This topic

Full fibre package in a non Fibre area

CharlieDion — Mon, 11 Nov 2024 11:11:07 GMT

moved house early this year and spoke to BT about moving the package over. no issues there, transition was okay.

but as we settled in we started noticing the TV kept pixelating every time we started streaming, or online games started to lag. the gaming was put down to other issues till i downloaded a new game, it took 20 hours at 23Mbps.

this concerned me because i am paying for a guaranteed 49Mps and an average of 54-60Mps.

i contacted customer support and got some software tweaks but still showed 0 upload speed so an engineer was sent out. but they never arrived

i reported the issue and got told it was not fixed in 30 days so i could cancel free of charge... but still no fix.

now i find that BT doesn't have fibre in the area! so how can they charge me for a service that they don't even provide!??

Re: Full fibre package in a non Fibre area

Anonymous — Mon, 11 Nov 2024 11:22:16 GMT

You have FTTC, Fibre to the Cabinet. That is different to FTTP, Fibre to the Home.

You need to report the fault again, maybe online.

https://www.bt.com/help/report-and-track-your-bt-problem

Re: Full fibre package in a non Fibre area

licquorice — Mon, 11 Nov 2024 11:25:55 GMT

There is no difference in price for a given package regardless of how it is delivered.

Re: Full fibre package in a non Fibre area

CharlieDion — Mon, 11 Nov 2024 12:09:57 GMT

But the package isn't being delivered nor is BT able to provide the package.

That is my issue.

Re: Full fibre package in a non Fibre area

CharlieDion — Mon, 11 Nov 2024 12:11:13 GMT

I used that service before, but I will try again now that I know the cause of my issue.

Re: Full fibre package in a non Fibre area

imjolly — Mon, 11 Nov 2024 12:12:53 GMT

@CharlieDion

enter your phone number provided you don't have digital voice or alternatively enter your address and post results including all the notes this will show what is available to you

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

Re: Full fibre package in a non Fibre area

CharlieDion — Mon, 11 Nov 2024 12:40:49 GMT

I don't have any of that information available unfortunately. It all seems to numbers relating to BT hardware

Re: Full fibre package in a non Fibre area

Anonymous — Mon, 11 Nov 2024 12:48:47 GMT

@CharlieDion

Just click on the address tab & enter your postcode.

Re: Full fibre package in a non Fibre area

iniltous — Mon, 11 Nov 2024 13:14:00 GMT

Obviously you can’t have a full fibre package in a non fibre area , but that’s only on speeds over 80Mb

( Speeds over 24Mb and upto 80Mb can be had via FTTP and FTTC , (Fibre To The Cabinet ) , which is still sold as ‘fibre’ , but is not sold as ‘full fibre’ , given your guaranteed speed FTTC is obviously what you are on, you were not sold full fibre package if you are not in an FTTP area.

If your service isn’t reaching the minimum speed , it’s almost certainly due to a fault , either outside your home , in which case your provider BT needs to report it to Openreach to fix , or possibly inside your home , in which case you may need to do some investigation of your own wiring etc….the thing to do ( as well as checking what’s available and the predicted speeds for your address , is to access the router connection statistics, and post them here , issues with the line are usually obvious from the connection stats , a search will find how to access your BT Hub stats

Re: Full fibre package in a non Fibre area

CharlieDion — Mon, 11 Nov 2024 13:38:53 GMT

ah that's not the page I was getting, this is the page the link sent me to, that's the issue I am having.

Re: Full fibre package in a non Fibre area

Anonymous — Mon, 11 Nov 2024 13:41:53 GMT

@CharlieDion

It's the same page but rendered for mobile. Just tap the hamburger menu to get the address checker.

Re: Full fibre package in a non Fibre area

CharlieDion — Mon, 11 Nov 2024 13:51:15 GMT

lotta info, mostly saying what I can't have lol.

Re: Full fibre package in a non Fibre area

CharlieDion — Mon, 11 Nov 2024 13:58:50 GMT

Sorry to say but I was 100% sold a full fibre package. Had a woman round my house explaining it all and how full fibre would give me better speeds.

As I said in my post, I've since moved and BT moved the package with me.

That is how i am on a full fibre package in an area that does not have fibre available.

I've already reported the issue and had the router looked at online, and engineers called out to look at the cabinet and router. I don't know what happened to the cabinet, but I got an email saying it wasn't fixed within 30 days. As for the router, the engineer never showed up.

Re: Full fibre package in a non Fibre area

Carlusha — Mon, 11 Nov 2024 14:35:02 GMT

@CharlieDionwrote:
Sorry to say but I was 100% sold a full fibre package. Had a woman round my house explaining it all and how full fibre would give me better speeds.
As I said in my post, I've since moved and BT moved the package with me.

"Woman round your house"? Was that at the old address or the new address? Was this lady Halo support?

Did you complete an online HOME MOVE request? That should have picked up what you had and what was available at your new address.

Re: Full fibre package in a non Fibre area

iniltous — Mon, 11 Nov 2024 14:58:19 GMT

They can only sell you a full fibre package in a full fibre area ,apparently you are not in one , ( the image that has that information is cropped so most of the info isn’t visible ) even if a ‘dishonest’ salesperson said you would get FTTP ( when it’s not available ) they can’t actually progress an order for FTTP , your address ( if no FTTP availability ) would not allow an order for FTTP to be entered .

Obviously I don’t know what was said , if they lied or didn’t , or if you misunderstood what they said , but FWIW , it seems odd that you had a sales person at your house , BT generally don’t do door to door sales , and certainly not in areas with nothing new to offer like FTTP , knocking on doors offering speeds that have been available for decades isn’t exactly an enticing proposition even if they ‘lie’ say ‘it’s fibre’ , how do they deal with someone who wants 900Mb when they lie and say ‘full fibre’ ?

Log into your BT account, if you have FTTP it will say full fibre , if it doesn’t , then you don’t have full fibre , it’s as simple as that , If you were mis sold , given that you accepted a speed that doesn’t need FTTP to deliver it , and the price is the same for lower speeds ( 80Mb or less ) on both FTTP or FTTC then it’s a difficult argument to make that you were disadvantaged, you got the speed they said and at the price they said , so why would they lie about it being full fibre if what you wanted doesn’t need full fibre anyway ?

FTTP ( full fibre ) needs new optical kit fitting ( CSP and ONT ) the salesperson would look a bit stupid if they said ‘full fibre’ to get a sale and a knowledgeable customer said , ‘ when will Openreach be around to fit the ONT ‘ how would they answer a question like that without giving the game away

Re: Full fibre package in a non Fibre area

Carlusha — Mon, 11 Nov 2024 14:53:17 GMT

@iniltous If a home move had been requested, sales would not have been involved. Still wondering who this mysterious lady who visited might have been representing.

Could it have been one of these?

bt.com/help/door-to-door Sales

Re: Full fibre package in a non Fibre area

yorkspark — Wed, 13 Nov 2024 08:38:02 GMT

@CharlieDionwrote:
Sorry to say but I was 100% sold a full fibre package. Had a woman round my house explaining it all and how full fibre would give me better speeds. You were sold a full fibre package at your old address and that is what you received, you then moved to an address where there is no full fibre, so you will now be on the best available speed at your address, that is not BT's fault.
As I said in my post, I've since moved and BT moved the package with me. You cant move a fibre package to a non fibre address/area, how are you connecting the router, as full fibre uses a cat5e into a ONT

where fibre uses a nte5 with a dsl cable