This topic

How can I get someone to fix openreach records?

tledakis — Tue, 20 Feb 2024 11:23:26 GMT

My flat is probably the most unlucky in the neighbourhood, everyone around me has got the full fibre to the premises option (900-1000mbit) but not my flat!

I suspect it might be an error with openreach when they registered the changes, because if I check the house that my flat is part of, it shows as FTTP available, but not the individual flat.

I have contacted BT 150 twice trying to ask to somehow order a re-check of this situation but I am ending up with a sales person who eventually tells me it is not available and talk to openreach directly.

Openreach I can't contact, I have not found a way to do so.

I called Zen (my old provider) to ask if they can provide this themselves and they suggested I ask BT for the fix.

What can I possibly do, how can I reach someone who knows how to fix this?

I feel like I can't get through to someone who has some sort of guidance.

here are the two results, one for the house/building itself and one for my flat

Re: How can I get someone to fix openreach records?

Keith_Beddoe — Tue, 20 Feb 2024 11:32:24 GMT

@tledakis

Are you an existing BT broadband customer at your current address?

Re: How can I get someone to fix openreach records?

tledakis — Tue, 20 Feb 2024 11:31:56 GMT

Hi Keith, yeah I am

Re: How can I get someone to fix openreach records?

Keith_Beddoe — Tue, 20 Feb 2024 11:34:40 GMT

Call the FTTP helpdesk on 0800 587 4787. They should be able to place the order for you.

Re: How can I get someone to fix openreach records?

tledakis — Tue, 20 Feb 2024 11:43:00 GMT

@Keith_Beddoe thanks, is there a way to call this number and not end up in the regular "150" options loop? I get the same options as if I called 150

Re: How can I get someone to fix openreach records?

Keith_Beddoe — Tue, 20 Feb 2024 11:56:27 GMT

Other people have said to keep trying the number until you get them.

It looks like you are on 80Mbs FTTC, so I would have thought that was more than adequate unless you have a very large household.

Re: How can I get someone to fix openreach records?

tledakis — Tue, 20 Feb 2024 11:55:15 GMT

every time I call the number I get the same options as if I called 150:

welcome to bt
if you're calling about your home phone or broadband press 1
for tv and sports press 2
and so on

If I press 1 I get to the regular options, for bills 1, for technical faults 2, upgrades 3, leaving 4, etc.

I have tried technical faults -> ended up in sales department -> we can offer you 70mbit + EE unlimted data sim which I didn't ask for

I have tried upgrading my line option -> sales again telling me they can't order openreach to fix it, and I should call openreach myself.

P.S. I have tried calling the FTTP hotline number from a different phone, only to ask me for which number I am calling for. If I provide the number of my BT connection, I get back to the loop above. If I don't provide a number, it hangs up after 1 minute.

Re: How can I get someone to fix openreach records?

iniltous — Tue, 20 Feb 2024 12:00:05 GMT

I’m not sure without getting your address as showing WBC FTTP available , you will be able to order FTTP service, and that requires OR to agree and show that FTTP is available to your individual address , depending on the exact circumstances, your flat may have been deliberately excluded if there are obvious issues with providing FTTP , such as third party permissions , wayleaves etc, from the building owner/freeholder , is yours a single flat , or are there other flats , if more than your flat , can the others order FTTP ?
There was / is a form on the OR website , along the lines of my neighbour can get FTTP , why can’t I , that gets OR to check if the address was incorrectly excluded, but that is Openreach directly.

Re: How can I get someone to fix openreach records?

tledakis — Tue, 20 Feb 2024 12:02:16 GMT

@iniltous thanks, the question is how can I get someone to actually tell me what is the problem, and if there is an engineer visit to let me know what it is I am happy to pay for that. Currently I have no way to actually get in touch with someone to book this.

I am pulling my hair as to why there is no way to contact someone that might have a shred of information.

Re: How can I get someone to fix openreach records?

iniltous — Tue, 20 Feb 2024 12:09:20 GMT

A quick search found this link
https://www.openreach.com/forms/fibre-broadband-availability---customer-form

Re: How can I get someone to fix openreach records?

naylor2006 — Tue, 20 Feb 2024 13:19:50 GMT

I feel your pain....I was in a situation where Openreach Fibre Checker showed I could get FTTP but the BT Wholesale availability checker said I could not.

