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

andypeek1983 — Mon, 13 Dec 2021 13:06:01 GMT

I'm trying to help a friend with a similar issue to the one you've supported with in this post.

My friend is a customer of TalkTalk (sadly) and is receiving 3Mbps broadband. I've tried to switch him to another supplier however a lot refuse to take him and others believe he has a ADSL connection so the max speed is 7Mbps and he can't benefit from better deals. He can't also use catchup etc.

Checked his neighbours and they all have the option of Fibre and show an average reported connection of between 40 and 60Mbps. This info being from the Openreach database which is passed onto suppliers.

I've spoken with Openreach who kindly ran some checks. They confirmed he is connected to the same cabinet as his neighbours and the cabinet and line if FTTC compatible and they can see it can handle fibre speeds of up to 60Mbps. However they can't and won't update the database which suppliers use, even though they can see the issue. They have advised we need to ask TalkTalk to contact Openreach and ask them to update the database.

He is not tech savvy and called up for help. The colleague he spoke to advised "To get faster speeds we need to renew your contract and move you onto a new tariff". They have moved him onto a new ADSL contract with a new speed of 7Mbps for £28.00! He's basically been ripped off and instead of helping they've taken advantage. He does have 20 days to cancel the upgrade.

I've spoken with TalkTalk who cannot grasp the issue. They ran a line test to tell me he is receiving 6Mbps broadband but this is above the minimum of 3Mbps so can't help. We've even escalated to the CEO of TalkTalk who's team again refused to help and refused to contact Openreach with the reasoning "We just don't want to sell him Fibre he will just have to cope with ADSL".

He would be more than happy to switch to BT if you can offer any support in updating the database so he can complete the switch to a FTTC Fibre connection. I have all the details if you could drop me a DM to discuss?

Thanks in advance

Andy

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

licquorice — Mon, 13 Dec 2021 13:18:45 GMT

I'veoved your post to start a new thread as the thread you posted on is over a year old and marked as solved.

I'm afraid there is nothing BT can do until you become a customer. Talk Talk need to raise an ORDI request with Openreach to update their records.

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

imjolly — Mon, 13 Dec 2021 13:54:47 GMT

try entering your friends address as phone number will not work and this should show what is available to his address

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

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

andypeek1983 — Mon, 13 Dec 2021 14:14:05 GMT

Hi @imjolly

Thanks for the advice, I've done as suggested and this is what it comes back with;

There is no data available for this number. This could be either because it is not a BT line or it is a new BT number that has just been provided. Most new numbers will appear on the checker 24 hours after BT has installed the line

However Openreach have confirmed it is a BT line, they can see the line and it's just on the Database incorrectly.

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

andypeek1983 — Mon, 13 Dec 2021 14:17:30 GMT

Hi @licquorice

Thanks for the reply. I've read other posts in which the mods have supported with this to allow a customer to switch into BT as a Fibre customer so was hoping they could offer us the same level of support so I can help him switch.

Sadly TalkTalk are refusing to contact Openreach and have advised that if Openreach believe the database is incorrect they should update the records. TalkTalk just keep running a speed test and saying it's above the minimum speed which is 3Mbps.

They've basically got him trapped and are refusing to help. Really frustrating and upsetting that a company are so bad. Bit stuck if the BT guys can't help as TalkTalk have refused.

Next step would be the ombudsman after 8 weeks or a final response. But this would mean switching him back to his older contract which is £50 per month until it's sorted.

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

Keith_Beddoe — Mon, 13 Dec 2021 14:28:22 GMT

@andypeek1983

The only other option would be to totally cancel your service with TT and then once its all ceased, apply for service with BT Retail, as a new customer.

The problem is, you would lose both phone and broadband for possibly two weeks or more.

BT cannot help you while you are a TT customer. But I suppose you could always place an order for an additional line from BT, then cancel your TT service once its active.

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

andypeek1983 — Mon, 13 Dec 2021 14:40:09 GMT

Hi @Keith_Beddoe

Thanks for the reply. The chaps in his 70's and had his landline number all his adult life, I doubt he will be willing to loose the number.

BT do offer a switch (one of the few) but it is for an ADSL deal and not fibre, assume this is because of the database error showing the line is only ADSL compatible.

Still shocked that Openreach can see the issue as they told me what it is, but then won't update the system so he can switch. Think the Ombudsman might be the only route to resolve as it seems Openreach and TT don't want to help and seem happy to leave him stuck on ADSL.

