Ordered broadband for copper wire connection, but found out there is a fibre connection.

[Pabs2]

Not from what I can see. I entered my postcode into the Royal Mail database and found my property instantly. It is shown in the exact format I have seen it everywhere else.

[FLC]

Just as a sanity check, is it definitely an Openreach ONT that's installed? Bit bemused by the referenc to "the light" when an ONT should have three, as below. Only the LAN LED would flash in time with data transfer between the ONT & router. Power & PON should be permanently green.

[Pabs2]

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@FLC wrote:

Just as a sanity check, is it definitely an Openreach ONT that's installed? Bit bemused by the referenc to "the light" when an ONT should have three, as below. Only the LAN LED would flash in time with data transfer between the ONT & router. Power & PON should be permanently green.

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I am not currently at the property but I will return in a bit and check that using your photo as a reference. I personally did not inspect the box at all, I just took what the engineer said verbatim. None of the info I am providing is from me, it is all from Openreach and Sky. I am just the uninformed fool trying to make sense of it all haha. I'll take a photo of it and post it with any differences I notice.

[TimmyBGood]

@Pabs2 

Has the property ever had a house name as well as a number?  It was this which messed up the BT Wholesale record for us.

[Pabs2]

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@TimmyBGood wrote:

@Pabs2 

Has the property ever had a house name as well as a number?  It was this which messed up the BT Wholesale record for us.

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Not to my knowledge, no. All I know is that the land had a building that was since demolished, with new apartments built on them.

[Pabs2]

So I checked this morning, and yes, like your picture, there are 3 lights showing. Again, the reference to the light being on was just what the engineer had told. Presumably he was referencing the LAN light that would indicate the line was active?

[FLC]

@Pabs2 

Possible he was referring to "light" in the fibre cable, but academic now you've confirmed the presence of a functioning ONT.

I'd have to conclude that as others have alluded to previously, there must be an address mismatch on the Openreach database.

You said that the previous occupant was using the "same line". Did you mean copper or fibre? Presumably fibre because otherwise there would have been no need to send an engineer to install copper.

How old is the build? I'm wondering if maybe the previous occupant was the first to move in & used a different postcode to identify the property, or it was identified by a plot number that's since been updated. Is it possible to contact them to ask exactly what they had, who provided it & how their bills were addressed?

[Pabs2]

Hi all, just an update for all that we're offering advice on this.

so, my previous order was cancelled and I called Sky to start a new order. After explaining everything to the very friendly advisor (his name is Sami, absolute gentleman), he determined that my property has the infrastructure for a fibre connection. The downside is that there are only several available spots at my local box for fibre connection. When Openreach were here on Monday, he saw my infrastructure and also noticed there was one available spot for me to get connected to fibre. Totally coincidental, between Monday and today, someone has taken that spot! So bad luck on that.

As for my annoyance at not being connected at all, it was clarified to me, that because the assumption was made beforehand that there was no fibre infrastructure, the package recommended for me was to utilise a copper line. And so, when Openreach called on Monday, the reason it wouldn't work then, was because the equipment supplied, and the package selected, would only work on a copper line (I think that is what he said). It was a Hub 4.2? Hopefully that makes sense lol.

So the package I had to go for, uses Hub 6.0? Which will work with the part fibre infrastructure. It's basically the same speeds etc, but uses the part fibre technology (again, I'm summarising their explanation, but hopefully that makes sense). Down the line, once a spot opens up in my area, I can try and upgrade to different fibre package. I'm not sure how I track this at all, guessing I am supposed to just chance my arm and call every so often.

Hilariously, since I last wrote on the forum, I found the box for the previous occupant's router. It was a sky router no less! And they were on a fibre plan according to Sami. The spot they made available by leaving sky, was robbed by one of my new neighbours it seems, right after Openreach called on Monday.

What a shambles. This all probably makes sense to the more informed members that tried to assist me with this. I was totally dumbfounded by it all. But I thought I'd update you guys on the off chance it gives any insight to any similar issues that occur in the future with people asking about a similar problem.

Thanks to those that offered assistance to a very uninformed Broadband customer!

[mormegil]

Have you checked the apartment name without the postcode in Royal Mail as when a building I demolished to make way for a new property the local council will remove the listing and issue a temporary postcode for council tax purposes, the developer then uses this temporary address to have openreach fit the infrastructure and when the build is complete the postcode is changed again but no one tells openreach 

[FLC]

@Pabs2 

I'm not at all convinced by that explanation, which sounds a bit like the rep was conflating FTTC & FTTP.

I would suggest that the root of your problem, as illustrated by the BT Wholesale Checker, is that Openreach don't recognise the presence on the ONT in your property. Until that's resolved, I don't believe you'll be able to make any progress with any ISP.

[Pabs2]

I'm not sure I follow. Openreach attended the property on Monday and saw the ONT. when I spoke to Sky this morning, I believe they contacted the engineer who attended and he explained what he found. Then they confirmed that there was no fibre availability at the outside box (limited spaces, all taken). Sky also informed me that when a space is available, I can then upgrade? 

if Openreach attend on 11th, wouldn't they update their database with the correct details?

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@FLC wrote:

@Pabs2 

I'm not at all convinced by that explanation, which sounds a bit like the rep was conflating FTTC & FTTP.

I would suggest that the root of your problem, as illustrated by the BT Wholesale Checker, is that Openreach don't recognise the presence on the ONT in your property. Until that's resolved, I don't believe you'll be able to make any progress with any ISP.

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[Pabs2]

Yes, I tried Royal Mail with the first line of my address, and the postcode, seperately. Both had the same postcode. I did wonder if it had been registered on an older version of the property but I found nothing on Openreach database (searched my entire postcode and checked through the list for any properties that could be the former).

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@mormegil wrote:

Have you checked the apartment name without the postcode in Royal Mail as when a building I demolished to make way for a new property the local council will remove the listing and issue a temporary postcode for council tax purposes, the developer then uses this temporary address to have openreach fit the infrastructure and when the build is complete the postcode is changed again but no one tells openreach 

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[FLC]

@Pabs2 

The "wrong" Hub would work perfectly well with FTTP.

You said that all the correct LEDs were on the ONT, so it's connected.

When you posted the BT Checker results previously, there was no reference to FTTP or an ONT. It should say something along the lines of "ONT exists with no active service". Unless that has now changed?