Problems Upgrading to FTTP

[yatersley]

Please excuse me if I am posting on the wrong board, I'm new to this Forum layout.

I'm posting on behalf of an elderly non technical friend. He has signed up to receive Full Fibre under a government sponsored scheme that will pay Openreach for bringing this service to the local location where he lives. This work has been completed and he is now under pressure to upgrade so that Openreach can collect their money.

The problem that he has that BT customer services records shows that Full Fibre is not available at his address.

Openreach have been contacted and they have confirmed that Full Fibre is available and quoted the correct UPRN and shown the correct property on a map.

Looking at the BT records, I have found two addresses for this one property. They both refer to the same property but have different post codes. The incorrect one relates to the same lane but further down the road. The BT ADSL checker shows FF to be available at one address but not at the other.

I have sat with him and spoken to Customer Services but after over a week it appears that no corrections have been made.

Obviously the easiest solution is to pay the ETC and for him to move to a different ISP, but having been with BT for over 50 years he is reluctant to move. However, repeated emails from Openreach are beginning to worry him.

Is there any advice you can give to get records updated without further delay.

[imjolly]

not sure how your friend has 2 separate addresses registered to his BT account or your friend have 2 accounts - old and new?

try contacting billing using message now and see if they can sort out the address.  from your post openreach appear to have the correct address

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[yatersley]

@imjolly 

Thanks for the tip, I shall give the chat line a try in the hope that I can get some sense. As far as I am aware, there has never been two accounts, they have been with BT since the house was built back in the 1970s. 

[imjolly]

I don't know how you can have 2 registered addresses on your BT account but maybe billing can help sort that out

[yatersley]

I don't think that there's two addresses for the one Account. 

Rather, BT Broadband Availability, when doing an address search, shows there to be two addresses for the same property, One with FF available, the other without. A UPRN search idenifies the correct property, with FF available.

I suspect that there are two problems here, who is responsible for updating the BT Broadband Availability checker? is it BT or Openreach?

I need to go to my friends to try the Chat line, which I hope to do later.

[yatersley · Accepted solution]

Just to close this topic off. 

I never did get the Chat line sorted, I just kept going around in circles, coming back to 'ring 150'. In the end I cracked and did that once more, with low expectations.

However, this time (my third call to try to get this resolved) I was lucky enough to speak to an Agent who knew how to fix the problem. He listened carefully to my story, checked out and confirmed the facts I gave him, and Bingo!

All that was needed was to order an address change (presumably designed for house moves) to the address that had Full Fibre available, with Full Fibre to be supplied to the 'new' property. The fact that the two addresses refer to the same property is apparantly irrelevant.

Such a shame that this took many weeks to resolve!