No Fibre Access

[AndyL1]

Hi,

I have bought a new build, I have the Openreach external junction box on my house and the ONT in my house, but cannot purchase broadband, due to my house not appearing on the Openreach website checker as having fibre available in my area.

I have spoken to the developer and they say they have done all the relevant stuff on their end and that I should be able to have fibre availability.

I have spoken to BT on several occasions and they have said that they cannot see my address as having access to Openreach either so cannot help.

My address appears on the post office database as correct so it is not an address issue.

Any help on next steps to take?

[infinitywaiter]

I would suggest that you contact Openreach themselves to discuss it with them.

See page here:

https://www.openreach.com/help-and-support/problems-and-appointments/broadband-in-new-build-homes

If you can't find your new build address on BT checker:

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Or Openreach checker:

https://www.openreach.com/broadband-network/fibre-availability

Then the only route is to contact Openreach themselves through the first link provided.

[iniltous]

If you have an ONT installed, what is its status, is the PON light lit and steady green , is the LOS light lit ?  the PON light lit and steady means the Openreach part of the job is complete .

Its rare but you can have an occasion where BT haven’t got the necessary cable links in place to connect the Openreach equipment with BT equipment, hence the situation where OR are ready but BT are not.

Another possibility, when OR visit the site the address is known by the plot number , the developer indicates to Openreach what house number  it will become , but then they change it and you get a mismatch address , but if the PON light is steady that’s not going to be an issue .

[AndyL1]

So from looking at the ONT, the power light is on and the PON is flashing, with no other lights illuminated.

[iniltous]

Flashing PON light means that there is an optical signal ( light ) being received, that’s good as it as it  means that Openreach have been out  and spliced the house connection to the splitter , but for some reason the authentication hasn’t taken place …there are a couple of possibilities why that is , but often the installer cannot deal with this and passes the problem to another group ( Tiger Team ? ) .

This normally should take a short time to resolve, and OR should be aware , if the development is ongoing, there will be an Openreach field based coordinator ( FBC ) , you could  ask the developer to contact the FBC and find out what the problem is….until the PON light is steady then the address isn’t ready so it’s correct that you cannot yet order service.

[AndyL1]

I've contacted the development manager regarding this and asked them to contact their FBC to look into this.

It's infuriating seeing as we were told it would be all ready for plug and play when we moved in. And the fibre junction box is across the street from our house so I know fibre is available.

Lets hope it is resolved soon, as I know these issues can take months in some peoples cases.

[iniltous]

As stated there is an optical path from your individual ONT to the OLT ( the headend equipment) , often the issue , especially if it’s the first ‘user’ on a new CBT ( a distribution point outside your home and neighbouring homes )  , is that although it’s getting light from the OLT , it’s from the wrong location within the OLT , preparatory work for the OLT ‘maps’ where individual addresses are expected to be ‘seen’ when they are connected , if the network  techs make mistakes when connecting the network components, so for example  connect the  CBT to SASA 2 ( in error ) when it should be on SASA 1 ( easily done  as they both exist in the same enclosure ) , then the authentication fails as the address was expected on SASA1 ,  but appears on SASA 2 , the Tiger Team should remap the OLT data for the CBT from SASA 1 to SASA2 to get around the network error ( or send back a  technician to physically do it ) .

AFAIK this is targeted with a 24 hour turn around, but the bank holiday weekend may affect this timeframe 

[AndyL1]

So I have got to the bottom of the issue regarding this issue. The developer had registered the property with Openreach under a different postcode which is on the same development, so when using our actual postcode the issue arose with no fibre in the area. As soon as the alternate postcode was put in through BT broadband checker, our address was found and fibre was able to be purchased.

[iniltous · Accepted solution]

Glad it’s sorted , TBH , developers don’t realise that this sort of c*ck up they make , can cause systems designed to use this type of information fail ,  obviously  those affected these type of developer addressing errors are incredibly frustrating.

[rbz5416]

So have you placed an order using the wrong postcode?