Computer says "no"

[#1]

I have been a fibre customer since 2017. The main routing cabinet is on a pole at the top of my lane. I have FTTP. My daughter who lives in a new house 20 metres from me is being told that fibre is NOT available in my area. I can name about a dozen neighbours who have fttp connections.

Why is she being give the runaround and do staff not have any initiative past the scripts on their computers?

[#2]

Plusnet don't sell FTTP.
It was previously available as part of a trial but that ended quite some time ago.

[#3]

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@qed2u wrote:

Why is she being give the runaround and do staff not have any initiative past the scripts on their computers?

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Probably because Plusnet no longer supply FTTP services.  They did have a trial service, but that ended for new subscibers some time back.  Other ISP's can supply.

[#4]

If the fibre is meters away it IS available. Why say it is NOT available in my area when it IS.

[#5]

@qed2u Have you actually read the replies?  FTTP may well be available but not from PlusNet.

[#6]

As previously stated , it is not available from Plusnet. They no longer offer fibre to the home. Only fibre to the cabinet.

Other providers are available.

[#7]

@qed2u 

What does ehe DSLChecker say for the line - you're looking for WBC FTTP

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Brian

[#8]

YES I can read Ok. Plusnet call centre said fibre is not available in my area. No mention of FTTP or FTTC. 

[#9]

There is no line in the house at present!

[#10]

@qed2u 

Ok, use the Address version of the DSLChecker and enter the Post Code only - then select the correct property.

Brian

[#11]

BT BROADBAND AVAILABILITY CHECKER

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Range(Mbps)	WBC FTTP Availability Date
FTTP on Demand	330		30		--	Available	--
ADSL Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Range(Mbps)	Availability Date
WBC ADSL 2+	Up to 1		--		1 to 3.5	Available	--
ADSL Max	Up to 1		--		0.75 to 2.5	Available	--
WBC Fixed Rate	0.5		--		--	Available	--
Fixed Rate	0.5		--		--	Available	--
Other Offerings						Availability Date
ADSL Multicast	--		--		--	Available	--

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see). 

[#12]

Moderators Note

This topic has been moved from Fibre to My Orders

[#13]

@qed2u 

You perhaps should have hidden or blanked the address. From the results PlusNet gave you the correct information - neither FTTC of FTTP appears to be available.

As you say this is a new build then it may be a OpenReach records problem. House #2 gives a different result!!! You can submit an equiry to openReach using https://www.openreach.com/help-and-support (I thinks this is the correct page).

Make sure you tell them the house is a new build and that neighbouring properties have FTTP.

Brian

[#14]

@qed2u 

The other way or trying is to select the FTTP provider with whom your daughter wishes to use. Get them on the phone, explain the problem and then see if they'll chase it up with OpenReach.

Brian

PS have you checked there is a spare port of the Distribution Point hanging from the pole - if all are used then there may be no capacity.