Website states Ultrafast "Fantastic, you can get Ultrafast Fibre Plus" but I can't

[MattVonX]

Hi Guys,

The website states :

Fantastic, you can get Ultrafast Fibre Plus
Check out your personal speed range below, and relax knowing it’s the only UK broadband with a speed guarantee of 100Mb

But when i log on as an existing customer it isn't a selectable option.

It is if i pick new customer but i don't want to risk having to pay for 2 sets from broadband so i never get to the end of that signup.

I have phoned BT up, but they said it must not be available and i made a mistake which i was taken aback with, so I checked openreach website and a few others which said it was in my area and I phoned again and then spoke to someone more senior who said it was showing as one system and available but not all the systems and he would look into it and phone me within 7 workign days, so i waited, no contact so I phoned again only to be told there was no record of my call and then said the same things as the first call, which was quite disappointing and felt rather unprofessional.

now the improved latency of G.Fast or FTTP would be really helpful for me for work and home use, so is there any suggestions you guys think i can do to get an answer of BT or are any other ISPs offering G.Fast/FTTP as my contact ends in may so i would be happy to switch away after the 3 past phones calls I experienced around this issue.

[imjolly]

Enter your phone number and post results remember delete number. https://www.btwholesale.com/includes/adsl/main.html

[MattVonX]

What is even weirder is, if i input my phone number into https://www.dslchecker.bt.com is shows: the same address with two different results? wtf they doing?

with phone numberwith my address

[imjolly]

The most accurate results are obtained using your phone number

g.fast using address is showing amber so not yet available

you can try FTTP team 08005874787 and see if they can help but I doubt it at present

[brookheather]

What are your actual sync rates on VDSL at the moment - the phone checker should show these below the estimates.  You will see that the VDSL range is lower for the phone checker compared with the address checker so your actual line speed is underperforming the estimate for your address - this will be why you can't currently get G.fast as it would be too slow.  If you are able to improve your VDSL performance then it may allow G.fast in the future - worth checking for line noise and make sure you have a modern master socket instead of dangly filters etc.

All G.fast installs are currently Amber status - this just means that a managed install is required.  I think BT are trying to iron out speed problems at installation so aren't offering self install option at the moment.

[MattVonX]

hmmm, when i phoned up BT about my Line they stated it was good.what BT "new" customer states

it doesn't have a speed for G.Fast

internet speed test seems to match

[imjolly]

Did you try the FTTP team on the number I posted earlier?

[MattVonX]

O i tried last night but it was out of hours, I will do that tonight, thanks for reminding me

[brookheather]

Your VDSL speeds look good so not sure why you the telephone checker isn't showing G.fast.  You won't see anything for G.fast observed speeds unless you actually have G.fast installed.

[McGrath1982]

I'm in the same boat tbh. I've just been told to wait till it's available to order on the website. Phoned the FTTP team as well just been told to wait also.