BT Broadband order keeps getting cancelled

[Dangs]

I Have been trying to order BT/EE broadband from July sales people tell me order has went through then within a day or two I get a text saying to call more information is needed to proceed when I call in I’m told that the order has been cancelled for some reason or other either the sales person has put the address in wrong, or the order was put through as a takeover when it is not, and last time was informed that my contact details were not forwarded to openreach, With the different cancellations and the re-orders to try and sort it I’m still without broadband and now my credit score has dropped by 100 points as there has been 3 hard search’s on my credit file in the past 3 months all from BT and still without a connection so looks like another hard search will be made to still try and get me a connection 

Can BT get my credit score Fixed or what is the procedure? 

[iniltous]

If your order isn’t a ‘takeover’ , exactly what is required ? , is this a brand new address and you are the first ever occupant ( so there can’t be an existing ‘line’  ) or you actually want a second line , so there is an existing line but you don’t want to take that over , you want to add a second line to the address .

Are you currently residing there ( presumably you are if you have been trying to order since July  ) so providing you are giving your provider the exact address ( matching the Royal Mail entry ) then why do you suspect the wrong address is being selected, is there anything out of the ordinary about the address , like is a flat in a converted house and has a ‘vague’ address , like ‘ top floor flat’ , ‘basement flat’ , ‘rear annex’ that type of thing ? .

I doubt anything can be done about searching your credit history , if that’s necessary each time your order is replaced, presumably that isn’t the reason why your orders are being cancelled .

[Dangs]

No it isn’t a takeover and not a new property, never had a fibre connection ton so should be a new installation also know sales have put the wrong address as when I have to phone in for more information some of the cancellations have been because they had wrong address on the order, also when ordering always explaining the situation about previous attempts, the last attempt to order I was told that the order with correct details had been accepted also with openreach then again 24hours later informed that order was cancelled due to the order being passed to openreach without my contact details, And that a new order needs to be placed! between EE and BT there has been at least 7 orders and id say 4 have been cancelled as wrong address 1 has been because order was placed incorrectly as a takeover 1 order has been for unknown reason and the most recent openreach not having contact details too many hours spent on the phone trying to get this sorted and being passed from connections team to sales and back and forth, same conversations had everytime and no farther forward, I have been an EE mobile customer for years hence why trying to persevere with BT/EE but it is beyond a joke at this stage 

[iniltous]

If an address has ever been served in the past , then although it may require everything to be renewed it’s not really a new provide , it doesn’t really matter anyway , there is no difference in price from the consumers point of  view .

You haven’t cleared up if you address is unusual in anyway , the problem with the wrong address being selected is usually because of some non standard way the address is presented, if it’s ’normal’ , so it’s a house number , street name , postal town , postcode , there isn’t really anyway the wrong address can be selected.

You say the address has never had a ‘fibre connection’ does this mean you are ordering a FTTP ( full fibre ) product, in which case any  existing copper pair service is irrelevant, if an Openreach  ONT doesn’t already exist then it’s a new provide anyway , if the address has an ONT , then it’s ( usually ) a takeover that’s required, unless specifically asking for a second FTTP service, in which case if no capacity for two FTTP services then a cancellation will be made .

Enter your address here , 

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

post the survey return , it looks like this , although your may differ as the one shown is a new ducted property ( new build , FTTP from the outset ) 

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

[Dangs]

N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential Northern Ireland only turnkey civils install.

ONT exists with active service. A spare port may be available or a single port ONT may be swappable to a multiport ONT. A new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

i can confirm though that the address hasn’t got and never has had an ONT or fibre cable installed! 

Can also confirm the property is a single dwelling semi-detached the only unusual thing if you would even call it unusual is that the address is 14A

previously my address and next door had both been 14 the property’s have always been separate property’s from they were built the property isn’t a converted property or annex or anything liked 

the local council had changed my address to 14A and have registered it with both openreach and Royal Mail 

[iniltous]

As is often the case , some pretty pertinent details come to light after asking for a fuller explanation , no criticism intended but with issues like this it’s definitely not the case that less is more .

I’m not familiar with NI , but presumably there are enough similarities to everywhere else to have an educated guess at what  the problem may be ..

If the address you have posted the survey returns for is your address ( 14a ) then irrespective of you stating no ONT exists and no FTTP has never been provided, the fact is the OR/ BTw records system says it does ( and that’s the reason for the issue )
Your statement that both your address and the attached ( semi detached ) property were both known as No.14 , yet always separate,  is odd , that may be the issue , if at time of network survey it was believed to be a single address ( No.14 and No.14a added into Royal Mail and OR records after the network was designed ) it’s not unusual for a single address ( say No.14 ) to be split , and to be known as No.14 and No.14a going forward , is the rest of the street in this format , No.1 and No.1A etc or just your property No.14 has two entries, one with the prefix ‘A’ ?

