This topic

FTTP Availability.

ASM987 — Sat, 21 Aug 2021 06:57:41 GMT

FTTP installation to the telegraph poles was completed in my street before Christmas 2020 and my son who is an open reach engineer of 10 years confirmed this. Ever since I have been trying to upgrade but keep being told its not yet available despite at least two of my neighbours having it. On Thursday 12/08/21 my son tested the cabinet and told me it was 100% up and running and that two neighbours in my road already had it. So on Friday 13/08 I call again only to be told it is NOT available! I then get told that if I upgrade to HALO 3 Plus I will get a free upgrade so I signed up. Then got transfererred to an other operator who told me that he can see it is DEFINITELY available in my home and didn't know why I'd been told it wasn't. So "all you have to do is call on Tuesday after the Halo 3 plus order has completed and we will arrange the upgrade". So called Tuesday and guess what........got told "it's not yet available in my street" ! What on earth is going on?

Re: FTTP Availability.

imjolly — Sat, 21 Aug 2021 07:36:43 GMT

enter your phone number and post results remember delete number

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

Re: FTTP Availability.

ASM987 — Sat, 21 Aug 2021 07:48:39 GMT

The stupid thing about all this is that BT have actually sent me an e-mail inviting me to upgrade to fttp and when I click the link it tells me it is available but then at the ordering point that it's not. Grrrt

Re: FTTP Availability.

iniltous — Sat, 21 Aug 2021 07:53:17 GMT

Not sure what can be checked in a ‘cabinet’ on FTTP, but if the pole that serves you has a CBT , and other neighbouring property’s have FTTP from that pole , it would seem to be incorrect address data that is affecting your ability to order it, as suggested , enter the returns from the wholesale checker , if currently a BT customer , use your phone number, but obscure it when you post the results

You posted at the same time as me, are you a ADSL/FTTC BT customer ?

You can always use the address option rather that the phone number but potentially it’s less accurate

Re: FTTP Availability.

ASM987 — Sat, 21 Aug 2021 07:53:26 GMT

Re: FTTP Availability.

imjolly — Sat, 21 Aug 2021 07:55:25 GMT

@ASM987

not sure why checker does not work for you unless you are not a BT customer or you already have digital voice

try using your address and post results so we can see what is showing as available

Re: FTTP Availability.

ASM987 — Sat, 21 Aug 2021 07:59:19 GMT

Already a digital voice customer. Will try again.

Re: FTTP Availability.

ASM987 — Sat, 21 Aug 2021 08:06:25 GMT

Re: FTTP Availability.

iniltous — Sat, 21 Aug 2021 08:10:12 GMT

DV is probably the issue , although the phone number is a ‘BT’ number it won’t be recognised as such ( but it makes no difference to the promotional material BT sent out ) , DV on FTTC ( presumably what you are currently on ) is probably pretty rare and the online ordering portal won’t be able to respond, chances are you need to call the FTTP group ( not regular customer service )to progress your order

Re: FTTP Availability.

imjolly — Sat, 21 Aug 2021 08:08:48 GMT

you need to delete address

have you tried phoning the FTTP TEAM 08005874787 and see if they can help checker certainly shows FTTP available to you

Re: FTTP Availability.

ASM987 — Sat, 21 Aug 2021 08:19:31 GMT

Thanks - never had this phone number before, just the standard contact number ending 150

Re: FTTP Availability.

ASM987 — Sat, 21 Aug 2021 08:20:53 GMT

I got DV as part of a trial so that may expan things. Thanks for your reply.

Re: FTTP Availability.

ASM987 — Sat, 21 Aug 2021 10:15:32 GMT

All sorted, FTTP ordered and being installed on the 16th Sep. Only way BT could do it was to close my old account down and treat me as a new customer then waive the cost of the equipment. Not ideal from their perspective I guess but for me a satisfactory result. Thanks everybody for your help - much appreciated. 🙂

Re: FTTP Availability.

Starwire — Sun, 22 Aug 2021 16:00:43 GMT

BT have only been around for 175 years, first known as The Electric Telegraph Company, which was formed in 1846 so naturally they’re still learning how to do simple things like providing a service!

Re: FTTP Availability.

ASM987 — Sun, 22 Aug 2021 16:24:21 GMT

I chuckled at this but to be fair once I spoke to the lady at the Accrigton call centre she was SUPERB. Ive got a very good deal with all FREE kit so I'm well happy but appreciate the reply.

Re: FTTP Availability.

chm2009 — Mon, 23 Aug 2021 12:10:13 GMT

Im having this exact same problem and its driving me crazy - what exactly did you do? We have had all the cables installed , had leaflets through the door telling us its available, its live on openreach's site, its live on the bt exchange checker, its live on bt website for my address but whenever im logged in it just doesnt show up. if i try to go ahead for it without being logged in it comes up with they cant take my order at the moment. If i go on zen internet its letting me order it with them, but anyone i speak to at bt after starting off with " yeah should be no problem " and putting my details in i get the dreaded pause then " oh it doesnt look like its available for you yet " its driving me round the bend, who did you end up calling?

Re: FTTP Availability.

imjolly — Mon, 23 Aug 2021 12:25:41 GMT

@chm2009

try phoning the FTTP TEAM again and they should be able to help. you will get someone different to last time

Re: FTTP Availability.

ASM987 — Mon, 23 Aug 2021 12:41:17 GMT

Hi, I called the FTTP TEAM 08005874787 and got through to a BRILLIANT lady at the Accrington call centre. She looked at the history, saw that I've been with BT for over 30 years and been messed around regarding FTTP for best part of 8 months so with the authorisation of her manager she treated me as a "New" customer. The upside is that I get all new kit FOC (have to return the old stuff) plus get to keep my landline number and all email addresses linked to my account. The downside is that I will not get to watch all the recordings on my BT TV Box because they are not transferrable and the kit has to be returned, and I need to create a new "MyBT" id.

Re: FTTP Availability.

chm2009 — Mon, 23 Aug 2021 12:49:27 GMT

Ok finally sorted and ordered, got through to someone who put me through to someone else who uses a different system and hes been able to order it, all through good package being installed 2nd sept, thanks all

Re: FTTP Availability.

chm2009 — Mon, 23 Aug 2021 12:50:52 GMT

Ok luckily Id told the guy that id seen someone with the same problem and thats what they had to do, and he said that theres one more thing he can try before going down that route and fortunately it worked!