Trying to upgrade to full fibre 900 - 4 Failed orders later

[paulwallace]

Hi, 

Please can someone from BT look at my account and help me please. Full Fibre has just become available in my street and I have tried to place an order. When I have placed an order it just fails and no one from bt is trying to help me. They have even tried to move me to EE. I'm just had enough and would just like to upgrade my package. Please Help? 4 Orders later - I just need someone to out and tell me if this is possible. If it isn't then I will be forced to go elsewhere.

Look forward to hearing from you 

Many Thanks

[imjolly]

Enter your phone number or address and post results to see what is available and if one is FTTP

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

[paulwallace]

Thank you for coming back to me.

as requested 

SOLENT is served by Cabinet 3

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability DateHigh Low High Low      VDSL Range A (Clean)
VDSL Range B (Impacted)
G.fast Range A (Clean)
G.fast Range B (Impacted)

43.7	34.4	6.9	4.6	32	Unavailable	Available
42.5	30.5	6.7	4.1	25	Unavailable	Available
--	--	--	--	--	Unavailable	--
--	--	--	--	--	Unavailable	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP

Up to 1000

Up to 220

--

Available

1 Stage

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) Availability DateWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 13	--	7.5 to 17.5	Available
Up to 13	Up to 1	7.5 to 17.5	Available
Up to 7	--	6 to 8	Available
2	--	--	Available
2	--	--	Available

SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL Availability DateWBC SOADSL 2+SOADSL MaxSOADSL Fixed Rate

Up to 13.0	--	7.5 to 17.5	Available
Up to 7.0	--	6.0 to 8.0	Available
Up to 2	--	--	Available

Other Offerings Availability DateVDSL Multicast

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

Y

N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed alternate L2C solution required.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service 

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

[licquorice]

That indicates FTTP is available to you. I will flag your problem to the mods.

[imjolly]

@licquorice 

the problem appears to be the installation as although install from a pole it is showing L2C solution required so not straightforward

from another post where L2C solution required

"The fibre optic cable is coming in overhead, but the engineers cannot safely use the Tetra ladder system (where it's anchored into a wall to provide safety). Therefore another option needs to be devised."

[Keith_Beddoe]

And another https://community.bt.com/t5/BT-Fibre-broadband/FTTP-Installation/td-p/2308142/page/2

[iniltous]

The L2C note simply means Openreach will need to check what’s required to provide the service in advance of the actual contract date ( a two stage visit ) , it could be a relatively trivial issue that was observed at survey that meant that L2C was used , instead of ‘no anticipated issues ,  it could be as simple as the serving pole is at the rear and a tall fence/wall restricted the view of the rear of the property, so as a precaution L2C is selected as there could be access issues , better to be careful in these situations, there doesn’t seem to be any restriction on the OP getting FTTP from Openreach, it’s definitely available to order from OR.

It may be the attempt to change ISP and upgrade to FTTP simultaneously that is causing the issue , but you would hope that given there is this encouragement of BT customers to move to EE , the process would have been stress tested .

Perhaps the BT Mod may offer to look , but it may be that the OP is now effectively an EE customer.

[DavidM]

Hi @paulwallace and thanks for posting.

Sorry you're having problems ordering full fibre. I can check what's going on here. I'll need a few details so check your inbox for my message and drop me over the details.

Cheers

David

[paulwallace]

Hi,

Still waiting, no movement on the stuck order.

Please can I have an update on this because I’m now being asked to return equipment 🙁

Look forward to hearing from you soon.

If this can’t be done, then happy to switch to a new supplier.

many thanks