This topic

Cannot Order 900mbps Despite Showing Available on BT Wholesale

BenHughesDS — Thu, 18 Jan 2024 20:37:19 GMT

I am at my wits end. I have been trying to upgrade to Fibre 900 for months now, specifically with EE who are now part of BT but every time the order goes through fine, about a week later from hearing nothing I call them and am told it was cancelled. BT/EE claim that, though EVERY other provider on the internet says I can get 900mbps, I can only get 300mbps. Bear in mind here that the BT wholesale checker says I can get 1000mbps, and if I use my neighbours house number on the BT site (they are literally connected to me by a wall) they can get 900mbps from BT.

I have had several conversations with Openreach who say that they can't see the problem, and even had an engineer round to confirm that all the hardware in place is capable (it is). BT, on the other hand, blame Openreach, saying that the order is rejected with the error "The contact details supplied with your order do not match our database, Error 2044: Maximum supported speeds by line are Downstreamspeeds: 330.000 Mb/s." This is blamed on Openreach's database, even though Openreach themselves claim no problems should occur and have even given me granular detail on how many connections the cabinet can hold and how many are in use.

I honestly don't know what to do here - BT/EE blame Openreach, Openreach blame BT. I tried ordering 900mbps around March last year with another supplier, and that order was also cancelled inexplicably, which I can only surmise means that Openreach are to blame but are not doing anything to change it. Worst thing is I can't make a complaint with them directly as there is no avenue to do that.

Has this ever happened to anyone before, and if so how did you overcome it? I have spend many hours on the phone to BT/EE, nobody ever gets back to me after claiming to do so, so I am now grasping at straws as I fear I will be forever locked to 300mbps as neither entity believes they are at fault, ergo nothing will change.

Many thanks in advance.

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

Keith_Beddoe — Thu, 18 Jan 2024 20:44:24 GMT

@BenHughesDS

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

Please can you post on the EE forum, as its totally separate to this one, and people there should be able to help.

https://community.ee.co.uk/

Thanks

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

BenHughesDS — Thu, 18 Jan 2024 21:29:23 GMT

Many thanks for the reply. I thought it was pertinent to BT as they are my current provider and the only place on the internet that shows me as being falsely (but at the same time apparently not falsely) limited to 300mbps.

I'll try and post there as well/instead.

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

yorkspark — Fri, 19 Jan 2024 18:46:59 GMT

@BenHughesDSwrote:
I am at my wits end. I have been trying to upgrade to Fibre 900 for months now, specifically with EE who are now part of BT but every time the order goes through fine, about a week later from hearing nothing I call them and am told it was cancelled. BT/EE claim that, though EVERY other provider on the internet says I can get 900mbps, I can only get 300mbps. Bear in mind here that the BT wholesale checker says I can get 1000mbps, and if I use my neighbours house number on the BT site (they are literally connected to me by a wall) they can get 900mbps from BT.
I have had several conversations with Openreach who say that they can't see the problem, and even had an engineer round to confirm that all the hardware in place is capable (it is). BT, on the other hand, blame Openreach, saying that the order is rejected with the error "The contact details supplied with your order do not match our database, Error 2044: Maximum supported speeds by line are Downstreamspeeds: 330.000 Mb/s." This is blamed on Openreach's database, even though Openreach themselves claim no problems should occur and have even given me granular detail on how many connections the cabinet can hold and how many are in use.
I honestly don't know what to do here - BT/EE blame Openreach, Openreach blame BT. I tried ordering 900mbps around March last year with another supplier, and that order was also cancelled inexplicably, which I can only surmise means that Openreach are to blame but are not doing anything to change it. Worst thing is I can't make a complaint with them directly as there is no avenue to do that.
Has this ever happened to anyone before, and if so how did you overcome it? I have spend many hours on the phone to BT/EE, nobody ever gets back to me after claiming to do so, so I am now grasping at straws as I fear I will be forever locked to 300mbps as neither entity believes they are at fault, ergo nothing will change.
Many thanks in advance.

Have you fttp already installed? Check your ont make/model, as it sounds like yours is an eci ont, and as such they are limited to 330/50 and this cannot be improved or replaced without network rerouting/headend work.

In a nutshell, your stuck with 330 for the considerable foreseeable.

clicky!

