Can't order full fibre

[#1]

Hoping someone from support can help me, as give up waiting on phone, don't have time to hold in queue and no option to email you. 

Open reach have installed poles and connected them with cables in our area for full fibre roll out. Every street around us is now taking orders for full fibre service for providers, I have checked all the postcodes of them streets. Our street however is not showing as full fibre available, only part fibre that we have now. 

We have the poles in the street, they cabled up same as all the other streets around us, so don't understand why we are not able to order the service same as the other streets around us. 

I have checked open reach and map shows us as green and available. Checking postcode for us says no plans to build in our area, but all the postcodes of streets either side of us, main road that leads to us etc all say available and providers taking orders now. 

If you can check for me postcode is PE9 1DJ. Everyone else around us has had booking open for well over a week now and they can get installation from mid Feb. Seems odd why our street is only one missed out of the being able to place order and book installation.

No way of contacting open reach, their site says contact provider, so can you tell me when we can place order to upgrade please? 

[#2]

@JonBoy1199 I am not staff, but maybe I can help. If you check this link : https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome , and attach a copy of the result to a post, obscuring your address, but including the narrative below the table, it will give us a starting point. 

[#3]

@JonBoy1199 

Has the pole that serves your house (and others) got one of these attached at the top.

This is a CBT (Connectorized Block Terminal) that the fibre cable is plugged into before being run to you property.

Brian

[#4]

@JonBoy1199 

Aside from what's at the top of the pole there are two possibilities.

The first is a network issue was found when doing the final check before commissioning the circuit. If so, this should be fixed in due course.

The second is a simple OR database error - it's not been updated. I believe a PN staff member can request an availability check from OR where they have reason to believe FF should be available.

Brian

[#5 · Accepted solution]

@JonBoy1199 

As I believe an availability check can take up to 5 days you could try phoning the PlusNet Customer Options Team on

0800 013 2632 to see what they say.

Explain your situation and ask for an availability check from OR.

Brian

[#6]

Testing ...

Here you go @bmc  

[#7]

This was the result of using that link 

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability	WBC SOGEA Availability
	High	Low	High	Low
VDSL Range A (Clean)	40.5	30.6	8.5	5	27.4	Unavailable	Available
VDSL Range B (Impacted)	40	27.4	8.3	4.3	22.4	Unavailable	Available
G.fast Range A (Clean)	--	--	--	--	--	Unavailable	--
G.fast Range B (Impacted)	--	--	--	--	--	Unavailable	--

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
FTTP on Demand	330	50	--	Available	--

Other Offerings	Availability Date
VDSL Multicast	Available

Exchange Product Restrictions	Status
FTTP Priority Exchange	Y
WLR Withdrawal	Y
SOADSL Restriction	N

FTTP is not available.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

[#8]

@JonBoy1199 Reading the narrative, it suggests to me that the information supplied in the top   section  could well be incorrect.

I suggest you take @bmc 's advice in post #5 and get Plusnet to check.

[#9]

They do have them boxes as the top in our street and all the other streets round us where they put the poles up.

I was home the day the open reach engineers were out wiring them in at the top of the poles. We have one of the poles very close to the house, I went out and spoke to the engineer that was at the bottom when they started on our street. He told me they was getting the poles ready to connect the houses. 

[#10]

@jab1 I think it must be a mistake. Friend in next street to us was able to place order few days after they'd wired in the boxes and that was well over a week ago. I checked every postcode in streets around us and they can all place orders now for full fibre. 

Could well be someone has not updated records at Openreach to say our street is connected and ready to take orders. On Openreach site it says "We have no plans to build Full Fibre to this property yet" but they have put the poles up, strung the wires between the poles and wired in the boxes at the top, I watched them do all of that lol all the other postcodes on Openreach I checked say available and ready to place order with supplier. 

I will give Plusnet a call to see if they can make contact with Openreach. I know 2 of my neighbors are also confused why we can't upgrade, so will get them to contact their providers too. 

[#11]

Good idea, @JonBoy1199 . As you are in a 'Fibre Priority' area, I suspect it is an Openreach 'error'.

[#12]

@bmc 

Thanks for advise, I will contact them. 

I think it is probably someone has not updated the system as Openreach site is still saying "We have no plans to build Full Fibre to this property yet" so the ISP's are not going to know it has been installed in our street from their point of view if Openreach says it is not available.

I did think it was odd as when they started work friend in next street checked Openreach and they had message saying we're planning to build in this area, then it changed to say we're building in this area, then it went to available to order soon once the poles were up and then few days after they wired the boxes it changed to available to order now.

Our street has never changed from they have no plans to build at this property yet. For whatever reason our street has failed to be updated as work progressed and it went live. So none of the providers show it is available to order. 

[#13]

@JonBoy1199 

If it is a database error then OR probably wouldn't notice it. They need an ISP to ask for a check.

Do let us know how you get go.

Brian

[#14]

All sorted now. Not sure what the delay was, but appears open reach have fixed their database and our street is now showing available same as the other ones around us and it is now allowing us to place the upgrade with Plusnet. Happy days! 

[#15]

@JonBoy1199, just needed to be fully commissioned, or as you stated, OR to update the database.