Suddenly address can't get broadband!!!!

[NEEDHELP2024]

I am in need of some help please as I feel I have exhausted all other options and I feel no one is helping me. 

I purchased my house as a new build in November 2019, I was able to bet broadband then and was with BT and then moved to Sky until 2024. I then decided to rent my house out so i cancelled the broadband so my tenant could chose who they wanted to go with. My tenant moved in to  house in April 2024 and has never been able to get broadband and we have been pushed from pillar to post with different reasons why. Everyone else on my street can get broadband no issues at all so I cant understand why suddenly its just my address. 

Also worth mentioning i don't want fibre, just a standard broadband but when i go on the providers to order it my address doesn't come up or if it does then they say i cant get broadband to that address?? I have researched so much and it has confused me more. 

I have used the broadband checker (https://www.broadbandchecker.btwholesale.com/) on my address and it came up with : We cannot determine broadband availability at this location. This may be a new address to which connectivity is not yet complete.

I then found my UPRN and this is what it has come back with : 

Exchange Product Restrictions          status

FTTP Priority Exchange                            N

WLR Withdrawal                                         Y

SOADSL Restriction                                   N

FTTP is not available.

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

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

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.

PLEASE can someone help me to explain what this means and see if I can get broadband or not? I am at such a loss and just need some help urgently - thanks

[jac_95]

@NEEDHELP2024 

Please can you post the full table and results but exclude your address

I'm assuming the cabinet is full but we can see once all results are posted

[NEEDHELP2024]

@jac_95 Thank you for your response!! 

That is the full table, that is everything on the page. 

From seeing other people post stuff like this i recognised that theirs had a lot more information than mine does and I don't know why that is 

[jac_95]

@NEEDHELP2024 

Sorry misread and missed the address error.

Is there a similar address in the drop down?

Might need a ORDI request 

[NEEDHELP2024]

@jac_95  so i have checked the same house as mine over the road and theirs shows as: 

[jac_95]

@NEEDHELP2024 did you have Openreach full fibre at the property?

If so you would of had a ONT (like image below). If the current tenants provide the provider with the serial number that should also help.

 

If it's BT they are wanting to go with then they need to get BT to do the Data integrity checks. If it's not BT they are wanting to go with then that provider should do the checks and requests

[iniltous]

Your problem isn’t really anything to do with BT , are BT who you intend to order with ? , if not you should really be using the resources of whoever it is you want to use …however a few points , 

if the house was new build in 2019 it’s almost certainly has FTTP , unless it was a single build on a vacant plot or built on a plot where a house previously existed, as you say an identical house opposite has FTTP it’s not likely that you have anything other than FTTP , you must know this if you had FTTP from BT  yourself and then Sky in the past before you rented the property out , there will be an ONT , ( a mains powered box that the router connects to  ) unfortunately some people disconnect and remove them if they leave or decide they will never use Openreach , a regular house will also have a CSP ( usually a grey external box ) on the house wall where the underground service appears at the house wall , if you have both or either you have FTTP , an ONT image is posted , search if you need a CSP image .

Use the postcode entry  , not the UPRN on the DSL checker .

If you are trying to order a non full fibre product, you won’t be able to with a FTTP property, if you just want service and FTTP is obviously available ( ONT and CSP exist ) it’s just the address ( unlike your  neighbours ) doesn’t show any availability, then an ORDI may help , but you need a provider to take your order , as it’s the ISP that raises the ORDI ( Openreach data integrity ) check , the more skilled ISP can raise orders against problematic addresses , others simply say ‘computer says No’ 

[NEEDHELP2024]

@jac_95  @iniltous 

Thank you both for your responses, already I am understanding and getting more help than any provider. 

It doesn't really matter what provider we go with, we just thought we would go to BT as they may be more knowledgeable on how to help. 

100%  i have an ONT like the picture @jac_95 provided and im pretty sure a grey external box on the property.  Does this mean i already have a fibre connection to the property? last time i spoke to BT they advised that because they are changing on the lines to fibre i wont be able to get it until thats been done and they dont know when that will be. 

@iniltous when i used the DSL checked on post code and picked my address it gave the response; We cannot determine broadband availability at this location. This may be a new address to which connectivity is not yet complete.     This is why I used the UPRN 

when we have tried to place an order, no one will take it 

any suggestions on what we can tell BT so we can sort the issue? 

again, thanks both for your comments

[iniltous]

As you suggest, something must have happened to your address record , otherwise you would never have had service from BT and then Sky ( although the initial fitting of the CSP and ONT was nothing to do with an ISP that’s an arrangement between the developer and Openreach  , before any orders have been placed ) but the fact you had service previously means it once was a valid address, so unless something really odd has taken place , like your tenant asked for the address to be removed because they were not ever going to use Openreach, or got the house ‘renamed’ via the appropriate authority, and that change has effectively deleted the original ‘address’ then it’s weird that the address apparently now has issues

…..there can be initial issues  when the very first occupant asks for service ( after taking possession from the builder ) because when OR fitted the ONT and CSP the building was known by the plot number , not a house/street number ..do you recall if there was anything out of the ordinary when the house was built around plot numbers not aligning with the proposed house number on the street ? .

If you can’t get any ISP to interact with OR to look at this , you could fill in this formwize, there is a section, my neighbours can get FTTP but I can’t , but it’s not normally used for new builds but retro fitted areas where you can have houses known by names rather than numbers ‘Rose Cottage’ that type of thing, but it’s worth trying 
https://www.openreach.com/forms/fibre-broadband-availability---customer-form

[NEEDHELP2024]

@iniltous 

yes I believe its something to do with the address, originally when I spoke to BT they said my address was a silver address? But i know I or my tenant haven't done anything to the address record.  

I don't recall any issues about plot number not aligning with the house number... the only thing i can think of was the water main had the wrong plot on it at first but surely that can't be related. 

Thank you, I have filled in the form which I think I might have tried already but I cant remember. 

Its just a strange problem that I am clueless to know how to fix