If your address and No.14 both have separate survey entries and both show on the checker URL posted , then both properties as far as Openreach are concerned exist , but if both have the same ( unusual it has to be said ) ‘turnkey civils install ‘ entry , that may complicate things , or if one says FTTP available ( or existing ) and the other doesn’t mention WBC FTTP at all , that also will cause issues , check what No.14 shows and post those results.

I suspect that either , No.14 ordered service, and either the occupant or the ISP ( they may not use BT ) selected your address ( 14a ) in error ,  and the installation was made at No.14  anyway , the address discrepancy ignored at the time by the occupant and the installer, and is only causing an issue now , or the ‘ turnkey civils install’ is the root of the issue , or when surveyed, it was believed that No.14 was a single address and although 14a added to Royal Mail etc , at the time of survey it apparently didn’t exist,  so no FTTP provision was ever made for two ‘No14’s ‘ only one provision made for the two separate addresses.

I’m not familiar with what your usual survey note  involves , but the term ‘turnkey’ generally is , OR pays a contractor for an ‘end to end’ job , they basically leave everything to the contractor who ‘book off’ the job when completed , so OR have no reason to be involved in any way and assume the contract was fulfilled as per the specifications , if the contractor has ( for arguments sake ) booked off your address as complete, but never actually provided the ONT and the associated cabling , that will ( obviously ) cause issues , as, again , the OR system will ‘force’ a takeover type order , on the incorrect assumption that the ONT was fitted and ‘lit up’ ready for service by the contractor.

There was a pretty similar post some time ago , ( a house split , No**, and No.**A ) where the occupant had the the same issue as you with the address , the solution ( as I recall ) in the short term was to deliberately order against the wrong address ( as the neighbour had done ) to get the service in ( intercepting the installer and pointing out the  address where service was needed ) but in that case one address had ‘ONT exists’  , and one had ‘ a new ONT can be ordered ‘ , if both No.14 and No.14a show ONT exists, then that wouldn’t work .

You may say …..’ none  of that is my problem and the ISP should do whatever is necessary’ and you would be correct, but hopefully you can appreciate it may not be as simple as you imagine.

[Dangs]

Number 14

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential Northern Ireland only turnkey civils install.

ONT exists with active service. A spare port may be available or a single port ONT may be swappable to a multiport ONT. A new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

I Have also checked for number 15 which is next property and it doesn’t show on the list at all! which is strange! 

[iniltous]

OK , obviously this is nothing more than speculation on my part , but if a casual observer could mistake your address 14A as No.15 , ( you didn’t say if you are the only property with a suffix A ,  I incorrectly said prefix earlier , but if you are the only house with A in the address then mistaking 14A for 15 seems understandable , then , especially if this is a relatively new development, it suggests the developer took the opportunity to squeeze in an extra unit , but did so after the documentation without 14A was submitted to OR ( and then OR’s contractor ) so the addressing info is now corrupted.

If this isn’t a new development and had copper pair service before FTTP was provided, then I suspect the turnkey contractor had no access to 14A ( your address ) but incorrectly entered No15 as ‘no ONT  fitted ‘ and 15 was removed from the scheme entirely instead of 14A , if this error wasn’t made , it would actually make your position worse as you would simply be told , no FTTP available at 14A because the ONT was never pre fitted , but this is only speculation on my part , I could be completely wrong  as the ‘ turnkey civils install ‘ survey note may be a NI only thing .

[Dangs]

The development would be 20 years old if not more, around there development there is one or two other property’s with the prefix A there is also another couple of property’s with same property number ie two number 23’s and two number 33’s how I do not know! the property has a copper phone line though not active! 

how is it that a BT/Openreach engineer cannot visit to see that there is no ONT or connection to the property and if there records are incorrect that isn’t a fault of mine but theirs also as a result of this I am now at a financial loss due to lower credit score also hours of phone calls to connections teams and sales teams 

[iniltous]

There is no such organisation as BT Openreach , and BT have no more involvement with the external network than ( for example ) Sky or Talk Talk or anyone else ……as far as why doesn’t Openreach visit , ‘see’ that no ONT exists and do something about it , unfortunately that is a somewhat ‘old fashioned’ way to regard these things , in a nutshell it doesn’t work that way ,

At Ofcoms instigating, you speak to an ISP , they speak to Openreach , if the ISP ( as in your case ) submits an order for an address ( 14A ) that shows a ONT exists, even if that is wrong there is no real way the ISP can say , can you just go and visit and fit one , things just don’t operate like that anymore, you can’t speak directly to OR , your ISP assumes the information provided is accurate.

The only thing I can suggest is you  complete this formwize,

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

Basically saying that your neighbours can get FTTP but you can’t ( it does state after trying and failing with an ISP to get service ) , that may get OR to examine the address records and amend any data errors , but any street that has multiple instances of the same address , will obviously be problematic and begs the question how was that ever allowed to happen  , there must be problems with all other utilities as well as the more mundane parcel and letter delivery’s etc .

As far as your credit rating , I dare say any ISP don’t do hard searches and even if they do , it’s the CRA that decides what ‘score’ to give you , if you are not happy with the  rating they have given you , I suspect you need to take it up with them