topic Re: Can't order Fibre (FTTC) but all okay at Openreach? in My Order

Can't order Fibre (FTTC) but all okay at Openreach?

Logan72 — Mon, 27 Dec 2021 13:13:50 GMT

Hi all - I'm stuck between Openreach confirming I'm okay to order fibre broadband with a provider but no provider able (so far) to fulfil my order.

No provider websites show that I'm able to order fibre broadband and I've had detailed discussions with two providers to no avail as they state it is not available. Openreach have confirmed twice in writing that FTTC is available to my home and I'm okay to order with providers, so they cannot help me any further.

There is nothing unusual about the property - house is in a newish cul-de-sac with all neighbours having access to, and majority using, fibre. I've just retained ADSL broadband on the landline until now.

Does anyone have any idea how I can progress this issue?

Thank you.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

MisterW — Mon, 27 Dec 2021 13:29:58 GMT

The Bt Wholesale checker https://www.broadbandchecker.btwholesale.com/#/ADSL is the definitive availability check. Put your phone number into it and post the results ( redact your phone number though as this is a public forum ) and we can perhaps advise the situation. Might also be useful to post the results from an address check rather than a phone number

Re: Can't order Fibre (FTTC) but all okay at Openreach?

bmc — Mon, 27 Dec 2021 13:57:50 GMT

@Logan72

This seems like it could be an address problem on the OpenReach database. If so, a PlusNet staffer can submit a request to get things sorted.

However, you need one to come along and pick up the thread first.

Brian

Re: Can't order Fibre (FTTC) but all okay at Openreach?

Mustrum — Mon, 27 Dec 2021 14:05:24 GMT

The problem with the Openreach checker is that it only shows the type of technology available at the address, but not the actual speed for ADSL or FTTC, nor if there is capacity available. As noted above, sight of the output from the BTW checker will help determine the issue.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

Logan72 — Mon, 27 Dec 2021 17:20:04 GMT

Thanks everyone.

No data available on the checker for the landline (it's not currently BT but was for many years and been in place for 20+ years). Address checker results attached.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

bmc — Mon, 27 Dec 2021 17:59:35 GMT

@Logan72

Use the Address version of the Checker to look at your neighbours. If FTTC is shown as available for them then it's a database address problem.

Brian

Re: Can't order Fibre (FTTC) but all okay at Openreach?

adam945 — Mon, 27 Dec 2021 18:58:02 GMT

Hello @Logan72

Thanks a lot for getting in touch and I'm sorry for the confusion caused here. If you'd like to send me a PM with your full address, and telephone number, we'll see if we can raise what we call a Pair Prove to Openreach, which gets them to check manually, and update the records to show that FTTC is available, if it's found to be.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

dvorak — Mon, 27 Dec 2021 19:56:23 GMT

Moderators Note

This topic has been moved from Fibre to My Order

Re: Can't order Fibre (FTTC) but all okay at Openreach?

Townman — Fri, 31 Dec 2021 12:50:14 GMT

@Logan72 wrote:

Address checker results attached.

That report only shows "FTTP on demand" which is an entirely different service to FTTC or FTTP. If BTOR are saying its available, but BTW are not then there are issues with BT's infrastructure records. @adam945 's advice to get a pair prove is your only way forward here.

Great that Plusnet are willing to pick up this poke at BTOR/BTW for you.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

Logan72 — Fri, 31 Dec 2021 14:07:36 GMT

Thank you @Townman.

Yes - with this moving boards, to PMs and still in progress I have not yet updated the thread. However I marked it as fixed as the suggestion, and then action, of a member of staff picking it up was exactly what I needed and hugely appreciated.

@Gandalf has followed it up in @adam945's absence and has been brilliant.

