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Turch
Contributor
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Message 11 of 39

Re: Silver address

20191201_130010.jpg

@Keith_Beddoe  I have cropped out the phone number but this is what I get form the dslchecker. 

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DavidM
Moderator
Moderator
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Message 12 of 39

Re: Silver address

Hi @Turch and thanks for posting.

I'm sure we can help you with this. I've sent you a Private message explaining how you can contact the forum moderation team. Check here: https://community.bt.com/t5/notes/privatenotespage. Just drop me over a reply with the details and we’ll check it out.

Cheers

David

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 13 of 39

Re: Silver address

Then it says that FTTP is available.

Try calling the FTTP team on 0800 587 4787.

These orders are not dealt with by the normal BT sales team, and that is what is causing the problem, as its your existing copper route records and billing which are incorrect, which CAN be sorted here.

The moderators cannot help with the ordering issue, but the FTTP team will be able to help.

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Turch
Contributor
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Message 14 of 39

Re: Silver address

@Keith_Beddoe Thanks for the advice Keith. I have spent about 2 hours on the phone to them between today and yesterday a d actually spoke to the fibre team but on getting the same result in regards to the address issue and order.

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Turch
Contributor
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Message 15 of 39

Re: Silver address

Thanks David. Replied now.

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Keith_Beddoe
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Message 16 of 39

Re: Silver address


@Turch wrote:

@Keith_Beddoe Thanks for the advice Keith. I have spent about 2 hours on the phone to them between today and yesterday a d actually spoke to the fibre team but on getting the same result in regards to the address issue and order.


I am sure one of the moderators will be able to help. Once the copper routing info is corrected, it should resolve the order issue.

The only problem that may occur, is that when it is updated, the checker may no longer show any FTTP availability at your correct address, it depends on how far the addresses are apart.

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Turch
Contributor
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Message 17 of 39

Re: Silver address

@Keith_Beddoe  I hope so Keith, Thanks. Obviously on the dslchecker it appears as though we can finally get fibre if its reliable using the phone number alone. When you have been on 1mb for 8 years you will take any glimmer of hope you can🤣

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Turch
Contributor
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Message 18 of 39

Re: Silver address

@Keith_Beddoe @DavidM  Just a quick update. Having gone the dsl checker today it appears that the FTTP option has now gone. I spoke to a guy at BT yesterday and he said he tested the line and he said that we could get it. Bit confusing but there you go.

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Turch
Contributor
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Message 19 of 39

Gold address

Good afternoon. 

About a month ago BT said they were getting my address updated so we can order Fibre broadband. In between this time we have had back and forth conversations basically saying that it is available at my property and it isnt available (different advisors- One said he has done a line test and can see that it is available). Nobody on the phone seems to be able to help. BT DSL checker is saying I can get it.

Openreach were in the process of doing the address update/confirmation a month ago which I had to get help on here to get done. I'm pretty stuck right now as to who to get help from.

Can anybody offer any advice?

Customer with BT for 10 years phone and broadband.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 20 of 39

Re: Gold address

Does it now show on the DSL checker against your BT phone number?

As this is a continuation of your existing thread, I have merged the two together for continuity.

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