This topic

Being told there is no fibre broadband at new house

Matt_LFC — Fri, 03 Jun 2022 15:03:32 GMT

Hi, looking for some help if possible. I am moving home on 28th June, I’ve just renewed my BT contract for broadband, phone & BT Sport which was due to expire on June 21st.

The home I’ve bought, according to BT online states that I can receive Fibre at a guaranteed stay fast speed of 48Mb (as if I’m signing up as a new customer).

Any way, after agreeing a new contract verbally over the phone, I logged into my BT app & it says I will have a download speed of 2-5Mb with a stay fast guarantee of 1Mb which is outrageous.

I called BT again today & spoke to somebody different who tells me there is no Fibre available in this area & it’ll be a copper connection which seems like BS to me. It’s a relatively new build housing estate which is not in a rural location.

I’ve done the well known broadband checker online & got these results for my new home:

Can somebody let me know if it looks like FTTC looks possible. I am getting a new landline activated on June 13 at this property. The broadband goes active the same day too but 2-5 Mb is not going to be sufficient. I have read elsewhere that a week or so after the phone line goes active, if I call back they will say I can get Fibre.

Any help or advice greatly appreciated.

Re: Being told there is no fibre broadband at new house

RobbieBaron — Fri, 03 Jun 2022 15:15:09 GMT

Yes, you have FTTC there. It is VDSL in that table. It looks as if your BT app thinks you only have ADSL2+. What does your online BT Home a/c say you've got for your BB?

Re: Being told there is no fibre broadband at new house

Matt_LFC — Fri, 03 Jun 2022 15:19:01 GMT

Broadband
Broadband Unlimited Halo 3

Your broadband should start before 23:59 on: 13 Jun 2022

We'll be in touch to confirm this date soon.

Your contract is for: 24 months, starting when your service starts

How fast will it be?

2 - 5
Mbps

Your estimated download speed

1
Mbps

Your estimated upload speed

Your Stay Fast Guarantee
Your Stay Fast download speed is: 1Mbps

Re: Being told there is no fibre broadband at new house

imjolly — Fri, 03 Jun 2022 15:20:03 GMT

are you using the BT moving home facility and moving your existing contract form old home to new home.

Re: Being told there is no fibre broadband at new house

Matt_LFC — Fri, 03 Jun 2022 15:21:31 GMT

Could it be that they have no space?
Too many houses connected to the cabinet?

Re: Being told there is no fibre broadband at new house

Matt_LFC — Fri, 03 Jun 2022 15:23:15 GMT

I used the BT moving home facility yes but I agreed the home move & new contract over the phone.

my current home (where I am renting at the moment is in the countryside & is even slower broadband).

Re: Being told there is no fibre broadband at new house

imjolly — Fri, 03 Jun 2022 15:25:22 GMT

I would expect the existing connection terminates when you move into your home and get connected. is there not an existing openreach connection in the new home

Re: Being told there is no fibre broadband at new house

Matt_LFC — Fri, 03 Jun 2022 15:27:24 GMT

The line at the new property has been shut off I believe.

We have been issued with a new phone number which will go active there on 13 June

I am just really hoping we are able to get fibre there. I’m not even fussed about FTTP.

FTTC would more than suffice.

Re: Being told there is no fibre broadband at new house

RobbieBaron — Fri, 03 Jun 2022 15:44:29 GMT

No, that tables shows FTTC (VDSL) is "Available".

Re: Being told there is no fibre broadband at new house

Matt_LFC — Fri, 03 Jun 2022 15:33:10 GMT

So I should be able to get it once I move in & my current package & line are/is activated?

The girl on the phone said it could be that no more connections are permitted at that cabinet. Does that sound possible?

She said to call back a week after my line is activated & see what they say. If I can’t get fibre then I am going to cancel it & order Starlink.

Re: Being told there is no fibre broadband at new house

RobbieBaron — Fri, 03 Jun 2022 15:37:59 GMT

As you are doing a BT Home Move you will get the same type of BB at the new property as the old, as long as it's available there. You only agreed to a new contract term as is required for a Home Move; everything else will be unchanged. Has there been any price change?

I assume you are on ADSL2+ at the old home & that's what you'll be getting at the new. This is confirmed by your BT Home a/c.

Re: Being told there is no fibre broadband at new house

Anonymous — Fri, 03 Jun 2022 15:36:56 GMT

I imagine the BS stands for something you won't find in dictionaries! 😂

Re: Being told there is no fibre broadband at new house

Matt_LFC — Fri, 03 Jun 2022 15:39:14 GMT

We are on a copper connection at the current property. It’s an renovated, Old Church, very rural.

I really do not want a copper line at the new place. How do I go about ensuring I receive Fibre there?

It is actually a little cheaper with the new hone move.

Re: Being told there is no fibre broadband at new house

RobbieBaron — Fri, 03 Jun 2022 15:39:05 GMT

It's in all my dictionaries!

Re: Being told there is no fibre broadband at new house

RobbieBaron — Fri, 03 Jun 2022 15:41:33 GMT

Even if you switch to Fibre from ADSL2+ you still have a copper line to the house from the cabinet. It's only FTTP that is Full Fibre with no copper line at all.

Re: Being told there is no fibre broadband at new house

Matt_LFC — Fri, 03 Jun 2022 15:43:05 GMT

A fibre connection will be much quicker than 2-5Mb download speed though, I assume?

So effectively they’ve lied, telling me there is no Fibre available for my property?

Re: Being told there is no fibre broadband at new house

RobbieBaron — Fri, 03 Jun 2022 15:58:22 GMT

Yes, much faster. The BTw table suggests you should get 60 - 80 Megs.

In effect, yes, there is FTTC there. Once you have moved you can request CS to upgrade you from ADSL2+ to VDSL there, at a possibly higher cost.

Re: Being told there is no fibre broadband at new house

imjolly — Fri, 03 Jun 2022 15:50:19 GMT

you will move your existing adsl connection to your new home and once move completed then contact options team to upgrade to FTTC 0800800030

Re: Being told there is no fibre broadband at new house

Matt_LFC — Fri, 03 Jun 2022 15:50:39 GMT

Thank you, Sir.

Re: Being told there is no fibre broadband at new house

Matt_LFC — Fri, 03 Jun 2022 15:51:15 GMT

Thanks, again.