This topic

Fiber install, help needed!!!!!!

Mrsutton — Wed, 31 Mar 2021 23:12:02 GMT

I write to ask, if anybody may be kind enough to assist with an on going issue that I am encountering.

for over 2 years I have lived at my current address, having initially looked into ordering fiber broadband, I had discovered that it was not available but will be available soon.

i emailed in to open reach whom advised me of an estimated install date of October that year, October having been and gone, with no update in ordering capabilities, I checked again at the beginning of that following year, to be told it would be installed by February, now a year and. 1 month on the order status does not change.

however 3 months ago another property 100 meters or so away, has ordered and had fiber installed, after speaking to the open reach engineer, he confirmed that I have fiber on my pole which is some 15 meters from my property.

ive called BT whom say I cannot order, raise investigations which lead no where and leave me no better off.

The open reach engineer wrote down codes and his identification number in an attempt to help my problem.

can any moderator assist ??

im based in Essex, colchester.

myself and young family are at wits end, I’ve spent around 53 hours on phone calls to BT and Openreach, I would appreciate any advice or help.

thank you for reading

Re: Fiber install, help needed!!!!!!

Devon_Dave — Thu, 01 Apr 2021 05:02:04 GMT

Hi. Enter your phone number into the avalibility checker and post a screenshot. Please remove your phone number when posting as this is a public forum.

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

Re: Fiber install, help needed!!!!!!

Mrsutton — Fri, 02 Apr 2021 08:55:09 GMT

Thank you for your reply, I currently am using dongles as the Internet is only copper, which is unusable. I therefore do not have a phone number, Is there any other information I can provide in place of this ?

I have the below information from an Open Reach Engineer;

Splitter number -
CBT -

Re: Fiber install, help needed!!!!!!

imjolly — Fri, 02 Apr 2021 09:44:30 GMT

if you are still connected to the internet with copper then you need a phone line. have you tried connecting phone to the landline socket and see if dial tone if tone then dial 17070 and you should get your phone number read out to you then dial 17070 option 2 and see if any line noise - should be silent

if you do not get dial tone then use your address in the dslchecker (not post code_

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

Re: Fiber install, help needed!!!!!!

Mrsutton — Fri, 02 Apr 2021 10:04:18 GMT

Hey,

thanks for posting.

There is copper wire here, but not active as i do not have any service provider, I can only get 0.5mb here so I didn’t order anything.

I can enter my postcode into my the Openreach site ?

Plugging a handset in doesn’t give me anything.

Re: Fiber install, help needed!!!!!!

iniltous — Fri, 02 Apr 2021 11:11:56 GMT

You can use your address in the wholesale checker, it’s not as accurate as a phone number , but the phone number would have to be a non LLU one anyway.

As you are not currently a BT customer , and this forum is a BT customer one, then any advice on here may not be specific, and fairly general, plus as its Openreach that provide the network, any question for OR is not going to be ‘seen’ by them here.

FWIW, a neighbour 100m away isn’t necessary any guide as to wether FTTP will be available to you, and if their FTTP was installed as FTTPod or a CFP and your address wasn’t classed as an address ‘passed’ then there may be network close by , but of no use to you.

Re: Fiber install, help needed!!!!!!

Mrsutton — Fri, 02 Apr 2021 11:15:38 GMT

I’m not a BT customer at home, I am with my business at another address.

So I believe I’m entitled to sign up to the forum in that basis.

I would like to be a BT customer but cannot see the point in signing up for 0.5mb copper broadband.

as I’ve advised I have found out from the Openreach engineer that the telegraph pole next to my property has fiber, I believe this to be a BT - open reach system fault as to why I cannot order.

ive been trying to order now for over 2 years hence my mail

Re: Fiber install, help needed!!!!!!

pippincp — Fri, 02 Apr 2021 11:37:05 GMT

Ring the FTTP team. 0800 587 4787

Re: Fiber install, help needed!!!!!!

