BT Routing not updated - Im about to have a breakdown!

[SuzyFoxHarper]

Please can somebody help me?

My order for Fibre Broad band was cancelled because there was an open reach routing wrong preventing order so im the only house of 10 on adsl - I  have had 2 engineers now phone the new routing to open reach but still BT havent had the update even though yesterday it was phoned through live and open reach updated it there and then - there is space in the box - I just want fibre out of 12 days of being on ADSL i have had 6 days with faults and non existant speed (I couldnt even use the app to pay my bill of 47 pounds to BT on Monday) Please can someone help get this resolved today? I was told last night it would update overnight and guess what???? no chance. Im isolating at home and cant even use my portal to phone my mum and see my grandkids - I also work from home.  I just want my fibre like everyone else and the lady who was in this house prior to me. The box isnt full - there is 3 lines free (2 from Saturday as over the road has just moved in ) . I have had 2 faults fixed in a week and yesterday open reach installed new fibre ready for me in the house (the previous socket had a fault) he said all it will take is BT to place order and they can switch me on (Of course i need a new BT box)

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

[SuzyFoxHarper]

Hi Sorry these tests have been done yesterday and last week by openreach..
I have had engineers do this and confirm Fibre is there ready for me as this house had it previously - the issue is open reach not sending update to BT or BT just not updating their system to get Fibre-- every address on this street (40 year old bungalows) has had fibre for 3 years there is space in the cabinet so its not full either - 3 engineers have confirmed everything but someone somewhere isnt updating their end. THough I know Open reach has updated their end as the engineer phoned routing and they changed it on the system there and then at 1pm yesterday - took 30 mins to confirm the tests. SO i need BT to chase up their end so i can place order.
ADSL i will need repairs weekly as speed drops below 1mpb and i cant do my job on that speed.

[Keith_Beddoe]

If you can provide the information from the database, as requested by @imjolly , then it should become clearer, as it will indicate which cabinet you are connected to,

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

There is nothing BT Retail can do about the routing, as that is down to Openreach.

[SuzyFoxHarper]

Hi its 26

[SuzyFoxHarper]

Open reach updated it but bt are not getting the update 

[Keith_Beddoe]

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@SuzyFoxHarper wrote:

Hi its 26

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That means nothing without the name of the exchange. There is also no guarantee you are actually connected to that cabinet, as its not unknown for houses in a road to be split, especially if there is more than one pole in your road.  You could also be on an exchange only connection.

As I have said, it has nothing to do with BT Retail, all they do is to pass the provision work to Openreach. It Openreach that provide the routing, and will not change it. If you already have service, then the route has already been determined. BT cannot ask it to be changed.

If you will not provide the full details, after editing out your phone number, then this customer to customer help forum cannot help, as we are all just customers.

[SuzyFoxHarper]

Sorry im on my mobile I took a screen shot of it but wouldn't let me post it as its too big..I have tried to show you but don't know how to paste it ?

[Keith_Beddoe]

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@SuzyFoxHarper wrote:

Sorry im on my mobile I took a screen shot of it but wouldn't let me post it as its too big..I have tried to show you but don't know how to paste it ?

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Use the camera icon on the editor and select the image.

[SuzyFoxHarper]

Telephone Number 0155 on Exchange LANARK is served by Cabinet 26

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

30

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 2	--	1 to 3.5	Available	Available	Yes
Up to 2	Up to 0.5	1 to 3.5	Available	Available	Yes
Up to 1.5	--	1 to 2.5	Available	Available	--
0.5	--	--	Available	Available	Yes
0.5	--	--	Available	--	--

Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

3.04

0.45

2020-09-23

Other Offerings Availability DateADSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

U

N

N

16-09-2020

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

Y

The premise/line is associated with exchange