Battling with BT... Can I get Fibre?

firstborn

firstborn

firstborn

Soldato
Joined
18 Oct 2002
Posts
3,599
Location
Nottingham
HI,

I wonder if anyone has been in a similar situation. I recently moved and currently have BT ADSL 2. The Openreach engineers who carried out the original install said I should be able to get fibre, and an engineer who came out to fix a line fault today said I could get fibre...

However, BT say computer says noooo! My situation is as follows:

Exchange (which is fibre enabled) ---> Cabinet A (fibre enabled) ---> cabinet B ---> my home.

So BT's record show that as my initial connection is to cabinet B they can't offer fibre Broadband, despite the engineers saying that what matters is the connection to Cabinet A.

I've raised numerous complaints/enquiries via the Openreach website, but fail to get any response apart from the automated 'we have received your enquiry...' messages.

Can anybody shed any light on who is telling the truth?
 
What results do you get putting your landline number on www.dslchecker.bt.com ? And do the results differ if you press Address Checker and use your house number and postcode instead?

Also check what cabinet number comes up on both results, what exchange and cabinet number is it? Also lookup your address on https://www.homeandbusiness.openreach.co.uk/fibre-broadband/when-can-i-get-fibre

Possibly a database error, you need to get Openreach to look into it further and correct it if so. Definitely need to clarify you are on the right cabinet though? It could be you're an oddball and your house is on another cabinet elsewhere.
 
Have checked all those and they all point to the non fibre 'cabinet B'. As stated by all the engineers that have been out, but still say because that cabinet goes back to the exchange via an enable cabinet I should be fine...
 
You need to get through to someone higher than the low level orders people. Maybe try the BT forums, they have people who will give you their info to contact them to help sort out issues and who can escalate problems. They may also be able to go up higher in the company to arrange a non standard install.

Realistically all it means is, the connect your connection from cab B in the cab A box to the fibre connections, which is what they do for anyone else connected to the cab A box to get fibre. As long as the cable through cab B isn't crazy long to make it pointless it's obviously physically possible. The issue is the system isn't set up to deal with that install and it can't recognise your house can get it.

You need a way to have them authorise it and give specific notes to a open reach engineer to install it that way.

I'd say ask on forums first, try to speak to a mod and go through them. If not phone orders but ask to be escalated to someone higher up and say please just put an order in put a note on the install to connect the line to fibre at cab A and say you'll accept it if the engineer shows up and can't make it work but if he can, great.

As with most things, non standard orders are hard to get around because no one wants the responsibility. The system is set up to work one way so getting them to not do that might be impossible but you might find a sensible mod or senior call centre person who will get it done for you.
 
I had a similar issue, I live in a flat and both neighbours either side of me could get fibre according to the BT Adsl Checker and I couldn't.

To get this issue fixed I tried calling up BT customer support and making this point but to no avail. In the end I got this solved by posting on the BT forums. A mod picked up my case and got the Adsl Checker temporarily fixed so I could place my order.

I am now on Infinity 2 however when I put my phone number into the checker it says it is unavailable for me.
 
Well an update - still somewhat frustrated...

First and foremost the mod from the community forums I have been speaking to (in person on the phone) has been great and likewise the Openreach guys who have been coming out to investigate. All sides are in agreement regards my routing which now is:

Exchange->FTTC enabled Cab -> a SCP -> my house.

As the SCP provides a simple copper to copper connection point I am effectively connect to the FTTC Cab and so should be able to get a fibre service, however the office based infrastructure person is simply saying records show it's a PCP, despite their own engineers recording the fact it is not on their job reports. So still stuck and waiting (and waiting) for a response from the Openreach person.

Equally frustrating is that there was a fault on my line beginning of April which halved my ADSL speeds, the reason for the fault was that someone took my copper pair. Who exactly and for what is unknown to BT...
 
firstborn said:
Well an update - still somewhat frustrated...

First and foremost the mod from the community forums I have been speaking to (in person on the phone) has been great and likewise the Openreach guys who have been coming out to investigate. All sides are in agreement regards my routing which now is:

Exchange->FTTC enabled Cab -> a SCP -> my house.

As the SCP provides a simple copper to copper connection point I am effectively connect to the FTTC Cab and so should be able to get a fibre service, however the office based infrastructure person is simply saying records show it's a PCP, despite their own engineers recording the fact it is not on their job reports. So still stuck and waiting (and waiting) for a response from the Openreach person.

Equally frustrating is that there was a fault on my line beginning of April which halved my ADSL speeds, the reason for the fault was that someone took my copper pair. Who exactly and for what is unknown to BT...
Click to expand...

Typical kind of BS with BT that I've had to escalate to executive level complaints before to get fixed things which should be trivial to resolve at normal level but just go around and around in a loop of incoherence.

It is quite frustrating as most of the time BT just works and works well but when something goes wrong it is like banging your head against a wall.
 
Rroff said:
Typical kind of BS with BT that I've had to escalate to executive level complaints before to get fixed things which should be trivial to resolve at normal level but just go around and around in a loop of incoherence.

It is quite frustrating as most of the time BT just works and works well but when something goes wrong it is like banging your head against a wall.
Click to expand...

How do you escalate to exec level?
 
Place your order with somebody like Zen or Andrews & Arnold on a short-term contract and use the fact they can be bothered to hassle Openreach to get their database fixed and a service provisioned.
 
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