Confused why Full Fibre is not available to me.

[#1]

I had an email from openreach back in Feb saying Ultrafast Full Fibre is now available at my address and about a month later had a similar email from PlusNet. I have only just got around to upgrading but the Full Fibre option is not available to me on the PlusNet website, or any other ISP website. The strange thing is, a few of my neighbours have recently upgraded to Full Fibre and of the 7 houses on my street I am the only one who doesn't have an option to upgrade. So I think either there is an error somewhere in regards to my address or perhaps there is no remaining capacity now that my neighbours have upgraded? I notice that I have another email from openreach in Oct saying "You might have seen our vans in your area as our engineers are working to upgrade our broadband network to Full Fibre. Our plans to build to this property aren't confirmed yet, but they could be soon." so maybe my house has been removed from the list for some reason. Any idea who I should contact to resolve this or find out the reason? I called PlusNet customer service but they were clueless.

[#2]

@T1m0thy Could you post (as an attachment) the full output from here: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome , obscuring your address, please?

[#3]

The easiest fix here might be to call COTS explain your situation and ask them to raise a database check with BTOR...

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Call this number 0800 432 0080 and press 2 and it takes you straight to a Sales/COT advisor. You get two simple options of 'are you an existing member' or 'are you new'.

Open

• 8am - 8pm Monday to Friday
• 9am - 7pm Saturday
• 9am - 6pm Sunday

[#4]

@jab1 I've attached the output, many thanks

[#5]

Cheers, @T1m0thy . Just to confirm that @Townman 's suggestion is worthwhile, can you do the same for one of the houses who appear to have FTTP?

[#6]

@jab1 thanks I will give @Townman's suggestion a go too. Attached is the output for my neighbour.

[#7]

Good idea, @T1m0thy , but be aware that if your connection is the same as your neighbour (part DIG), your installation could take a while if any work is needed  outside your property boundary - on public/council  land, for instance)

[#8]

@T1m0thy 

It does look like it's a database error. PN staff can request OR to do a ORDI (OpenReach Database Integrity) check.

What does the OR site say for your house - www.openreach.co.uk

Brian

[#9]

@T1m0thy 

Do the houses in your street have sequential numbers or names? Named properties are more likely to have problems due to differences between the original BT and current Openreach registered addresses.

[#10]

So I rang the PlusNet contract team and they basically said the Openreach database says Full Fibre is not available and they will be constructing in my area soon... I explained how I thought it was an error and whether they could contact Openreach about this but they said they couldn't and that I just need to wait until construction is finished and this is a common issue that they see. It turns out there is one other house on my street that can't upgrade as well, so maybe what they say is true, although I have my doubts that Openreach will be returning to do further construction especially 9 months since the initial installation on our street. So I guess I just wait and see or contact another ISP to see if they are more willing to contact Openreach.

[#11]

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@T1m0thy wrote:

So I rang the PlusNet contract team and they basically said the Openreach database says Full Fibre is not available and they will be constructing in my area soon... I explained how I thought it was an error and whether they could contact Openreach about this but they said they couldn't and that I just need to wait until construction is finished and this is a common issue that they see.

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A little disturbing to hear that response - they are able to raise an ORDI request.

[#12]

@T1m0thy you could try this Openreach form https://www.openreach.com/forms/fibre-broadband-availability---customer-form

[#13]

@MisterW The  OP could try that form, but are Plusnet not capable of, or willing to help their customers?

[#14]

@T1m0thy 

There are two reasons why this can happen:

!. Full Fibre is not yet available to your property, either by design or accidental omission.

2. There is a mismatch between the address recorded in the BT records against which your current service is supplied, and the latest Openreach records. This can result in double entries in the https://www.broadbandchecker.btwholesale.com/ database. This is by far the most likely cause if Openreach have advised that Full Fibre is available at your property.

Whilst asking Plusnet to do an ORDI check should resolve this, you can be pro-active and do some checks yourself by following the following steps:

Using  https://www.findmyaddress.co.uk/search. make a general search of your locality seeking the correct house name/number disregarding the rest of the address.

If this doesn’t work try entering the street/road name and look down the list of properties. Alternatively, try the post code. It’s a case or running to earth where the mismatch lies. The database will work off minimal information. I have found that by entering the name of our village it lists every property!

Once you find a likely match click on it and a map will appear showing the exact location of the property, the address recorded by Ordnance Survey and most importantly the UPRN. This is the data used by Openreach, not the address on your Plusnet account.

Armed with this knowledge return to https://www.broadbandchecker.btwholesale.com/ and enter the UPRN. See if this tells you if Openreach has made provision to your property.

I have had experience of this getting results where a promised ORDI search received no response. In this instance there was a difference in both the road name and Post Code, due to the property being on the junction of two roads. To get the problem resolved quickly the upgrade was put through as a ‘change of address’ with Full Fibre to be provided at the new address.

[#15]

@T1m0thy 

I would phone PN again and DEMAND an ORDI check. If your neighbour can get it then the infrastructure required is in place.

Brian