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

imjolly — Mon, 13 Dec 2021 15:00:30 GMT

@andypeek1983 wrote:

Hi @imjolly

Thanks for the advice, I've done as suggested and this is what it comes back with;

There is no data available for this number. This could be either because it is not a BT line or it is a new BT number that has just been provided. Most new numbers will appear on the checker 24 hours after BT has installed the line

However Openreach have confirmed it is a BT line, they can see the line and it's just on the Database incorrectly.

As I said in my post use the address as your phone number will not work - which you have confirmed

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

Keith_Beddoe — Mon, 13 Dec 2021 15:16:17 GMT

@andypeek1983 wrote:

Hi @imjolly

Thanks for the advice, I've done as suggested and this is what it comes back with;

There is no data available for this number. This could be either because it is not a BT line or it is a new BT number that has just been provided. Most new numbers will appear on the checker 24 hours after BT has installed the line

However Openreach have confirmed it is a BT line, they can see the line and it's just on the Database incorrectly.

Its not a BT line, its just an Openreach pair of wires rented by TalkTalk.

Use the address checker option which needs the address and the postcode. If anything other than ADSL is available, it will show it.

Its the cabinet number and exchange name which is important.

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

andypeek1983 — Mon, 13 Dec 2021 15:33:03 GMT

Sorry didn’t see the address checker. Pic attached of what it shows.

Had to chop off a lot of the info as said the file was to large. Hope these are the bits you need.

Thanks again

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

imjolly — Mon, 13 Dec 2021 15:38:19 GMT

what you posted shows FTTC at the address but you have cut of the rest which would show available or waiting list. if waiting list that would explain why FTTC not available

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

licquorice — Mon, 13 Dec 2021 15:38:26 GMT

In the info you chopped off, was there any mention of 'Waiting List' ?

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

andypeek1983 — Mon, 13 Dec 2021 17:45:45 GMT

Sorry it's taken ages to respond have been out helping another friend.

This is what I see for my friends address, it does say waiting list at the end. I have checked other properties on his street and they all also say Waiting List at the end. However all of them are able to use a Fibre connection and if you use there details on the BT website for example it says they can have Fibre between 40 and 60Mbps.

If it helps is postcode is S80 4JJ

Thanks again for everyones help.

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

licquorice — Mon, 13 Dec 2021 17:59:24 GMT

If they already have fibre it's not a problem. It means the cabinet is full and there are no spare ports for any new customers. ADSL comes from the exchange rather than the cabinet.

Nothing to do with incorrect records and a you can do is keep checking for the checker to say available.

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

andypeek1983 — Mon, 13 Dec 2021 18:03:50 GMT

Thanks for the reply.

I'm a little confused as all his neighbours show the same as waiting list? They also show connected to the same cabinet. However some of Fibre and if you enter any of their details into BT for example it shows they can have fibre. Shouldn't they also have to wait until it says available?

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

licquorice — Mon, 13 Dec 2021 18:11:36 GMT

There are no spare ports in the cabinet, ergo it will show as waiting list for any address put in the checker. Anybody already having fibre is clearly not affected by the lack of ports. If you put a BT number that has fibre in the checker, it will recognise that the number already has fibre and the status is irrelevant.

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

andypeek1983 — Mon, 13 Dec 2021 18:40:44 GMT

Thanks again,

Just another question (which I can't get my head around).

I've just put my friends details into the BT site and it says he can have between 3 - 7Mbps standard broadband. I put his details into TT for example and they also say between 3-7Mbps. Put his details into Vodafone and it says they can't supply a product.

If I put in his neighbours house number, eg Number 1 it says on BT they can have between 3-7Mbps. You would assume this information is coming from the Openreach database? However if I put number 1 into TT it says they can supply 66 - 73? If I replicate this on Vodafone they also say number one can have 66-73Mbps? Would you not think that TT would also suggest the same as BT and Vodafone should also say Number 1 can't have fibre?

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

licquorice — Mon, 13 Dec 2021 18:47:41 GMT

I have no idea how other companies offer services but I can assure you that until the checker indicates available rather than waiting list you are not going to get fibre broadband. There are simply no ports to provide it.

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

imjolly — Mon, 13 Dec 2021 19:37:17 GMT

The ports in the cabinets are not allocated to specific ISPs but are available to all ISPs hence if there is a waiting !just for FTTC then that applies to all ISPs. Probably find the ISP that says fibre connection will not be able to provide when an order is placed