Full fibre availability denied

[FinstP]

Openreach engineers dug up my pavement last year and told me that full fibre would be available ‘soon’. I have registered with BT to be informed when it is ready but have heard nothing. Well, Openreach installed a full fibre connection to my downstairs neighbour over a month ago (they switched from BT to TalkTalk) and told me that a connection was essentially in place for me too. However, BT still insists that full fibre is not available to me! I don’t see anyway to convince them otherwise. Any help?

[pippincp]

You sure they were Openreach engineers? Openreach normally use contractors for civils work.

TT also use Community Fibre and City Fibre for their FTTP.

[FinstP]

They came in Openreach vans

[iniltous]

As you state you have a downstairs neighbour implies you are in a flat/apartment above them, these type of situations can be problematic for the upper flat , if an underground service area , then to get a new cable to you on the first floor requires permission from the ground floor unit as the new cable would have to attach to their wall on route to the first floor .

Show the checker return for the flat below you and your flat , this may give an indication where the issue is .
https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

The part of interest looks like this (yours may differ ) , this example is for a fully ducted modern house
Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Feed with no anticipated issues.

[FinstP]

Interesting. That showed that full fibre is available (I think), but MyBT insists that it is not.

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG partial Direct In Ground.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

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.

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.

[jac_95]

Is there a similar address in the drop down on the BT Wholesale address checker?

It could be a NAD key/address missing match between BT Consumer, Wholesale and Openreach. If so BT can get their DI team to do a ORDI request to align the records correctly 

[iniltous]

Presumably the survey note you quote is for your address , what does the same  check show for the neighbour below you ?

If the checker return is for your address , it does show that FTTP is available, but if BT say it isn’t available (from BT ) that could be that although Openreach have FTTP availability, the interconnection tie cables that BT (and other ISP’s that use BTw interconnects , may not be available, try a provider that doesn’t use BT Wholesale to see if they offer you service.

As the survey states partial DIG , that’s buried armoured cables (direct in ground) so potentially significant construction costs as no existing ducts , plus , as stated previously, you may need a neighbour’s permission if their property needs to be utilised to serve your address 

[FinstP]

Yes, that was for my address. The Openreach guys who installed the fibre for downstairs also ran another connection from the street to make it available for me, so the installation would be no problem at all - and my neighbour has no objection. However, it hasn’t even got to that stage - BT just say full fibre is not available at my address. I should say, the BT site says it is not available at my postcode!

EDIT; the checker that you mentioned says that FTTP is installed downstairs!

EDIT2: Thanks to input from jac_95, I now see what might be the problem. On the MYBT website, I enter the postcode and it says FTTP not available. Now, if I go to the checker and input the postcode, it lists the houses by house name followed by listing by house number. If I select by house name, it says FTTP not available for all that I tried. If I select by house number then it says that FTTP is available!!

[FinstP]

I’m not sure what a similar address would look like. On MYBT I input my postcode and they say full fibre is not available. The checker website says it is available at my address and it also says that it is already installed at the downstairs address!

[FinstP]

EDITED: Aha! On the MYBT I can only enter my postcode and I am told that FTTP is not available. I now see that if I input only my postcode to the checker website, it then offers me selections that lists both the NAMES of the houses in that postcode, and also the house numbers. For all the house names that I tried (including the neighbour who definitely has FTTP), it says FTTP not available! If instead I choose house numbers, then it says that FTTP IS available!! SO, you were correct! Now, what do you suggest that I do?