Can't order FTTP - BT Database Issue

[david39ni]

I dont understand what you says here confuses me you say and a quote "

Openreach checker says we can have FTTP - as we do (Available now, ultrafast full fibre)."

[NotADog]

The Openreach checker (https://www.openreach.com/fibre-broadband/fibre-first#FibrecheckerX) says Available Now, ultrafast full fibre.

We do have FTTP ("ultrafast full fibre"), provided by a CP who uses the Openreach network - Cerberus.

The issue I have (or maybe had) is that the BT Retail CP's database had two (subtly different) addresses for our house. The Openreach data relating to our FTTP line used one form of the address, which was not the same as the form of the address used for our FTTC line. So when I tried to upgrade our FTTC to FTTP the BT Retail database said "not available".

The problem is a BT Retail internal problem, other CPs have no problem with our address or the availability of FTTP.

[DanielS]

HI @NotADog,

Thanks for taking the time to post your latest updates.

Hopefully everything goes to plan for you on the 22nd.

Ideally, we should be placing an ORDI request with Openreach who would correct the address that they have for your house. We would then match that address to that address at our end which is very easy to do. This address needs to match the address that the Royal Mail address checker has for you. I wanted to put this up as I had to help another Community user whereby the FTTP team placed a home move order to the same address which ended up being someone else's address according to Openreach's database.

The fact that the ONT details match your ONT box should hopefully mean all will go ahead ok.

Thanks
DanielS

[NotADog]

@DanielS @JohnC2 @DavidM 

So that failed.

I have a Smart Hub 2 and a couple of Essential Digital Home phones here, but just after they were delivered the order started to go wrong, and was updated a couple of times by the "Order Management Team". It ended up that they would be stopping the current phone service/number and providing a new number on Digital Voice. We don't want to lose the phone number so I cancelled the order.

It seems that what BT can't do is upgrade our current FTTC line to FTTP.  A new FTTP order which isn't an upgrade looks like it would work, with BT or any other CP.

Our current line has both a phone number and email which we don't want to lose, this is why we want to upgrade (so we keep them).

I'll keep trying to talk to the FTTP Team.