Full Fibre available in my pub downstairs, but not available in my flat upstairs!!!

[DCFC+Nick]

I've tried calling several times, and I just get the generic, "it's not available yet, soon" response.

Basically I own a pub, and I live above the pub. I have done things by the book, and I have 2 seperate connections. Business broadband downstairs, and sky personal broadband upstairs. 

A few weeks ago, Full fibre was activated on our pole, the same pole supplies upstairs and downstairs. I have been able to order full fibre (900mbps) for downstairs, with BT, no problem. I have also checked all of my neighbours addresses, and it's available to everyone. Except for the flat upstairs. Despite it being the same buidling, and same pole, the upstairs is not showing full fibre available. Not in my sky account as an upgrade, nor on Open Reach's fibre checker. 

How can this be? Same building, same pole, upstairs can get fibre, downstairs cannot. Surely there's been a simple error when updating the Open Reach address database with avilability, but how can this be fixed, and who can I contact?

[DCFC+Nick]

ection to that last sentence, "Downstairs can get full fibre upstairs cannot"

[jamesn123]

@DCFC+Nick 

What service do you have currently for the personal line? ADSL, FTTC or G.Fast?

Can you please post the results of the Fibre checker here using the address checker.

[DCFC+Nick]

We're fairly rural, we are sold fibre (FTTC,) however, we only achieve a minimum guarentee of 12mbps, due to the distance to the fibre enabled cabinet. 

Openreach finished the full fibre (up to 1800mbps) install in our village a few weeks ago. This week I have been able order BT's full fibre (900mb) package for downstairs, with a minimum guarentee of 800mbps. 

However I cannot upgrade our sky upstairs. Whenever I call, I'm told a generic "Openreach are rolling out full fibre, I'm sure it will be with you soon." But the problem is, my area is complete, our pole is finished, my buiding can get full fibre, however only downstairs. 

I think the reason for this is because Sky basically 'invented' a seperate address, for the flat upstairs, when we moved in. It's down as "Flat Above xxx, xxx street" if that makes sense? When they did this, they have not logged it with Open Reach and their database correctly. So whilst I can find the 'Flat Above' address on Open Reach's fibre checker, it has not been included as a supplied address in the fibre build. Despite being on the same pole as the downstairs address, which is included. 

It's all very complicated. 

Problem is that sky, when contacted, will just keep saying "it's coming soon." But since Open Reach have finished the build, they have no reason to revisit it, and make corrections to the database, without being prompted, so it will never come. And I cannot find a direct contact for openreach. 

[DCFC+Nick]

Here are those results you asked for...

Downstairs, where you'll see full fibre available

And then upstairs, or "Flat Above" where it's not available.

You'll notice same cabinet and exchange, same pole, same building, other than one is upstairs.

[DCFC+Nick]

Just a quick update on this:

I reached out to Openreach on Twitter / X, and recieved a very prompt reply from "Andrew" who confirmed that he'd had a quick look at the two addresses and that there did appear to be an error or "records issue." He directed me to an online form, to fill out, in the event of such errors. Where I had to select something along the lines of "My neighbours can all get fibre, but I can't."

I filled out that form, and got an immediate email akcnowledgement from "Infrastructure solutions customer service" which said I should expect a response within 5 working days. 

This automatic email stated the following:

Thanks for getting in touch with us about fibre broadband availability in your area. 

Your case number is REDACTED.

So we can answer your questions we need to thoroughly check our network and any future plans we have for your area, we'll aim to respond to you in 5 working days.

In the meantime, you can check the latest status for your address here REDACTED

If your enquiry is about a new build home, there is information about where to get help here REDACTED

Please note: This enquiry point is for queries about fibre broadband availability.

If your enquiry is about any of the following you'll find what you need here: REDACTED

• Faults or orders on your line - You need to talk to your communications provider first – that's the company who sends you a bill. We're sorry, but we can't talk to you directly about it.
• Raising a complaint– use the information on the site above.
• Reporting damage/health & safety – use the link on the site above for rapid resolution

Kind regards

Fibre enquiries
Infrastructure solutions customer service
Openreach

---

So it's looking hopeful. Andrew also said that if I do not get a result from them, to contact him again and he could chase it up.

All in all, surprisingly fantastic, and speedy, customer service from Openreach via Twitter / X so far. 

I'll keep this thread updated. 

[DCFC+Nick]

I've just had a call from Openreach, who have confirmed, again, that it looks like a simple records issue. 

He said he will get the records updated, and be back in touch, and that it should take less than a week. 

If this proves successfull, as it looks like it will, should I post the link to the form I used here? As it may prove useful for anybody else who's wondering why they're surroundewd by properties that are FTTP enabled, but they can't order. I've seen lots of other people, with similar issues, looking for help on varying platforms, and not once have I seen this form suggested. 

Or is there a rule against sharing links etc? 

[jamesn123]

@DCFC+Nick 

If its an offical Openreach link then by all means post it for other users who may need it! Thanks