topic Re: Cannot order fiber in My Order

Cannot order fiber

236 — Wed, 01 Jan 2025 13:43:05 GMT

Openreach site says we can get 1600Mbs. But we cannot order it from Plusnet or any other ISP.
No luck on the phone, they are "blaming" one another. Been trying for two months. Email from openreach: -

Thank you for your recent enquiry, via openreach.com regarding the availability of fibre broadband.

I’ve looked into your enquiry and can confirm that Ultrafast Full Fibre Broadband is available to order, however your service provider will first have to raise a cable link request via BT wholesale in order to have their equipment linked to ours in the exchange (if they have any issues with this please ask them to contact us directly for assistance).

All you need to do to place an order is contact any one of the hundreds of broadband providers who are powered by our network, as Openreach doesn’t provide phone, broadband or TV services directly.

You can find a list of broadband providers here:

Ultrafast Full Fibre Broadband providers

I will close your enquiry, as our records show you can now place an order. If your broadband provider has any issues please ask them to contact us directly.

If you need to contact us further please use the following link, as the email account I’m writing to you from doesn’t accept replies

Re: Cannot order fiber

jab1 — Wed, 01 Jan 2025 13:51:59 GMT

@236 Welcome to the forums. For Community members to help you, can you please post screenshots from either BT Broadband - obscuring your phone number, or BT Broadband - Address - obscuring your address? In either case, please post the full report.

Re: Cannot order fiber

bmc — Wed, 01 Jan 2025 13:54:14 GMT

@236

New one on me.

What does the following say? You're looking for WBC FTTP in the left hand column and Available over to the right. There may also be a narrative below the results window regarding FTTP.

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

Brian

Re: Cannot order fiber

236 — Wed, 01 Jan 2025 14:07:14 GMT

Thank you for a swift response.

Screenshots attached from Openreach and Plusnet. And another from the link you kindly provided.

Cheers.

Re: Cannot order fiber

jab1 — Wed, 01 Jan 2025 14:10:29 GMT

@236 According to that one screenshot - you cannot get Full Fibre.

Re: Cannot order fiber

Townman — Wed, 01 Jan 2025 14:14:36 GMT

There are lots of technical services available over BT’s network, but that does not oblige all ISPs to market them. 1.6Gb might indeed be available on the network, but not all ISPs are offering the service.

One wonders why this is actually needed in a residential setting. Business needs might be different.

EDIT: The appearance of the BTOR service availability report (whilst typing) points to other considerations. If immediately near neighbours have FTTP then there’s an issue with BTOR’s availability database. That’s not an uncommon problem.

Re: Cannot order fiber

236 — Wed, 01 Jan 2025 14:14:59 GMT

Thank you. So, going back to email from Openreach, some other ISPs might sell it?

Seems odd that they put all that stuff on the top of the pole if it can't be used? Virgin keep knocking on the door, but I don't want to give money to them.

Re: Cannot order fiber

Townman — Wed, 01 Jan 2025 14:17:40 GMT

See updated post - FTTP is not available to your premises from any supplier using BTOR’s network. I recommend getting back to the sender of the letter asking that they go double check their (apparently) broken data base. Send the screen shot.

Re: Cannot order fiber

jab1 — Wed, 01 Jan 2025 14:19:22 GMT

We can only go on the information you provide, and that screenshot does not offer any Full Fibre options. Maybe the infrastructure is not fully operational at the moment, it does take a little time to complete.

Re: Cannot order fiber

bmc — Wed, 01 Jan 2025 14:25:11 GMT

@236

Thanks for the information.

As other's have stated FTTP is not available according to the Checker hence no ISP that uses OR for their network can offfer a service.

Use the Address version to check neighbouring properties. If they can get FTTP it points to a database issue.

Brian

Re: Cannot order fiber

236 — Wed, 01 Jan 2025 14:38:12 GMT

I've just stepped through all the ISPs listed on OR. A few others say no, but I've just ordered 910Mbs from Vodafone (1.6 was a bit too pricey, and as you say not needed at home). Voda are paying my exit fees too.

Thanks all, good luck, and happy new year.

Re: Cannot order fiber

dvorak — Wed, 01 Jan 2025 18:59:57 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: Cannot order fiber

236 — Wed, 01 Jan 2025 20:04:52 GMT

Dude! I've just related this to "there are lots of protocols running on the internet, the web is just one of them".
It's not a case of when the first ISP asks for a connection to the new fibre infrastructure, it's available to all ISPs. It's already there anyway.
But, like a firewall, each ISP has its own port. And they have to pay to keep it open.
And it's up to them to decide whether they can pass on the rent from openreach and still make a profit. And I can say with some certainty, that I am the only person in my postcode that is "likely" to buy it.
So Plusnet don't pay, and I can't buy.
The openreach website is, therefore, the single source of truth.
And the moral of the story is: if Vodafone will pay the rent for a whole street, knowing only one house is going to buy it. They are making a loss on that street. But they are far too big to care.

Re: Cannot order fiber

Townman — Wed, 01 Jan 2025 20:20:50 GMT

“The openreach website is, therefore, the single source of truth.”

Which website?

That however is utterly wrong. We have seen dozens of cases when individual properties within a postcode report FTTP as not being available whilst their neighbours do have it.

Similarly there are cases where check by phone number and check by address report differing availability. I’ve seen similar with differing availability into the same building - one service available to the business (down stairs) not available to the flat above.

Openreach’s database has repeatedly been shown to be flawed, thus it is not a single source of anything, let alone truth. Searching by phone number and by address often delivers different results.

Did you check availability in the neighbourhood ? The report you posted did not indicate that FTTP is available - was that search by phone number or address? It will be interesting to see how far your order progresses.

Re: Cannot order fiber

jab1 — Wed, 01 Jan 2025 20:30:39 GMT

@Townman The search was an 'address' one.

Re: Cannot order fiber

236 — Wed, 01 Jan 2025 21:00:46 GMT

“The openreach website is, therefore, the single source of truth.”

Which website?

>> The Openreach website? The one in one of the three screenshots posted in my first response to John.

That however is utterly wrong. We have seen dozens of cases when individual properties within a postcode report FTTP as not being available whilst their neighbours do have it.

That's because they have different ISPs. Some of them have paid Openreach to supply it, but others haven't.

The stuff that the government is paying Openreach to put in works for all houses (otherwise they wouldn't put it in). It's up to you to find an ISP that will in turn, sell it to you.

Re: Cannot order fiber

jab1 — Wed, 01 Jan 2025 21:11:56 GMT

@236 The vast majority of properties are served by BT/OpenReach as BT, or Virgin, until fairly recently were the only infrastructure providers

You only actually posted one screenshot, which showed you could only get FTTC from OpenReach.

TBH, the rest of your above post does not make sense.

Re: Cannot order fiber

236 — Wed, 01 Jan 2025 21:26:55 GMT

Sorry, John.

Presume multiple screenshots only uploaded the last one? Here's the one that should've been included.

The other one is just PlusNet saying max = 72.

Re: Cannot order fiber

Townman — Wed, 01 Jan 2025 21:34:40 GMT

If BT have put the infrastructure in place, it’s available to ANY ISP who resells BT Wholesale services. Some ISPs use other service providers’ infrastructure as well as BT’s.

Not all ISPs sell all of BT’s products - for example at the moment Plusnet does not offer the 1.6Gbps service … possibly because it’s not deemed to be a residential grade service.

Re: Cannot order fiber

236 — Wed, 01 Jan 2025 21:37:06 GMT

I see THANK you for the CAPITALISED emphasis.

The fact remains that Plusnet don't sell anything in between 1600Mbs and 72Mbs.