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

BenHughesDS — Fri, 19 Jan 2024 18:52:05 GMT

Yes, I have FTTP installed. I had an openreach engineer round last night who confirmed that the gear I have is perfectly capable of 900mbps. The house literally attached to mine has the same stuff and the BT site shows they can get 900mbps. I got an email from openreach in September 2023 saying I could order it. The BT Wholesale and Openreach sites say I can order it. We are connected to the same cabinet and there are 12 available connections, 7 in use.

I do not and will not accept that I am stuck on these speeds as there is no acceptable reason for it.

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

BenHughesDS — Fri, 19 Jan 2024 19:09:15 GMT

OK, it is an ECI ONT, but I will not accept being capped at this because "reasons." They need to come and upgrade it ASAP in that case given I'm living next door to people connected to the same damn cabinet getting the speeds I should be able to get.

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

yorkspark — Fri, 19 Jan 2024 19:35:04 GMT

@BenHughesDSwrote:
OK, it is an ECI ONT, but I will not accept being capped at this because "reasons." They need to come and upgrade it ASAP in that case given I'm living next door to people connected to the same damn cabinet getting the speeds I should be able to get.
Nothing will be happening ASAP! no matter what you say.
They will not upgrade you until they plan to replace all the other customers on the same headends ont , also, you are not connected to a cabinet either. Did you read the clicky?, you are on the max possible with eci equipment and until there is an exchange upgrade, there is nothing you can do.

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

yorkspark — Fri, 19 Jan 2024 19:34:00 GMT

@BenHughesDSwrote:
Yes, I have FTTP installed. I had an openreach engineer round last night who confirmed that the gear I have is perfectly capable of 900mbps. Not if its ECI it isnt, the engineer was wrong. The house literally attached to mine has the same stuff and the BT site shows they can get 900mbps. It will do, however as explained, eci cannot deliver faster than 330 . I got an email from openreach in September 2023 saying I could order it. The BT Wholesale and Openreach sites say I can order it. We are connected to the same cabinet and there are 12 available connections, 7 in use.
I do not and will not accept that I am stuck on these speeds as there is no acceptable reason for it. Yet there is, I repeat, ECI physically cannot go faster than 330.

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

BenHughesDS — Fri, 19 Jan 2024 19:47:12 GMT

You mean like my neighbour, who as I say is literally connected to me? If I put my address into the BT Wholesale checker (or Openreaches site) it says I am connected to cabinet 18. I even had an engineer round last night (from Openreach) who looked at the gear and said it was OK, though apparently he was mistaken. Openreach have told me on the phone a number of times there should be no issue.

If their MO is to upgrade me "when they upgrade everyone else," surely this would have happened by now seeing as running some nearby addresses through the checkers say they are all connected to the same cabinet and capable of being sold 900mbps.

I don't see how a) I have to find this out from a message board and not BT/Openreach or b) that it is acceptable to be singled out from a bunch of houses for no reason and told to wait indefinitely.

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

yorkspark — Fri, 19 Jan 2024 20:37:11 GMT

@BenHughesDSwrote:
You mean like my neighbour, who as I say is literally connected to me? If I put my address into the BT Wholesale checker (or Openreaches site) it says I am connected to cabinet 18. You may of been for adsl/vdsl, however you have been told FTTP does not come from a cabinet. you could be connected to an fibre exchange not even in your town. I even had an engineer round last night (from Openreach) who looked at the gear and said it was OK, though apparently he was mistaken. Openreach have told me on the phone a number of times there should be no issue. You have been told the reason your limited to 330, which is legacy equipment.
If their MO is to upgrade me "when they upgrade everyone else," surely this would have happened by now seeing as running some nearby addresses through the checkers say they are all connected to the same cabinet and capable of being sold 900mbps. Nope, don't believe they have upgraded anyone on eci kit yet, as its a logistical nightmare, and just so you know, every address with FTTP shows as 1000 been available.
I don't see how a) I have found this out from a message board and not BT/Openreach or b) that it is acceptable to be singled out from a bunch of houses for no reason and told to wait indefinitely. Not been singled out, all properties on the same node will be limited to 330, despite your protestations, as obviously, they are all connected to the same eci headend, which physically cannot go any faster ,and as has been said repeatedly, there is nothing you can do.
So your options are either 330/50 or a non openreach isp.

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

BenHughesDS — Fri, 19 Jan 2024 20:46:39 GMT

In that case I am truly perplexed at why the house attached to mine (an exact mirror) has got 900mbps. Surely we would be connected to the same source.

