This topic

Help! Getting Internet Installed Feels Like Hunting the Loch Ness Monster

ashleyep — Wed, 26 Feb 2025 16:52:46 GMT

Hi everyone,

I’m hoping someone here can help because getting internet in my flat has become an impossible mission!

I live in a block of flats with 15 others, and I used to live in the flat upstairs. Back then, I had no issues getting internet. But ever since moving to my current flat, I haven’t been able to get an internet connection installed. I’m a website designer, so for the past six months, I’ve been relying on my phone’s hotspot just to work.

Every time I try to set up broadband, there’s always some kind of issue, and the installation never goes ahead. At first, I was told the problem was a lack of capacity at the exchange, so I kept trying each month, hoping space would open up.

However, on my last attempt, a woman from the sales team told me that wasn’t the issue. She said my flat needs to be updated by Openreach before I can get internet. But she couldn’t explain what that actually meant. I also know that:

My neighbours in the same building can get internet from Openreach.
There are Openreach boxes right outside my building.
I’ve tried signing up with 5 different providers (including the one I used in my old flat), and I always get rejected.

Now, here’s where the real struggle begins—trying to contact Openreach. It feels like trying to prove the Loch Ness Monster is real!

I’ve gone through every dropdown menu on their website, taken every option on their phone line (where most of them just tell you to get lost), and scoured forums for contact details. The one person I did manage to speak to at Openreach told me I needed to email them—but couldn’t give me an email address!

I just need some internet! If anyone has dealt with a similar issue or knows how to actually get Openreach to respond, please let me know. Any advice would be massively appreciated.

Thanks!

Re: Help! Getting Internet Installed Feels Like Hunting the Loch Ness Monster

jac_95 — Wed, 26 Feb 2025 17:01:03 GMT

@ashleyep

Please can you posts the results for your address following the instructions here: https://landlinesgo.digital/checkmyline

Remove/hide the address before posting. Please post the notes below the table too

Also to note this forum is for BT Consumer customers. Openreach is a separate company

Re: Help! Getting Internet Installed Feels Like Hunting the Loch Ness Monster

ashleyep — Wed, 26 Feb 2025 17:57:20 GMT

I do understand that this forum is for BT customers. I am not a customer, which is why I am here; I am trying to be a customer of someone. I also understand that Openreach is a different company, but they are very intrusive, and BT is as close as I can get.

Sorry to be impolite. This is very frustrating.

Re: Help! Getting Internet Installed Feels Like Hunting the Loch Ness Monster

36ULW — Wed, 26 Feb 2025 18:32:24 GMT

Openreach was setup in a way, at the instruction of OFCOM so that people can’t and or don’t need to contact them.

If there are any issues with the CP and Openreach then it is up to the CP to sort them out with Openreach directly.

Re: Help! Getting Internet Installed Feels Like Hunting the Loch Ness Monster

jac_95 — Wed, 26 Feb 2025 18:33:09 GMT

@ashleyep

The Openreach cabinet that serves your area is not upgraded for for hybrid fibre (FTTC) and Full Fibre (FTTP) is not available in your area either.

Only copper based ADSL (as SOADSL) is available.

If you would like to try and place an order with BT Consumer then you can call 0800 800 150

They may need to do a ORDI request as your address may not have an accurate match to Openreach's records or is not a gold NAD address (hence I'm assuming you did a UPRN search rather than address)

Re: Help! Getting Internet Installed Feels Like Hunting the Loch Ness Monster

tonysmini018 — Wed, 26 Feb 2025 19:06:23 GMT

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

Fill in this form, giving as much detail in the free text box as you can. Sounds like a UPRN/address mismatch.

Re: Help! Getting Internet Installed Feels Like Hunting the Loch Ness Monster

ashleyep — Wed, 26 Feb 2025 21:47:08 GMT

Thanks for the help, what is CP? please

Re: Help! Getting Internet Installed Feels Like Hunting the Loch Ness Monster

ashleyep — Wed, 26 Feb 2025 21:49:59 GMT

Thank you so much for the help.

Re: Help! Getting Internet Installed Feels Like Hunting the Loch Ness Monster

36ULW — Wed, 26 Feb 2025 21:58:29 GMT

Communications Provider, i.e. BT, Sky, EE, TALKTALK, etc.

Re: Help! Getting Internet Installed Feels Like Hunting the Loch Ness Monster

ashleyep — Wed, 26 Feb 2025 22:00:14 GMT

I have sent the details and explained my situation. thanks all for the help x