...or, indeed, any broadband connection at all. This is a somewhat intricate issue, so forgive the length.
The new-build has been constructed in a garden plot divided off from our older property, which we currently live in and are planning to sell. The problem arises from the fact that both our current home and the new-build have two entries on BT's connection availability database, viewable on the user's end on the dropdown menu produced by entering our postcode on BT's customer website.
When we phoned the BT helpline, the operator confirmed that each of these entries corresponds to a different NAD key, ie, each property has been allocated two keys. One key permits the house to connect via a copper landline, and the other apparently permits FTTP (a service which I am certain is not yet available locally; the one we were anticipating getting is Fibre 1, which is FTTC).
The consequence is that it's impossible to progress a broadband order with BT, because the two keys are mutually incompatible. Rather than flag the order up as requiring human intervention at a higher authorisation level than is held either by our (friendly and determined) helpline operator, or even by his supervisor, every ordering attempt is just deleted. This happens regardless of whether the order is placed via BT's website, or by customer service.
Neither we nor our helpline operator think the situation can be resolved without escalation to someone who is authorised both to identify and remove the superfluous NAD key, and make sure the remaining one gives the new-build permission to connect via Fibre 1. I'm posting here in the hope that it may be possible to get our problem flagged up as worthy of attention. We have now been waiting for BT to connect us to broadband for 5 months.
