Full fibre confusion - houses on same telegraph pole with different availability

[cymru123]

---

@jamesn123 wrote:

---

@PaulfromBrum wrote:

Also confusing is that the checker says that I can get a maximum of 67Mbps connection, which doesn't explain why I'm getting double that.

---

Double? What package are you on? The max achievable on FTTC is 80mbps unless you are on G.Fast?

---

@jamesn123 yes it looks like @PaulfromBrum is on G.Fast at present as that's available to their street

[PaulfromBrum]

I think I am on GFast, yes. Although the BT database entry thing doesn't seem to think that I do.

[PaulfromBrum]

It's not a flat, no.

I've filled in that form and had a "Computer says no" response that looks like they haven't actually read what I sent them.

[jamesn123]

@PaulfromBrum 

Yea if your on G.Fast then there is something wrong with the database because that says it isnt available to you. Use this form https://www.openreach.com/forms/fibre-broadband-availability---customer-form

Let them know your address entry is incorrect because you are currently on G.Fast and it shows as no G.Fast available to you. Additionally your neighbour can get fibre and you cant 

[PaulfromBrum]

 

The plot thickens... There are no flats at this address.  There's just one line that was installed when I moved in nine years ago.

[Chrisee]

@PaulfromBrum remove the reference to  the address from that screen shot please.. 

There does apoear to be confusion assuming you are searching the correct address . However even if you sort the database Sky are unlikely to offer you a full fibre service until you are out of the minimum contract for your G.Fast service. This has come up a number of times and Sky have confirmed it is policy. You could order from another isp but you would be charged cancellation charges by Sky.

[PaulfromBrum]

I've been doing a bit more research about the availability in the road, and have found that all the buildings which are single residences are able to get FTTP (except mine) and all the blocks of flats are stuck with what they currently have.

So it seems to me that on installing the infrastructure, Openreach decided that we were a block of flats and so left us off the list. So we are left out because of their categorisation error.

I hope that therefore we'd be able to convince them to change their mind, as it's not fair to withhold service because of their clerical error... what do you guys think?

[SNJ15]

Did you ever resolve this @PaulfromBrum? 

[PaulfromBrum]

Well, yes, eventually. 

So it turns out that the entire street has the ability to order full fibre, except the buildings that have flats, and ours (which somehow has flats listed despite being one house). 

I managed to get through to the right oriole at open reach and they realised that there's not enough capacity for all the residences that have the  ability to order, and so they agreed to upgrade the equipment, and change it so that I could also order. 

BUT... because I have G.FAST with sky, despite being well out of my initial contract and on my third or fourth now, I can't upgrade to fttp, as they won't allow it. I don't know whether this will be possible when out of my current contract, but I may have to leave sky to make it possible. 

Shortsighted, if you ask me, but someone has made that decision somewhere and now computer says no, and customers are the last thing to be considered by sky. Again. 

[mae-3]

@PaulfromBrum 

It is a common problem that G.fast customers on Sky cannot upgrade to FTTP but at least you have a pretty fast system that works well currently like offering the max for the G.fast service Sky offers, eg: 160/30Mbps which is amply for a flat. G.fast is much more reliable than VDSL2 and faster contrary to popular belief.

[PaulfromBrum]

As I said, not a flat - we are a seven bed house with four or five people living and working here, streaming, video conferencing, gaming, and lots of connected devices, which is why I'm trying to upgrade. Especially important as there is some limited capacity around here and I want to make sure we are future-proof. 

And when my contract ends, I'll just find another provider - Sky yet again showing the loyalty counts for nothing, so they'll get the same returned. 

[mae-3]

@PaulfromBrum 

Yep, that option should be available to houses as large as yours to upgrade to full-fibre, it is a missed opportunity for the Sky business and BT Openreach.

[mae-3]

@PaulfromBrum 

If FTTP doesn't become available for some time it may be worth exploring a provider that offers the higher tier connection for G.fast, for a list of G.fast providers see https://www.openreach.com/fibre-broadband/gfast-providers#accordion-b961b3924b-item-04b6033b1f 

[PaulfromBrum]

Fttp is already available to my property, by other providers and sky. But for reasons known only to themselves, they won't allow anyone to upgrade from g.fast to fttp whether in contract or not. 

In order to get it, I have to cancel and start again. May well do that, but elsewhere. 

[mae-3]

@PaulfromBrum 

Well, I agree even I would look elsewhere for a FTTP connection alternative provider and its Sky's loss.

I remember the same happened to myself when G.fast became available Sky were dragging their feet in offering that service, and I switched internet provider...