This topic

Full fibre issue

belsey12 — Wed, 18 Jan 2023 11:44:22 GMT

Wondering if anyone can help me with what to do we have a openreach full fibre line installed were looking to switch companies to BT they can't order full fibre as there system says it's not available any ideas how I go about fixing this.

Re: Full fibre issue

Keith_Beddoe — Wed, 18 Jan 2023 11:56:56 GMT

@belsey12

Welcome to this user forum for BT Retail phone and broadband customers.

Is it a Business connection that you have?

Who is your current provider, are you sure Openreach installed the connection, and you have an Openreach ONT fitted?

Re: Full fibre issue

belsey12 — Wed, 18 Jan 2023 12:00:25 GMT

it's residential and I'm currently with talktalk. Just seems weird as the line is installed that they can't see it and order it.

Re: Full fibre issue

belsey12 — Wed, 18 Jan 2023 12:01:08 GMT

Yes the ont is installed from openreach

Re: Full fibre issue

Keith_Beddoe — Wed, 18 Jan 2023 12:06:25 GMT

Use the address checker on the page below, and post the results, but edit out your address details first.

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

Re: Full fibre issue

belsey12 — Wed, 18 Jan 2023 12:12:08 GMT

It's not letting me add it because it says picture is to big but it does say fttp is not available

Re: Full fibre issue

belsey12 — Wed, 18 Jan 2023 13:37:07 GMT

Hi I have managed to upload it. It suggest it is not available which is weird as I have the line installed.

Re: Full fibre issue

licquorice — Wed, 18 Jan 2023 14:36:58 GMT

Give the FTTP team a ring 0800 587 4787, the number diverts to the normal help desk if it is busy, so try again if it does.

Re: Full fibre issue

belsey12 — Wed, 18 Jan 2023 14:41:28 GMT

Hi I have done this and every time I do they transfer to the sales team and say they are the one that deals with new orders.

Re: Full fibre issue

Anonymous — Wed, 18 Jan 2023 15:00:32 GMT

Forgive the sanity check but is it one of these you have?

Just checking as your availability also shows GFast, which would give higher speeds but not through FTTP.

Re: Full fibre issue

belsey12 — Wed, 18 Jan 2023 15:03:59 GMT

Yeah it is I am currently getting future fibre 900 with TalkTalk but won`t to move other due to the customer service. I`m lost with what to do.

Re: Full fibre issue

Anonymous — Wed, 18 Jan 2023 15:05:14 GMT

Could be an addressing error, does your address appear exactly correct on the Royal Mail database?

https://www.royalmail.com/find-a-postcode

Re: Full fibre issue

belsey12 — Wed, 18 Jan 2023 15:07:24 GMT

Yeah it does it also says it is available on Openreach the only place that says it is not avalible it the bt wholesale checker and every time I ring up they basically say i`m insane and am not getting 900 package from Talktalk

Re: Full fibre issue

Anonymous — Wed, 18 Jan 2023 15:58:16 GMT

@RobbieMac

As you're online (or was!) can you guys help?

Re: Full fibre issue

belsey12 — Wed, 18 Jan 2023 16:07:42 GMT

The line is still working with talktalk too get on average 910 download and around 105 upload

Re: Full fibre issue

iniltous — Wed, 18 Jan 2023 18:22:05 GMT

If it’s some sort of address issue , TT still managed to raise an order with OR , so they must have navigated the address issue successfully, it’s possible ( but not that likely ) that TT have the necessary ‘cable links’ between the OR ‘headend’ and TT backhaul network, but BT ( via BTw ) do not currently have their own cable links between the headend and BT/BTw backhaul, although in those cases it should show as FTTP unavailable rather than not showing any FTTP, but may explain why BT currently cannot offer service, you could try ( obviously with no commitment to sign up ) some other ISP’s that use different backhaul providers, like Zen or Andrews and Arnold .

As already suggested, call the BT FTTP customer service reps , they are much more likely to be ‘Au fait’ with issues like this , and if it is an address issue potentially can sort that out .

As stated, if you get regular customer service, keep trying until you get the FTTP team.

Re: Full fibre issue

belsey12 — Wed, 18 Jan 2023 19:06:43 GMT

Will do thanks but the checker address looks correct everytime I put it in it also doesn't come up on sky can only order though talktalk, zen and gigaclear is there anyway of getting t system updated

Re: Full fibre issue

licquorice — Wed, 18 Jan 2023 19:14:09 GMT

Then it would appear that it isn't Openreach fibre but Gigaclear.

Re: Full fibre issue

belsey12 — Wed, 18 Jan 2023 19:17:43 GMT

Not gigaclear I meant giganet and it is openreach line

Re: Full fibre issue

Anonymous — Wed, 18 Jan 2023 19:29:01 GMT

My money's on CityFibre, which would explain everything:

Giganet joins Vodafone, TalkTalk and Zen as a major consumer internet service provider using CityFibre’s national footprint.

https://cityfibre.com/news/giganet-increase-commitment-to-cityfibres-network-offering-full-fibre-broadband-services-nationwide

But their ONTs are apparently black...