Openreach says FTTP now available, but can’t order

[Sedona]

We got an email from openreach saying FTTP is now available to order

Even checking in openreaches website it shows now Asa available for my postcode

But when trying to order through Sky's website ( or any other ISP's website for that matter) it's not showing as available

[GD1]

@Sedona   Can you try this link https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome  by adding your postcode and house number it will show what is available.

Pleas post an image of the results, removing any address data.

[Sedona]

Wholesale website shows this

 Openreach shows this

 

[TimmyBGood]

@Sedona 

So there's a data mismatch somewhere, because BT Wholesale doesn't think there's FTTP infrastructure in the area 

While that listing shows 'FTTP is not available', ISPs cannot order a service.

[Sedona]

Thanks

Do you think there is anything I can do, except just wait?  As you can see our VDSL speeds are abysmal 

[FLC]

@Sedona 

Might be worth trying a couple of neighbour's addresses to rule out a specific issue with yours.

Otherwise you may just need a little patience for the Wholesale database to catch up. If it doesn't in a week or two there's form on Openreach's web site to query potential errors:

https://www.openreach.com/forms/fibre-broadband-availability---customer-form

[TimmyBGood]

@Sedona 

Back when we were trying to order FTTP, it turned out there were two versions of our address, one with a house name and one without.  FTTP availability was listed against only one, which wasn't the instance the ISPs were using: we ended up having to 'move house' (while remaining in place) to resolve this.

[Sedona]

Have tied a few neighbours, it's showing no for them too

i have submitted a query via openreach, so will see what they come back with

Thanks

[Sedona]

I got this back from Openreach, is it worth trying to call to order it, I can see this being hard to explain over the phone?

Having reviewed the records for your property I can see that Ultrafast Fibre is available to order.

When raising an order with your chosen provider, please make them aware of a cable link issue. Your provider will need to resolve this by completing additional works at the exchange before providing you with Ultrafast Fibre service. You can provide them with the following information- No cable link available on the Specified L2S ID. Please raise a cable link request via sales tool.

I’m sorry our team are unable to assist you further with your problem as you would need to contact your service provider, that’s the company you intend to buy your home or business phones or broadband from.

[FLC]

You can only try, whether frontline staff are sufficiently trained to handle that I don't know.

If you're unsuccessful, post back her & hopefully a Superuser can get the matter escalated for you.

[Sedona]

Reading some other forum posts about other people that have run into this "cable link" issue I think I'll save my sanity trying to call

I can either wait till BT wholesale sort it out,  or it looks like I can order from Zen internet, if I understand they way it works they have their own cable links, and don't rely on BT wholesale 

[FLC]

Your call.

Wholesale are unlikely to fix it unless they're told about it.

Be aware that Zen use other providers as well as Openreach, so the service they're offering could be with one of those.

[TimmyBGood]

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@FLC wrote:

You can only try, whether frontline staff are sufficiently trained to handle that I don't know.

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I seriously doubt it...

Not really a question of training: that's just way above what could be reasonably expected.  All they will see on their screens is 'FTTP is not available': there almost certainly won't be options to raise backhaul issues.

[FLC]

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Not really a question of training: that's just way above what could be reasonably expected.  All they will see on their screens is 'FTTP is not available': there almost certainly won't be options to raise backhaul issues.

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I'd disagree, they should be trained to escalate an issue they can't deal with. Although that does depend of there actually being an escalation process for them to follow. I have little experience of Sky's setup but reading this forum, it appears to be that like most bugdget ISPs, everything stops at "Computer says no!"

Is this something the forum support team could take up for @Sedona?

[TimmyBGood]

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@FLC wrote:

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 Although that does depend of there actually being an escalation process for them to follow. I have little experience of Sky's setup but reading this forum, it appears to be that like most bugdget ISPs, everything stops at "Computer says no!"

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Yes, that's unfortunately very typical.  Sadly the very slim profit margin on an individual subscription means having almost any appreciable amount of staff time involved turns that account into a loss.