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[adslmax]

My good friend are upset and his G.fast installation was cancelled by BT order because his line only support 1Mbp. (just 1Mbp) as all houses by him got estimate for ADSL up to 8Mbps, ADSL2+ up to 21Mbps, VDSL up to 80Mbps & G.Fast up to 330Mbps in address checked and his telephone number checked. His pcp and fibre cabinet are within 25 to 50m just a few second walk. It's seem BT Group not making any sense at all, I told him to get back to BT and it their job to put up with BTw database.

BT told him that he need to raise this with with BTw database as it was incorrect data. But how on earth can he contact BTw?

[Black Sheep]

https://www.btwholesale.com/help-and-support.html

[adslmax]

https://www.btwholesale.com/help-and-support.html

Thanks I will pass that to him

[niemand]

That looks like a brand new phone number whose details haven't populated properly yet.

[kitz]

^This.
I was just about to ask if that was a new phone line with a new number.
   
I've seen similar happen a few times before whereby the phone no has just been issued. 
It can occur when the number has been reissued and the checker still contains old data based on the location of the address where the phone no had previously been used.   It can take a while for the data to be updated. 

The ISP response is bad - in all the other cases I've seen, the SP has chased up with BTw.  Although it may delay the process, usually it is resolved within a few weeks at most.
 

[adslmax]

He just say yes it a brand new phone but BT won't offer him G.fast 330/50 as computer say no. He got a large family of five. He had enough with virgin media after 30 years!

[kitz]

He needs to get back in touch with BT making sure that they know it is a new phone number and that the checker is showing old information based on where the number previously was issued to.       
It's up to the ISP to chase and manually resubmit the order.    As mentioned, I've seen Plusnet having to do this several times in the past... so no idea why BT can't.   It probably needs to be escalated further up the chain rather than be dealt with by their 1st line script monkey who doesn't understand what has obviously happened. 

[adslmax]

He just got back from BT as the database are now updated with max speed 330/50 with Ultrafast 250 with BT as the order went through successful. He should go live from on and around 5th of February.

[adslmax]

My mate must be very lucky one as he would easily getting over 330/50 for his G.fast service with ultrafast 250 with BT. Cos his green cabinet are within 25-50m away just a few seconds walk from it.

[burakkucat]

Once it has been installed, perhaps you will gather some statistics for us to see, please?

[adslmax]

Will do, I will ask him for these stats, but will he get his stats from BT router Hub? Updated on his G.fast go live on Saturday Feb 15th not 5th. My mistake as I didn't listen properly.

[burakkucat]

. . . will he get his stats from BT router Hub?

Ah, I hadn't thought about that. I'm sure some will be available (he will probably need to left-click on "support" or something similar) but nothing as comprehensive as those that you are able to obtain.

[adslmax]

Maybe he can borrow my Zytel G.fast modem router (only for 1 hour then back to me lol)  I must remember to turn off his BT Hub for at least 30 minutes before try my router then again turn off for another 30 minutes before put his BT Hub one back in without affect his DLM trigger. As I love to see his stats compared to mine and other users here.