Mrsutton — Fri, 02 Apr 2021 11:40:48 GMT

I’ve taken a screen shot of the info you asked for but this forum won’t let me upload as it’s too large of an image

heres a link to the upload

https://ibb.co/rbbxXgX

Re: Fiber install, help needed!!!!!!

Mrsutton — Fri, 02 Apr 2021 11:43:44 GMT

I’ve done that, I’ve spent hours on the phone... they say there’s a fault with the system, they need 10 days to request with open reach to update the system and then I call back in 10 days and same solution is offered, I’ve spent months calling about this, I am literally at my wits end.

Re: Fiber install, help needed!!!!!!

RobbieMac — Fri, 02 Apr 2021 12:18:31 GMT

Hi @Mrsutton

Thanks for your post and welcome back!

I'm sorry that you have had to spend so much of your time on the phone trying to get this resolved. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Re: Fiber install, help needed!!!!!!

imjolly — Fri, 02 Apr 2021 12:40:22 GMT

from the dslchecker results you posted there is no fibre connections available to you FTTPoD is something different and intended for business due to costs

Re: Fiber install, help needed!!!!!!

iniltous — Fri, 02 Apr 2021 13:35:55 GMT

Post an image from the checker for a neighbours property that does have FTTP and an indication of the proximity to your house , if your area is served by overhead means, a property that is served from exactly the same pole as your home would be ideal.

Is there anything out of the ordinary about your address , quite often , if FTTP is physically available but you are unable to get a provider to take an order , it’s because of an error with the address information in Openreach address database ( which is based on Post Office /Royal Mail data) but the issue is that to get the address info updated/corrected is usually done by your provider contacting Openreach but without you being a customer of a provider , then getting a provider to do this without any commitment from you could be tricky....if only slow ADSL shows as available but you are convinced FTTP is available, ordering ADSL , then ( once the address is sorted ) upgrading may be the way you have to consider proceeding.

Re: Fiber install, help needed!!!!!!

Mrsutton — Fri, 02 Apr 2021 16:08:39 GMT

Sure, so do I need to find there phone number ? Or can I just insert there address in the same website I did earlier ?

Re: Fiber install, help needed!!!!!!

Mrsutton — Fri, 02 Apr 2021 16:12:26 GMT

Here is a link to the screenshot with the info for the property nearby which has fiber installed

https://ibb.co/cvn6Mw6

Re: Fiber install, help needed!!!!!!

jamie1985 — Mon, 05 Apr 2021 14:59:31 GMT

Perhaps because you don't have isp the btwholsale checker may not have updated their database for your address in awhile? i may be wrong so i don't want to give false hope.

Hopefully FTTP comes to your address in the near future.

Re: Fiber install, help needed!!!!!!

Mrsutton — Mon, 05 Apr 2021 19:23:26 GMT

Thank you to everybody who has looked or taken the time to reply, Ive called the Fibre Team who have basically told me to contact open reach, open reach are not answering calls at this time, so I am back to square one.

Is there a team or service that BT would provide where they charge me to install the fibre from effectly where it is now, outside my property to my house ?

Any numbers to open reach or a team that will actually help would be appreciated.

Re: Fiber install, help needed!!!!!!

pippincp — Mon, 05 Apr 2021 19:39:16 GMT

You can use this form to contact Openreach.

https://www.openreach.com/fibre-broadband-availability-customer

Re: Fiber install, help needed!!!!!!

Rapidxuk — Tue, 06 Apr 2021 09:16:49 GMT

I am having exactly the same issue. Neighbours can order it, some cannot. We’re on a small road and I watched the cables being installed outside my house. I simply can’t order. Openreach haven’t been much help. An Engineer who was installing for my Neighbour said it’s all here but there seems to be issues with the Openreach System. I just sit here in hope that someone fixes the system so that I can order.... one day perhaps.

Re: Fiber install, help needed!!!!!!

pippincp — Tue, 06 Apr 2021 11:15:40 GMT

@RapidxukAre you a BT ustomer already? If so enter your phone number in the DSL checker and post the result.

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

If not a BT customer use the address checker.