This topic

BT refusal to upgrade my broadband to full fiber

Grumpywombat — Tue, 25 Apr 2023 11:45:38 GMT

Can anybody explain the following and offer any help? I live in the country and been limited to around 20Mb for years, always paid a premium to BT for the best service, as I work from home. Last summer full fiber came to my road, to the post that currently provides twisted pair to my house. In December last my current contract period finished so I looked forward to speeds of 100Mb plus. My attempts to upgrade met with, represents several calls.

1. You do not have full cable in your area - not true I watched them install it and my neighbough who shares the same pole has it.

2. Well then Openreach have not told us you have - can you check and update please as thy have written to me to confirm I do and have given me a case number?

3. I will log it but it will take 14 days and computer still says no

4. Chasing up my enquiry, computer says no, I will chase it, do you want to record a complaint - yes

still waiting any response 3 months later.

In the meantime I check offers from BT for my house, without signing in, and can get deals up to 900Gb. When I sign in no chance to upgrade is offered, beyond my current package 20Gb. it is not a question of money, even though a 100Gb package with my current benefits would be roughly half my current tariff, they simply do not offer a higher throughput package, what is going on? As a "valued" customer of BT for many years why am I so apparently undervalued, Sky and others are very keen to have my business at all sorts of speeds

Has anyone had a similar experience? If so how did you resolve it?

Re: BT refusal to upgrade my broadband to full fiber

imjolly — Tue, 25 Apr 2023 12:11:14 GMT

enter your phone number and post result remember delete number

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

Re: BT refusal to upgrade my broadband to full fiber

iniltous — Tue, 25 Apr 2023 12:44:04 GMT

If your immediate neighbours either side can get FTTP is most likely an addressing issue .

Post the return for your phone number ( unless on DV ) from this checker , you can use the address option but it’s not as accurate, obscuring any identifying info.

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

also post a neighbours return that can get FTTP and the proximity to your address , like next door attached semi , next door detached, over the road etc.

It is the case that ‘PON’ boundaries exist, and there are occasions where neighbours are either side of the boundary, so one can get FTTP the other cannot, but there would normally also be a ‘natural’ boundary, like the addresses are separated by a footpath or road , so although ‘ next door’ they are sufficiently separated that they are on different PON’s , and one PON ( passive optical network ) is built , the other yet to be built.

You can always approach Openreach with a ‘my neighbour can get FTTP but I cannot’ , that gets a network check , all an ISP can really do is check if your address shows availability, if it doesn’t ( even if that’s a mistake ) there isn’t a lot they can do , with the proviso that if your recorded address (held by BT/OR ) is different to the Royal Mail database entry , any error could cause a failure , and it may need a ORDI check , where the record is amended to match the Royal Mail entry.

Is there anything unusual about your address , like a house name rather than a house number , or your address is part of a subdivided property ?, these issues can cause addresses to have no match on the OR database.

Re: BT refusal to upgrade my broadband to full fiber

Grumpywombat — Tue, 25 Apr 2023 18:21:01 GMT

Thanks for your response, as I said in my post Openreach confirmed my property is elligible, someone just needs to run the cable, as they have for my neighbour. Since last summer when the Openreach work took place I have had at least 4 offers from companies, including BT to give me full fiber. They all found my address and I assume were triggered by something to do with an updatd on the Openreach register. When I check on line my property is listed as full fiber for any number of suppliers, again including BT . This was not the case before last summer when BT superfast and similar from other providers, was the best I could expect. So it would seem that everyone who has an interest in providing full fiber to my property, apart from a part of BT, and the fiber engineers believe they can run a short length of fiber to a box on my house and provide fast streaming. Regarding an address issue, prior to direct debit BT always managed to find my address for the bills which is exactly the one that you find on any product search, BT or other supplier. I do not see why there should be an issue based on the above, however if there is why are BT not proactive in resolving the matter as they promised? Perhaps it is to do with the large bill I pay on regular basis, despite my preference maybe it is time to throw in the towel and change supplier

Re: BT refusal to upgrade my broadband to full fiber

imjolly — Tue, 25 Apr 2023 18:25:19 GMT

Can you post the results from the dslchecker as that will show what is available to you and then we can take it from there

Re: BT refusal to upgrade my broadband to full fiber

Grumpywombat — Tue, 25 Apr 2023 18:46:17 GMT

After all the technical info it states.

