Openreach says i have FTTP but Plusnet says i don't

[#1]

@jab1they where Openreach contractors I talked to one of them 

[#2]

@trippy I have no wish to argue, but if those neighbours have had FTTP installed on OR infrastructure,  I have to say something has gone horribly wrong somewhere, especially as you say their addresses read exactly as yours on the BTw checker - it is just not possible.

[#3]

@trippy 

You could try talking to the PlusNet Customer Options Team on 0800 013 2632 to see if they can do any internal checks to find out what's happening.

Brian

[#4 · Accepted solution]

Hi @trippy 

Thank you for your recent post.

I have cross reference Openreach database along with the broadband availability checker and discovered that there is inaccuracies in the sense that one source of information indicates full fibre is available whereas they other doesn't. With this in mind, I have raised an availabity query to Openreach to ascertain if it can be offered to you.

We will update you furhter once we hear back.

Thanks

Lee

[#5]

@trippy 

In case Lee fails to resolve this:

When you used the address checker, what details did you enter? The reason I ask is that I have had a not dissimilar thing happen with a friend’s connection, which was a nightmare to unravel. In a nutshell, I eventually found two entries for the same property, one with Full Fibre available, the other without. The two entries had slightly different addresses and postcodes. An alleged BT ORDI search resulted in no response from the agent who had promised to come back the next week.

The key was to use the BT address finder for the property: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome and look at the list of addresses presented. This gives information in effectively 4 fields. These being the address and postcode, the UPRN, the telephone exchange region and another alphanumeric value unknown to me. In my case the UPRN was missing, despite the address matching that on the telephone bill.

As I understand it from talking to Openreach, the key information relating to the provision of Full Fibre to a property is the geographical Latitude and Longitude, which identifies the UPRN of the property, not the Royal Mail address.

This prompted me to seek the UPRN for the property. I used https://www.findmyaddress.co.uk/search. This had to be a general search of the locality, seeking the correct house name but disregarding  most of the rest of the address. In this case, the house name and local village. This pointed to a slightly different address, which the attached map showed to be in the correct location. This database also gives the UPRN.

Using that UPRN in https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome showed Full Fibre to be available. The next step was to convince BT (my friend’s ISP was BT) to resolve this. it took three different attempts to speak to an agent with the nouse to understand the issue. The first two were locked in the blinkered ‘computer says no so go away’ mode. The third agent’s solution was to treat the upgrade as a ‘property move’ with full fibre to be installed at the ‘new’ property.

[#6]

@lahbrannan1 @Thanks or doing this

@Baldrick1 thanks for the advice, i’ve looked up my uprn and my neighbours (who were having the fibre pulled in this week) and using the BT checker they both show as not having FTTC☹️ Fingers crossed @lahbrannan1 is able to sort it. 

[#7]

@trippy 

I'd ask which ISP your neighbours are with and then try their website to see what it says (for you and them).

Brian

[#8]

Finally the BT website has updated and now all the providers are showing FTTP available at the house. Thanks for the help everyone.

[#9]

Interesting, my address comes up with 3 variations on the checking site, one of the addresses FTTP isn't available and not a priority exchange, other 2 address says it is and priority exchange. 

[#10]

@Charles101 

This is what I was referring to in post #20. I suspect that over the years several data bases have been combined. Openreach records that I have experienced use the precise map co-ordinates/UPRN. BT appear to use the official Post Office address. These may, or may not match, potentially resulting in multiple entries.

[#11]

@Charles101 

Do you have FTTP?

If not and you decide to order it you have a starting point if the system throws up any problems.

Brian