No internet

[Suzana]

Hello. I need some help understanding why BT cannot provide broadband to my flat.

I have BT/Openreach telephone and broadband connection boxes already installed inside my apartment. However, every time I try to order BT Broadband, I am told that the service cannot be installed.

Could you please explain:

1. Why is BT refusing to provide broadband if the BT/Openreach connection points are already inside the property?
2. Is there a fault or issue with the building’s infrastructure?
3. Does Openreach need to carry out any work to connect my flat?
4. Can you arrange for an engineer to inspect the property and determine why service cannot be provided?

I would appreciate a detailed explanation, as I have already contacted several providers and they all say they cannot install broadband at this address.

Thank you.

[licquorice]

This is a customer to customer self help forum, you are not talking to BT.

Call customer services 
0330 1234 150

[imjolly]

this is a customer help customer forum and you post does not go to BT nor is there any connection from forum to openreach

can you enter your address and post the results including notes as this will show availability

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

is your address correct on royal mail database?

[Suzana]

Thank you for your reply. The problem is that several providers (BT, Sky, Vodafone and others) have told me they cannot provide broadband to my flat because of the building’s infrastructure. There are BT/Openreach boxes inside my flat, but no provider is willing to complete the installation. I have already contacted several providers without success. Could this be an Openreach database or infrastructure issue?

[WSH]

Did you use the link imjolly provided?  There will be survey notes at the bottom that should describe any issues. 

It might be worth posting an image of that page.  Just make sure you obscure any phone number/address information first.

[iniltous]

1. Why is BT refusing to provide broadband if the BT/Openreach connection points are already inside the property? 
   The same reason the other ISPs you tried ,  no one is refusing, the address either doesn’t exist in records or doesn’t show availability, it’s probably an address data issue or the network isn’t ready for service.
2. Is there a fault or issue with the building’s infrastructure? 
   Possibly but the address is the most likely problem
3. Does Openreach need to carry out any work to connect my flat? 
   Depends , is the ONT powered up and the PON light steady green , if it is no further Openreach visit is needed .
4. Can you arrange for an engineer to inspect the property and determine why service cannot be provided? 
   No , that’s not how it works 

[Suzana]

Thank you for your replies.

I have now checked with multiple providers, including BT, Sky, Vodafone and others. Every single one has refused to provide broadband at my address.

I have also spoken to several neighbours. They have all experienced problems getting internet in this building.

One neighbour has Vodafone, another has BT, but most residents have had to use portable mobile hotspots with SIM cards because fixed broadband is either unavailable or impossible to order.

I also bought a 5G router myself and tried using it with a Three SIM card. Unfortunately, the mobile signal inside my flat is poor and the connection is not reliable enough for everyday use.

I have two children at home, so relying on a mobile hotspot is not a practical long-term solution.

Since every provider refuses service, this seems to be an issue with the building’s Openreach records or infrastructure rather than with a single ISP.

Could someone please advise how I can get Openreach to investigate or update the address records so that broadband can finally be installed?

[licquorice]

You haven't answered point 3 in the previous post.

[WSH]

You may not be aware, but this is a customer-to-customer help forum for BT the residential ISP.  The only employees on here are the moderators.

Also, while both members of BT Group, BT and Openreach are separate companies.  BT have no more influence with Openreach than do, say, Sky.  This forum has no access to Openreach whatsoever.

If it is a block of flats and affects other residents, then the freeholder/management must be aware of it.  Have you asked them what the issue is?

[iniltous]

Using the link provided to the btw checker , put the address of a neighbour that has successfully ordered FTTP via an ISP on the Openreach network and compare it to your address (assuming your address comes up on the checker ) and highlight any differences either in their address format or the products available to them compared to the products available to you , my guess is your address won’t be there and that’s why ISP can’t ‘see’ your flat , and if it’s not on there , they can’t order service for it …..if (as an example) your MDU has 6 units , and only 1 or 2 addresses come up on the checker , you could start with the developer and ask if all addresses were registered with the local authority and the Royal Mail