"FTTP is available and a new OTN may be ordered"

Which in my laymans terms means that there is no technical reason why BT should not offer full fiber and hence high speeds.

Re: BT refusal to upgrade my broadband to full fiber

iniltous — Tue, 25 Apr 2023 19:04:06 GMT

If the BTw checker shows Openreach FTTP available for your address , then the only way that BT wouldn’t or couldn’t provide service over it , would be if BT didn’t have the necessary cable links at the headend, this is very unlikely.
If you are getting nowhere using the normal ordering channels, try the BT FTTP customer service number , 08005874787
This apparently diverts to regular customer service if outside their normal business hours or if busy , if it does that , simply hang up and try again or try during normal office hours

Re: BT refusal to upgrade my broadband to full fiber

Grumpywombat — Tue, 25 Apr 2023 19:05:54 GMT

Sorry that was a typo "ONT may be ordered" ie optical network terminal.

Re: BT refusal to upgrade my broadband to full fiber

Grumpywombat — Tue, 25 Apr 2023 19:07:33 GMT

Thanks I will try that

Regards

Re: BT refusal to upgrade my broadband to full fiber

imjolly — Tue, 25 Apr 2023 19:33:06 GMT

@Grumpywombat wrote:

After all the technical info it states.

"FTTP is available and a new OTN may be ordered"

Which in my laymans terms means that there is no technical reason why BT should not offer full fiber and hence high speeds.

Can you just post the information from the dslchecker or is there some reason for your reluctance

Re: BT refusal to upgrade my broadband to full fiber

GothicGeisha — Wed, 26 Apr 2023 12:53:36 GMT

Hello.

Not sure of the in & outs of whats happened to me, but I signed up for Halo3+ in November & was told I'd get a free guaranteed upgrade to fibre100 when it was installed. So I've seen that being installed like yourself over 1mth ago, the online checker said it should be live by summer if no issues arrive & I've since had an email last wk confirming its now live. So the day I got the email was the day I rang up for my free upgrade, except the system wouldn't let them process it, it wasn't showing as a free upgrade to them, but it shows on their website when you look at package information, so they've had to do a work around & I've had msgs telling me to return my hybrid connect, but been told to ignore them & they'll fix it from there side once everything is up & running.

So maybe it's a package issue not showing the correct information to them on their side.

But check to see if you've had the email saying the fibre service is now live. If you haven't had that yet then open reach haven't finalised your local pole install.

Re: BT refusal to upgrade my broadband to full fiber

Grumpywombat — Thu, 27 Apr 2023 10:37:55 GMT

Thanks to everyone for your help, I was not aware of the checker and it has been the means of getting to the root of my problem. Using the data I was able to confirm that my BT phone number and my actual home address have totally different service profiles.

The reason apparently is that BT have me down with 2 addresses for the same property, the one of the previous owners and mine which was formally changed with Royal Mail (as recoginsed by every other supplier or official agency) about 10 years ago when I moved in. They associate the phone number with the former owners address which obviously has never been updated by Openreach, as it does not exist, however my actual address has.

Apparently I am a very rare case however it has taken them months to resolve and they would not have done anything if I had not kept pushing. At this point can I thank two guys at BT call centre who finally listened to me and took some action. I am told that everything I suspected about my service options is correct and that within 48 hours my profile will be updated and I can proceed to upgrade.

Re: BT refusal to upgrade my broadband to full fiber

GothicGeisha — Thu, 27 Apr 2023 12:08:00 GMT

Glad you have finally got to the bottom of your issue, which is definitely a bizarre one for sure 😁