Request for ORDI / Openreach Address Query - Semi-Detached FTTP Database

[#1]

Hi Plusnet Support Team,

I am an existing Plusnet customer and need a staff member to raise an ORDI (Openreach Data Integrity) address query on my behalf. [1]

The Openreach database contains an error regarding my property's FTTP availability. The checker currently states "we have no plans to build fibre to this address", but this is a database omission: 

• Neighbouring Property: I live in a semi-detached house. My immediate semi-detached neighbour already has active Openreach Full Fibre, with the Customer Splice Point (CSP) box physically mounted on our shared party wall.
• Physical Infrastructure: The fibre cables pass directly past my door. There is an Openreach chamber located in the verge immediately outside containing a secondary node. [1]

The physical infrastructure is complete and active, but my specific address entry has been missed in the database rollout. Could a forum moderator please escalate this to the Openreach Address Matching Team to have my UPRN validated and matched to the active fibre build? 

Thank you.

---

[#2]

@JHA1E 

You might be quicker using this form

https://www.openreach.com/forms/fibre-broadband-availability---customer-form 

Brian

[#3]

Already done  that but no response from OR.

[#4]

@JHA1E 

You should get a reasonably quick acknowledgment of the request and an answer within 5 working days.

Check your spam folder. If nothing there consider trying again.

Brian

[#5]

Hopefully @JHA1E you put in the form "my neighbour has fttp and i haven't" instead of the "request for ordi"

[#6]

I came here with exactly the same issue, having terminated my landline.
When I checked a few months back, plusnet were showing all of the FTTP speed options, but now it's not available.
Openreach claims "We have no plans to build Full Fibre to this property yet"
My neighbour (other half of my semi) has FTTP, the house the other side is empty and the next-but-one also has FTTP.
The duct manhole cover for all of us is right outside my front drive.
I opened a database error request with openreach and the person just closed it giving a canned response (case QIS832590).
We are all served by the same cabinet, Twickenham Cabinet 13.

Moderator's note:
Attachments show personal information so removed from a public forum (to an area that staff can see).

[#7]

---

@edrandall wrote:

I came here with exactly the same issue, having terminated my landline.
When I checked a few months back, plusnet were showing all of the FTTP speed options, but now it's not available.
Openreach claims "We have no plans to build Full Fibre to this property yet"
My neighbour (other half of my semi) has FTTP, the house the other side is empty and the next-but-one also has FTTP.
The duct manhole cover for all of us is right outside my front drive.
I opened a database error request with openreach and the person just closed it giving a canned response (case QIS832590).
We are all served by the same cabinet, Twickenham Cabinet 13.

---

Use the form link earlier in the thread, and use "i can't get broadband but my neighbours can" drop down.  Simply state your neighbour can and you can't. provide the urpn for the other side of the semi. You may find a bog standard reply - you can reply to the email.

Also fttp is not provided by a cabinet(99% of the time and certainly not in london), it goes straight to the aggreation node then onto your nearest handover exchange

[#8]

I'm saying I literally did exactly that, they opened case QIS832590 and closed it a week later with a canned reply.
I'll open another one again but I don't hold out any hopes of getting anywhere.

[#9]

---

@edrandall wrote:

I'm saying I literally did exactly that, they opened case QIS832590 and closed it a week later with a canned reply.
I'll open another one again but I don't hold out any hopes of getting anywhere.

---

yes they have a standard email template but the email adress is replyable to. I have delt with that system. Also if they don't have any responses they close the ticket.

[#10]

This was the original reply, no suggestion that one could reply to it, classic helpdesk ticket -closing response.

Hello E--------- ,

Thank you for your recent enquiry regarding the availability of full-fibre broadband at your property.

As we continue to roll out Fibre to the Premises (FTTP) across the UK, we’re finding that some addresses are particularly challenging to connect. This can be because of where the property is situated, its proximity to our existing network, or the complexity of the engineering work required. Our plans are continually under review to ensure we’re making the best possible progress and delivering a great experience for all our customers.

From time to time, connecting certain premises isn’t immediately possible, and in these cases, we might need to temporarily remove some addresses from our FTTP network, meaning fibre can’t be ordered at the moment. Please be assured, this does not necessarily rule out future availability. We will keep your premises under review and continue to explore options to connect as our network grows and additional surveys are carried out.

I understand how important fast and reliable broadband is, and I can only apologise for any disappointment this may cause.

Please do check our website periodically for updates, as any changes to the availability will be reflected there.

This link also gives you the opportunity to register your interest which will then allow us to keep you updated with progress -

Fibre availability enquiry | Openreach

We will now close your enquiry, If you have any further questions, or if there’s anything else we can help with, please don’t hesitate to let me know by raising a new enquiry. 

Kind regards, 

P------------------
Fibre enquiries

Infrastructure solutions customer service
Openreach

Web: openreach.co.uk

[#11]

@edrandall 

Unless there's a capacity issue I can see no reason why you can't get FTTP. Make sure you mention that your neighbour can get Full Fibre and appears to be served by the same manhole as you.

Brian

Edit : Due you live in a house or a flat?

[#12]

Moderator's note:
Thread moved from Full Fibre to Everything Else

[#13]

---

@bmc wrote:

@edrandall 

Unless there's a capacity issue I can see no reason why you can't get FTTP. Make sure you mention that your neighbour can get Full Fibre and appears to be served by the same manhole as you.

Brian

Edit : Due you live in a house or a flat?

---

@bmc the images @edrandall shows partial DIG. So what might have happened even though its a semi, that it costs became too much for it to be available. It also could be a DB error in terms of avialablity !

@edrandall has to go and reply to the OR's email 

[#14 · Accepted solution]

Just received an email from OR saying that there is a database error which is being fixed and that I can order Full Fibre!

[#15]

@JHA1E 

Good news - thanks for sharing.

Brian