Fibre Available - SKY / BT say its not!

Hi all,

I would be really appreciative if someone could help me. SKY / BT advise that fibre is not available at my address, however residents in my block of flat have fibre. It's a newly built high rise in Canary Wharf and I believe fibre availability records have not been updated / updated incorrectly.

My address is: Flat 409, The Landmark West Tower, 22 Marsh Wall, Canary Wharf, London, E14 9AF.

Somehow the other residents have persuaded SKY / BT to send an engineer out and have had it installed. I need to prove to them its possible, but I am really struggling - was on the phone to them for an hour trying earlier.

Any suggestions would be fantastic!

Thanks in advance

James

Get a neighbour address that has it , next door if possible, and use that as evidence. Get 2 to 3 addresses around you and go back to your isp. They should have a process to fix

As you said just loking at your flat on the bt address checker, all the flats can order fttp, but you can only order adsl.. bummer. You need to get your isp to get the bt line db fixed.

Edited by iand (Wed 28-May-14 20:46:23)

Thanks for your reply Iand. I'm trying to get hold of the people that have fibre. I found out earlier on our residents community forum - so will try to acquire their address. The telephone operator was trying his upmost to help - but conceded most operators will just follow whats on the system and it'll be difficult to get them to deviate...but I'm not going to give up. Are there any online tools that I can get useful information to add weight to my case, i.e. local cab thats enable that feeds my address etc etc

Thanks,
James

I just did an address check flat 408 can get FTTP


Address FLAT 408, LANDMARK WEST TOWER, 22 MARSH WALL, LONDON, E14 9AF on Exchange POPLAR
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

WBC FTTP Up to 330 Up to 30 -- Available


lookup tool - https://www.btwholesale.com/includes/adsl/main.html

Edited by deleted (Wed 28-May-14 20:37:41)

Thanks for your message tthom. So my next door neighbour can get fibre but I can't - this certainly seems to be some kind of mistake on the records held by BT Openreach then.

I guess i'll have to try and convince my ISP that I can have it. The problem is when you speak to these guys, they just go by whats on their screen and don't deviate from their script...

This is really helpful though, thanks all for contributing to my issue.

I currently get 2Mbps from an estimated line speed 2-12, so the very bottom...to compound my issue, I work for a bank and need a fast internet connect to perform my out of office overnight / weekend batch maintenance. Attempting this with current set-up is suicidal!

Cheers,
James

No worries hope you get it sorted buddy

In reply to a post by tthom:

I just did an address check flat 408 can get FTTP

So can flat 410 and every other flat, it seems. Quite bizarre.

Not aware of Sky selling fttp at all which would explain their confusion

There's 94 addresses for your postcode, give me 15 minutes or so and I'll know how many can get what.

Go for it - thanks very much. That will be useful in my quest to get my service!

As I said there are 94 properties listed for your postcode.

2 are connected to cabinet 57, one of these is Lift 1, the other is just listed as Landmark West Tower, with only ADSL available.

That leaves 92 properties, all exchange only lines, all except yours and one other (shown simply as Ground Floor, Landmark Tower) can get FTTP.

Clearly a database error.

I'll send you a PM.

That's exactly the info I needed pal. You people are amazing - I can't thank you enough.

I should have dug deeper three months ago when I moved in!

Cheers

James

2 PMs sent - you'll get no email notification (unless you've enabled it), look for the little envelope by Forum Index at the top.

I bet you wished you moved into a different flat though

Edited by R0NSKI (Wed 28-May-14 23:18:50)

does that mean if an address is showing for FTTP, it can only be provided with FTTP and not FTTC?

In reply to a post by iand:

does that mean if an address is showing for FTTP, it can only be provided with FTTP and not FTTC?

Yes.

Unless BT decide to introduce 'FTTCoD' (Which is only suggested in jest!)

ok need to find some houses where FTTP is the only service, move to said house (skipped the buy) and then get work to pay for the only broadband service available 330/xx Yepee !!!!

That was the first thing I thought of but then as this is an address specific error, I assumed that the OP realised what personal information he/she was giving and hence was cool with this.

Sometimes to fix an issue, exact information is needed, which I see the others on this board have used to supply an answer. I suppose the original question could have been framed like (My Aunt lives at xxx address and I am trying to help get .....)

Guys I do not care about giving away my address online - its really not a problem. I'm only living here for a short period of time.

So, I spoke to SKY earlier. They confirmed that 93/94 homes at my postcode are eligible for FTTP. However, when they done an address check against any of the other 93 eligible premises, fibre with themselves wasn't available. They believe the FTTP line only to be serviceable by BT - which I find strange as its an Openreach network, which should be serviceable with any of the ISPs which can piggyback on it.

They were also very reluctant to contact Openreach and advise an error is likely to have been made with my address being the only 1 in 94 not eligible for FTTP - they said it wasn't in their interest to do that because the checker in their eyes was correct - it advised that they could only provide broadband as they were not able to service FTTP. Essentially because they can't provide FTTP / FTTC to the address. After a while, they gave in and in the process of contacting open reach to get the record updated. We'll see if this comes to fruition.

In anycase, it looks like I'll have to terminate my contract with SKY and move to BT if they are the only provider that can service the line. I'll call BT to confirm this and let everyone know what happens.

If anyone has any ideas or wisdom on this subject, let me know.

Thanks all for your interest.

James

In locations where fttp is the only openreach faster service offered then

40, 80, 110, 220 and 330 Meg services are available on a 12 month contract and standard ~£90 install fee

In anycase, it looks like I'll have to terminate my contract with SKY and move to BT if they are the only provider that can service the line. I'll call BT to confirm this and let everyone know what happens.

Plusnet, and some of the smaller niche business ISP's can provide service, Zen and A&A I think.

They believe the FTTP line only to be serviceable by BT - which I find strange as its an Openreach network, which should be serviceable with any of the ISPs which can piggyback on it.

Sorta, it's more a case of Sky and Talktalk not, as yet, buying in to this type of service, their choice.

Those are the Openreach >> CP contracts aren't they Andrew? The CP/ISP >> customer can be longer. Particularly the big boys such as BT Retail.

(Posting to clarify that for potential buyers).

In reply to a post by jbishop:

If anyone has any ideas or wisdom on this subject, let me know.

It's a database error (probably caused by a previous tenant)!
However, that doesn't excuse Openreach for not checking that the address and postcode do not match and fixing the error.

I searched on other postcodes within your block and found this;

Address FLAT 409, LANDMARK WEST TOWER, 22 MARSH WALL, LONDON, E14 9AH on Exchange POPLAR

Try ordering FTTP using the above (incorrect) postcode.

Good Luck!

Edited by JimmyBoy (Fri 30-May-14 04:53:17)

Yes that is openreach so 18 months is common to cover router costs etc

Well done, nice work! That should cheer the OP up!

Even more amazing is someone quoting the original message with the address.

Sorry for the late reply all.

I tried numerous times to get BT to contact Openreach and update this postcode error without success. Reasons being told, possibly its a capacity issue (not enough fibre lines) and other BS...

anyway...I decided to use my alternative postcode (which was suggested on here) and bang...got an order for fibre.

Thank you all for help

I am one happy man

James