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Aspiring Contributor
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Message 1 of 20

Still unable to order broadband. Phone line active.

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Hi, hoping someone can help me out. My phone line has now been active for almost 2 weeks but I am still unable to order fibre. The family who lived in this house before me had fibre and all my neighbors do. DSL checker says fibre orders are temporarily unavailable due to engineering works.

Screenshot_20190812-174240.png

 

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Expert
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Message 2 of 20

Re: Still unable to order broadband. Phone line active.

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This is a BT Community and this seems to be a bit more of an Openreach problem.

You could try tweeting them for an update: https://twitter.com/OpenreachHelp

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Expert
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Message 3 of 20

Re: Still unable to order broadband. Phone line active.

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Exchange & cabinet would be helpful to some

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Aspiring Contributor
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Message 4 of 20

Re: Still unable to order broadband. Phone line active.

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Phone number check says exchange Ardglass but no cabinet number

Address checker says cabinet 12

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Distinguished Sage
Distinguished Sage
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Message 5 of 20

Re: Still unable to order broadband. Phone line active.

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If the results for your BT Retail phone number do not show a cabinet, then you must be on an EO (Exchange Only) line and you should be able to order standard ADSL broadband, provided you are not too far from the exchange.

Does the availability checker show that standard broadband is available?

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Aspiring Contributor
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Message 6 of 20

Re: Still unable to order broadband. Phone line active.

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When I go to order broadband I can pick from fibre options as they are available for my address. However, near the end of the process I'm suddenly told that actually, my selected package is not available and my estimated speed will be 1-3Mbps

We made 100% sure we could get fibre here before we bought the house. The previous owner had fibre as do all my neighbours.

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Distinguished Sage
Distinguished Sage
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Message 7 of 20

Re: Still unable to order broadband. Phone line active.

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Please can you display the full results from the broadband availability checker, but edit out your phone number before you post the results?

How long ago was your BT Retail phone line activated, as it can take a few days before the Openreach database is updated?

Its also possible that the fibre cabinet is full, and there is no spare capacity.

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Aspiring Contributor
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Message 8 of 20

Re: Still unable to order broadband. Phone line active.

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Phone number checker: 

BT phone check.JPG

 

And then the results with address checker:

BT address check.JPG

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Aspiring Contributor
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Message 9 of 20

Re: Still unable to order broadband. Phone line active.

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Phone line has been active since August 1st.

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Distinguished Sage
Distinguished Sage
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Message 10 of 20

Re: Still unable to order broadband. Phone line active.

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It looks like there is only ADSL available at your address as you appear to be on an EO connection.

I cannot see how the last owner could have received FTTC.

Possibly there is a mixture of connections on the local DP, and you have been allocated an EO pair, possible because that is the only spare pair available.

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