This topic

Openreach refusing to connect a landline

Viv58 — Sat, 23 Mar 2024 09:23:58 GMT

Does anyone have experience of Openreach repeatedly refusing to fulfil an order for an ADSL line..even after a Welfare request has been made an escalated? This is my experience at the moment. Furthermore Openreach have cancelled the latest order on the day of installation ( confirmed by BT but not by Openreach ) with no clear reason and suggesting ( via the message on my BF account ) that I had cancelled the order. ! Managers at BT have all been very helpful but seem at the mercy of Openreach .The irony is that Openreach confirm that an ADSL broadband service can be supplied to the same address. No wonder they hide behind BT to avoid direct complaints .

Re: Openreach refusing to connect a landline

Keith_Beddoe — Sat, 23 Mar 2024 09:42:19 GMT

@Viv58

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

ADSL is not normally available to order if VDSL is available. This would show as an ADSL restriction on the BT Broadband Availability Checker.

Use the address checker for your address, on the link below, and post the results, but edit out your address details first, as this is a public forum.

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

Also, a basic phone line is no longer available as there is a "stop sell" on these, as phone lines are going digital. I wonder if that is what you are trying to request?

https://landlinesgo.digital/

Re: Openreach refusing to connect a landline

Viv58 — Sat, 23 Mar 2024 10:38:36 GMT

Hi Keith , thanks for that little known method of checking ..here are the results :there doesn't appear to be a restriction. I don't know about VDSL...I suspect not judging by the speeds that Openreach quote .I understand that copper services are now restricted but have been led to believe by BT that exceptions can be made which is why a Welfare request was initiated and escalated . The problem with Openreach is that they have provided no explanation for the latest abrupt cancellation and I have direct confirmation that the Frame work was already in place ...

UPRN xxxxxxxxxx on Exchange TIVERTON is served by Cabinet 1

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

FTTP is not available.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules.CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

Re: Openreach refusing to connect a landline

Keith_Beddoe — Sat, 23 Mar 2024 10:53:33 GMT

@Viv58

A conventional phone line service is no longer available anywhere as the PSTN network is closing down.

The phone service is now delivered using BT Digital Voice, and BT supply a basic broadband connection to just carry the phone service.

There should be no problems ordering a phone service, is that all you want, as you started of by mentioning you could not order an ADSL line.

Quote "Does anyone have experience of Openreach repeatedly refusing to fulfil an order for an ADSL line"

Please can you clarify what you are trying to order. Is it just a phone service, or a phone service and broadband?

Only ADSL is available, which can carry phone calls.

https://www.telecom-tariffs.co.uk/codelook.htm?xid=47958&postcodeloc=14993&cabinet=P1

Re: Openreach refusing to connect a landline

Viv58 — Sat, 23 Mar 2024 10:56:03 GMT

Hi Keith . Yep....I'm probably using descriptions that I don't fully understand that ! ADSL might have been the wrong ter m We're just trying to get a phone line only connected for my elderly mother. This new house was previously served by Openreach ...and still has the recent connection socket in one room.

Re: Openreach refusing to connect a landline

Keith_Beddoe — Sat, 23 Mar 2024 11:01:42 GMT

@Viv58

That will be the issue, as its no longer available.

I have asked a moderator to assist with this, one of them should post here. You are not the first one to ask.

Some information about this product.

https://www.ispreview.co.uk/index.php/2023/11/openreach-launch-all-ip-solution-for-uk-adsl-broadband-lines.html

Re: Openreach refusing to connect a landline

Viv58 — Sat, 23 Mar 2024 11:08:52 GMT

Thanks for your insight Keith. All I can say is that Openreach and BT should be improve their communication with each other and allow BT Guides to have a better understanding of these problems so that they can explain it to their customers and not inadvertently encourage expectations that can't be fulfilled. However I cling to the hope that a line can be connected as an exception ( which seems to be permitted) as a Welfare need . Best wishes !

Re: Openreach refusing to connect a landline

Keith_Beddoe — Sat, 23 Mar 2024 11:25:43 GMT

@Viv58

As far as I am aware there are no exceptions for a direct connection to the old PSTN network, Openreach will reject any such order.

You should be able to get a phone service over BT Digital Voice, so its possible that the order has not been placed correctly. Hopefully a moderator can sort this out.

BT will supply a BT Smart Hub 2 which has a phone socket on the back, where you can plug in a normal phone.

