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...
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.
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
Address *** on Exchange WALNEY is served by Cabinet 1
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
|FTTC Range A (Clean)||80||76.9||20||20||--||Available|
|FTTC Range B (Impacted)||80||61.9||20||12.2||--||Available|
|WBC ADSL 2+||Up to 17||--||10 to 19.5||Available|
|WBC ADSL 2+ Annex M||Up to 17||Up to 1.5||10 to 19.5||Available|
|ADSL Max||Up to 7.5||--||6.5 to 8||Available|
|WBC Fixed Rate||2||--||--||Available|
When I try to place the order I get this...
However, using details for every other house on the street it accepts it and I get this...
If address checker see your home then must be on database
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"
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.
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?