The latest is that BTOR again stated all okay to order with a provider, and an enhanced line characteristics check has also confirmed this. We are now awaiting a records query response from BTW.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

adam945 — Fri, 31 Dec 2021 14:18:23 GMT

Hello @Logan72

It's funny that this post just came through, I've literally just been chasing this up for you. Unfortunately, BT Wholesale's TAGS Team have closed the query raised by @Gandalf as they'd require a landline number. I've now re-raised it, providing them with your landline umber, even though you aren't currently on the BT Network. I'll review this again for a response on Sunday when I'm next in, really sorry for the length of time this is taking.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

adam945 — Sun, 02 Jan 2022 09:16:16 GMT

Ugh, bit of bad news @Logan72, in that T Wholesale are being a little difficult when trying to get the records changed for your postcode. They're trying to locate your specific line, but with you not being on the BT Network at the moment, are having difficulties. I'm continuing to liaise with @Gandalf to figure out the best way forward, and we'll continue to work on this, and will keep you updated.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

Logan72 — Sun, 02 Jan 2022 12:50:46 GMT

Thank you @adam945.

Suffice to say I'll be placing the fibre order with yourselves if and when it gets sorted.

Still a little unbelievable the BT companies thing sn't it? ie:

you'd think it's straightforward;

the different arms of what is effectively the same company not working together/in a joined up way;

the fact that the situation hasn't improved in 20 years;

those companies are still in control of the underlying infrastructure/pulling all the strings despite a market share of customers of upto only one third?

that plusnet is closely linked to BT but suffer the same frustrations.

I will pursue it.

Thanks again both and I look forward to seeing what you/we can achieve.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

adam945 — Sun, 02 Jan 2022 13:09:41 GMT

No problem at all @Logan72

As far as the time that I've worked here, BT Wholesale have always worked independently from Openreach, it's sometimes quite frustrating for us too when it comes to chasing up orders / faults!

Re: Can't order Fibre (FTTC) but all okay at Openreach?

Gandalf — Tue, 04 Jan 2022 09:41:34 GMT

Hi @Logan72

Having done some digging with our suppliers, this appears to be a records issue in Openreach’s systems, which is stopping BTW’s systems from updating.

I’ve submitted an ORDI (OpenReach Data Integrity) request to check things out in more detail and we should receive a reply within 3 to 5 working days.

As soon as we know more we’ll be sure to let you know

Re: Can't order Fibre (FTTC) but all okay at Openreach?

Townman — Tue, 04 Jan 2022 10:16:40 GMT

Really odd way of doing business here...

An ISP places an order for broadband on their supplier BT Wholesale
BT Wholesale attempts to place an order on their supplier BT Openreach
BT Wholesale's order on their supplier fails due to a poor record keeping issue in their supplier's business systems
Instead of fixing their order with their supplier, BT Wholesale bounces the order back to their customer - the ISP
The ISP then needs to go fix the issues with BT Openreach (BT Wholesale's supplier) with whom in this context they have no commercial relationship

Well it is January, so I guess this must be pantomime season - but hey we see this farce all year round!

Re: Can't order Fibre (FTTC) but all okay at Openreach?

Gandalf — Tue, 04 Jan 2022 10:21:51 GMT

@Townman

The problem here is the records with the phone line which BTW haven’t got influence over as they’re a broadband supplier, so they have to ask us to submit the ORDI.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

Townman — Tue, 04 Jan 2022 10:28:31 GMT

@Gandalf

I understand that, but it is THEIR order with THEIR supplier which has failed. THEIR failure to manage the issue THEY encountered causes delays and complications for all involved.

THEY need to own the failure in order process and deal direct with BTOR until between them they can process the order successfully. We both know of cases where an order fails repeatedly requiring the ISP to act as a messenger boy between the two supplier divisions repeatedly, each ORDI or bridge case taking 48 or more hours. This is a cost burden on the ISPs, to say nothing of the potential PR damage.

It is a farce, it makes ISPs look bad and it does need to be "called out" for what it is.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

Gandalf — Tue, 04 Jan 2022 10:31:18 GMT

Appreciate it’s complicated but our broadband suppliers have no visibility over the records of a phone line.

Re: Can't order Fibre (FTTC) but all okay at Openreach?

Gandalf — Wed, 05 Jan 2022 12:43:34 GMT

Heya @Logan72 Just to follow up here following our private message conversation, I'm really happy to see through submitting the ORDI and raising a case to Openreach's systems support helpdesk that the records issue has been sorted now and fibre's showing as available.

If you decide to place an order with us, feel free to let us know and we'll be happy to keep an eye on it for you.