Why can they not just upgrade the ECI headend? Like I say I have been on the phone with Openreach who have given me very specific details about my connection. They do not see the problem, surely they should easily be able to identify that it is legacy equipment?

Oh well, I have two open complaints with BT, one of which has forced an Openreach engineer out to mine next week under the basis of replacing the ECI stuff. I'm just going to keep full-on Karen'ing it until someone budges. Luckily I WFH so can spend hours on hold each time if I need to.

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

yorkspark — Fri, 19 Jan 2024 21:03:13 GMT

@BenHughesDSwrote:
In that case I am truly perplexed at why the house attached to mine (an exact mirror) has got 900mbps. Surely we would be connected to the same source.
Why can they not just upgrade the ECI headend? Because they would have to replace everyone's equipment connected to the eci headend at exactly the same time, and then remove the eci kit and fit its replacement in the exchange, like i said, logistical nightmare. Like I say I have been on the phone with Openreach who have given me very specific details about my connection. They do not see the problem, surely they should easily be able to identify that it is legacy equipment?
Oh well, I have two open complaints with BT, one of which has forced an Openreach engineer out to mine next week under the basis of replacing the ECI stuff. Cannot just replace the ont, if an engineer does just change the ont for nokia etc, then you will not have any internet, eci only talks to eci so it wont be done. I'm just going to keep full-on Karen'ing it until someone budges. They wont. Luckily I WFH so can spend hours on hold each time if I need to. Your choice, but be aware, ive been on eci for 10years with no openreach plan to upgrade, and 330 is more than adequate. 1st world problems eh!

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

BenHughesDS — Fri, 19 Jan 2024 21:22:35 GMT

OK so let me get my head around this (learning a lot BTW, thanks).

I have FTTP which is connected to a fibre node "nearby" (not cabinet) and that node has a legacy head end made by ECI which is only capable of outputting 330/50 to everyone's ONT. This is not specific to one customer's connection but to the entire base served by that node?

I suppose in that case I'd ask:

a) What happens if my ONT got damaged - as I understand it there is no replacements available for the ECI ONT? They'd have to replace it with Nokia/Huawei?

b) How come BT says my neighbour could order 900mbps but not me? Given we're attached I'd be VERY surprised if we were attached to different nodes. If we in fact are, can I not tap into that node given we literally share a wall?

The Openreach engineer who was round yesterday noted that next door had slightly newer gear. Do you think it is at all possible that my ECI ONT is limiting me but the head end has actually been upgraded (bear in mind I got an email from Openreach Sept' 2023 that suggested as such)? I know you said ECI only talks to ECI but is that in both directions?

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

yorkspark — Fri, 19 Jan 2024 21:38:17 GMT

@BenHughesDSwrote:
OK so let me get my head around this (learning a lot BTW, thanks).
I have FTTP which is connected to a fibre node "nearby" (not cabinet) and that node has a legacy head end made by ECI which is only capable of outputting 330/50 to everyone's ONT. This is not specific to one customer's connection but to the entire base served by that node?
I suppose in that case I'd ask:
a) What happens if my ONT got damaged - as I understand it there is no replacements available for the ECI ONT? They'd have to replace it with Nokia/Huawei? They have eci ont replacements so any accidental/malicious damage is pointless.
b) How come BT says my neighbour could order 900mbps but not me? Have they actually ordered though, or just been told they can? as they would probably be disappointed when openreach cannot give faster than 330. Given we're attached I'd be VERY surprised if we were attached to different nodes. If we in fact are, can I not tap into that node given we literally share a wall? No, each address is assigned a fibre and cannot be shared, they could be another node on the pole, and no, you cannot swop nodes as it will need new routing, programming and a new nad key ie a logistical nightmare, and openreach wont do it.
The Openreach engineer who was round yesterday noted that next door had slightly newer gear. Do you think it is at all possible that my ECI ONT is limiting me but the head end has actually been upgraded (bear in mind I got an email from Openreach Sept' 2023 that suggested as such)? I know you said ECI only talks to ECI but it that in both directions? Yes, eci is eci only both ways, your neighbours probably on a different headend and node, on my local pole there is 2x sets of nodes, 1 for long time connections and 1 for new connections ie all new customers connect to the new node and the original node only has 4x customers and you cannot swop.

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

iniltous — Fri, 19 Jan 2024 22:07:53 GMT

ONT’s and OLT ( headend ) from different manufacturers can and do work with each other ( so Nokia ONT with Huawei headends ) although no new Huawei kit is installed by Openreach.