Re: Openreach refusing to connect a landline

Viv58 — Sat, 23 Mar 2024 12:10:15 GMT

Well that would be good if offered. I agree , it does seem like there has been a lack of guidance when I placed the order and thereafter ...but one would have thought that the available alternative that you described would have been automatically offered . How would I know ? I just asked for a " landline" ..didn't care whether it was analogue or digital , just something physical and simple that my 90 year old mother could use rather than an app on a mobile. ! As it is she fumbles with her Doro phone and has no alarm connection as we were encouraged to expect the phone line to be sorted out by now. Anyway , you've been very helpful and I expect many others have found your special knowledge useful.

Re: Openreach refusing to connect a landline

imjolly — Sat, 23 Mar 2024 12:20:18 GMT

does your mother qualify here

https://www.bt.com/exp/broadband/home-essentials?s_cid=con_bt_dg-home_awin_aff_vidAJM_110483-Editorial+Content&vendorid=AJM&utm_source=Affwin&utm_medium=https%3A%2F%2Fwww.bt.com%2Fexp%2Fbroadband%2Fhome-essentials&utm_campaign=110483&awc=3041_1645094835_8db5e34aa3189a1e2d1144312948112e

Re: Openreach refusing to connect a landline

iniltous — Sat, 23 Mar 2024 12:25:32 GMT

Openreach don’t ‘hide’ behind anyone , the regulator Ofcom dictates the way the industry is set up , which is why you speak to a service provider ( presumably BT in this case , as you have posted here on a BT customer forum ) and BT speak to Openreach, Openreach not allowed to deal directly with end users like yourself, that’s the same if you had used any provider using Openreach network, Openreach a few years ago asked if they could in limited circumstances communicate directly with consumers, the rest of the industry ( Sky , Talk Talk , Vodafone etc ) said absolutely not .

How did you raise your order , on line , or by speaking to BT ?, it seems you are not entirely sure what you have ordered , but it should say on any confirmation email ( or whatever ) the product or products you ordered….as already stated , no one is allowed to order a WLR/PSTN phone service ( an old style no broadband phone only service ) if one were raised in error , then it would be cancelled .

Re: Openreach refusing to connect a landline

Viv58 — Sat, 23 Mar 2024 12:27:19 GMT

No , I don't think she does but thanks for suggesting it ..

Re: Openreach refusing to connect a landline

Viv58 — Sat, 23 Mar 2024 12:49:05 GMT

Hi...I take your point about the status of Openreach .

I ordered from BF on the phone . I didn't ask for a specific type of line as I was unaware of the differences...just asked if landline only was available at my address ...there was a number on BT website for requests of this type. It would have been up to BT to ensure the order was for an appropriate product. The only description on the most recent order is ' Landline..PAYG " ( for this has been ordered 3 times now , the 2nd and 3rd by Bt on my behalf following initial rejection ).

Re: Openreach refusing to connect a landline

Keith_Beddoe — Sat, 23 Mar 2024 12:47:07 GMT

I think that only a moderator will be able to help, as we are all just customers. They should know how to place the order correctly.

The last post on this forum from a moderator was at 08:15 today, so one of them should be on duty, but very busy I expect.

Re: Openreach refusing to connect a landline

imjolly — Sat, 23 Mar 2024 13:28:48 GMT

this may be a solution but only trialling from May 2024

https://www.ispreview.co.uk/index.php/2024/03/openreach-to-pilot-alternative-uk-analogue-phone-line-in-may-2024.html

Re: Openreach refusing to connect a landline

Viv58 — Sat, 23 Mar 2024 13:36:35 GMT

That's really interesting, thanks ...wonder how we can get on the trial ? I will mention it to the moderator and anyone at BT who is dealing with this problem ...

Re: Openreach refusing to connect a landline

PaddyB — Sat, 23 Mar 2024 14:48:10 GMT

Hi @Viv58,

Thank you for posting. I'm sorry setting up telephone service for your mom hasn't been easy. Send me your details and I'll take a look at what's happening with the order. 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

Re: Openreach refusing to connect a landline

Keith_Beddoe — Sun, 24 Mar 2024 09:50:32 GMT

@Viv58

Now that a moderator has been in touch, it would be helpful if you could update this thread, once the issue is sorted. Thanks.

Re: Openreach refusing to connect a landline

Viv58 — Sun, 24 Mar 2024 11:26:01 GMT

Hi Keith...I will do ...its going to take the moderator a few days now he has got all the details. I will certainly update when I hear more from either BT or the moderator I spoke to a BY guide again yesterday..at some length an am awaiting progress...