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Message 1 of 23

How can I get someone to fix openreach records?

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My flat is probably the most unlucky in the neighbourhood, everyone around me has got the full fibre to the premises option (900-1000mbit) but not my flat!

I suspect it might be an error with openreach when they registered the changes, because if I check the house that my flat is part of, it shows as FTTP available, but not the individual flat.

I have contacted BT 150 twice trying to ask to somehow order a re-check of this situation but I am ending up with a sales person who eventually tells me it is not available and talk to openreach directly.

Openreach I can't contact, I have not found a way to do so.

I called Zen (my old provider) to ask if they can provide this themselves and they suggested I ask BT for the fix.

 

What can I possibly do, how can I reach someone who knows how to fix this?

I feel like I can't get through to someone who has some sort of guidance.

here are the two results, one for the house/building itself and one for my flat

house-fibre.png

 

flat-no-fibre.png

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Message 2 of 23

Re: How can I get someone to fix openreach records?

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@tledakis 

Are you an existing BT broadband customer at your current address?

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Message 3 of 23

Re: How can I get someone to fix openreach records?

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Hi Keith, yeah I am
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Message 4 of 23

Re: How can I get someone to fix openreach records?

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Call the FTTP helpdesk on 0800 587 4787. They should be able to place the order for you.

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Message 5 of 23

Re: How can I get someone to fix openreach records?

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@Keith_Beddoe  thanks, is there a way to call this number and not end up in the regular "150" options loop? I get the same options as if I called 150

 

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Message 6 of 23

Re: How can I get someone to fix openreach records?

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Other people have said to keep trying the number until you get them.

It looks like you are on 80Mbs FTTC, so I would have thought that was more than adequate unless you have a very large household.

 

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Message 7 of 23

Re: How can I get someone to fix openreach records?

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every time I call the number I get the same options as if I called 150:

welcome to bt
if you're calling about your home phone or broadband press 1
for tv and sports press 2

and so on

If I press 1 I get to the regular options, for bills 1, for technical faults 2, upgrades 3, leaving 4, etc.

 

I have tried technical faults -> ended up in sales department -> we can offer you 70mbit + EE unlimted data sim which I didn't ask for

I have tried upgrading my line option -> sales again telling me they can't order openreach to fix it, and I should call openreach myself.

 

P.S. I have tried calling the FTTP hotline number from a different phone, only to ask me for which number I am calling for. If I provide the number of my BT connection, I get back to the loop above. If I don't provide a number, it hangs up after 1 minute.

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Message 8 of 23

Re: How can I get someone to fix openreach records?

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I’m not sure without getting your address as showing WBC FTTP available , you will be able to order FTTP service, and that requires OR to agree and show that FTTP is available to your individual address , depending on the exact circumstances, your flat may have been deliberately excluded if there are obvious issues with providing FTTP , such as third party permissions , wayleaves etc, from the building owner/freeholder , is yours a single flat , or are there other flats , if more than your flat , can the others order FTTP ?
There was / is a form on the OR website , along the lines of my neighbour can get FTTP , why can’t I , that gets OR to check if the address was incorrectly excluded, but that is Openreach directly.

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Message 9 of 23

Re: How can I get someone to fix openreach records?

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@iniltous thanks, the question is how can I get someone to actually tell me what is the problem, and if there is an engineer visit to let me know what it is I am happy to pay for that. Currently I have no way to actually get in touch with someone to book this.

I am pulling my hair as to why there is no way to contact someone that might have a shred of information.

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Message 10 of 23

Re: How can I get someone to fix openreach records?

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