We currently have a copper wire connection to our property which results in speeds of around 7mbps. Full fibre has been installed down our road and is available at our property. The issue is that our house is on the BT/Openreach databases twice, once as "Hilltop House" and once as "Hilltop" (not real house name). When searching for products, "Hilltop House" returns full fibre options (500mbps) but "Hilltop" returns only copper wire products (10mbps). Our account is current assigned to "Hilltop".
BT suggested that we carry out a "home move" as they show as different properties on their system so that may sort the issue out. This was meant to be completed last Friday but a mismatch between the BT and Openreach location codes meant that it couldn't be completed, I assume related to the house being classed as two properties.
I've just spoken to someone else at BT who has re-ordered the home move, however, I'm sceptical as to whether this will work as I imagine it will end in the same result as before.
How do we progress this if it occurs again? I've probably spent >10 hours on the phone to BT in total.
