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Message 1 of 13

Openreach are continuously routing to the wrong DSLAM

I have been attempting to get BT broadband at my new house for over 2 months now, but every time a new engineer comes to connect us, the routing has been done to the incorrect DSLAM. This has happened 7 consecutive times. It's always routed to the incorrect box about 5 miles away from my house. Nobody within the customer service team at BT is able to have any meaningful effect on this. It just happens time and time again. They then have to cancel my order and reorder everything from scratch which just begins the process again. On the time before last, I received this message: 

"The engineer has identified the order is routed to the wrong DSLAM, this will make all the routing including the cable link invalid. We are in the process of correcting this and will provide further notification of any actions to be taken once our work with the engineers has been completed. Apologies for the delay, please stand by for further instructions. We will update you of any progress once we have an update, the next review date will be 13/07/23. We will contact you then.

The relevant engineers are in the process of correcting the routing issue and will provide further notifications and actions once the work has been completed. Review date has been set for 17/07/23 so will have an update then.

It has gone on for so long I have lost all faith that anyone will be able to fix it. Does anyone have any advice on who needs to fix this and how they might do it?

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Message 2 of 13

Re: Openreach are continuously routing to the wrong DSLAM

openreach will not move your line to a closer cabinet just so you can get better internet connection ( this has been covered numerous times on the forum previously).  Bear in mind the existing copper line for phone use PSTN will end in 2025 and you will use the internet for calls VOIP



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Message 3 of 13

Re: Openreach are continuously routing to the wrong DSLAM

It's not so I can get a quicker connection, it's so I can get any connection at all....

My property is covered by the Farningham Exchange (cabinet 10), but they're incorrectly routing to the Dartford exchange (cabinet 12), meaning the engineer can't connect anything.

dansales8_0-1689684771679.png

 

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Message 4 of 13

Re: Openreach are continuously routing to the wrong DSLAM

what does it show if you use your phone number - options available.

if it's not to improve your broadband then what difference does it make which cabinet your are connected to?

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



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Message 5 of 13

Re: Openreach are continuously routing to the wrong DSLAM

The engineers are saying that's too far away to connect anything to. It's definitely a fault

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Message 6 of 13

Re: Openreach are continuously routing to the wrong DSLAM

i don't have a phone number set up yet

 

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Message 7 of 13

Re: Openreach are continuously routing to the wrong DSLAM

Hi, you can use a UPRN number instead

To fins yours, head to https://www.findmyaddress.co.uk/search and enter your postcode and select your house number

 

You will then see a long number starting 1000 

Enter this number into the checker and you will see the results of your house

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Message 8 of 13

Re: Openreach are continuously routing to the wrong DSLAM

Says the same thing. Farningham Cabinet 10. Not Dartford Cabinet 12..

dansales8_0-1689686811667.png

 

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Message 9 of 13

Re: Openreach are continuously routing to the wrong DSLAM

When you say new house , is it new to you , or a new build and you are the first occupant and yours will be the first ever service into the property ?.

Is there anything unusual about this building, like it’s on a remote plot on its own , or in a village setting where addresses are not in the format :  house number , street , town , county, postcode ?

For the property to consistently be incorrectly routed , suggests either the wrong property is being selected at order entry ( possible if the address isn’t in the regular format ) or there is inconsistency between the postcode Openreach hold and the Royal Mail postcode, have you checked the postcode is correct , and if you use a UPRN checker , that your property is indicated .

A potential long winded way to get service, that doesn’t rely on a DSLAM being allocated initially is order a line only , if routed to the wrong DP and cabinet, provided the exchange is correct , the installer should provide the connection ignoring the incorrect routing getting the actual routing he or she used recorded, then if a broadband service is ordered , this actual routing data should ensure the DSLAM associated with the correct copper cabinet for you location is selected , not one miles away .

If PCP 10 is correct for you address , the copper DP outside your home , is cabled  back to that cabinet, if they allocate a FTTC port associated with PCP 12 obviously it cannot be connected to your line , the question is ,why if cab 10 is correct , and cab10 has FTTC , why isn’t it being automatically picked up by the routing algorithm , this is an automated process based on the address

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Message 10 of 13

Re: Openreach are continuously routing to the wrong DSLAM

Thanks for the thorough response. It's new to me, as far as I know the previous owners had Sky Broadband set up with no issues. The unusual thing is that there is a street near the Dartford PCP with exactly the same street name as mine, so therefore there is an equivalent property where the incorrect routing is being done to with exactly same the first two lines of my address. The only thing different between them is the postcode.

I'm not sure which of the two you've suggested is right but it has to be one of them, and so far nobody has been able to inform whoever it is who is responsible for placing the order to make sure it's done correctly.

I've applied for broadband via BT & Sky now and the same thing has happened. 

Would you be able to draw out a step by step plan of action for your plan action around the new line? I'm willing to try anything at this point.

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