As explained , it’s not likely that ECI ONT were given any firmware changes to give interoperability with other vendors OLT as this would need ECI to provide this ( and they were no longer a supplier) , but it’s possible that if a near neighbour is genuinely getting greater than 330 Mb from the same headend, then that headend cannot be ECI and some system software somewhere is capable of realising that you have an ECI ONT and that is what the limiting factor ,but if that all the problem was , then the solution is obvious, replace the ECI ONT with Adtran or Nokia, but it’s not likely to be that simple.
TBH , are you sure that your neighbour as well as being able to order 900 ( after all you can order it ) but have they actually had it provided ?

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

BenHughesDS — Fri, 19 Jan 2024 21:50:46 GMT

@yorkspark

I thank you for your reply, however my jaw is actually on the floor with what you are telling me. I'm not debating it's the truth, I just cannot belive that "Openreach wont do it" just because it's a logistical nightmare. Why should that matter? Every bit of information I've been given suggests I shouldn't be limited, and when Openreach have contacted me surely they would have a record of any limitations of legacy equipment. In fact, one of the Openreach reps even said BT had to place a modify order with BT Wholesale (as opposed to a new order with Openreach) to change my speeds/package - I would assume advising this would indicate that upgrade is possible.

Nevertheless I'm going to keep at them even if you think it's futile. I'm assuming you have experience with pressuring them to do something about it in the past and getting nowhere. Can I ask, what does your Openreach/BT Wholesale availability look like? Did you get any emails from Openreach saying you can now get 900mbps?

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

BenHughesDS — Fri, 19 Jan 2024 21:50:24 GMT

@iniltous

Thanks for the reply. All the data I have suggests that I am not limited by a legacy OLT, however I was told by the last Openreach visit (yesterday) that no-one would see the ONT as a limiting factor i.e. BT. What you are saying appear to suggest otherwise.

I have an engineer visit on Monday where they are supposed to be bringing a newer ONT - I guess if they plug this in and it works that the OLT is definitely not ECI and I can move on with my life.

To tell you the truth I am going by the BT broadband availability checker (not the wholesale site, the regular retail one). It says they could order 900mbps, whereas it only gives me 300mbps option at best. EE and Plusnet say I can get 900mbps, but 5no orders with the former have failed (even though the error I get suggests a data integrity error).

I will try and catch them to see if they pay for more than 300, but the BT retail site showing different options is my evidence here. I have had this ONT for over 10 years now, I got it installed when 300mbps was like future stuff!

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

yorkspark — Fri, 19 Jan 2024 21:52:50 GMT

This is mine, still shows 1000 however eci limits it to 330, i get offered faster every renewal until i tell them i cant as on eci and they check. The mailings are generic and i get them all the time, however on mybt, it knows I'm limited and doesn't offer greater than 330/50.

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

BenHughesDS — Fri, 19 Jan 2024 21:58:04 GMT

@yorkspark

Thanks for that, here's mine. Looks a little different in places, anything pop out?

Re: Cannot Order 900mbps Despite Showing Available on BT Wholesale

iniltous — Fri, 19 Jan 2024 22:41:36 GMT

Although it’s a fairly simple process, it’s not just a case of swapping an ECI ONT for a Nokia or Adtran ONT ,and away you go , the OLT needs to be ‘told’ the serial number of the new ONT , the new ONT needs authentication on the existing OLT , but that would be the same if your ONT developed a fault and needed replacement, so not a big deal .
Generally with OR Gb capable kit , the same manufacturer ( vendor ) doesn’t need to be at both ends , but as ECI was always something if a stop gap , that may require matching ONT/OLT , ask Openreach if they are providing you with a new ECI ONT or Nokia/Adtran .
Unfortunately I think its more likely to be a physical ECI headend limitation at 330Mb , rather than a data problem , that is correctly offering you 1Gb at retail level , and at the BTw level ( the DSL checker ) ,but somehow a rouge system message from Openreach is incorrectly advising the ISP of this 330Mb limit after all why would OR upgrade a FTTP system to a ‘better’ FTTP system when there are many areas still with ADSL /FTTC , if you were OR , where would you concentrate your efforts ? but who knows , perhaps the splitter nodes that were once parented on an ECI OLT have been offloaded onto a different Gb compatible OLT and it’s just a data problem and not a physical one.