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drdba
Beginner
1,701 Views
Message 1 of 21

All Neighbours Can Order BT Infinity/Fibre - but I cannot - Why?

For several years now I have been waiting to order BT Superfast Broadband.

I have "registered my interest" countless times - never had any response.

Today, not for the first time, I used the Openreach line/address checker here - https://www.homeandwork.openreach.co.uk/when-can-i-get-fibre.aspx

When I enter my postcode and my house number - and hit the "GO" button - it returns "We are exploring solutions".

However, if I do this using the house number for every other house in my street - almost all of them return "SUPERFAST ACCEPTING ORDERS".

I know that the local exchange (Kingsmead, Bath) is Fibre/Superfast enabled.

I know that the nearest street cabinet (16) is Fibre/Superfast enabled.

What I don't know is why I am not able to place an order for Fibre/Superfast.

I believe that the BT Moderator can get my number in the database updated - so that I can place an order.

If this is true - Please do this or let me know what process I need to follow in order to do this!

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20 REPLIES 20
Webby
Distinguished Sage
1,686 Views
Message 2 of 21

Re: All Neighbours Can Order BT Infinity/Fibre - but I cannot - Why?

What cabinet does the Openreach checker show for your address, or better still, telephone number?

Is it the same cabinet number as all of your neighbours?

Just because 16 is the closest, doesn't mean that's the one you're connected to.
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drdba
Beginner
1,675 Views
Message 3 of 21

Re: All Neighbours Can Order BT Infinity/Fibre - but I cannot - Why?

When I use the checker on my house number - it does not return a cabinet number.

The street concerned comprises a terrace of 12 properties (several sub-divided into flats) - our property sits (approximately) in the middle of the terrace.

The Openreach checker lists cabinet number 16 for the properties either side of mine i.e. my immediate neighbours - is it likely that there would be an entirely different cabinet just for my property?

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pippincp
Distinguished Sage
1,668 Views
Message 4 of 21

Re: All Neighbours Can Order BT Infinity/Fibre - but I cannot - Why?

It is possible you have an exchange only line but until you can enter a telephone number into the checker we won't know.

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Webby
Distinguished Sage
1,666 Views
Message 5 of 21

Re: All Neighbours Can Order BT Infinity/Fibre - but I cannot - Why?

Do you not have an active phone line?
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drdba
Beginner
1,633 Views
Message 6 of 21

Re: All Neighbours Can Order BT Infinity/Fibre - but I cannot - Why?

Well, using the landline number returns the same information as using my postcode & house number - and you would appear to be correct - for some reason I would appear to have an Exchange Only telephone line - or at least I assume that the "EO Line" element returned by the checker signifies "Exchange Only"?

Exchange name: Bath Kingsmead
Exchange status: Fibre enabled
Cabinet number: -
Technology: Pending - EO Line

 

What options are available to me in these circumstances?

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Webby
Distinguished Sage
1,626 Views
Message 7 of 21

Re: All Neighbours Can Order BT Infinity/Fibre - but I cannot - Why?

Pretty much Zero if you really are on an EO line.

Unless there's a records issue, in which case, if you're a BT customer, the mods may be able to ask Openreach to investigate.
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drdba
Beginner
1,619 Views
Message 8 of 21

Re: All Neighbours Can Order BT Infinity/Fibre - but I cannot - Why?

"Unless there's a records issue, in which case, if you're a BT customer, the mods may be able to ask Openreach to investigate. "

Which was my original request when I posted in this forum...

 

So, how do I request that the moderators do that?

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pippincp
Distinguished Sage
1,607 Views
Message 9 of 21

Re: All Neighbours Can Order BT Infinity/Fibre - but I cannot - Why?

You can't, we can and I've done it for you.Smiley Very Happy

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DanielS
Moderator
Moderator
1,590 Views
Message 10 of 21

Re: All Neighbours Can Order BT Infinity/Fibre - but I cannot - Why?

Hi @drdba,

 

If you're on an EO line we currently will not be able to provide you with our FTTC service since you aren't connected through a cabinet. We can double check it for you to make sure that the routing is correct. You can reach us by clicking on my user name and then on contact the mods. It may take us a few working days before we are able to get back to you.

 

Thanks

 

DanielS

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