This topic

I have FTTP but every operator thinks I don't.

Verius024 — Wed, 20 Sep 2023 08:06:04 GMT

Hello.

I have a huge problem. I am currently using Halo 100 broadband package but on 4th November my contract ends. Wanted to upgrade but my only available option is max 5Mbps. That goes for every operator using Openreach network.
I checked Openreach and other broadband checkers and it says that I don't have Fibre, even though I am using it right now.
I have had FTTP installed 2 years ago. I don't know what to do. About an year ago I remember when I was checking BT I could get everything up to 1000Mbps.
Checked my addresses and everything looks fine/the same as before.

I am really desperate at this stage. Can someone help me?

Regards,
Slawomir

Re: I have FTTP but every operator thinks I don't.

Keith_Beddoe — Wed, 20 Sep 2023 09:06:59 GMT

@Verius024

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: I have FTTP but every operator thinks I don't.

Verius024 — Wed, 20 Sep 2023 12:06:01 GMT

Thanks of reply.

Here are my results:

This one is showing that FTTP is not available, even though I am using it right now

Re: I have FTTP but every operator thinks I don't.

imjolly — Wed, 20 Sep 2023 11:20:00 GMT

you can try phoning FTTP TEAM 08005874787and get them to check quoting the serial number from ONT

you can also try retentions 08007831401 and see if they can help you with a renewal package upgrade

Re: I have FTTP but every operator thinks I don't.

Keith_Beddoe — Wed, 20 Sep 2023 11:22:26 GMT

As you already have FTTP and want a faster speed, then Call the FTTP helpdesk on 0800 587 4787 for an upgrade.

FTTP does not come from the cabinet, which is why its not showing.

Re: I have FTTP but every operator thinks I don't.

Verius024 — Wed, 20 Sep 2023 11:33:59 GMT

I have called and explained my situation. I have been told I cannot upgrade as I don't have FTTP.
I have explained again that I have and I am using it right now but operator still said that I don't have it...it's crazy

I really don't know what to do...

Re: I have FTTP but every operator thinks I don't.

Carlusha — Wed, 20 Sep 2023 11:46:36 GMT

@imjollywrote:
you can try phoning FTTP TEAM 08005874787and get them to check quoting the serial number from ONT
you can also try retentions 08007831401 and see if they can help you with a renewal package upgrade

@Verius024 The advice above is sound. Request they check the ONT serial number which you have noted.

Check also your MyBT account which will detail the package you currently have.

While you're waiting for advice, you were advised to edit out your address before showing the checker results.

This is a PUBLIC forum and may be harvested for email addresses posted by the unwary!

Re: I have FTTP but every operator thinks I don't.

iniltous — Wed, 20 Sep 2023 11:58:17 GMT

The UPRN check shows that an ONT is fitted ( which is correct as you have FTTP ) but the address checker doesn’t , so there is apparently some mismatch between them , if you use a UPRN checker does the UPRN you posted identify the correct property, and is your address identical to what the Royal Mail keeps for your address ?.

If BT are your provider you could ask for a ORDI ( Openreach data integrity ) check , so that any error or omission between what OR have and your actual postal address can be corrected.

Re: I have FTTP but every operator thinks I don't.

Verius024 — Wed, 20 Sep 2023 12:08:43 GMT

Address are correct and match with Royal Mail.

Can you guide me how can I ask for ORDI and ONT serial number check.
I have called number that was provided in previous post but nobody could help me with that.

Re: I have FTTP but every operator thinks I don't.

Verius024 — Wed, 20 Sep 2023 13:22:50 GMT

Thanks, edited it.

Edit.
Spoke with 2 operators. One disconnected and told me he'll call me in 5 mins - didin't called and has been 40 mins.
Second op told me that it's Openreach issue and she can't do anything with it (asked for ORDI and ONT serial number check).
I am losing all hope at this stage.

Re: I have FTTP but every operator thinks I don't.

imjolly — Wed, 20 Sep 2023 13:10:33 GMT

sorry you say you have called but was that the FTTP TEAM or just CS?

Re: I have FTTP but every operator thinks I don't.

iniltous — Wed, 20 Sep 2023 13:14:51 GMT

Often , the BT Mods on this forum will offer to arrange this check ( ORDI ) , if they offer assistance, respond in the way they ask ( it can be a few days ) alternatively call BT and explain that your address within the records system has a error that is stopping you regrading your BT service, and need’s confirmation it’s OK or the faulty data corrected ( quote ORDI ) however it may not be understood by the representative ( not a particularly common request ) .

As far as using the BT FTTP team , your ONT has a unique serial number that identifies it , this team may be able to use that number to locate you in the system and arrange what you want ( assuming what you want is relevant to BT ) , apparently the FTTP number at busy times or out of office hours defaults to regular customer service, so it may be worth confirming you are speaking to the FTTP team if you go down this route

Re: I have FTTP but every operator thinks I don't.

Verius024 — Wed, 20 Sep 2023 13:29:45 GMT

I called this number: 08005874787

Re: I have FTTP but every operator thinks I don't.

imjolly — Wed, 20 Sep 2023 13:35:20 GMT

as you have tried FTTP TEAM and getting nowhere I have asked forum mods if they can help they will post here

Re: I have FTTP but every operator thinks I don't.

Verius024 — Wed, 20 Sep 2023 13:42:33 GMT

@imjolly Thank you.

Re: I have FTTP but every operator thinks I don't.

JohnC2 — Wed, 20 Sep 2023 14:09:55 GMT

Hi @Verius024, the FTTP would be the best option to get this fixed.

If you want to ty them again to get the address records updated it would be quicker.

I've sent you a Private Message if you still can't make progress with it so you can get in touch with the Mod team. We are very busy at the moment and if you need to get in touch it may take us a few days to get back to you.

Cheers

John

Re: I have FTTP but every operator thinks I don't.

Verius024 — Tue, 26 Sep 2023 10:55:50 GMT

Hi,

Just wanted to let you know that Openreach managed to fix an issue. There was an error in their database.

Thanks for everyone in this post.