Computer says no connection when there should be

[KatyGalbo]

Fibre has been put in at my rural location in Perthshire. I am in a detached house which was split decades ago into two flats. The Lower flat of our building is able to get it. We, in the Upper Flat, cannot for some reason - it could be that there is no wiring set up for us on the pole (in our garden) or that the computer button hasn’t been pressed and it is an admin error.

We cannot get hold on anyone in Openreach to help figure this out, our current broadband provider is worse than useless and we are getting nowhere, so have been trying others without success as “the computer says no”, Ofcom have tried to help but cannot really do anything, so we don’t know where to go or what to do next.

Any help appreciated

[licquorice · Accepted solution]

This is a BT retail forum and has no connection with Openreach. You need to pursue with your provider.

[iniltous]

Your ‘vague’ language regarding your current provider suggests it’s not BT , so as stated not really a BT problem, but usually, especially with converted houses its the address format (and wether or not the conversion to flats is properly recorded with the appropriate authorities etc  ) that is the issue ….if your exact address is visible on the Royal Mail address finder website ( not just close enough but identical ) and it matches your provider version of the address then upgrading should be possible, if it’s even slightly different your provider , they need to get their version of your address amended to match the RM entry , to match excatly , if there is no RM entry at all , then that’s a different (and much worse ) issue