This really isn't making sense. If the Checker says not available how have your neighbours been able to order Full Fibre
Its as though the BTw database has reverted to an older version which is based on the old U/G infrastructure!
It must have updated at some point to cover the new FTTP O/H supply, otherwise the neighbours couldnt have ordered it. Data for their addresses would have been updated to 'ONT exists with active service...' at some point but all that seems to have been 'lost' .
Hopefully the Openreach form may produce results.
Note, reading through the form their is a link to an Openreach (as opposed to BTw) checker https://www.openreach.com/fibre-checker . @Alfaman if you haven't already , it may be worth checking with that. I dont know if that works off the same data but it would be interesting to check.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
