New FTTC Provision after house move

I have a bit of a strange issue with a new FTTC provision.

After an amicable breakup with my ex-partner I moved my phone and FTTC service (provided by Plusnet) to my new property. I then helped her setup a new account with Plusnet.

After the phone line was activated she was told FTTC was not available citing capacity problems at the exchange and was put on ADSL.

However � here�s the kicker she had been told to check when FTTC is avaible on dslchecker.bt.com if she does this FTTC provisions do not show up.
dslchecker.bt.com shows �Telephone Number xxx on Exchange XXX� without citing a cabinet number. If I check my parents number which is on the same cabinet it shows FTTC offerings as well as the cabinet number.

The new phone number is just over a month old now. Could it be the records have not been updated correctly or just that there really is capacity problems at the exchange?

Try with the full address checker. That should confirm if it is a capacity issue. It is likely the phone number hasn't been updated in the records.

The full address checker shows the cabinet number and FTTC as available.

The new number has been active since the 7th November.

It's the database. Someone on here will probably be happy to post a link to this on the PlusNet forum to get the attention of someone there as to a database error (I'm guessing RobertoS will be the first to see and action).

Heh!

But the OP is with Plusnet so would be well advised to post over there about it. Without needing to refer back to here.

If there is an estimate and availability showing using the full address then we should be able to place an order. Did your ex-partner sign up online with us? If so do you know if an account was created?

Hmm, unfortunately it appears I was incorrect. I just started the order process to check that I could indeed do it but the availability is based on the phone number and not the postcode and address. Therefore we'll need to chase up our suppliers regarding the availability, this is with our provisioning team.

Sorry it's no more positive news, but at the moment we're not able to follow through the order process.

Edited by chrisparr (Thu 11-Dec-14 17:00:46)

Hi,

Yes I helped her create an account, will PM you her username/ticket.

Thanks for the edit,

If a phone number that is on the same street and connected to the same cab allows the signup process would this indicate a problem with the database for my ex-partners new number rather than the availability of FTTC? As I mentioned in the initial post the dsl checker does not show a cabinet number for her new number.

Yes, missed that - but seems PlusNet are on the case now - the problem with "new" numbers and the dreaded database updates (or lack of).

Still no further with this and it seems Plusnet don't want to know.

Can Openreach be approached directly with database issues like this or can only a service provider get them to update it?