topic Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error in Full Fibre

Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

pmorant1 — Thu, 23 Jul 2026 15:34:05 GMT

Hi Plusnet Support Team,

I am an existing Plusnet customer and I would like a staff member to raise an ORDI (Openreach Data Integrity) address query on my behalf.

I have tried calling customer service, but the frontline phone agents were unable to assist with database modifications.

There is an error in the OpenReach database regarding my property's FTTP availability.

An Openreach engineer explicitly confirmed to me in person today that my property is physically built, surveyed, and fully capable of receiving FTTP.

Furthermore I believe some of my neighbours are already connected to Openreach FTTP.

Despite this, the database is preventing me from upgrading my account.

My details:

Current Account Username: [Removed]

Address & Postcode: [Removed]

Could a forum moderator please escalate this directly to the Openreach Address Matching Team to revalidate my UPRN (Unique Property Reference Number) and update my property to "WBC FTTP Available"?

Thank you very much.

Philip Morant

Moderator's note by Mike (Mav): Personal information removed from a public forum (to an area that staff can see).

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

jab1 — Thu, 23 Jul 2026 15:29:44 GMT

without revealing your address or other personal details (which I have requested be removed from your initial post), what does either https://www.broadbandchecker.btwholesale.com/#/ADSL or https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome state for your address?

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

pmorant1 — Thu, 23 Jul 2026 15:36:35 GMT

hi,

Screenshot attached.

I think I am right in saying that this confirms my property has been built for fibre, but Openreach failed to flag the final database marker (a "KCI2" completion notification) to move the address from the planning stage to the active stage.

Thanks

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

jab1 — Thu, 23 Jul 2026 15:40:32 GMT

Interesting you say other neighbours can get FTTP - have you checked (using the address version of the look-up tool) what their status is?

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

pmorant1 — Thu, 23 Jul 2026 15:44:30 GMT

yes, see attached screenshot.

my neighbour has a WBC FTTP row, while I don't. also they have KCI2 Assure, while I don't.

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

jab1 — Thu, 23 Jul 2026 15:46:57 GMT

OK, I'll flag this to someone who may be able to sort it.

@Gandalf - one for you?

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

pmorant1 — Thu, 23 Jul 2026 15:51:27 GMT

Many thanks !

Do I need to do something to remove personal details from this thread?? Your earlier post suggested this, if I understand correctly.

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

jab1 — Thu, 23 Jul 2026 15:53:08 GMT

No problem.

The personal information has been deleted by a mod.

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

Dan_the_Van — Thu, 23 Jul 2026 16:04:45 GMT

@pmorant1

Before your address was redacted I noted the post code.

It appears 2.4.6.8 can get Full Fibre, everyone else is "We have no plans to build Full Fibre to this property yet"

see https://www.openreach.com/fibre-checker

The results for the Broadband Availability Checker for those four properties gives this narrative

"Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Pre built to curtilage Hard.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme"

Other addresses I have checked are all FTTP On demand.

It might be down to cost why it's not available to you OR the data base is wrong

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

pmorant1 — Thu, 23 Jul 2026 16:08:38 GMT

It's not cost. OpenReach have already done the earthworks for this property. I know because I had to dig a trench in my front garden for them to lay the cable. The OpenReach engineer this morning told me very clearly (I asked twice, for max clarity) that installing fibre is a trivial operation for this address.

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

jab1 — Thu, 23 Jul 2026 16:08:38 GMT

Thanks, @Dan_the_Van - hope I haven't sent @Gandalf on a wild goose chase.😉

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

pmorant1 — Thu, 23 Jul 2026 16:18:42 GMT

For further background on why this has gone wrong on OpenReach's database :-

They did the earthworks at a time when my address had had persistent connection problems over years and years (it's an old aluminium line, not copper) and multiple engineers had failed to find the problem. The earthworks were a last resort. However at the time there was no fibre line from the exchange to this street. My guess is that this is what prevented OpenReach from performing the KCI2 - a computer form validation issue.

I was not aware until today that there is now a fibre line along the street.

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

Dan_the_Van — Thu, 23 Jul 2026 16:20:08 GMT

@pmorant1

In that case it could be an error or there is still some outstanding work to do beyond your property/road for Fibre to be available.

Hopeful @jab1 tag will clarify.

Re: Request for ORDI / Openreach Address Query - Existing Customer FTTP Error

pmorant1 — Thu, 23 Jul 2026 16:22:48 GMT

No, I don't think so. The OR engineer this morning could not possibly have been any more clear. He said it's all in place and ready to go.