This topic

BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 07:39:07 GMT

Please can somebody help me?

My order for Fibre Broad band was cancelled because there was an open reach routing wrong preventing order so im the only house of 10 on adsl - I have had 2 engineers now phone the new routing to open reach but still BT havent had the update even though yesterday it was phoned through live and open reach updated it there and then - there is space in the box - I just want fibre out of 12 days of being on ADSL i have had 6 days with faults and non existant speed (I couldnt even use the app to pay my bill of 47 pounds to BT on Monday) Please can someone help get this resolved today? I was told last night it would update overnight and guess what???? no chance. Im isolating at home and cant even use my portal to phone my mum and see my grandkids - I also work from home. I just want my fibre like everyone else and the lady who was in this house prior to me. The box isnt full - there is 3 lines free (2 from Saturday as over the road has just moved in ) . I have had 2 faults fixed in a week and yesterday open reach installed new fibre ready for me in the house (the previous socket had a fault) he said all it will take is BT to place order and they can switch me on (Of course i need a new BT box)

Re: BT Routing not updated - Im about to have a breakdown!

imjolly — Wed, 23 Sep 2020 07:44:02 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 07:58:32 GMT

Hi Sorry these tests have been done yesterday and last week by openreach..
I have had engineers do this and confirm Fibre is there ready for me as this house had it previously - the issue is open reach not sending update to BT or BT just not updating their system to get Fibre-- every address on this street (40 year old bungalows) has had fibre for 3 years there is space in the cabinet so its not full either - 3 engineers have confirmed everything but someone somewhere isnt updating their end. THough I know Open reach has updated their end as the engineer phoned routing and they changed it on the system there and then at 1pm yesterday - took 30 mins to confirm the tests. SO i need BT to chase up their end so i can place order.
ADSL i will need repairs weekly as speed drops below 1mpb and i cant do my job on that speed.

Re: BT Routing not updated - Im about to have a breakdown!

Keith_Beddoe — Wed, 23 Sep 2020 08:27:25 GMT

If you can provide the information from the database, as requested by @imjolly , then it should become clearer, as it will indicate which cabinet you are connected to,

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

There is nothing BT Retail can do about the routing, as that is down to Openreach.

Re: BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 08:31:18 GMT

Hi its 26

Re: BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 08:32:17 GMT

Open reach updated it but bt are not getting the update

Re: BT Routing not updated - Im about to have a breakdown!

Keith_Beddoe — Wed, 23 Sep 2020 08:54:07 GMT

@SuzyFoxHarper wrote:

Hi its 26

That means nothing without the name of the exchange. There is also no guarantee you are actually connected to that cabinet, as its not unknown for houses in a road to be split, especially if there is more than one pole in your road. You could also be on an exchange only connection.

As I have said, it has nothing to do with BT Retail, all they do is to pass the provision work to Openreach. It Openreach that provide the routing, and will not change it. If you already have service, then the route has already been determined. BT cannot ask it to be changed.

If you will not provide the full details, after editing out your phone number, then this customer to customer help forum cannot help, as we are all just customers.

Re: BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 08:54:26 GMT

Sorry im on my mobile I took a screen shot of it but wouldn't let me post it as its too big..I have tried to show you but don't know how to paste it ?

Re: BT Routing not updated - Im about to have a breakdown!

Keith_Beddoe — Wed, 23 Sep 2020 08:59:52 GMT

@SuzyFoxHarper wrote:

Sorry im on my mobile I took a screen shot of it but wouldn't let me post it as its too big..I have tried to show you but don't know how to paste it ?

Use the camera icon on the editor and select the image.