I could order from Vodafone, Sky etc FTTP but not from BT because of the records. This was an issue for my entire postcode, we could all order from anyone apart from BT Wholesale affiliated BT Retail and EE.

Man it was so painful as I wanted to go with BT due to their pricing, I even had BT FTTP leaflets through the door only to try to order and be told I cant its only ADSL where you are. In the end it took nearly 4 months since OR complete the Fibre Network and then Wholesales records updated, then I could order.

But....during that time, trying to get understand why the records werent updated when surely it was a simple click of a mouse, clearly the infra was there as I could order from anyone else, everytime I contacted Openreach as per that form above they said its available, the ISP needs to solve this one. The ISP (BT) had no real pathways to get through to someone somewhere who could explain what was going on...meanwhile folks around me were happily signing up to Sky and so on. I waited it out but I really your pain, the system wouldnt let me order it even thought I could literally see the fibre out my window and I could order from other ISP's.

In your case as it is just one flat indeed it might be worth checking here:

Fibre Checker (openreach.com)

If it is available there then its just a records thing probably with BT Wholesale but indeed that form shared in the link above my post will be a good way to enquire, Openreach did actually get back to me with information but they were just unable to do anything.

Re: How can I get someone to fix openreach records?

tledakis — Tue, 20 Feb 2024 13:26:00 GMT

Thanks @naylor2006 , I have tried that tool as well the last 2 days. It shows the same thing as the bt wholesale tool.

The house/building (that has only 2 flats) can get ONT and FTTP, and the two flats can't.

Even though the building itself is not a single home but rather two separate flats, I don't know how they assigned to it a line that could be FTTP. Boggles my mind.

Re: How can I get someone to fix openreach records?

naylor2006 — Tue, 20 Feb 2024 13:35:52 GMT

In which case:

https://www.openreach.com/forms/fibre-broadband-availability---customer-form

Fill this out, I did a few times, a human from an onshore team will get back to you and maybe shed some light.

Probably down to port allocation and a mistake. For example in my street it is telegraph poles and each telegraph pole has a fibre CBT on it with 8 ports which will be allocated to each address, if there was suddenly a 9th property there wouldnt be a port for it, I think for fibre everyone has their own individual fibre all the way back to the exchange. Maybe with copper based products its a bit easier to add in another line as they can do something at the cab closer to your property.

Either way surely someone dropped the ball when allocating out the fibre I guess. The ONT is the little fibre modem that sits in your home and connects to the backend fibre network, your router then connects to the ONT.

There's no real creative way around it I dont think, maybe order it for the property and have OR install the ONT into your flat but then billing etc will be all screwed up.

See what they say on that form.

Re: How can I get someone to fix openreach records?

Anonymous — Tue, 20 Feb 2024 13:38:54 GMT

Have a read of this thread that appeared to be resolved promptly by Openreach.

If @tsharn picks up this tag maybe they can update.

Re: How can I get someone to fix openreach records?

tledakis — Tue, 20 Feb 2024 13:54:42 GMT

thanks @Anonymous , I also messaged on that thread and hope I will get some info.

I have submitted the form https://www.openreach.com/broadband-network/fibre-availability and I will wait for some contact from Openreach hopefully with good news.

Re: How can I get someone to fix openreach records?

imjolly — Tue, 20 Feb 2024 14:00:55 GMT

@tledakis

is your address totally correct on the royal mail database? if so does this agree exactly with your BT account address

Re: How can I get someone to fix openreach records?

tledakis — Tue, 20 Feb 2024 14:12:29 GMT

hi @imjolly yeah the address on https://www.royalmail.com/find-a-postcode is the same as the one on btwholesale checker tool and also on my BT account/bill

Re: How can I get someone to fix openreach records?

imjolly — Tue, 20 Feb 2024 14:16:40 GMT

if your address is exactly the same on royal mail database as your BT account then maybe the forum mods can raise and ORDI with openreach to correct their database I have asked mods to see if they can help and they will post here

Re: How can I get someone to fix openreach records?

tledakis — Tue, 20 Feb 2024 14:18:32 GMT

thanks @imjolly !!

Re: How can I get someone to fix openreach records?

PaddyB — Tue, 20 Feb 2024 15:01:35 GMT

Hi @tledakis,

Thank you for posting. If you send me your details, I can raise an ORDI request with Openreach for them to check their records.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy