Openreach database error

[#1]

I am unable to order any Full Fibre (FTTP) broadband services because there appears to be missing CBT/FTTP equipment on the telegraph pole serving my property.

I was a Vodafone customer for around seven years before recently switching to Plusnet, during that time, Vodafone attempted to install Full Fibre on two separate occasions, but both installations failed because the required fibre infrastructure was not present on the poles, despite the Openreach database showing Full Fibre as available at my address.

This issue is not limited to my property. There are approximately 30 properties on my side of the street that are affected and currently unable to access Full Fibre services from Openreach-based providers. The only residents who can obtain ultrafast broadband appear to be those served by Virgin Media.

Could Plusnet investigate whether the Openreach records are incorrect, or advise how this infrastructure issue can be escalated to Openreach for resolution? Lime Street SA4 4AD

[#2]

@waynepowney 

What does the Checker say for your address - WBC FTTP or FTTP on Demand?

https://www.broadbandchecker.btwholesale.com/#/ADSL

You may be quicker asking yourself using the following. Give as much detail as you can.

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

Brian

[#3]

According to BT's records, my property is served by an overhead fibre feed from a telegraph pole, with WBC FTTP shown as available. The records also highlight potential line-of-sight problems. Openreach has been aware of this issue for some time, having attended my property twice to install full fibre, yet no action has been taken to resolve the problem or complete the installation.

[#4]

@waynepowney 

Thanks for the information.

OR's database is not wrong - Full Fibre is technically available. The problem appears to be they are having problems running the fibre to the pole serving your house.

Do you still have an open order for Full Fibre or has it been cancelled? If you log into your PN Members page it'll tell you. You can also check for Open / Closed questions using hte following. This may give more information.

https://www.plus.net/wizard/?p=search

[#5]

I do not have an open order with Plusnet. My previous orders were with Vodafone, and on three occasions Openreach attended and advised that there was no infrastructure available on the poles.

I have recently received a response from Openreach stating that any issues need to be escalated through my internet provider. They advised that my provider can raise the matter directly with Openreach and pursue it on my behalf. 

see attached BT checker 

[#6]

So, @waynepowney  - who is your current ISP? You need to raise this with them, and ask them to resolve the issue. Plusnet can't.

[#7]

Plusnet is my current Internet Service Provider, before joining Plusnet, I was with Vodafone, but they were unable to provide full fibre broadband due to issues identified by Openreach.

[#8]

So, I therefore assume you have an FTTC/SOGEA  connection over those copper wires? You therefore need to contact PN by phone, and ask them to investigate - requesting such action on the forums these days is close to impossible, due to the way the support 'function' is organised.

[#9]

@waynepowney 

If PN are your current suppliers speak to the PlusNet Customer Options Team on 0800 013 2632 about Full Fibre and the problems your having.

Brian

[#10]

Ok thank you

[#11]

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@bmc wrote:

@waynepowney 

If PN are your current suppliers speak to the PlusNet Customer Options Team on 0800 013 2632 about Full Fibre and the problems your having.

Brian

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I don't think COTS are the correct team.