Moved house, 1mbps Internet only, need advice please

Illuminist · 30 Jul 2022 at 23:14

Hey there,

I just moved house and was with bt previously, when asking them what I could get at my new place they offered only 1mbps... I know for a fact that the 6+ houses 4 metres from my garden have fttp so I called them back and told them, they told me they can't help and to call openreach, and gave me a number, which when called would in no way let me talk to a human.
I tried sky and they couldn't offer me any Internet at all, I told them about my neighbours and they told me to call openreach too and that they can't do anthing.
yet inbetween these calls I witnessed fttp being installed to the building 10 metres from my house over the road. I spoke to the owner and he confirmed that it's fttp.

What do I do people? I have 0 phone signal and no Internet or 1mbps for 27 quid a month, yet can see the fibre box from my front window 10 metres away...

Surveyor · 31 Jul 2022 at 01:28

Illuminist said:
What do I do people?

Move again.

Sparx · 31 Jul 2022 at 08:12

Contact Openreach’s CEO / executive level complaints team.

It’s possible OR’s database hasn’t updated for your property, or they may need to send someone out to survey and go “oh yeah, of course we can service this place” then get their systems updated to allow an order.

Also - is FTTP being supplied overhead from a pole, or underground to your neighbours?

Illuminist · 31 Jul 2022 at 08:31

Sparx said:
Contact Openreach’s CEO / executive level complaints team.

It’s possible OR’s database hasn’t updated for your property, or they may need to send someone out to survey and go “oh yeah, of course we can service this place” then get their systems updated to allow an order.

Also - is FTTP being supplied overhead from a pole, or underground to your neighbours?

Over head

Sparx · 31 Jul 2022 at 09:43

Even easier then, so do you have a pole (the same as your neighbours) with line of sight to run the fibre cable to your home?

If so then really is no reason Openreach can’t provide you with FTTP. Get in touch with the exec team.

Illuminist · 31 Jul 2022 at 09:48

D

Sparx said:
Even easier then, so do you have a pole (the same as your neighbours) with line of sight to run the fibre cable to your home?

If so then really is no reason Openreach can’t provide you with FTTP. Get in touch with the exec team.

Definately, this is what I said to bt and sky, but they just didn't care, which I found weird, palming me off to a company I find it impossible to get hold of any one from, any ideas on a number I've tried so many, most say "due to unforseen circumstances this number is no longer able to connect to our open reach team"

Sparx · 31 Jul 2022 at 10:12

Try this email

hlcopenreach [at] openreach.co.uk

Caged · 31 Jul 2022 at 10:16

Are they your neighbours as in the houses next door to you? Sometimes when people post here about how their neighbours have FTTP the thread runs for a few days before we find out that the definition of neighbour being used is "a house 200m away".

If you can see a house with the overhead cable going to the same pole as you that has FTTP availability and you don't then fill in this form https://www.openreach.com/forms/fibre-broadband-availability---customer-form and pick the "my neighbours can get fibre" option.

Illuminist · 31 Jul 2022 at 10:31

Caged said:
Are they your neighbours as in the houses next door to you? Sometimes when people post here about how their neighbours have FTTP the thread runs for a few days before we find out that the definition of neighbour being used is "a house 200m away".

If you can see a house with the overhead cable going to the same pole as you that has FTTP availability and you don't then fill in this form https://www.openreach.com/forms/fibre-broadband-availability---customer-form and pick the "my neighbours can get fibre" option.

Definately my neighbours, five steps from my front gate is the first house that has fibre. I will fill in the form and email them also, thank you so much and you too @Sparx
I'll update the thread with progress for anyone else in the future having this issue

Stu999 · 31 Jul 2022 at 10:39

Steal your neighbours wi-fi / plug a really long Ethernet cable into their router?

I assume this is a new build? It seems ISP and probably Openreach systems are very slow to update availability of services.

Illuminist · 31 Jul 2022 at 10:48

Stu999 said:
Steal your neighbours wi-fi / plug a really long Ethernet cable into their router?

I assume this is a new build? It seems ISP and probably Openreach systems are very slow to update availability of services.

3 years old build, I think it was all done before they were finished. Resulting in 200 year old cottages with fttp and 3yr new builds with 1mbps copper

tom_e · 31 Jul 2022 at 10:53

Illuminist said:
D

Definately, this is what I said to bt and sky, but they just didn't care, which I found weird, palming me off to a company I find it impossible to get hold of any one from, any ideas on a number I've tried so many, most say "due to unforseen circumstances this number is no longer able to connect to our open reach team"

They don't care because it's nothing to do with them, it's like asking your local bus company why a road is closed because they use them.

mickyflinn · 31 Jul 2022 at 11:22

Unlimited sim and sim card router mite be an option untill.

Illuminist · 31 Jul 2022 at 11:42

mickyflinn said:
Unlimited sim and sim card router mite be an option untill.

No phone signal I get a big fat X

xb8browney · 31 Jul 2022 at 11:47

Illuminist said:
No phone signal I get a big fat X

On all networks?

Caged · 31 Jul 2022 at 12:11

Illuminist said:
3 years old build, I think it was all done before they were finished. Resulting in 200 year old cottages with fttp and 3yr new builds with 1mbps copper

Ok so this is a bit more information that would have been relevant in the OP. Are any of the new builds served by FTTP or not? Is it a case that all the old properties have FTTP and the new builds don't?

Illuminist · 31 Jul 2022 at 14:53

Caged said:
Ok so this is a bit more information that would have been relevant in the OP. Are any of the new builds served by FTTP or not? Is it a case that all the old properties have FTTP and the new builds don't?

Yes exactly that, the new don't the old do

Illuminist · 31 Jul 2022 at 14:55

tom_e said:
They don't care because it's nothing to do with them, it's like asking your local bus company why a road is closed because they use them.

True but in this case they ask them for new road to be laid for them. And I don't

Caged · 31 Jul 2022 at 17:35

Illuminist said:
Yes exactly that, the new don't the old do

This is key information. If an FTTP network existed and then a house builder put some new homes up and didn't work with Openreach to have them FTTP enabled then they would have been put on the copper network eventually once people started to move in and wondered why there was no phone line. The fibre ports that are on the pole already would have been put there and allocated to the existing homes, there may not be any allocated to the new builds.

This is the faut of the developer not wanting to spend the money required to have FTTP.

Illuminist · 31 Jul 2022 at 23:05

Anyone reading this in the future, you need to tell your isp to submit an ORDI. which is something only the isp can do through their openreach portal. It will update the system to allow you to then apply for fttp to be installed.
Do not listen to them if they say you have to talk to openreach yourself, even if you have to hang up and talk to another advisor that actually knows what an ORDI is, as only they can log into this system as an isp but unfortunately not all have been trained in this.

In short, they do indeed talk to the road layers even though they drive the buses, they are the only ones that can.