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Gwendlethred
Beginner
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Message 1 of 14

Openreach Database Error

How can I get Openreach to correct their database? They show my line as connected to cabinet 6 but in reality I am connected to cabinet 15.

Cabinet 15 is new, fast and shiney. My phone line comes out of my house, is strung to 2 telegraph poles and disappears into Cabinet 15. I know; I can see it. My wife watched the engineer do the work.

Openreach seem to think I'm connected to Cabinet 6 which is located in a ditch about a mile down the road.

Unfortunately this error means my broadband is severely throttled.

I asssume I could get this sorted under the GDPR act as it involves data about me. But before I drag it through the courts is there a more benign and quicker route?

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13 REPLIES 13
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 14

Re: Openreach Database Error

Welcome to this BT Retail  user forum, which has nothing to do with Openreach.

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.


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Gwendlethred
Beginner
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Message 3 of 14

Re: Openreach Database Error

speedtest 1.jpg

As you can see - this 'test' assumes Cabinet 6. This is an error. It should be Cabinet 15.

I understand this is a BT forum and not Openreach. However my contract is with BT, not Openreach. Therefore I am obliged to talk to you.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 4 of 14

Re: Openreach Database Error

You should be getting a connection speed between 18.9 and 30.6Mbs, I would hardly call that being throttled.

The fact that you think your cable goes elsewhere, can be misleading, as cables contain multiple pairs, and are often split in a nearby joint or cabinet, with some pairs going to a different cabinet.

Bear in mind, this is only a customer to customer forum, and is not a direct method of contacting BT Retail or Openreach.

 

 

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Gwendlethred
Beginner
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Message 5 of 14

Re: Openreach Database Error

The actual speed I am getting is 3Mbs download and less than 1 Mbs upload.
This is with a brand new BT smart hub.
I don't merely 'think' the cable goes to cabinet 15. We discussed it with the engineer whilst he was doing it.
I would love to talk directly with BT or Openreach and have tried to many times in various ways. I have chatted at length with operatives who have poor command of English, little knowledge and less authority. I've been give contact numbers which ring, get answered by a recording and cut off. Or put in a queue and then cut off. I've been linked to dead webpages or found myself in endless loops.
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 6 of 14

Re: Openreach Database Error


@Gwendlethred wrote:
The actual speed I am getting is 3Mbs download and less than 1 Mbs upload.
This is with a brand new BT smart hub.


Then there is something wrong with your connection, it could be a faulty cable, or faulty internal wiring.

Can you please post the connection information from your home hub. There is some help on this page if you need it https://community.bt.com/t5/Announcements-Guides-Community/Broadband-Top-Tips-to-get-help-on-the-for...

This forum cannot help you with the Openreach routing, only your existing connection, which is poor, unless you are on ADSL and not FTTC. The home hub stats should show that.

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imjolly
Distinguished Sage
Distinguished Sage
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Message 7 of 14

Re: Openreach Database Error

post stats from hub  if hh6 then advanced settings then technical log information

the speed shown are connection speeds not download speeds  there is no guarantee on download/ipload speeds



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Gwendlethred
Beginner
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Message 8 of 14

Re: Openreach Database Error

I'll interrogate the hub this evening and post the results
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
829 Views
Message 9 of 14

Re: Openreach Database Error


@Gwendlethred wrote:
I'll interrogate the hub this evening and post the results

Thanks.

Its the modulation type that will  be the clue, but I would suspect you are only on ADSL, and not FTTC.

Modulation type G993.2  = VDSL         G992.3 = ADSL

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iniltous
Guru
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Message 10 of 14

Re: Openreach Database Error

Cab 6 has FTTC and shows speeds for your address as in the region of 20-30Mb, as you only get 3Mb this suggests that you are on exchange based ADSL not VDSL/FTTC from the 'wrong' cab.
Is it the case that you don't want to order FTTC yet , because you assume will get a VDSL port aligned with Cab 6 and the slower speeds commensurate with that,( even though it would still be much better than what you currently get from ASDL) and want to be guaranteed you are recorded on Cab15 , so the VDSL port is aligned with that Cab and the better speed that would be available ?
FWIW , the GDPR isn't really appropriate as its routing information that may be incorrect and not any of your 'personal' data, and if you were FTTC but for Cab 6 you wouldn't be throttled, the speed would be dictated by the longer line length from Cab 6.
It can be the case that one PCP (cabinet) is served by cables from another PCP , rather than cables that go directly back to the exchange, perhaps if there is an error , that's where the error is , in my own case the 'telephony' connection has jumpers on the exchange MDF and in two PCP's before it gets to my home, but the FTTC port allocated is on the cab that's closest to my home ...if the last PCP your line is delivered from is PCP15 and that has FTTC , then (as you already know) you would need the routing info for your home corrected to ensure the VDSL port is allocated out of the nearest FTTC cab.
Have you tried your near neighbour's addresses to see if they are recorded on cab 6 or 15 ?..it may be that if cab 15 is new and infill type cab , and your line was out of PCP6 but now is out of Cab 15 ( or is out of Cab 6 then into Cab 15) perhaps the physical work is done but the paperwork is still being dealt with and records will update in due course

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