topic Re: broadband not available in My Order

broadband not available

glocs_clogs — Mon, 26 May 2025 06:25:04 GMT

Hi,

When I check BT wholesale, I am getting the below message.

"We cannot determine broadband availability at this location. This may be a new address to which connectivity is not yet complete."

but when I check my immediate neighbour's house, I can the status as attached.

We are moving into the property on 7th June. The landlord says previous tenants have used VM, Vodafone and Plusnet. Do you advise me that I should for a contract and book a installation?

Thanks in advance.

Re: broadband not available

MisterW — Mon, 26 May 2025 06:42:53 GMT

@glocs_clogs

Every property should have an allocated UPRN ( Unique property reference number ) , try finding yours from here https://www.findmyaddress.co.uk/search and then use that in the BTw checker and see what results that gives

Re: broadband not available

glocs_clogs — Mon, 26 May 2025 06:59:25 GMT

@MisterW thank you very much for quick reply

UPRN 1000XXXXXX on Exchange unknown

Re: broadband not available

Baldrick1 — Mon, 26 May 2025 07:20:05 GMT

Moderator's note:
Thread moved from Broadband to My Order

Re: broadband not available

glocs_clogs — Mon, 26 May 2025 07:37:27 GMT

I have checked on BT wholesale with UPRN but it says UPRN 1000XXXXXX on Exchange unknown

While my neighbours shows as attached.

Thanks in advance.

Re: broadband not available

MisterW — Mon, 26 May 2025 08:11:50 GMT

@glocs_clogs sounds like there's either a problem with the address you are using or a problem with the Openreach/BTw database.

Is there any possible confusion with the address e.g house name/number ?

When using the BTw address checker, if you enter the postcode is there an alternative entry in the list of addresses ?

Re: broadband not available

Baldrick1 — Mon, 26 May 2025 09:03:24 GMT

@glocs_clogs wrote:

I have checked on BT wholesale with UPRN but it says UPRN 1000XXXXXX on Exchange unknown

Assuming the Xs are your sensible edit to hide your location, does the map accurately show your property?

Have you also checked for alternatives by just entering the post code in the address finder?

Re: broadband not available

bmc — Mon, 26 May 2025 10:18:26 GMT

@glocs_clogs

I suspect an OpenReach database error. If so you need either a staff member to pick up this thread soon or phone support.

PN can request an ORDI check from OR to see what that says.

Brian

Re: broadband not available

glocs_clogs — Mon, 26 May 2025 11:18:41 GMT

It's a row of semi-detached houses on the map. Mine is no 4. It could be either 3 or 4. I have checked all address under my my pincode. It does'nt look like there are any alternative addresses matching mine.

Thanks

Re: broadband not available

glocs_clogs — Mon, 26 May 2025 11:22:59 GMT

@bmc I have not bought any broadband package from PN. I am able to choose a broadband package inspite of BB not available at the address on PN website.

I am going to move into the property on 7th June. How should I go about this? Does PN raise an ORDI check from OR only when I buy a package from PN?

Re: broadband not available

bmc — Mon, 26 May 2025 11:27:03 GMT

@glocs_clogs

If you can place an order then something is clearly off. The order could be accepted and then cancelled once OR start doing checks.

Try phoning the PlusNet Customer Options Team on 0800 013 2632 to see what they say.

Brian

Re: broadband not available

glocs_clogs — Fri, 06 Jun 2025 11:20:05 GMT

@Baldrick1

@Windings has raised a Openrequest on 27th May about broadband unavailablility at my property but all my neighbours have bb available. Openreach has still not come back to me on this. Is there anyway, I could ask them to look at this at the earliest?

Thanks in advance.

Re: broadband not available

bmc — Fri, 06 Jun 2025 13:59:26 GMT

@glocs_clogs

Login to your PN Memebrs page and see if there's any update on the open question that @Windings will have raised to cover the OR query.

OR respond to PN, not you.

Brian

Re: broadband not available

glocs_clogs — Fri, 06 Jun 2025 15:04:53 GMT

@bmc

I checked BT wholesale website about 2 hrs back for my property, there is full fibre available now 😇 . thank you very much for your help. OR has responded and resolved the query ..