Can't upgrade to fibre extra as exchange does not have the capacity for 76mb. Can this happen?

[#1]

Hi

I tried to upgrade to Fibre Extra, I almost went for it when the exchange was enabled in March but decide to wait as the salesperson said I could upgrade at any time.

When I go into the online portal it says:

Unlimited Usage Allowance

n/a - n/a * download speed (estimated)

n/a - n/a * upload speed (estimated)

*A temporary fault has stopped us checking your line speed. This doesn't affect your order. If you're happy to continue without a line speed estimate, please click continue below. Alternatively, call our support team.

There was not continue button so I rang up and was told I can't upgrade as the exchange does not have the capacity for fibre extra. (76mb)

Can this happen?

We are in a small village and could there be capacity problems less than 3 months after being enabled?

We had so many issues getting plus net's system to recognise that we could get fibre I am wondering (hoping) that this is a mistake as well!

Any advice would be great, as if it can be done its our new billing date on the 5th.

Best wishes

Jez

[#2]

Hi jezmjohn,

Due to the way we provide our services it isn't possible for there to be capacity for up to 38mbps broadband but not up to 76mbps or vice versa.

http://dslchecker.bt.com/ does indicate an estimated range of speeds available to you as well as if fibre is available but the two are separate.

[#3]

Further to Adam's response, I've raised this with the Openreach Fibre Enquiries team and taken a personal ticket on your account to provide an update once I've had a response on this matter for you.

I'm hoping this is just a records issue, as the line length calculated for your line is much higher than the line length estimate, so I have a feeling the availability checkers aren't showing fibre availability based on the (Hopefully incorrect) calculated line length.

[#4]

Hi Harry and Adam

Thanks, we had this issue when we first signed up - I think one of you sorted it then but I was regisetered under another forum name and had nightmare password issues so set up a new name!

Openreach has us in excess of 3000ft away when we are actually 300ft!

I guess that I will miss my chance for upgrading this month as I need to do it today or tomorrow or can a manual upgrade request be put in?

Thanks again for all your help, I suspected the chap I spoke to was confused by our post code situation!

Best wishes

Jez

[#5]

---

@jezmjohn wrote:
Openreach has us in excess of 3000ft away when we are actually 300ft!

---

That's essentially what caught my eye when checking the details for your line

Enhanced Line Characteristics:

Circuit line length estimate: 308

Circuit line length calculated: 3660

DP Line length estimate: 273

---

@jezmjohn wrote:
I guess that I will miss my chance for upgrading this month as I need to do it today or tomorrow or can a manual upgrade request be put in?

---

Although we won't be able to put the upgrade request through until availability is showing, with upgrades from ADSL to FTTC, the package change would/should take affect from the date the upgrade order completes, so I wouldn't worry about that side of things, there's still a chance (Although no guarantees at this point) that you could be on fibre by the end of the month

[#6]

Hi Harry

Just to confirm - we are on Fibre now just the 38mb circuit of which most of the time we get 24 to 32mb.

What we want to do is upgrade from 37mb to 76mb

I understood this had to be done before a billing date or you have to wait for the next billing date.

Best wishes

Jez

[#7]

Ah right! Must have overlooked that when I had the account open.

However this line now makes more sense to me:

---

@jezmjohn wrote:
I think one of you sorted it then but I was regisetered under another forum name and had nightmare password issues so set up a new name!

---

I thought I recognised the exchange name and other details when filling out the form that I had previously filled out last time for that one!

Either way, we'll get this sorted for you.