This topic

Can't order FTTP - BT Database Issue

NotADog — Tue, 02 May 2023 19:46:04 GMT

We currently have:

FTTC (with BT)
FTTP (Openreach fibre with Cerberus. FTTPoD, now out of contract)

Openreach checker says we can have FTTP - as we do (Available now, ultrafast full fibre).

BT Wholesale address checker says we can have WBC FTTP (available, 1-stage), again, as we have with Cerberus.

BT Retail website (not logged in) says we can have FTTP ("Full Fibre") at our address.

Logged in to our BT account, MyBT, upgrade broadband only gives FTTC options. Phoning BT Retail doesn't help, they can only sell us FTTC and say FTTP isn't available. After many phone calls the best I have had is a promise to raise an ORDI (twice), but that was two weeks ago.

Any ideas how to fix this so we can migrate our FTTC connection to FTTP (ie, changing from Cerberus to BT) ?

thanks,

Chris

Re: Can't order FTTP - BT Database Issue

pippincp — Tue, 02 May 2023 19:54:22 GMT

Give the FTTP team a ring 0800 587 4787 if you get passed on to normal CS hang up and try again.

Re: Can't order FTTP - BT Database Issue

NotADog — Tue, 02 May 2023 19:57:50 GMT

@pippincpThanks, I have tried the FTTP team number (unsuccessfully, just got CS) but I'll be more persistent. Is there any time of day that the FTTP team might be less busy, or is it just luck ?

Re: Can't order FTTP - BT Database Issue

imjolly — Tue, 02 May 2023 20:04:40 GMT

Obviously not peak times but generally pot luck

Re: Can't order FTTP - BT Database Issue

brookheather — Wed, 03 May 2023 12:13:21 GMT

Is your FTTC currently under contract with BT - if you are out of contract you might be better off terminating the FTTC (ideal time to port out your phone number to a VOIP provider) and then once you just have the FTTP connection move that to BT as a new customer - you might qualify for a better offer.

Re: Can't order FTTP - BT Database Issue

DavidM — Thu, 04 May 2023 16:04:26 GMT

Hi @NotADog and thanks for posting.

Did you manage to get through to the FTTP team? Were they able to help?

Cheers

David

Re: Can't order FTTP - BT Database Issue

NotADog — Thu, 04 May 2023 17:05:12 GMT

Hi @DavidM ,

No, not after 18 attempts. I'll try tomorrow evening and see if I have more luck. Keep getting CS.

Chris

Re: Can't order FTTP - BT Database Issue

DavidM — Thu, 04 May 2023 18:07:40 GMT

Thanks for the reply @NotADog .

Let me know how you get on this time.

Cheers

David

Re: Can't order FTTP - BT Database Issue

NotADog — Fri, 05 May 2023 16:49:23 GMT

@DavidM @brookheather @imjolly @pippincp

Thank you all for your help. In the end after many attempts to talk to the Fibre Team I tried option 1 again, and ended up talking to Peter (there are probably many Peters) in the Value Team.

He had come across this problem before, and it is something to do with subtle differences in the account address from the time when broadband never existed and all we had was a phone line (1970's), and the spelling of the address used by Openreach for FTTP (which is actually the correct spelling). Seems that the address needs the same capitalisation as well as the same spelling. The fix is then to do a home move (working line takeover) from the 'old' address to the 'new' address (both the same physical house). Seems to have worked (I have an open order, and the ONT serial number lines up with the actual ONT) but I will only be sure if the order stays open to the 22nd when the takeover should happen.

This is keeping the existing landline number and an associated BT email address, the landline moving to VOIP (digital Voice).

Re: Can't order FTTP - BT Database Issue

JohnC2 — Fri, 05 May 2023 18:04:29 GMT

Hi @NotADog, thanks for the update and do keep the thread updated.

Cheers

John

Re: Can't order FTTP - BT Database Issue

david39ni — Sat, 06 May 2023 19:29:26 GMT

I dont understand what you says here confuses me you say and a quote "

Openreach checker says we can have FTTP - as we do (Available now, ultrafast full fibre)."

Re: Can't order FTTP - BT Database Issue

NotADog — Sun, 07 May 2023 20:11:24 GMT

The Openreach checker (https://www.openreach.com/fibre-broadband/fibre-first#FibrecheckerX) says Available Now, ultrafast full fibre.

We do have FTTP ("ultrafast full fibre"), provided by a CP who uses the Openreach network - Cerberus.

The issue I have (or maybe had) is that the BT Retail CP's database had two (subtly different) addresses for our house. The Openreach data relating to our FTTP line used one form of the address, which was not the same as the form of the address used for our FTTC line. So when I tried to upgrade our FTTC to FTTP the BT Retail database said "not available".

The problem is a BT Retail internal problem, other CPs have no problem with our address or the availability of FTTP.

Re: Can't order FTTP - BT Database Issue

DanielS — Mon, 08 May 2023 18:29:21 GMT

HI @NotADog,

Thanks for taking the time to post your latest updates.

Hopefully everything goes to plan for you on the 22nd.

Ideally, we should be placing an ORDI request with Openreach who would correct the address that they have for your house. We would then match that address to that address at our end which is very easy to do. This address needs to match the address that the Royal Mail address checker has for you. I wanted to put this up as I had to help another Community user whereby the FTTP team placed a home move order to the same address which ended up being someone else's address according to Openreach's database.

The fact that the ONT details match your ONT box should hopefully mean all will go ahead ok.

Thanks
DanielS

Re: Can't order FTTP - BT Database Issue

NotADog — Fri, 12 May 2023 18:22:35 GMT

@DanielS @JohnC2 @DavidM

So that failed.

I have a Smart Hub 2 and a couple of Essential Digital Home phones here, but just after they were delivered the order started to go wrong, and was updated a couple of times by the "Order Management Team". It ended up that they would be stopping the current phone service/number and providing a new number on Digital Voice. We don't want to lose the phone number so I cancelled the order.

It seems that what BT can't do is upgrade our current FTTC line to FTTP. A new FTTP order which isn't an upgrade looks like it would work, with BT or any other CP.

Our current line has both a phone number and email which we don't want to lose, this is why we want to upgrade (so we keep them).

I'll keep trying to talk to the FTTP Team.