Can't order FTTP - BT Database Issue

[NotADog]

We currently have:

• FTTC (with BT)
• FTTP (Openreach fibre with Cerberus. FTTPoD, now out of contract)

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

BT Wholesale address checker says we can have WBC FTTP (available, 1-stage), again, as we have with Cerberus.

BT Retail website (not logged in) says we can have FTTP ("Full Fibre") at our address.

Logged in to our BT account, MyBT, upgrade broadband only gives FTTC options. Phoning BT Retail doesn't help, they can only sell us FTTC and say FTTP isn't available.  After many phone calls the best I have had is a promise to raise an ORDI (twice), but that was two weeks ago.

Any ideas how to fix this so we can migrate our FTTC connection to FTTP (ie, changing from Cerberus to BT) ?

thanks,

Chris

[pippincp]

Give the FTTP team a ring 0800 587 4787  if you get passed on to normal CS hang up and try again.

[NotADog]

@pippincpThanks, I have tried the FTTP team number (unsuccessfully, just got CS) but I'll be more persistent. Is there any time of day that the FTTP team might be less busy, or is it just luck ?

[imjolly]

Obviously not peak times but generally pot luck

[brookheather]

Is your FTTC currently under contract with BT - if you are out of contract you might be better off terminating the FTTC (ideal time to port out your phone number to a VOIP provider) and then once you just have the FTTP connection move that to BT as a new customer - you might qualify for a better offer.

[DavidM]

Hi @NotADog and thanks for posting.

Did you manage to get through to the FTTP team? Were they able to help?

Cheers

David

[NotADog]

Hi @DavidM ,

No, not after 18 attempts. I'll try tomorrow evening and see if I have more luck. Keep getting CS.

Chris

[DavidM]

Thanks for the reply @NotADog .

Let me know how you get on this time.

Cheers

David

[NotADog]

@DavidM @brookheather @imjolly @pippincp 

Thank you all for your help. In the end after many attempts to talk to the Fibre Team I tried option 1 again, and ended up talking to Peter (there are probably many Peters) in the Value Team.

He had come across this problem before, and it is something to do with subtle differences in the account address from the time when broadband never existed and all we had was a phone line (1970's), and the spelling of the address used by Openreach for FTTP (which is actually the correct spelling). Seems that the address needs the same capitalisation as well as the same spelling. The fix is then to do a home move (working line takeover) from the 'old' address to the 'new' address (both the same physical house). Seems to have worked (I have an open order, and the ONT serial number lines up with the actual ONT) but I will only be sure if the order stays open to the 22nd when the takeover should happen.

This is keeping the existing landline number and an associated BT email address, the landline moving to VOIP (digital Voice).

[JohnC2]

Hi @NotADog, thanks for the update and do keep the thread updated. 

Cheers

John