New Line - Fiber Broadband Order

gam3r · 18 Jul 2018 at 16:48

Hi All,

Hopefully(fingers crossed) exchanging on a house soon and my question is with regards to ordering Fiber Broadband.

The house in question is a new build, but not on a development (the old house was knocked down and 2 were built in its place). There is a new Openreach/BT socket fitted in the house, however it is not activated/live currently. Based on the address it is possible to get FTTC.

If I wanted to put an order in for fiber - would I need to get BT to 'activate' the line first (i.e. get a phone number) and then place an order with the internet provider (e.g. Sky/Vodafone etc)?

Or is it simply the case I can go directly to Sky or any fiber provider and they will handle the whole process for me?

How long does it typically take to get a new line connected and up and running with internet?

Thanks for your help in advance.

Sparx · 18 Jul 2018 at 19:06

1. Make sure the addresses have been split with Royal Mail on the address database. You don't want to order on the original house number, then your neighbour moves in and takes over your line in error.

2. You can place a new fibre order with any ISP, they will handle the full process with Openreach regardless.

3. Takes around 2 weeks on average, depends if there are any address/database/physical issues for your ISP/Openreach, it may take longer if extra manual/legwork is needed.

MissChief · 18 Jul 2018 at 19:11

Wot Sparx sed.

gam3r · 18 Jul 2018 at 21:35

@Sparx - Thanks for the reply.

1. I checked here: https://www.royalmail.com/find-a-postcode - and I can find both houses there which is a good sign.
2. Ok, so I can order Sky Fiber/Vodafone Fiber/xyz Fiber directly over the phone (as I don't have a phone number I won't be able to sign up online) and I don't have to go to BT directly
3. Thats also good news. I thought it would be 4-6 weeks based on google.

Sparx · 18 Jul 2018 at 22:06

Good stuff, should make ordering easy then.

You don't need a phone number to order online, most if not all ISP checkers usually let you proceed on just the address.

Personally I would go for an ISP like Plusnet in terms of best service, speed and cost. They also definitely let you order online using your address details, just press "I dont have a phone number".

You should also be able to get cashback as well via Quidco or Top Cashback as well.

gam3r · 18 Jul 2018 at 22:13

My parents have plusnet - I am impressed with their connection. It is probably my first choice however I have Sky TV so I will see what they will offer me given I am a customer already...

Will they physically install a new line even though there is one there already?

Sparx · 18 Jul 2018 at 22:17

No they will just connect it up at the cab/exchange and get the service live. That's assuming you already have a Openreach master socket and the cabling has been done between your house and the PCP cabinet.

One of the scenarios that could delay the order, happened to me when I moved in my new build. It transpired the copper had been wired to the node on the street about 20 metres from my house, but there was no cable ducted from the node to my cabinet 500 metres away...

It was supposed to go live on the Friday we moved in, it didn't so I told Sky who had an OR engineer attend the Saturday who found out the above. They then escalated it and on the Monday OR had a network contractor out who started getting the cable ducted and by 2pm my internet was live. Not bad really for Openreach!

gam3r · 18 Jul 2018 at 22:32

That is a pretty good turn around time for Openreach!

Thanks for your help. I will wait till exchange of contracts then place an order...gives me time to look into what provider to go for!

Sparx · 18 Jul 2018 at 22:45

If Sky can do you a deal you're happy with then go for it, they have a good network as well. I was with them for the first 3 years we moved in and had no issues whatsoever. Good pings, reliable, CS staff were good when needed.

You can't really go wrong with DSL providers, it's all on Openreach's backbone anyway. However I personally would never touch TalkTalk or Vodafone from personal experience. Awful systems, poorly trained CS staff and no ownership of any issues when they occur.

gam3r · 19 Jul 2018 at 07:30

Thanks. I was seriously considering Vodafone but now I think I’ll take it off my list. Guess it’s between sky and plusnet. Any other decent ones to check out?

Also I tried the address with some fibre providers and it says the best I can get is ADSL 1-3mb. For example with Plusnet it will only let me order ADSL + a new line. However when I put the second house in (2A) it says fibre 70-80mb. I know for a fact there isn’t an activated line in 2A yet (not sold). Will this cause an issue, even though the house is on the Royal Mail database?

BigT · 19 Jul 2018 at 09:26

I have the same problem for different reasons - some providers won’t offer me fibre through the online ordering process because I’m so far from the cabinet it is slow. I found it limits me to BT, Plusnet and Vodafone as providers who would sell me it. I’ve been with all three over the last four years and won’t be moving away from Plusnet now I suspect. Woeful CS from the other two and I was with Vodafone at a time when they wouldn’t let you use your own equipment and their router was shocking in its lack of capability.

Sparx · 19 Jul 2018 at 10:53

I found ordering with Vodafone a royal PITA - tried them last year, they failed the order twice and had no idea why. Escalated it and complained still clueless. I gave up and switched to BT at the time as they had a very good deal on with a generous £125 MasterCard and £110 from Top Cashback at the time.

