How can I get someone to fix openreach records?

[naylor2006]

I feel your pain....I was in a situation where Openreach Fibre Checker showed I could get FTTP but the BT Wholesale availability checker said I could not.

I could order from Vodafone, Sky etc FTTP but not from BT because of the records. This was an issue for my entire postcode, we could all order from anyone apart from BT Wholesale affiliated BT Retail and EE. 

Man it was so painful as I wanted to go with BT due to their pricing, I even had BT FTTP leaflets through the door only to try to order and be told I cant its only ADSL where you are. In the end it took nearly 4 months since OR complete the Fibre Network and then Wholesales records updated, then I could order.

But....during that time, trying to get understand why the records werent updated when surely it was a simple click of a mouse, clearly the infra was there as I could order from anyone else, everytime I contacted Openreach as per that form above they said its available, the ISP needs to solve this one. The ISP (BT) had no real pathways to get through to someone somewhere who could explain what was going on...meanwhile folks around me were happily signing up to Sky and so on. I waited it out but I really your pain, the system wouldnt let me order it even thought I could literally see the fibre out my window and I could order from other ISP's.

In your case as it is just one flat indeed it might be worth checking here:

Fibre Checker (openreach.com)

If it is available there then its just a records thing probably with BT Wholesale but indeed that form shared in the link above my post will be a good way to enquire, Openreach did actually get back to me with information but they were just unable to do anything.

[tledakis]

Thanks @naylor2006 , I have tried that tool as well the last 2 days. It shows the same thing as the bt wholesale tool.

The house/building (that has only 2 flats) can get ONT and FTTP, and the two flats can't.

Even though the building itself is not a single home but rather two separate flats, I don't know how they assigned to it a line that could be FTTP. Boggles my mind.

[naylor2006]

In which case:

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

Fill this out, I did a few times, a human from an onshore team will get back to you and maybe shed some light.

Probably down to port allocation and a mistake. For example in my street it is telegraph poles and each telegraph pole has a fibre CBT on it with 8 ports which will be allocated to each address, if there was suddenly a 9th property there wouldnt be a port for it, I think for fibre everyone has their own individual fibre all the way back to the exchange. Maybe with copper based products its a bit easier to add in another line as they can do something at the cab closer to your property.

Either way surely someone dropped the ball when allocating out the fibre I guess. The ONT is the little fibre modem that sits in your home and connects to the backend fibre network, your router then connects to the ONT.

There's no real creative way around it I dont think, maybe order it for the property and have OR install the ONT into your flat but then billing etc will be all screwed up.

See what they say on that form.

[rbz5416]

Have a read of this thread that appeared to be resolved promptly by Openreach.

If @tsharn picks up this tag maybe they can update.

[tledakis]

thanks @rbz5416 , I also messaged on that thread and hope I will get some info.

I have submitted the form https://www.openreach.com/broadband-network/fibre-availability and I will wait for some contact from Openreach hopefully with good news.

[imjolly]

@tledakis 

is your address totally correct on the royal mail database?  if so does this agree exactly with your BT account address

[tledakis]

hi @imjolly yeah the address on https://www.royalmail.com/find-a-postcode is the same as the one on btwholesale checker tool and also on my BT account/bill

[imjolly]

if your address is exactly the same on royal mail database as your BT account then maybe the forum mods can raise and ORDI with openreach to correct their database  I have asked mods to see if they can help and they will post here

[tledakis]

thanks @imjolly !!

[PaddyB]

Hi @tledakis,

Thank you for posting. If you send me your details, I can raise an ORDI request with Openreach for them to check their records. 

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy