Kitz Forum
Broadband Related => FTTC and FTTP Issues => Topic started by: albert.shepherd on October 06, 2017, 11:10:23 AM
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I live on a fairly new estate and Openreach has said my cabinet cabuinet 9 servicing WA12 0AA is now live.
However when I try to order every supplier says that it is not available at my address.
When I check the other address's on my estate all the checkers say they can supply fibre and when I ask the providers they all say they could proceed with an order at those address's.
I dont understand as the estate is a normal type estate. Literally the house next door 3 metres away built at exactly the same time can order fibre.
No service provider has been willing to investigate why this situation has arisen. They all comment that they do not understand but will not take on the problem.
Is there any organisation out there who can possibly throw some light on a solution to my problem?
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Ordinarily, you'd expect a new estate to be served by a coherent set of cabinets. It might be more than 1 cabinet, though, if cabs are running out of space and/or have insufficient capacity in the lines back to an exchange. So don't expect that everyone is on the same cabinet.
However, BT have been known to make a mistake in their line database, in ways that means it won't give you a VDSL2 estimate...
The biggest giveaway is that the BT Wholesale checker tells you that you are connected to the same cabinet as others nearby, where they get decent speeds, but your estimate only displays "VDSL multicast" as available.
Normally, this kind of mistake means a few houses together will not get an estimate (all the houses connected to the same DP - distribution point).
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What does https://www.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker show for your address? Including what cabinet it shows you being connected to.
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FWIW the OP's postcode in CodeLook is listed only 927 metres from the exchange. PCP 9 is showing as
FTTC being Connected, live due by November 2017
, but WA12 0AA is missing from list (https://www.telecom-tariffs.co.uk/codelook.htm?xid=823205&postcodeloc=13669&cabinet=P9)
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Odd numbers 11 - 31 in that street show VDSL Multicast available, but no VDSL estimates.
edit: also looks like lots of the addresses are duplicated if you only enter the postcode on the address finder and use the pull down tab to pick the address.
Database issues can be a pain to get fixed. I had to email the CEO of OpenReach after trying for 6 months via my ISP and the OpenReach fibre enquiries email. After emailing the CEO it was fixed within days. I recommend this option to people for obvious database errors.
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Hi,
My name is Albert Shepherd and you answered my forum input re infinity availability.
You have described the situation exactly right. My neighbours and myself are on the same cabinet and they are offered the ability to order fibre and I am not along with as you describe a few others. The majority are offered the service if they order.
The question is "What can I do "
The cabinet has only been live for three weeks so it can not be a capacity issue cos I am sure they have not ordered fibre as yet.
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The problem I have with the checker site you suggest is that my number is not a B.T. number as I am with TalkTalk and they do not wish to take on the problem. I have therefore made an order with B.T. for a second line the number of wich I do not know as yet.
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You could use the address option http://www.dslchecker.bt.com/adsl/ADSLChecker.addressOutput
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Yes that's the one I have used with shows my address cannot get fibre but all my neighbours can when I put their address's in
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A 2nd line won't help. It's a fairly common problem where the database needs updated for your section of the street, possibly all on the same DP.
A politely worded email detailing the situation to the CEO of Openreach will see the issue resolved within a few days.
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That's exactly what I have just done.
I will report back on the response but many thanks.
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Some odd numbered properties get FTTP according to the checker if not all. Might that be causing some confusion?
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You are right it is the odd numbers after number 9 all the even numbers seem ok
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Many thanks for the responses I have had and I will report back.
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Some odd numbered properties get FTTP according to the checker if not all. Might that be causing some confusion?
That's FTTP on demand, this is clearly a database issue, which as Albert has emailed the CEO should be resolved soon.
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I had a problem 3 years ago where the database was wrong (wrong PCP identity), and it needed my ISP (Plusnet) to fight hard to get it fixed.
At that time, neither the BT nor Openreach CEO was willing to do anything to sort the problem out.
Here, TalkTalk ought to be the ones sorting you out. Given that they won't act, you've taken the right step to contact the Openreach CEO - a route that seems to work better these days.
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I have had a response from the CEO who has pasted on my situation to an Ian Lawrence who will respond to my situation I am told.
Eagerly awaiting.
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Well here is my report back:-
The CEO replied within 48 hours passing my complaint onto the Chief Engineer Ian Lawrence.
I had no response from him despite me emailing him to inform him that I was aware that the CEO had passed my complaint to him some 5 days earlier.
I used the OpenReach site to explain my situation. They did at least reply but only quoting the information I had gathered myself and did not seem to understand that I was looking for an explanation not just to confirm the information coming from their Checker Site.
The second line order(this was me thinking that a new line would generate some response) from B.T. has now been put on hold by B.T. with no explanation not even allowing me to cancel the order. I intend to phone them.
No other supplier was willing to take on an investigation to my situation except for Sky. I was put through to their technical team in Ireland who promised me a response with 48 hrs.---still waiting.
I have been checking OpenReach fibre checker everyday.
Miracles do happen today along with my other neighbours the site reveals that we can all now order Fibre Broadband.
I do not know whether to go religious or just thank all the help I have received from this site.
So thank you chaps for all your advice it was both knowledgeable and informed.
Thankyou
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Not that it matters now, but for future info purposes, our Chief Engineer is called Andy Whale. Ian Lawrence is our, 'Director of Network Health and Engineering'. :)
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our Chief Engineer is called Andy Whale
Would that be this Andy Whale? (https://youtu.be/tWUUZTNMgu0?t=293)
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Apologies--outdated Google 2015 my mistake.
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Ian Lawrence replied quoting success for me tonight--very grateful.
I have now checked the other nine houses affected and they are all now"available to order"
I am over the moon --going live on the 25th
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Would that be this Andy Whale? (https://youtu.be/tWUUZTNMgu0?t=293)
I work for them (although not the Hull area so no fibre stuff for me :(), although I only met him a handful of times when he was with us he seemed a nice chap
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Would that be this Andy Whale? (https://youtu.be/tWUUZTNMgu0?t=293)
That be him. :) :)