@gam3r if you go on this link https://www.dslchecker.bt.com/ and at the bottom press 'Address Checker' and input your house number and postcode, can you print screen and post the results? (hide your address obviously)

Then try search again for your neighbour and see if the results vary. It could be a database issue if the addresses have been split, meaning Openreach may need to correct your address as having FTTC available before you can place an order.

gam3r · 19 Jul 2018 at 11:08

Sure.

I can't upload it as I am on my on my office network hence it's restricted but I tell you the output of the tests.

For the door number '2' (first house)

Your address has been successfully matched; however we cannot determine ADSL availability at this address. Please try the Telephone Number or Postcode Checker.

For '2A' (second house, apologies for the formatting)

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate(Mbps)
High Low High Low
VDSL Range A (Clean) 80 67.8 20 19
VDSL Range B (Impacted) 80 62 20 19
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate(Mbps)
FTTP on Demand 330 30
ADSL Products Downstream Line Rate(Mbps) Upstream Line Rate(Mbps)
WBC ADSL 2+ Up to 4.5 --
WBC ADSL 2+ Annex M Up to 4.5 Up to 0.5
ADSL Max Up to 3.5 --
WBC Fixed Rate 1 --
Fixed Rate 1 --
Other Offerings
VDSL Multicast -- --
ADSL Multicast -- --

Sparx · 19 Jul 2018 at 11:19

I presume you will be house number 2 and neighbour is 2A? If searching yours will only offer ADSL availability, then Openreach need to correct the database record. Once they do this, that search will show VDSL/FTTC availability as it does for 2A. You will then be able to order with an ISP.

Typically people suggest going through your proposed ISP to raise a query with Openreach, I find this tedious and time consuming. I would just drop a polite email to the BT CEO ([email protected]) which gets the Executive Complaints team on the case much sooner

Openreach's CEO doesn't seem to monitor his emails or pass them on...

I had a similar issue also last year, Openreach had broken my tel number record so it also said I could only order ADSL meaning I couldn't move provider... Took them a week to correct the database when I spoke to the exec complaints team.

gam3r · 19 Jul 2018 at 11:26

That's right, mine would be 2, and my neighbour would be 2a. I will try emailing the BT CEO! Thanks again.

Sparx · 19 Jul 2018 at 11:30

Let us know how you get on! You essentially want the BT checker to show the same results as 2A does, as this is the database all ISPs look up for your broadband availability.

As soon as it's fixed, all ISPs will start showing FTTC so you can place an order. Looks like you'll get near max speeds as well, the house must be fairly close to the cabinet.

gam3r · 19 Jul 2018 at 11:37

Perfect, I will do. I have just sent an email to the BT CEO and also the builder of the property. I have a feeling it is just showing the record of the old house prior to it being demolished.

Thanks again for your help.

.Ox. · 19 Jul 2018 at 11:50

Hey Sparx

Does the BT CEO look after Openreach? I'm ordering with Plusnet, so didn't think about sending a mail to someone in BT.
Also just a heads up, Googling his name shows he may be leaving BT this year. So hopefully he can help expedite our issues before he goes

Sparx said:
Typically people suggest going through your proposed ISP to raise a query with Openreach, I find this tedious and time consuming. I would just drop a polite email to the BT CEO ([email protected]) which gets the Executive Complaints team on the case much sooner Openreach's CEO doesn't seem to monitor his emails or pass them on...

Sparx · 19 Jul 2018 at 12:36

.Ox. said:
Hey Sparx

Does the BT CEO look after Openreach? I'm ordering with Plusnet, so didn't think about sending a mail to someone in BT.
Also just a heads up, Googling his name shows he may be leaving BT this year. So hopefully he can help expedite our issues before he goes

BT and Openreach have technically split, Clive Selley is Openreach's CEO but he doesn't seem to monitor his emails and they get passed to no one from experience. However BT have indirect relations straight into Openreach still it seems. You can try contact the BT CEO, they may pass the query to a team who can check your area/capacity or for any database issues.

However if you have an existing order pending with Plusnet, they may fob you off back to them as your ISP advising they need to enquire the information or address any issues via OR...

And yeah he's leaving but his emails still get routed to the Exec complaints team for now who pick up any issues.

In the OPs case BT would be more willing to get the query resolved by themselves or with Openreach, as the OP has no ISP yet and has database issues which only Openreach can resolve.

gam3r · 19 Jul 2018 at 12:50

Yeah, BT and Openreach have separated.
Theoretically one is not meant to have close ties with the other. However in reality, I am sure the unofficial channels between the two still probably exist.

Out of interest I rang up the plusnet sales line who unhelpfully informed me that they would not be able to take any order until open reach had corrected this issue. They said they themselves would not be able to help and because it's a new build it may take time to register. I pointed out to them that the build completed a year ago, and the other house was registered, but I was just told I have to play the waiting game for Openreach to update details at their end.

Worst case scenario is I will have to go with VM if I want a connection in the shorter term...

EDIT: Weirdly, I did a UPRN search on the BT DSL checker with the property UPRN from the council website. Doing the search this way showed that Fibre was available, just like 2A. So it must be an address issue.