This topic

Openreach are continuously routing to the wrong DSLAM

dansales8 — Tue, 18 Jul 2023 12:27:37 GMT

I have been attempting to get BT broadband at my new house for over 2 months now, but every time a new engineer comes to connect us, the routing has been done to the incorrect DSLAM. This has happened 7 consecutive times. It's always routed to the incorrect box about 5 miles away from my house. Nobody within the customer service team at BT is able to have any meaningful effect on this. It just happens time and time again. They then have to cancel my order and reorder everything from scratch which just begins the process again. On the time before last, I received this message:

"The engineer has identified the order is routed to the wrong DSLAM, this will make all the routing including the cable link invalid. We are in the process of correcting this and will provide further notification of any actions to be taken once our work with the engineers has been completed. Apologies for the delay, please stand by for further instructions. We will update you of any progress once we have an update, the next review date will be 13/07/23. We will contact you then.
The relevant engineers are in the process of correcting the routing issue and will provide further notifications and actions once the work has been completed. Review date has been set for 17/07/23 so will have an update then.

It has gone on for so long I have lost all faith that anyone will be able to fix it. Does anyone have any advice on who needs to fix this and how they might do it?

Re: Openreach are continuously routing to the wrong DSLAM

imjolly — Tue, 18 Jul 2023 12:51:46 GMT

openreach will not move your line to a closer cabinet just so you can get better internet connection ( this has been covered numerous times on the forum previously). Bear in mind the existing copper line for phone use PSTN will end in 2025 and you will use the internet for calls VOIP

Re: Openreach are continuously routing to the wrong DSLAM

dansales8 — Tue, 18 Jul 2023 12:54:30 GMT

It's not so I can get a quicker connection, it's so I can get any connection at all....

My property is covered by the Farningham Exchange (cabinet 10), but they're incorrectly routing to the Dartford exchange (cabinet 12), meaning the engineer can't connect anything.

Re: Openreach are continuously routing to the wrong DSLAM

imjolly — Tue, 18 Jul 2023 13:04:43 GMT

what does it show if you use your phone number - options available.

if it's not to improve your broadband then what difference does it make which cabinet your are connected to?

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

Re: Openreach are continuously routing to the wrong DSLAM

dansales8 — Tue, 18 Jul 2023 13:06:22 GMT

The engineers are saying that's too far away to connect anything to. It's definitely a fault

Re: Openreach are continuously routing to the wrong DSLAM

dansales8 — Tue, 18 Jul 2023 13:08:13 GMT

i don't have a phone number set up yet

Re: Openreach are continuously routing to the wrong DSLAM

jonsmile — Tue, 18 Jul 2023 13:25:06 GMT

Hi, you can use a UPRN number instead

To fins yours, head to https://www.findmyaddress.co.uk/search and enter your postcode and select your house number

You will then see a long number starting 1000

Enter this number into the checker and you will see the results of your house

Re: Openreach are continuously routing to the wrong DSLAM

dansales8 — Tue, 18 Jul 2023 13:27:17 GMT

Says the same thing. Farningham Cabinet 10. Not Dartford Cabinet 12..

Re: Openreach are continuously routing to the wrong DSLAM

iniltous — Tue, 18 Jul 2023 14:03:00 GMT

When you say new house , is it new to you , or a new build and you are the first occupant and yours will be the first ever service into the property ?.

Is there anything unusual about this building, like it’s on a remote plot on its own , or in a village setting where addresses are not in the format : house number , street , town , county, postcode ?

For the property to consistently be incorrectly routed , suggests either the wrong property is being selected at order entry ( possible if the address isn’t in the regular format ) or there is inconsistency between the postcode Openreach hold and the Royal Mail postcode, have you checked the postcode is correct , and if you use a UPRN checker , that your property is indicated .

A potential long winded way to get service, that doesn’t rely on a DSLAM being allocated initially is order a line only , if routed to the wrong DP and cabinet, provided the exchange is correct , the installer should provide the connection ignoring the incorrect routing getting the actual routing he or she used recorded, then if a broadband service is ordered , this actual routing data should ensure the DSLAM associated with the correct copper cabinet for you location is selected , not one miles away .

If PCP 10 is correct for you address , the copper DP outside your home , is cabled back to that cabinet, if they allocate a FTTC port associated with PCP 12 obviously it cannot be connected to your line , the question is ,why if cab 10 is correct , and cab10 has FTTC , why isn’t it being automatically picked up by the routing algorithm , this is an automated process based on the address

Re: Openreach are continuously routing to the wrong DSLAM

dansales8 — Tue, 18 Jul 2023 14:16:48 GMT

Thanks for the thorough response. It's new to me, as far as I know the previous owners had Sky Broadband set up with no issues. The unusual thing is that there is a street near the Dartford PCP with exactly the same street name as mine, so therefore there is an equivalent property where the incorrect routing is being done to with exactly same the first two lines of my address. The only thing different between them is the postcode.

I'm not sure which of the two you've suggested is right but it has to be one of them, and so far nobody has been able to inform whoever it is who is responsible for placing the order to make sure it's done correctly.

I've applied for broadband via BT & Sky now and the same thing has happened.

Would you be able to draw out a step by step plan of action for your plan action around the new line? I'm willing to try anything at this point.

Re: Openreach are continuously routing to the wrong DSLAM

iniltous — Tue, 18 Jul 2023 15:13:49 GMT

The failed orders you have had previously, were they ‘on line’ orders where you entered the address yourself or via phone calls to the sales channel of whatever ISP you used , obviously if self selected, then provided you are using the correct postcode it’s difficult to see how it can go wrong , if you spoke to a customer service representative they could mistakenly pick the wrong address , if there are 2 addresses that are identical apart from the postcode, I suspect this is probably the issue.

TBH , you probably need to check that you are definitely using the correct postcode ( especially if you ordered service on line so it’s you selecting the address) ,

If your address is served by a telegraph pole , it ought to be easy to check the DP number on it , as it’s normally displayed on the pole , unfortunately without speaking to someone within Openreach after the order is raised , I don’t know how you could check that the correct PCP ( cabinet ) and DP have been allocated before another installation visit, the DP number will not be the same at this similar address .

If the wrong address has been selected, the same issue will present itself again , if you speak to a BT Customer representative, it’s possible they may have the option to send the order for a manual routing , perhaps you could call and hopefully get a representative that can do this ,

Re: Openreach are continuously routing to the wrong DSLAM

dansales8 — Tue, 18 Jul 2023 15:16:46 GMT

The first time was online, subsequent orders have been done by representatives. It's definitely the right address and postcode as they email you with the confirmation and the correct address and post code each time. None of it makes any sense.

Re: Openreach are continuously routing to the wrong DSLAM

iniltous — Tue, 18 Jul 2023 15:27:47 GMT

Just noticed it’s 2 different exchanges , hence there will be 2 different exchange codes ( when using BT ) , Farningham numbers begin 01322-86, Dartford begin 01322-3 , you may not be ordering a phone service with your broadband, but if you did , and it wasn’t in the range 01322-86 then you would know it’s incorrect ( provided that your address is proper to Farningham exchange )

Use your immediate neighbour’s addresses in the DSL checker to confirm they return the same information as your address