Fibre availability confirmed by Openreach but suppliers say fibre NOT available

[iniltous]

That is a possibility, but the design criteria for new sites was every address allocated a port on the CBT , so (for example) if an 8 port CBT were designed to cater for 5 addresses , 5 ports would be made ‘live’  on that CBT , so one each in normal circumstances , and even if it were possible for an address to order a second service (that was not delivered by a multi port ONT but by ‘pinching’ the CBT port the OP address once had because it wasn’t currently in use )  , I’d suspect the ‘network at capacity ‘ message would be presented.
It may be though that if the CBT port this address once used , has been reallocated (possibly due to a fault on someone else service requiring them to be moved  to a different CBT port , used by an empty house so won’t be immediately noticed ) and there is now effectively a deficit on the CBT , so basically more addresses than working ports on the CBT  , and that’s why the LOS light it lit (because there is no longer a connection to the headend ) and somehow this is manifesting itself as the ‘We cannot determine broadband availability at this location’ message , then the OP basically is screw*d , but I think this is not very likely.

[36ULW]

Doubt it. It’s Openreach build policy to provide enough Capacity for each premises plus and additional 2 spares.

Even if say the neighbour had a faulty port and an Engineer took it then I can virtually guarantee they wouldn’t report that they took it so there’s no way Openreach would know.

As far as they’re concerned that NAD Key will have an ONT, which will be assigned to a CBT so they’ll just liven it up at which point they’ll not detect the ONT and force through an Engineer Appointment to find out why it’s not working.

[WSH]

@IainCurrie11 

Just a wild shot in the dark here, and my apologies if this doesn’t help, but you say it was a Sky connection.

Are you sure the ONT is actually Openreach?  Sky have favoured Cityfibre for a few years now.  In fact, trying to get Sky to put in an Openreach connection is an up hill task today.  It may be the ONT is a Cityfibre unit.

[FLC]

What you describe suggests that something has changed since the property was built.

When you enter your postcode into the BT Wholesale checker, have a look at all the addresses on the drop down selection box for anything unusual. Does your address appear twice or is there another very similar address? Possibilities include the original buyer was one of the odd folk that like to add a name to their property, or a subsequent build shares a number (eg 1 & 1A).

Given that the previous ISP was Sky, it might be worth seeing if they can trace service from the ONT serial number.

[IainCurrie11]

The ONT box has “Openreach” embossed on it in 2 places, so I assume it isn’t Cityfibre?

[IainCurrie11]

I’ve checked, but our address is shown correctly, and there are no “A”s etc or house names. I’ll take up your suggestion of trying Sky re the ONT number, but am not hopeful based on anyone actually wanting to help. Thanks anyway.

[IainCurrie11]

Many thanks for this and other helpful comments from you and others. I understand the problem much better…but still don’t feel any nearer to understanding how to resolve it. I filled in the BT/Openreach web form on 18th June and haven’t yet had a reply. I’ll try contacting BT as suggested later today.

Can I ask some probably naive questions, but I do need to eliminate all options before giving up for the sake of my mental health, and/or thinking the unthinkable and looking at Star**** ( my absolute least favoured option by a mile)

- who is actually responsible for the physical infrastructure and repairing what might be a physical fault with the cable, junction box etc?

- is it possible SKY made an admin or technical error in cancelling the previous contract, and are they likely to respond to a non-customer (me) trying to pursue this?
- is there any direct means of getting an engineer to look into the problem?  I can’t help thinking that if I can get an engineer on the ground, the solution could be very obvious.

- Are there any private contractors allowed to intervene? Can one PAY Openreach to intervene? Are there any professional consultants who could act on my behalf and follow up practically on the suggestions this forum has put forward?

TIA

[licquorice]

Openreach is responsible for the physical network. It is not possible to either get Openreach or anyone else to investigate any  possible fault on your behalf. Openreach are not customer facing and only deal with ISPs. 

[IainCurrie11]

Thank you. The answer I expected. I spent 88 minutes on the phone with BT this morning - very helpful agent, who spoke to the “urgent repairs” and “connections “ teams at Openreach…but same story - fibre is not available to the property and they won’t send an engineer. My last hope appears to be that Openreach respond to the form I submitted to them last week (or maybe it’ll have to be Mr Musk).

[iniltous]

What do you think an engineer visit would achieve if you could persuade OR to  send one of its staff to an address that has no ISP ‘paying’ rental  for , to confirm that an Openreach ONT exists , that’s has  been established already , possibly fix the LOS problem, that’s not likely, why fix something that isn’t currently earning revenue, and fixing it will not change the incorrect ‘data’ for this address , that’s the issue that stopping you raising an order in the first place .

The Openreach formwize is the only way really way to have this seemingly incorrect data looked at and hopefully changed , only if that avenue fails is it worth exploring other avenues, and realistically that is via BT Group  executive level complaints (or same within Openreach ) and not via an ISP