Problem with ORDI

[#1]

We moved into a flat that has a phone jack socket, unlabelled but with a DSL modem splitter plugged in to it. I assume that means that we do indeed have a copper connection that could be used for SOGEA broadband. However, we are not listed by Openreach, and the order that we placed with Plusnet seems to be stuck in a loop of "escalation" that doesn't actually escalate anything (Question 254947744). I have seen a few iterations from Plusnet Support of "I have now raised a form with Openreach to review and update their records to allow us to place the orders for you" but no progress beyond that.

The neighbours have copper broadband, so it seems implausible that we don't. Am I flogging a dead horse, or is there a way to break out of the loop?

[#2]

Is the flat purpose built, or a conversion?

[#3]

It was build in the early 19th Century as an independent flat, and has remained so throughout its history.

[#4]

OK. So what happens, if anything, when you put the details into : https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome  ?

[#5]

@cdfm Use https://www.findmyaddress.co.uk/search to check if your flat has a UPRN (Unique property reference number) allocated.

Might also be worth checking one of the neighbours  who already have broadband.

Then use the UPRNs to check what services are showing as available on https://www.broadbandchecker.btwholesale.com/#/ADSL

Post the results (redacting any personal information such as actual addresses)

[#6]

The address is listed as "Flat 1, 9 ...."; the order is for "9/1 ...". I hope that the address format mismatch is not the issue. For the "Flat 1" address:

The initial line statistics include:

    VDSL Range A and Range B: WBC FTTC unavailable, WBC SOGEA available

    G.Fast Range A and Range B:WBC FTTC unavailable, WBC SOGEA -

Followed by

FTTP is not available.

The exchange is not in a current fibre priority programme

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

[#7]

The UPRN search did indeed return an ID, which finds the same information as posted above on available services. And the flat-number format is different from either of the above. "1F, 9 ..."!

[#8]

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@cdfm wrote:

The address is listed as "Flat 1, 9 ...."; the order is for "9/1 ...". I hope that the address format mismatch is not the issue. For the "Flat 1" address

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I suspect that address mismatch is the issue - suggest you ask PN to enter the address correctly, unless @MisterW has a better idea?

[#9]

unless @MisterW has a better idea?

@jab1no, I was about to suggest that. I might also give them the UPRN ...

[#10]

Looks like there are 2 records for your address with different naming conventions, and we've been trying to place the order against the one (**/**) that has no broadband availability as it was chosen on signup. If you signed up online, not your fault as there really shouldn't be 2 of them to begin with. 

I've sent this to Openreach's network addressing team and they said the UPRN is matched to '**/**' so rather than place an order against the other record, they are hiding 'Flat **/**' and making '**/**' a Gold key, so broadband will show as available within 24-48 hours and we can then try placing the order again. 

Apologies for the complications! 

[#11]

@cdfm Let us know how it goes, please.

[#12]

Thanks for the help, everyone. Overlapping with Gandalf's help, I had updated the reply chain on my order with the same information, so I have high hopes that we will get it sorted out. I'll let you know.

I would have thought the alternative flat-naming conventions would be such a common issue that there would be some intelligence in the address parsing (by Plusnet, Openreach, or both) that tried multiple formats and detected possible duplicates or mismatches. 

[#13]

Oh the old Gold Key / Silver Key consternation at the “same” address!

[#14]

Looks like the address key is now Gold as there's broadband availability so I've placed an order to get you online as soon as possible. We should hopefully be able to confirm your activation date shortly. 

[#15]

The service was activated this morning (according to the email I received). Of course, because of all the kerfuffle, I don't actually have a router yet, but (according to another email) one has been ordered. Waiting with bated breath ...