Silver address installation failed

[Hypertux]

Hi I was wondering if anyone could help me.

I am moving into a flat that used to be an upstairs of a coffee shop. This coffee shop had an address of "1-2 X Street" Now this coffee shop has closed and the upstairs turned into flats the new shop downstairs has address still of "1-2 X Street" but the flats have been split.

"Flat 1, 1 X Street" "Flat 4, 2 X Street" etc.

The issue is the coffee shop could get full fibre. The shops either side can. But the flats can't even get a phone line. Openreach say it's a silver address and I need to contact ISP. 

I called BT and orders a broadband only service, appointment for 7th February, this i was told would then jolt the system into allowing me to order fibre. Yesterday BT Planning called me to confirm the address. Today the appointment has failed and has cancelled.

I really don't know what to do for now. It should be available,  my friend has autism and relies on stable broadband.

[iniltous]

Why do you think it should be available ?, if ( for arguments sake ) the shop is served from underground, so a cable from outside enters the ground floor shop , the ‘rooms’ above the shop don’t necessarily have any access to service,  because access would be needed to the shop and access may not be given  …in those circumstances the rooms above the shop are not serviceable .

If the shop were served overhead , as an example from a pole at the rear , the size of the network provided was matched initially to the number of addresses registered, so if for argument sake the pole served 7  registered addresses , an 8 port CBT would be provided, with 7 ‘connections’ , if someone then creates more addresses after the network was constructed ( by converting rooms above shops into flats ) then the network will not have enough capacity to cater for those newly created addresses , so the order can be cancelled due to no capacity.

Are these flats ‘proper’ dwellings, so liable for their own council tax , have their own utilities ( not shared electricity, gas , water etc ) , do they have their own ‘front door’ and are they registered correctly with the Post Office /Royal Mail as dwellings and appear on the RM website ? 

Assuming your address isn’t some ‘dodgy’ refurbishment by a landlord that hasn’t registered these addresses correctly and is basically renting rooms ,   Even if they have a door with a flat number on it , what does the Openreach survey show for your address use this checker  ( this has to be an exact match to the Royal Mail entry ) 

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

Post the survey notes for your individual flat , assuming it’s there and matches the Royal Mail website exactly, it should look like this 

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG Feed with no anticipated issues.

Flats are notoriously bad at being matched , your example shows the issue , Flat1 is No1 X Street , yet Flat 4 is No2 X Street , what about flats 2 and 3 ( assuming there are flats 3 and 4 )  are they No.1 or No.2 X Street , and if the shop which the flats were once a part of , is No1-2 X Street , why are the flats not following the same address format , 1-2 X Street …it’s no wonder orders get thrown out when there is no consistency with the way the addresses are presented .

[Hypertux]

Yes so its all registered with own letterbox. But don't match openreach so the wholesale checker fails.

Flat 2/3 is Number 18

Flat 1/4 is Number 20.

Shop is 18-20

When I contacted openreach they found the UPRN and told me the ISP had to order a broadband only service so that the system could update for me to then check for fibre.

[iniltous]

You haven’t posted the survey returns, if you can’t because your address doesn’t show up ( and exactly as the RM entry ) for as long as that is the case you won’t get an order to progress ….

[Hypertux]

Sorry here it is.

Royal mail has been contacted they said it was requested by the council to split the addresses. Council said owner requested so neither will fix.

BT Sales knew all of this and went ahead so an engineer could come out and solve it.

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[iniltous]

BT and Openreach are not one and the same thing , BT or any other provider can raise orders with Openreach , Openreach fulfills the order if its ‘correct’ , if there is an error , OR can cancel the order , that seems to be the case here .
If your address brings nothing up apart from the error message, then until the RM are told by the local authority what the registered address is , and that needs the developer to deal with the local authority regarding council tax etc , that error message will almost certainly veto any orders made, basically OR don’t recognise the address and are not going to commit and be liable for compensation etc if the address doesn’t appear correctly, even if an ISP has raised an order for it .

TBH , as you have already contacted OR , what they have told you doesn’t seem correct , if service is available, so no problems with the feed into the shop below being the only feed and the network has capacity, so Openreach could provide service ( BT are not responsible for this ) then why didn’t they make the necessary changes to the database to remove that error message, as Openreach are not customer facing , how have you contacted them ?

[Hypertux]

Hi

I contacted them using this form 

https://www.openreach.com/forms/fibre-broadband-availability---customer-form

They then replied with the information as above. 

[iniltous]

That is the appropriate method to contact OR when the query is ‘ FTTP is available to neighbours but not me’ , it’s the advice to get an ISP to order service to correct records that are not BT responsibility that seems wrong ,  …as stated , the OR address to match the RM address exactly, and that can be solved by BT ,  it’s seems wrong for the OR planner to  say raise an order , but that’s no good if subsequently OR systems cancel the order automatically because the address doesn’t exist in OR records or can’t match the address to network…however if the problem is that the RM have not disseminated the address information to users like OR , then until they do , you are stuck.

[Hypertux]

I'm not sure where to go from here if I'm honest.

I need to have Internet. I hope someone from BT sees this and offers a solution

[iniltous]

As I said initially, you may not even have access to OR services, if the developer made no provision when creating these flats , and the only existing Openreach feed goes to the shop , then your flat and the other flats can’t be served anyway , not without a survey and potentially extra costs you would have to pay