Broadband upgrade

[Tomg35]

The plot thickens.

Origally Openreach said we had full fibre and the BT site said no.

Today I got a letter, from BT, saying yippee full fibre is available. So I check my account and it's still saying not yet. I rang BT customer service who said, again, it's not available. I said well Openreach say it and you have just written to me to say it is.

Nice chap, goes off to make enquiries. Yes he confirmed that Openreach are correct, but the sales team haven't marked our street yet as being able to get full fibre.

He will ring me when they have done it, evidently it's one house, in numerical order, at a time and we are the last house in the road 😀

[gg30340]

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@Tomg35wrote:

He will ring me when they have done it, evidently it's one house, in numerical order, at a time and we are the last house in the road 😀

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I think you have been given a load of flannel there.

Openreach inform BT and the other ISPs which streets including all the addresses of that street that are "fibre available" they don't tell BT or the other ISPs one house at a time.

The fibre connection is then finalised to the address when the customer orders the FTTP product.

[iniltous]

Anything out of the ordinary about your address , like it has a house name , a prefix or suffix with the house number , for example  No.1a , or a flat or apartment in a converted house ?

Using the BTw checker , enter your very near neighbours addresses that have regular addresses , do they show WBC FTTP ?

Often in situations like this , it’s an individual address data error , if there is no exact match , availability won’t be shown until the ‘data’ is put right .

[Tomg35]

No just a regular house number. Seemed confident that it will be ready order tomorrow or Wednesday.

Out of interest, I looked at sky to see if they provided full fibre, but their site says no.

But bizarre 

[Tomg35]

The saga continues.

I didn't get a call back, surprise, surprise.

On Saturday I contacted support via the chat facility, Nice friendly person looked into it and said yes full fibre is available for me, but they couldn't book it, so I should ring up the Values team.

Rang the values team. Very grumpy. I explained the story, in full, and said I had been told to ring them to try and resolve. She just said, your contract expires in September, ring back then! Bit puzzled, I said but BT have just told me I can have full fibre. She said call back in September and hung up.

I lodged a complaint, not just because of the lack of call back, and lack of will to take responsability for the issue, but I don't feel the lady in the values team had the right to speak to me as she did.

Phone call, yesterday, from a nice chap in complaints. I explained everything that had gone on, and he said "according to the BT system you can have it, but for some reason the EE site, says its unavailable. He said he will look into it, an call me back today".

I'm wondering  if it's EE that's the issue. I am with BT for everything and I know BT are shifting consumer customers to EE, and I'm just in some sort of limbo.

[iniltous]

TBH , the return from the DSL/BTw checker you posted shows no FTTP availability so in some respects I’m surprised you are getting anyone to say it is available, did you check your very near neighbours addresses to see if they show availability ?

Your screen grab was from a mobile and in portrait so has much less information than is available , any chance you can post the full return from a tablet/PC (or your mobile in landscape) for your address and the checker return for your next door neighbours, if your neighbours also don’t show availability, then I’d be inclined to think you cannot get FTTP 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[Tomg35 · Accepted solution]

Complaints rang back, he didn't say openreach was wrong, but did say that the letter from BT  was a bit "previous".

BT (EE) have no plans to connect our houses to the cabinets for full fibre, for some month, possibly even as long as January.

Customer Services, shouldn't have said it was available, and yes they should have rung me back to clarify. He listened to my call to the values team, and apologised for the tone and "brush off" I got, they should have properly investigated.

The upshot is, that they have marked my account, so I can leave at any time without penalty.

[licquorice]

Just to clarify a detail, FTTP does NOT come from a cabinet.