topic Re: Moving house, no fibre??? in Full Fibre

Moving house, no fibre???

sturose — Thu, 27 Oct 2016 20:03:07 GMT

I am moving house in the next couple of weeks and was checking availability for my 76 meg fibre connection. According to plusnets website it is unavailable at my new home.

Strange thing is, each of the neighboring properties have fibre broadband available, it appears to be just my new home. It is not a new build house and it is on a main road so I would have thought all properties would have fibre available to them.

Any suggestions why just one house is omitted from receiving high speed internet?

Re: Moving house, no fibre???

jelv — Thu, 27 Oct 2016 20:08:25 GMT

Do you know the existing phone number of the house and one of the house that does have fibre? If you can find those look them up at http://www.dslchecker.bt.com/adsl/adslchecker.welcome If they same the same cabinet number at the top the explanation will be that all the ports in the cabinet are in use and you will either have to wait for one to be free or for OpenReach to add more capacity.

Re: Moving house, no fibre???

sturose — Thu, 27 Oct 2016 20:12:02 GMT

There is no phone currently active at the house and I have no idea about any of the neighboring properties so I can't check anything using phone numbers.

I have spoken to sky via live chat and they assure me that they can connect fibre to my new home. Unfortunately plusnet will not let me start a live chat regarding moving home though and I could not call them earlier.

Re: Moving house, no fibre???

Browni — Thu, 27 Oct 2016 20:12:04 GMT

What does this say about availability?

Re: Moving house, no fibre???

sturose — Thu, 27 Oct 2016 20:15:18 GMT

I don't currently have a phone line at the address so I can't check using that tool.

The address checker won't return any results and the postcode checker doesn't give availability for fibre.

Re: Moving house, no fibre???

Browni — Thu, 27 Oct 2016 20:23:22 GMT

Strange. I've just checked my own address and it shows fibre avaiability.

Re: Moving house, no fibre???

sturose — Thu, 27 Oct 2016 20:34:11 GMT

This is what I get when checking the address.

I'll check back tomorrow for any more replies. Gotta go now, been trying to sort this all evening!!!

Re: Moving house, no fibre???

Mustrum — Fri, 28 Oct 2016 02:14:04 GMT

You just need to go to the next step, put the postcode in, then pick the correct house details, you should then get what service is available. You will however need to order a phone to then be able to order fibre.

Re: Moving house, no fibre???

jelv — Fri, 28 Oct 2016 07:09:02 GMT

@Mustrum Read message no 5!

Re: Moving house, no fibre???

caravanj — Fri, 28 Oct 2016 09:44:00 GMT

The postcode check doesn't show fibre but the address check does.

Re: Moving house, no fibre???

sturose — Fri, 28 Oct 2016 10:20:34 GMT

@Mustrum @caravanj

The address check won't return any results at all for me. I have tried various methods and none of them show availability, even the openreach website doesn't list my address when I enter my postcode.

There must be an error on the openreach database as they do not even recognize my new house number at all. Like I said, sky have told me they can supply fibre to my new house but their website, plusnet site, BT site & any others I've tried will not recognize my address for fibre optic, only for standard broadband.

Re: Moving house, no fibre???

sturose — Fri, 28 Oct 2016 12:36:13 GMT

Any plusnet staff care to jump in here and assist me?

I've just had a very interesting chat with TT online chat and they also say that I can't have fibre because the "exchange is full"

Are they really trying to suggest that in a street with several hundred houses they have selected just 2 in the middle that are not going to be allowed access to high speed fibre broadband whilst the rest can all surf away at up to 76Mb?? I don't think so.

Somebody who can actually look into this farce for me PLEASE respond!!

Re: Moving house, no fibre???

HarryB — Fri, 28 Oct 2016 13:00:47 GMT

Unfortunately we can't promise fibre at an address that isn't showing any availability for fibre. I've seen it in the past where hoses on one side of the road have fibre but the other side doesn't. I've also seen people move in to homes where immediate next door neighbours have fibre, but the house in question was on another cab that didn't have fibre.

