Hi all,
This is a long post, so I apologise in advance.
I have been trying to apply for fibre unsuccessfully, and am hoping to get some advice/tips from users and experts here.
I moved into my newbuild on 14 July 2017. Prior to moving in, I checked my address on Openreach’s “When Can I Get Fibre” (WCIGF) page. It returned this status:
“Your cabinet is enabled for Superfast fibre however you're not able to order fibre just yet.
This might be because the length of the line is too long to get Superfast speeds. We're actively looking at other options.”
9 May 2017
Emailed Openreach (OR) regarding fibre availability for my new build.
25 May 2017 - OR replied
“Thank you for your patience.
We have received response from our internal team.
You’re connected to exchange STANLEY and cabinet 22.
In response to your query regarding why you are unable to order we would like to inform you that the cabinet is fibre enabled, however, there is no telephone line at your premises as per our records. Once you order the line, you would be able to place order for fibre and receive good speeds.
Please place the order for telephone line first with your chosen service provider.”
6 July 2017
Replied the following to OR:
"I am moving to my new build on 14 July, 2017.
When I checked openreach's website last week, it says I can apply, but when I checked again today, I get the message "Your cabinet is enabled for Superfast fibre however you're not able to order fibre just yet."
8 July 2017 - OR replied:
"Thank you for getting in touch with us again.
Our website shows that message because there is no telephone line at your new build property yet.
Once you will get a line installed, you will be able to get fibre services with good speed.
We applied for a phone and broadband line from Zen who also confirmed the same status, that we were not able to apply for fibre yet, that they can only offer broadband."
However, we went ahead with the phone line and broadband application, since OR said we will be able to get fibre once a line is installed. Its 0151, a BT line.
Our landline was installed on 21 July 2017. When we checked our number on WCIGF page, it says we are connected to Cabinet 23 (instead of Cabinet 22), and it has the same status as when I checked using just the address.
26 July 2017
Replied to OR via email that my phone line is already up and running, and enquired as to why I was still not able to get fibre.
26 July 2017 - Reply from OR:
"We have sent this case to our second level support team to look into this matter.
We’ll try our best to respond within 28 working days, however, due to high work volume it might take a little longer than the given time.
We’ll get back to you as soon as we receive an update"
I check WCIGF almost daily, and on 8 August 2017, it says Cabinet 22 is “super fast accepting orders”, while Cabinet 23 had this status:
“Engineering Work:
Your area is enabled for Superfast Fibre, but you may not be able to order a service because our engineers are carrying out some maintenance on the cabinet that connects your home. We’re aiming to complete the work as soon as possible, so please check back for an update.”
8 August 2017
Replied to OR asking for status of my enquiry, and also asked for a clarification on why my landline was connected to 23, instead of 22.
10 August 2017 - OR Replied
"Thank you for writing back and sharing this information.
Our team is already dealing with case and there are some records which needs to be updated.
I’d request you to wait till the given timeframe and we will get back to you soon once we receive an update"
Also on 10 August 2017, the WCIGF check on my number, status reverted to:
“Your cabinet is enabled for Superfast fibre however you're not able to order fibre just yet.
This might be because the length of the line is too long to get Superfast speeds. We're actively looking at other options.”
I have a dismal 7mbps broadband speed, and the frustration is real.
If the OR engineer had correctly connected my phone line to Cabinet 22 as per their database, I would already be able to get fibre. Any tips/advice will be most welcomed.
Many, many thanks in advance, and my apologies again for a lengthy post.