Broadband

[Lola22]

I have just moved to an apartment where there is a BT Openreach ONT box in the wall.  I have contacted every provider who say they can’t understand why they can’t set anything up and I must contact Openreach.  The landlord insists there is broadband here and even contacted the last tenant who says they were in EE Broadband.  A further call to ER who say yes they were providing broadband services here just 2 months ago but they are unable to input anything request now for broadband , they then spoke to BT who were equally baffled.
I am so desperate as I’m an essential worker and work out of hours in a role that necessitates internet.  I also live with my teenage son who feels like life is over without internet snd gaming!!! Any advice at all please, could this just be a computer error?

[imjolly]

Try phoning FTTP TEAM 08005874787 and see if they can help. Have serial number of ONT handy

[Lola22]

I have tried that number but have to enter the phone number or account number to get past automated line, I don’t have either. I called BT new broadband package line and they can’t help me

[NeilO]

Hi @Lola22 what results come back if you enter your address in this availability checker when posting the results make sure to remove the address.

Thanks

Neil

[Lola22]

Hi Neil0, on the BT broadband checker states ‘sorry, we can’t find results for your address at the moment’ , I have been on BT chat which states ‘property not  yet ready for service’.  
this makes no sense at all as the building is fitted out, the last tenant had broadband and all the other tenants in the building have broadband.  I’m going in circles, can it be possible that there is some sort of error on the system, just a computer says no scenario?

[NeilO]

Hi, @Lola22 is your address registered on the Royal Mail database? You can check by searching for it on their website?

Thanks

Neil

[iniltous]

If there is an Openreach ONT on the wall ( it’s not a BT Openreach ONT, there isn’t any such organisation as BT Openreach ) , then what lights are lit ( assuming it’s powered up ) , if the PON light is green ( not flashing ) then as fas as the Openreach network is concerned the ‘fibre’ is connected , and any aggravation getting signed up for service will be an address issue , search this forum for the FTTP customer service number , call and have the ONT serial number ready, if it’s busy you may be put through to regular customer service asking for your phone number etc. , keep trying until you get the FTTP team

[VikingSteve]

If there’s an Openreach ONT in your Flat (it’s not a BT Openreach ONT, there’s no such thing as BT Openreach) unless the ONT is a 4+2 or 4+1 and was installed prior to Openreach being made a Ltd Company in which case your ONT will say, Openreach, a BT Group Business. This will explain why you would call it BT Openreach.

If the PON Light Solid Green and Not Flashing then as far as the BT Access Network that Openreach Ltd Build/Maintain/Repair is connected to a Head End in BT Parent Exchange, not necessarily the closet one to where you live.

The issue you’re clearly having is some kind of System or Address Issue, whose end that is at is anyones guess, could be Openreach Ltd, BT Wholesale or an Issues with whoever you’re trying to order it from.

When you call up have the ONT Serial Number to hand, it may help but it won’t necessarily will.

[Lola22]

I am really at a loss as to how I can resolve this situation.   I finally managed to place an order for broadband with a scheduled date.  However I then had a message stating there is a discrepancy with my address and that of Openreach.  I spent another  hour on the phone with the supplier who tried everything they could to help but the order was rejected stating no packages available for my address.  I have checked on Royal Mail postcode checker and my address exists.  Openreach finally responded to my email of 2 weeks ago stating they do not have my address on their database.  It’s not a new address, the previous tenant had broadband and it’s recorded as a ‘gold’ address.  I have gone round in circles for weeks and can not find anyway at all to correct whatever crazy glitch that Openreach have on their system.    The phone signal in the area is poor, in desperation I have just forked out £175 on a 4g router with £60 monthly data charge, but it’s awful.  I am not in anyway a techy person and so upset that I’ve moved to an address advertised with internet, I’m stuck in a tenancy and can’t speak to anyone in Openreach to fix what is clearly just a glitch!! It’s utter madness