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Newbie
657 Views
Message 1 of 12

BT saying I'm not eligible for fibre

Evening all,

 

I'm having a nightmare trying to set up internet, phone and TV at a house I'm about to move into.

I'm specifcally after the Entertainment Plus TV package + infintity 1. However when I try and order this online it comes back and tells me its not available.

 

Anyone who I phone simply tells me that I wouldnt be able to get the extra services for that package. Sport etc. Theyre claiming lack of multicast. I've used the checker below and it comes back with multicast available...

 

https://www.dslchecker.bt.com/adsl/ADSLChecker.address

 

My issue is that if I attempt to order it online using the house number for literally any other house on the street (standard terraced houses). It is available. They all use the same cabinet and exchange so why is my house the only one that can't get it. Would I be right in thinking that this is a problem with the information held about the house.

 

I'm baffled and getting absolutely no help from anyone on the customer service teams, online or by phone.

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11 REPLIES 11
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Distinguished Sage
Distinguished Sage
647 Views
Message 2 of 12

Re: BT saying I'm not eligible for fibre

Does the address checker show FTTC available?  If not a new build were previous owners with BT that you could try the phone number which is more accurate than address



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Newbie
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Message 3 of 12

Re: BT saying I'm not eligible for fibre

Address *** on Exchange WALNEY is served by Cabinet 1

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

  HighLowHighLow    

FTTC Range A (Clean)8076.92020--Available
FTTC Range B (Impacted)8061.92012.2--Available
 
WBC ADSL 2+Up to 17--10 to 19.5Available
WBC ADSL 2+ Annex MUp to 17Up to 1.510 to 19.5Available
ADSL MaxUp to 7.5--6.5 to 8Available
WBC Fixed Rate2----Available
Fixed Rate2----Available
Other Offerings
Fibre Multicast------Available
Copper Multicast------Available
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Highlighted
Distinguished Sage
633 Views
Message 4 of 12

Re: BT saying I'm not eligible for fibre

you really need to try the phone number check as the address and postcode checks are not that accurate
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Highlighted
Newbie
632 Views
Message 5 of 12

Re: BT saying I'm not eligible for fibre

How do I do this without having a phone number??

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Highlighted
Newbie
630 Views
Message 6 of 12

Re: BT saying I'm not eligible for fibre

When I try to place the order  I get this...

1.PNG

 

However, using details for every other house on the street it accepts it and I get this...

2.PNG

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Distinguished Sage
Distinguished Sage
620 Views
Message 7 of 12

Re: BT saying I'm not eligible for fibre

If address checker see your home then must be on database



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Newbie
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Message 8 of 12

Re: BT saying I'm not eligible for fibre

No, it's a 100 year old mid terraced house. All the houses are the same and it's not a big street.

 

If I was getting a mix of results that would be one thing. But to be the only house that the website is saying it's unavailable for... surely theres a mistake somewhere.

 

All I get from customer services is "That seems strange... but computer says no"

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Moderator
Moderator
610 Views
Message 9 of 12

Re: BT saying I'm not eligible for fibre

Hi andymw91,

 

Thanks for posting. I'm sorry you're having problems getting the order placed. I'll be happy to lend a hand with this. Can you please drop me an email with your details? You'll get the 'contact us' link in my profile.

 

Cheers

 

David

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Newbie
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Message 10 of 12

Re: BT saying I'm not eligible for fibre

I've done that so hopefully I'll get a quickish response. We really need to be setting something up in the next few days as it's important to us for work.

 

Without getting into specifics here, is it usual for two houses, in the same place, using the same fibre capable exchange and cabinet to differ like this?

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