This topic

FTTC ordering issue...BT Wholesale or Openreach records issue?

AOtrig — Tue, 27 Apr 2021 15:34:44 GMT

Hi Guys.

I have been having some issues with getting a FTTC order placed on the cabinet nearest my house. The cabinet is FTTC enabled as my neighbours have all got it (various suppliers inc BT and Sky), for some reason when I run my details through the BT Wholesale checker it states no FTTC available, only ADSL. My neighbours are on 80/20 FTTC circuits as we are very close to the box itself.

I have spoken to a few colleagues and looked at some posts online and on this message board, the consensus is they think it's a records issue with BT Wholesale or Openreach not having the correct details for my address/line.

Anyone know how to get those details amended so that I can get a FTTC order placed - i rang BT broadband today and a few other suppliers (Zen, Sky etc) and they all say the same thing - no fibre availability, whereas i know the cab is live for FTTC and has lots of extra ports available.

Any ideas please?

Thanks

Anthony

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

imjolly — Tue, 27 Apr 2021 16:29:23 GMT

Do you currently have adsl broadband? If so who is your ISP?

Enter your phone number but if that does jot work then use address NOT post code and post results

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

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

AOtrig — Tue, 27 Apr 2021 16:52:33 GMT

Hi imjolly, thanks for the response 🙂

Bit of a long story but i was with Sky for FTTC, but on a cabinet much further away from my house. Due to the speed issues and reliability problems I was having, I was moved to the cabinet 24 which is much closer to my property. This was done via cease/reprovide. The cease has happened with Sky now (so i currently have nothing apart from mobile data), but they wont do a re-provide due to the ordering issue i mentioned previously. Im hoping to get this fixed then switch to someone like BT as sky haven't been great so far. Anyway, here's the output of my address:

My next door neighbour's output has the VDSL availability listed at the top of the output and he's on the same cab (24).

Thanks.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

pippincp — Tue, 27 Apr 2021 21:16:26 GMT

You need to ring sales and stress to them an ORDI ( Openreach Database Integrity check) needs to be raised for your line. They may need supervisor assistance. It can take 14 days for the update to be actioned by Openreach.

Once done you should be able to order. The ORDI request has to come from the ISP you are going with.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

iniltous — Tue, 27 Apr 2021 22:39:33 GMT

I’m not sure you will be able to get this data issue addressed ( pun intended ) without becoming a customer first , after all , if BT did this in advance of you ‘signing up’ , what’s to stop you stiffing BT and going elsewhere, I suspect you will have to sign up for whatever service can be ordered, then ask BT for the ‘ORDI’, then , if you are correct and this is what stopping you getting FTTC, you should be able to upgrade , once the OR records are corrected.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

DavidM — Wed, 28 Apr 2021 07:33:18 GMT

Hi @AOtrig and thanks for posting.

Just an add on to what the guys have already mentioned. You might want to make sure the address details match on the Royal Mail site also.

Cheers

David

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

AOtrig — Wed, 28 Apr 2021 07:55:38 GMT

Thanks all. Will try this ORDI and report back. 👍

Ps. Royalmail details seem accurate on their site.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

AOtrig — Thu, 06 May 2021 15:44:20 GMT

Hi all.

I have got an ORDI run and it's saying there is no issue with my record. Which sounds bizarre but it is what it is.

I checked and it seems my neighbors are all running from this cabinet with FTTC too. Is there any way of getting Openreach to check this cabinet to ensure there are some spare ports for me to use?

Im starting to run out of ideas tbh... 😞

cheers.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

AOtrig — Thu, 06 May 2021 16:43:57 GMT

Hi all.

Ok, more information for you. Cancelled Sky and am now trying to go through BT for a FTTC service - they are saying that there's no capacity on the box (due to my record being screwed up) - i spoke with my neighbour who is on the correct cabinet and he has VDSL available. Screenshots below:

My next door neighbors record (cab24):

My record (cab24):

Obviously my record is totally screwed up just looking at it, and is preventing me signing on with BT. Can this be fixed, does anyone know please?

thanks.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

Keith_Beddoe — Thu, 06 May 2021 18:26:19 GMT

Until you have an active phone line with BT Retail, the Openreach database will not be updated to reflect the correct routing.

Once you have a BT Retail phone line, if you enter your number into the form, you should see the correct availability information.

The data for your neighbour does not make sense, as the observed speed was 80Mbs, but the expected maximum is only 30.3Mbs, so something is not right with the database.

Because you have cancelled with Sky, you will now have a pending cease on your line, so any orders with BT Retail will fail until the cease is complete.

What you should have done, is to place the order with BT Retail first. BT would then inform Sky that they are taking over the line, and you would have receive a smooth changeover.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

AOtrig — Thu, 06 May 2021 18:24:48 GMT

Thanks @Keith_Beddoe

So if I order a DSL product with BT and request a new line it should update it all to look like my neighbour’s output?

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

Keith_Beddoe — Thu, 06 May 2021 18:27:27 GMT

@AOtrig wrote:

Thanks @Keith_Beddoe

So if I order a DSL product with BT and request a new line it should update it all to look like my neighbour’s output?

Se my edited post regarding the pending cease, which is most likely causing your problem.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

AOtrig — Thu, 06 May 2021 18:30:34 GMT

@Keith_Beddoe Thanks Keith. Ok I will wait for the cease to finish and then report back.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

Keith_Beddoe — Thu, 06 May 2021 18:37:13 GMT

It just means you will be without any service for at least 10 days.

The migration process was changed a few years ago. Now its the gaining provider that contacts your old provider, and not the old MAC process which used to cause problems.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

AOtrig — Wed, 19 May 2021 10:16:18 GMT

Hi all.

Ok, so following my cancellation of Sky broadband services, i will now be a BT ADSL customer as of the 25th May.

I also as a backup plan contacted Openreach via their web form and explained the records issue to them. Seems now my address record is updated to show FTTC 80/20 so i am able (hopefully) to order Superfast 2 when my ADSL order completes.

I will follow up when I know more next week.

Thanks all.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

pippincp — Wed, 19 May 2021 14:59:08 GMT

Openreach update their database every Friday afternoon so it will be the first Friday after your ADSL goes live you will be able to see if FTTC is available via the DSL checker.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

AOtrig — Wed, 19 May 2021 15:22:13 GMT

@pippincp yeh that's what i thought too. Just checked and the OR checker states the correct routing info now so must have been pushed through earlier this week?

I contacted BT about my open order, was recommended to leave the ADSL order in place til it completes next week, then do a new order for FTTC.

I will feedback as things develop.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

pippincp — Wed, 19 May 2021 17:35:07 GMT

I agree to leave the present ADSL order intact until completion then upgrade. If you try to cancel it and go for FTTC it could cause problems. Won't cost you any extra as the ADSL contract would be cancelled.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

AOtrig — Thu, 20 May 2021 07:01:07 GMT

@pippincp Agreed. UPRN search for my house this morning suggests the correct cab too.

One unrelated Q - what are the BT smart hubs like in terms of in-house WIFI coverage? I was used to the Sky Hub for many years which creates a mesh-type network with Sky Q boxes meaning decent coverage was achieved throughout the house.

I see BT offer the Halo mesh system? Is it warranted or will the Smart Hub 2 on it's own be good enough? Can I upgrade to Halo after the fact, if required?

cheers.

Re: FTTC ordering issue...BT Wholesale or Openreach records issue?

pippincp — Thu, 20 May 2021 08:26:07 GMT

The SH2 is reportedly better than the Sky hub (I have never used ISP supplied hubs). You will be able to add the discs later if you have coverage problems or take one to start with and see how it goes.