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Message 1 of 20

Being told there is no fibre broadband at new house

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Hi, looking for some help if possible. I am moving home on 28th June, I’ve just renewed my BT contract for broadband, phone & BT Sport which was due to expire on June 21st.

The home I’ve bought, according to BT online states that I can receive Fibre at a guaranteed stay fast speed of 48Mb (as if I’m signing up as a new customer).

Any way, after agreeing a new contract verbally over the phone, I logged into my BT app & it says I will have a download speed of 2-5Mb with a stay fast guarantee of 1Mb which is outrageous.

I called BT again today & spoke to somebody different who tells me there is no Fibre available in this area & it’ll be a copper connection which seems like BS to me. It’s a relatively new build housing estate which is not in a rural location.

I’ve done the well known broadband checker online & got these results for my new home:

D9E7DB95-F185-4091-975C-EE0F708269CA.jpeg

Can somebody let me know if it looks like FTTC looks possible. I am getting a new landline activated on June 13 at this property. The broadband goes active the same day too but 2-5 Mb is not going to be sufficient. I have read elsewhere that a week or so after the phone line goes active, if I call back they will say I can get Fibre. 

Any help or advice greatly appreciated.

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Message 2 of 20

Re: Being told there is no fibre broadband at new house

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Yes, you have FTTC there. It is VDSL in that table. It looks as if your BT app thinks you only have ADSL2+. What does your online BT Home a/c say you've got for your BB?

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Message 3 of 20

Re: Being told there is no fibre broadband at new house

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Broadband
Broadband Unlimited Halo 3
Your broadband should start before 23:59 on: 13 Jun 2022

We'll be in touch to confirm this date soon.

Your contract is for: 24 months, starting when your service starts

How fast will it be?
2 - 5
Mbps
Your estimated download speed
1
Mbps
Your estimated upload speed

Your Stay Fast Guarantee
Your Stay Fast download speed is: 1Mbps
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Message 4 of 20

Re: Being told there is no fibre broadband at new house

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are you using the BT moving home facility and moving your existing contract form old home to new home.



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Message 5 of 20

Re: Being told there is no fibre broadband at new house

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Could it be that they have no space?
Too many houses connected to the cabinet?

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Message 6 of 20

Re: Being told there is no fibre broadband at new house

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I used the BT moving home facility yes but I agreed the home move & new contract over the phone.

my current home (where I am renting at the moment is in the countryside & is even slower broadband).

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Message 7 of 20

Re: Being told there is no fibre broadband at new house

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I would expect the existing connection terminates when you move into your home and get connected.  is there not an existing openreach connection in the new home



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Message 8 of 20

Re: Being told there is no fibre broadband at new house

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The line at the new property has been shut off I believe.

We have been issued with a new phone number which will go active there on 13 June

I am just really hoping we are able to get fibre there. I’m not even fussed about FTTP. 

FTTC would more than suffice.

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Message 9 of 20

Re: Being told there is no fibre broadband at new house

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No, that tables shows FTTC (VDSL) is "Available".

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Message 10 of 20

Re: Being told there is no fibre broadband at new house

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So I should be able to get it once I move in & my current package & line are/is activated?

The girl on the phone said it could be that no more connections are permitted at that cabinet. Does that sound possible?

She said to call back a week after my line is activated & see what they say. If I can’t get fibre then I am going to cancel it & order Starlink.

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