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Recognised Expert
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Message 21 of 28

Re: Can't order Fibre but my neighbors can?

If you are dealing with a national developer then I would attempt to lodge a complaint at a manager or higher level as that will at least be dealt with as they don't like having unresolved outstanding complaints and will have more power to investigate what has happened.

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Beginner
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Message 22 of 28

Re: Can't order Fibre but my neighbors can?

One possible problem might be that all the fibre connections in the cabinet are used already.  It will probably take a long time on the phone to get to somebody in BT who can give you a sensible answer.  You will need persistence and patience, good luck.

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Distinguished Sage
Distinguished Sage
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Message 23 of 28

Re: Can't order Fibre but my neighbors can?

@Hayseed

it is FTTP not FTTC so cabinet availability is immaterial



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Message 24 of 28

Re: Can't order Fibre but my neighbors can?

Hi. Thanks all for these comments/suggestions. Your comment is correct - it is FTTP not FTTC so cabinet availability is immaterial. I have contacted the FTTP team this morning and (although fairly helpful) have still not answered my question as in when I will be able to place an order.

I have also got a first response from the Openreach form that I completed this morning as follows:

Thanks for contacting us.

I've had a look at this for you and it looks like your query will need some further investigation by our specialist team to resolve.

What I'm going to do is forward your query on to them directly, which they will then pick up and deal with, contacting you directly once they have the relevant details.

Sorry I wasn't able to deal with your issue today, but our specialist team will be in touch as soon as possible.

I'm hoping someone in this "specialist team" will give me an answer 🙂

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Distinguished Sage
Distinguished Sage
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Message 25 of 28

Re: Can't order Fibre but my neighbors can?

at least you got and answer and from the context from a person and not an automated response



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Beginner
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Message 26 of 28

Re: ORDI Request to Openreach

Hi DanielS. Hope you don't mind me replying to someone else's thread but I'm getting so frustrasted with the lack of response I'm having from BT over the issue as to why I cannot order FTTP when houses right next to me can. I've gone right round the loop with this and have now been advised (after initially being told that "there is a discrepancy with our records which is preventing you from placing an order for fibre to the premises (FTTP) broadband. We are now in the process of associating your address with the necessary fibre equipment and will contact you again as soon as this has been completed. To now "we are unable to complete the fibre association to your property. This is something we are working to resolve with another department. We will be in contact again when a order can be placed".

I would like to understand what this means and the likely timescales around resolution but the engineer/support contact in Infrastructure Solutions never returns my e-mails. The last live chat I had also recommended me to get my current ISP to complete an ORDI Request which I've never heard of until looking at this and not sure if it would help matters?

Would really apprciate any advise here.

Thanks in advance.

 

 

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Distinguished Guru
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Message 27 of 28

Re: ORDI Request to Openreach

Hi @bmffan,

I would recommend asking your current ISP raise an ORDI robot request as mentioned on the live chat. Only your current ISP can arrange it. We can't contact Openreach on your behalf to do so as we have no legal agreement with you to say that we are managing your line. Basically, you're asking Openreach to correct your address on their system. Make sure your address is correct on the Royal Mail address checker also. Hopefully this will allow you to place an order afterwards.

Thanks

DanielS

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Beginner
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Message 28 of 28

Re: ORDI Request to Openreach

Ok makes sense. I will do this tomorrow. Thanks very much for replying.