As there are no availability records showing on dslchecker.bt.com, we unfortunately can't offer the service. That's not to say you can't upgrade to it if it is available once records become available after a line is installed.

@sturose wrote:

Are they really trying to suggest that in a street with several hundred houses they have selected just 2 in the middle that are not going to be allowed access to high speed fibre broadband whilst the rest can all surf away at up to 76Mb?? I don't think so.

We're not necessarily saying that. It quite possible fibre is available for all the addresses, but without having availability records to confirm this, we're not going to promise fibre.

If there is a huge uptake of fibre in the area, it's also quite possible that the fibre cabinet could be at capacity, at which point we also wouldn't be able to provide fibre.

Re: Moving house, no fibre???

sturose — Fri, 28 Oct 2016 13:12:05 GMT

I understand what you are saying and I have also seen streets where half have fibre and the other half doesn't but this set up does not make any sense at all.

Nobody is going to tell me that in a street as large as the one I am moving too, every single other house apart from the one I am moving to has decided to take fibre optic broadband. There are hundreds of houses either side of mine and they all have access to fibre (checked dozens of homes at random)

This rather crudely drawn map should give you an idea of what I mean:

Surely there must be some mistake in the records and surely there is somebody that can check?

Re: Moving house, no fibre???

HarryB — Fri, 28 Oct 2016 13:15:24 GMT

sturose wrote:

Nobody is going to tell me that in a street as large as the one I am moving too, every single other house apart from the one I am moving to has decided to take fibre optic broadband. There are hundreds of houses either side of mine and they all have access to fibre (checked dozens of homes at random)

HarryB wrote:

If there is a huge uptake of fibre in the area, it's also quite possible that the fibre cabinet could be at capacity, at which point we also wouldn't be able to provide fibre.

As there are currently no availability records for the address in question, we unfortunately cannot promise fibre.

Re: Moving house, no fibre???

sturose — Fri, 28 Oct 2016 13:21:45 GMT

I am not asking for any promises, I am asking for somebody to actually pick up the phone and contact whichever technical department deals with this and check for me.

The alternative is that I simply cancel my subscription with plusnet (Who I have been with for about 3 years BTW) and go with sky who could actually be bothered to check and have stated that they WILL supply me with fibre broadband!

It makes absolutely no difference to me whatsoever who provides my internet service but it seems that these days most companies don't give a damn about customer retention!

Re: Moving house, no fibre???

HarryB — Fri, 28 Oct 2016 13:36:49 GMT

Can you PM me the full address and post code please.

Re: Moving house, no fibre???

HarryB — Fri, 28 Oct 2016 13:52:51 GMT

Thanks for the PM.

I've checked the address records and unfortunately your new address is Silver Key.

Essentially:

Gold Key = Up to date records, orders can be placed straight away.
Silver Key = There has been a line there previously, but as it has not been active there for some time, a survey will be required upon placement of the phone order before confirming what additional work is required to provide a service and what services can be provided.

Bronze Key = No records available. Survey required.

Unfortunately as the address is silver key, we wouldn't be able to confirm fibre availability until after a phone order has been placed and a survey carried out.

I'm sorry to say it's not a simple case of just picking up the phone and contacting whichever department.

Re: Moving house, no fibre???

sturose — Fri, 28 Oct 2016 13:59:23 GMT

Oh heck, that sounds like a very complicated process.

OK well I am certainly not going to place an order for a telephone line on the chance that I may be able to have a high speed connection. Unfortunately I will have no choice but to terminate my service with plusnet and move over to Sky as they are the only ones who have stated that they can provide me with fibre optic services. No idea why it is so much different for each ISP.

Re: Moving house, no fibre???

MisterW — Fri, 28 Oct 2016 14:14:36 GMT

move over to Sky as they are the only ones who have stated that they can provide me with fibre optic services

but surely Sky just provide Fibre via FTTC over the BT network like all the others (except for Virgin). So either they know something PN don't or they're being economical with the truth...