This topic

Full Fibre install

Janice5 — Tue, 11 Nov 2025 12:03:09 GMT

I ordered full fibre broadband at the end of August, contract coming up for renewal and current package being discontinued. September 3rd first date for engineer visit although I thought that bit soon so was that was the first delay. Had a visit from open reach surveyor, ground works need to be done should take 2 or 3 weeks he said, measured up the route from where to connect from and chalked it all up on the path and up the garden, no problem, great or so I thought....

New date set for 3rd October, no ground works done no contact apart from a text to delay to October 28th, again no works done no contact apart from a text suggesting new date of December 16th, hmmmmm what is going on, I have tried to resolve with customer services but to no avail that is another saga with no callbacks, complaint raised by call worker and then cancelled with no resolution, now I don't seem about to look at the timeline for the complaint that was closed then reopened at my request, network error apparently 😐. So if anyone knows or can tell me what it is going on and when this upgrade may really occur I would be most grateful. Phoning customer services leaves me and from what I have read online, others very stressed.

Re: Full Fibre install

imjolly — Tue, 11 Nov 2025 12:11:04 GMT

which BT broadband package do you currently have as it would be unlikely that your package would be discontinued.

can you enter your phone number or address and post results including notes

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

Re: Full Fibre install

Janice5 — Tue, 11 Nov 2025 12:29:17 GMT

Re: Full Fibre install

iniltous — Tue, 11 Nov 2025 12:59:37 GMT

The DSL checker shows that FTTP isn’t available, (FTTPod is a different product ) so either an error was made allowing you to order in the first place because it’s not available so you shouldn’t have been able to order , but that begs the question that whoever came out on a survey and marked up the pavement etc , why didn’t they say something to you back then , ( if they could see there was no infrastructure to connect you to ) ….or the DSL checker has been changed for your address , from available to not available, indicating that even though FTTP may be in the general vicinity, because your individual address is ‘problematic’ it’s been removed from showing availability…..check your very near neighbours, what do their addresses return ?

Re: Full Fibre install

imjolly — Tue, 11 Nov 2025 12:54:01 GMT

@Janice5

from what you have posted full fibre (FTTP) is not available to you yet

Re: Full Fibre install

Janice5 — Tue, 11 Nov 2025 12:58:55 GMT

Do you work for BT, because I have an open order for full fibre and is it practice for BT to accept your order, delay it indefinitely, send round Openreach to do a survey and then leave you in limbo? Curious as to how this benefits anyone.

Re: Full Fibre install

imjolly — Tue, 11 Nov 2025 13:01:44 GMT

I am a customer just like you and do not nor have I ever worked for BT. the checker show fibre on demand but that is a business product and not the same as residential full fibre so currently it does not show FTTP available to you

Re: Full Fibre install

iniltous — Tue, 11 Nov 2025 13:05:51 GMT

Who is that aimed at ? , the only BT employees are the Moderators, everyone else isn’t or if they are they say so or are not acting in any formal capacity , the advice offered is simply based on other BT customers experience etc .
BT in this respect are no different to Sky or Vodafone or anyone else , they rely on what Openreach ‘say’ , if Openreach make errors in showing availablity for example, obviously service providers like BT can inadvertently mislead consumers…..BTW , no one on here knows what’s happened for sure it’s simply a possibility that seems to fit the facts as we know them .

Re: Full Fibre install

Janice5 — Tue, 11 Nov 2025 13:09:07 GMT

Adjoining neighbour returns the following

Re: Full Fibre install

Janice5 — Tue, 11 Nov 2025 13:14:15 GMT

OK you are just customers like myself then I apologise, also it was not meant to be an insult but rather a question understandably for me the whole process is rather frustrating.

Re: Full Fibre install

imjolly — Tue, 11 Nov 2025 13:19:11 GMT

neighbours are showing FTTP available so may be that openreach information for your address is incorrect so contact openreach using this https://www.openreach.com/forms/fibre-broadband-availability---customer-form

obviously when completing form you stress that next door neighbour can get FTTP so why can't you?

Re: Full Fibre install

Janice5 — Tue, 11 Nov 2025 13:20:16 GMT

Thank you for the link

Re: Full Fibre install

iniltous — Tue, 11 Nov 2025 13:27:32 GMT

I can’t see your image yet as it’s not released from quarantine, but if neighbours do show WBC FTTP as available, it could be your individual address ‘data’ …..often addresses that don’t match the Royal Mail record exactly can cause issues , so is there anything out of the ordinary about your address , like it’s known by a name rather than a number , or is a recent addition on a previously vacant plot (or anything else unusual) , also check the DSL checker again , are there duplicate entry’s for your address , or another entry that could possibly be mistaken for your property .

You could try looking up your UPRN and try using that instead of the postcode on the checker to see if the entry is different

Re: Full Fibre install

licquorice — Tue, 11 Nov 2025 13:29:12 GMT

The image does show FTTP available to neighbour

Re: Full Fibre install

Janice5 — Tue, 11 Nov 2025 13:44:30 GMT

I don't think there is anything unusual about my address and there are no other names, it was built in the 1980's an no nearby changes in that time, hopefully I am fairly straightforward apart from needing initial ground works to run directly to the house.

Re: Full Fibre install

iniltous — Tue, 11 Nov 2025 14:29:48 GMT

Property built in the 1980’s usually is ‘DIG’ , in that the copper cable serving the address is ‘direct in the ground’ , not ducted , hence the need to excavate from the footpath to the house wall to get the new optical cable installed to your property ….its strange that presumably your address did have the appropriate survey notes (as well as showing availablity) perviously , that’s why you were allowed to order , and that order caused the survey visit , to decide the exact route from the footpath to the house wall , and then the order cancelled and the checker for your address changed to show no availablity.

The appropriate link has been provided , complete the section ‘ Tell us what your enquiry is about , selecting the ‘I cannot get fibre but my neighbour can my neighbours can ‘ section that should get Openreach to investigate this apparent error , the only caveat is that there are limits to the work ( more accurately the costs of the works ) that OR will absorb on any single installation , however even in these rare cases , you are asked for a contribution towards the costs , not arbitrarily removed from the system .

Re: Full Fibre install

Janice5 — Tue, 11 Nov 2025 14:47:33 GMT

Thank you for taking the time to explain, I have filled in the form to Openreach, fingers crossed now really.

Re: Full Fibre install

iniltous — Tue, 11 Nov 2025 19:22:18 GMT

The image you posted for your adjoining neighbour is now visible (to me at least ) and it shows they have already had FTTP installed and as expected the survey note is ‘partial direct in ground’ , so assuming your neighbours property is of similar construction and age ( possibly attached to yours as semi or terraced or whatever ) then your installation method should be very similar .

There probably are ‘scars’ in the footpath testament to the work that was done to get their FTTP service installed , which ( if further evidence were needed ) that your problems must be simply some kind of data issue , hopefully easily resolved allowing you to either re-order or your existing order to proceed once Openreach responds to the formwize you have completed