available at your property.

Whilst asking Plusnet to do an ORDI check should resolve this, you can be pro-active and do some checks yourself by following the following steps:

Using https://www.findmyaddress.co.uk/search. make a general search of your locality seeking the correct house name/number disregarding the rest of the address.

If this doesn’t work try entering the street/road name and look down the list of properties. Alternatively, try the post code. It’s a case or running to earth where the mismatch lies. The database will work off minimal information. I have found that by entering the name of our village it lists every property!

Once you find a likely match click on it and a map will appear showing the exact location of the property, the address recorded by Ordnance Survey and most importantly the UPRN. This is the data used by Openreach, not the address on your Plusnet account.

Armed with this knowledge return to https://www.broadbandchecker.btwholesale.com/ and enter the UPRN. See if this tells you if Openreach has made provision to your property.

I have had experience of this getting results where a promised ORDI search received no response. In this instance there was a difference in both the road name and Post Code, due to the property being on the junction of two roads. To get the problem resolved quickly the upgrade was put through as a ‘change of address’ with Full Fibre to be provided at the new address.

Re: Confused why Full Fibre is not available to me.

bmc — Mon, 10 Nov 2025 14:49:22 GMT

@T1m0thy

I would phone PN again and DEMAND an ORDI check. If your neighbour can get it then the infrastructure required is in place.

Brian

Re: Confused why Full Fibre is not available to me.

jab1 — Mon, 10 Nov 2025 14:52:23 GMT

@bmc Agreed. Someone here is playing silly beggars, and I don't think it is the OP.

Re: Confused why Full Fibre is not available to me.

Baldrick1 — Mon, 10 Nov 2025 15:03:58 GMT

But who is playing 'silly beggars'? What if there is a serious mismatch that can't be easily identified without local knowledge, resulting in 'the computer says no' response?

I find that taking a pro-active approach and trying to find the cause of a problem, and then passing the information back, can be more effective then throwing tantrums and demanding a solution.

Re: Confused why Full Fibre is not available to me.

jab1 — Mon, 10 Nov 2025 15:07:05 GMT

@Baldrick1 That is a good question, but if the property already has a service, it should be on the OR database - or am I missing something blindingly obvious?

Re: Confused why Full Fibre is not available to me.

bmc — Mon, 10 Nov 2025 15:14:21 GMT

Running an ORDI check may solve the problem or rule out a simple database error. Either way, it's worth doing.

Brian

Re: Confused why Full Fibre is not available to me.

Baldrick1 — Mon, 10 Nov 2025 15:18:47 GMT

@jab1

In the case that I sorted there were two entries in the https://www.broadbandchecker.btwholesale.com/ database. The one recorded by looking up the address on the broadband bill, which I noted did not include a UPRN. It therefore did not appear in Ordance Survey records, i.e. it was a phantom property. The second entry that I found had a UPRN that matched the location shown on the OS map and showed full fibre to be available.

That is why I asked the OP earlier about the form of the property address as this can happen when fill in properties are built in a road.