Re: BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 09:04:57 GMT

Telephone Number 0155 on Exchange LANARK is served by Cabinet 26

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

Available

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 2	--	1 to 3.5	Available	Available	Yes
Up to 2	Up to 0.5	1 to 3.5	Available	Available	Yes
Up to 1.5	--	1 to 2.5	Available	Available	--
0.5	--	--	Available	Available	Yes
0.5	--	--	Available	--	--

Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

3.04

0.45

2020-09-23

Other Offerings Availability DateADSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

16-09-2020

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

The premise/line is associated with exchange

Re: BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 09:07:42 GMT

@Keith_Beddoe

Hi..open reach have connected me to 26 bia cabinet 15..I can have fibre the lady before me last year had fibre of 28mbp..she died..openreach have routed it but its just not reached bt to update their side..I have had 3 open reach engineers in a week to correct faults and also to confirm. I can have fibre but the delay communication..

Re: BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 09:17:01 GMT

Telephone Number 01555on Exchange LANARK is served by Cabinet 26 Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process FTTP on Demand 330 30 -- Available -- ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in Jumper WBC ADSL 2+ Up to 2 -- 1 to 3.5 Available Available Yes WBC ADSL2+ Annex M Up to 2 Up to 0.5 1 to 3.5 Available Available Yes ADSL Max Up to 1.5 -- 1 to 2.5 Available Available -- WBC Fixed Rate 0.5 -- -- Available Available Yes Fixed Rate 0.5 -- -- Available -- -- Observed Speeds ADSL Max Observed Downstream Speed 3.04 Max Observed Upstream Speed 0.45 Observed Date 2020-09-23 Other Offerings Availability Date ADSL Multicast Available Premise Environment Status Bridge Tap U VRI N NTE FacePlate N Last Test Date 16-09-2020 Exchange Product Restrictions Status FTTP Priority Exchange N WLR Withdrawal N SOADSL Restriction Y The premise/line is associated with exchange which is NOT part of current fibre priority programme. The premise/line is associated with exchange where WLR is not withdrawn. The premise/line is associated with exchange where SOADSL service is restricted. FTTP is not available. GFAST FTTC and SOGFAST is currently not available on this cabinet due to following reasons:- The associated DP is temporarily unavailable for fibre orders due to engineering works. 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. 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. The Stop Sale date for IPstream is from 31 Oct 2013. The Formal Retirement date for IPstream is from 30 Jun 2014. In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values. Thank you for your interest By submitting a query into this checker you accept Terms of Use for this checker.

Re: BT Routing not updated - Im about to have a breakdown!

Keith_Beddoe — Wed, 23 Sep 2020 09:26:58 GMT

Openreach would not change the routing, just to get a faster speed.

Wait to see what other forum members say, as your post here does not go to BT.

Re: BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 09:31:03 GMT

Thanks Keith.. theybdidnt change the routing they realised their was an error on their system so have updated it..for some reason.it was showing no fibre but its there and like I said the lady prior to me had it..their seems to be a glitch..im using my mobile data as the speed on the computer is worse than dual up..3 mins to load a page..im isolating have family 300 miles away..my Facebook portal was a lifeline..my mother is in her 8os 300 miles away so we communicate using this ..I also work for health and safety at home and moved here a week ago and need to work or will lose my house..im in tears here as in limbo

Re: BT Routing not updated - Im about to have a breakdown!

PaddyB — Wed, 23 Sep 2020 10:07:45 GMT

Hi @SuzyFoxHarper,

Thank you for posting and welcome to the Community. I'm sorry you've had problems setting up the connection at your new address. If you send me your details, I'll be able to take a look at your account to see what can be done.

I have sent you a private message with instructions on how to contact me. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB

Re: BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 10:29:02 GMT

Many thanks 🙂

Re: BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 13:59:23 GMT

Hi all

Its been fixed and now showing I can have fibre..sales support have placed the order and open reach have corrected the routing

Re: BT Routing not updated - Im about to have a breakdown!

SuzyFoxHarper — Wed, 23 Sep 2020 14:08:07 GMT

Its sorted..open reach have corrected the routing so ots been ordered and installed next week

Re: BT Routing not updated - Im about to have a breakdown!

RobbieMac — Wed, 23 Sep 2020 14:35:27 GMT

Hi @SuzyFoxHarper

Many thanks for posting back to let us know this is all sorted now and that you've got your order placed. I'm really pleased to see that 😊

Cheers,

Robbie