Trooli - Won't connect me, why?

Hussman · 9 Nov 2023 at 08:33

I'm currently with Plusnet and my contract is due to expire the end of the month.

I've seen Trooli vans in my area so I looked on their website to check coverage. I entered my postcode and it seems that one side of my residential street is covered, but not the other. Typically I'm on the "other" side.

I saw a Trooli engineer working at one of the BT manholes, I assumed connecting one of my neighbours to their service, and I asked him what was happening. He couldn't give exact reasons obviously, but he suggested I visited

https://www.broadbandchecker.btwholesale.com/#/ADSL

I've done this and entered both my landline number, and that of my neighbour who lives opposite (about 30 metres away) who it appears can get Trooli services.

Apart from some very minor differences in the signal strength for each number, they seem to me to be identical.

Anyone know why this is? It's frustrating that my neighbours can get this service and I can't.

Thanks for any insight.

Hussman

darkblade · 9 Nov 2023 at 08:41

Have you actually tried calling Trooli?
Do you have a shared driveway by any chance?

Hussman · 9 Nov 2023 at 08:43

Yes, I've emailed them. I was told they would send it up to their technical department and someone would respond. That was a week ago, I'm still waiting.

No, my driveway is my own.

Caged · 9 Nov 2023 at 09:59

Is one side of the street different from the other, maybe in terms of age of the houses, whether they're fed off a pole etc?

Hussman · 9 Nov 2023 at 10:15

No, that’s the odd thing. I live in a close. All the houses were built at the same time. They all have similar utilities etc.

It’s really annoying, as I can’t see any difference between each side of the street. It’s only 22 homes in total!

TheVoice · 9 Nov 2023 at 11:11

Trooli appear to use their own fibre network, so the BT Wholesale checker won't help. They may just not have gotten round to installing services on your side of the road yet.

Hussman · 9 Nov 2023 at 11:57

Ah, that’s interesting. Thank you.

Seems a bit odd though doing only half a street.

But, it’s a logical argument.

Thank you.

Typical, that I miss out by 30 metres

Macro · 13 Nov 2023 at 15:49

I use Trooli 9very happy with the service) and I'd give their sales folks a call, in my experience thier online tools aren't accurate. We had Trooli for 6 months whilst the website still claimed our address was "coming soon". If you're in a close the BT ducts/poles will be the same likely for both sides of the road so I'd imagine if they provide to one side of the road they'd do yours as well as the infrastructure for them to pull fibre through is the same

Hussman · 13 Nov 2023 at 16:51

Thank you. I’ll give them a call in the morning. Fingers crossed.

Mcnumpty2323 · 13 Nov 2023 at 17:20

Yeah phoning thems best bet
But it does happen unfortunately
Virgin stopped for Xmas holidays 50 yards from me
3 years ago and never returned
Even though they were meant to

And yes the speed checks/availability tools can be wrong
Just renewed my plusnet
And despite having 55Mbs before from plusnet
Even the sales guys tools
Said I could only get 38Mbs
So they weren't allowed to over ride that
As technically they would be selling me a product
I couldn't achieve
Even though I knew I could lol

Hussman · 13 Nov 2023 at 17:29

That’s a double frustration right there!!