Cannot get Fibre Cable at property

[licquorice]

Or @Charlotte5  wishes to use BT.

If neither is the case, we are all wasting our time.

[Charlotte5]

Address (Edited by Mod) on Exchange WEST is served by Cabinet 15 
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback 
Threshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date 
High Low High Low 
VDSL Range A (Clean) help 80 79 20 19 78 Unavailable Available 
VDSL Range B (Impacted) help 80 79 20 19 78 Unavailable Available 
G.fast Range A (Clean) help -- -- -- -- -- Unavailable -- 
G.fast Range B (Impacted) help -- -- -- -- -- Unavailable -- 
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process 
WBC FTTP Up to 1000 Up to 220 -- Available 1 Stage 
Other Offerings Availability Date 
VDSL Multicast Available 
Exchange Product Restrictions Status 
FTTP Priority Exchange Y 
WLR Withdrawal Y 
SOADSL Restriction N 
Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues. 

FTTP is available and a new ONT may be ordered. 

As a fibre priority exchange, FTTP has priority over other products if available at the address 

As a WLR withdrawal exchange, product restrictions apply 

SOADSL is not restricted at the exchange 

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage. 

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage. 

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed. 

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises. 

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values. 

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service 

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception. 

Thank you for your interest 


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[Charlotte5]

I don't know they are Spanish

[licquorice]

Please edit the address from your screenshot. It is personal information.

[NeilO]

Hi, @Charlotte5 It sounds like an ORDI will need to be raised for the address issue. I'll send you a private message so you can get in touch with the moderation team.

Thanks
Neil

[iniltous]

As can be seen there is a difference between the two posted returns
First one ( the basement presumably )
ONT exists with active service. No spare ports are available. A new ONT may be ordered. (  No spare ports refers to the fact that a single port ONT was fitted , not a comment on the network availability ) 

the second ( presumably the maisonette )
FTTP is available and a new ONT may be ordered.

It may well be prudent to get the addresses  sorted , but the maisonette has FTTP even though the addresses on the order would have shown the basement as the address , so that installer didn’t worry about the details fitting it in the maisonette and not the basement , TBH , it’s quite probable that an order for the maisonette wouldn’t fail simply because when the installer asks ‘where do you want the ONT’ , you show them to the basement, and not the maisonette, chances are they won’t even  realise its two separate places .

As the BT Mod  is willing to get involved, usually to get an ORDI check , there has to be something ‘BT’ in place , an open BT order , or an existing BT customer account at the address , but perhaps this mix up can be sorted out but you may have raise another order with BT if there isn’t currently one 

[Charlotte5]

Thanks I am going to try to open a BT order for fibre in the basement today and hopefully connect all the help I have received from the forum with the order so that it can be resolved 🙂

[iniltous]

Open right already think the  basement already has an ONT ( we know not physically, but the service records show that ) , so you need to ensure a brand new service is ordered ( emphasise you want a second service) otherwise the existing service, that although physically installed at the maisonette ( but  is recorded as being in the basement ) , could inadvertently be selected and its service taken over , if that happens you won’t get a second service, the ONT will still be in the maisonette  and  unless the tenant is also using BT it will stop working for them ( because they will have their own ISP router connected to a BT service ) and obviously this will be of no use to you as it’s not in your part of the building , so won’t be able to  connect your BT router

TBH , of the 3 options, get the addresses sorted out , ordering for the ‘wrong’ part of the building to get around the address issues ,  and what will appear to Openreach and the ISP , to be ordering a second service for the basement , what you propose is the most risky for the tenants in the maisonette 

[Charlotte5]

oh no … it would be a disaster to cut off the tenants.. I have been contacted by the moderator to  supply my account details so that (presumably the address) can be sorted out but I have to register for an account to give any details … I explained to them but have not yet received a reply 

[Keith_Beddoe]

The moderators are only a small team, and deal with each request in strict order, so its likely to be few days before they reply.