FTTC at the cabinet but not available to order

Using the BT Availability Checker tells me that:
xx COBDEN ROAD, MIDHURST, GU29 9JW on Exchange MIDHURST is served by Cabinet 4 with FTTC available
Whereas
xx ST MARGARETS WAY, MIDHURST, GU29 9FQ on Exchange MIDHURST is served by Cabinet 4 with only ADSL+ available. OK the cabinet may be full but there is no indication that is so.

Same cabinet where one address can get FTTC [and has it] but another can't. It should be noted that the property on ST MARGARETS WAY is a new build apartment.

All this matters to me because on the 7 February 2015 I move from one abode to the other. Prepared to go for a new install to avoid any down time. Will be Zen >> Zen.

Now is this a database error and if so how can it be resolved as all I can do at present is to order a phone line with an ADSL+ service?

It could be that the line length is too long for FTTC.

Must be quite a scenic route that the circuit takes as the FTTC cabinet is about a 100 yards away!

What do Zen say?

BT BROADBAND AVAILABILITY CHECKER
Address 1 ST. MARGARETS WAY, MIDHURST, GU29 9FQ on Exchange MIDHURST is served by Cabinet 4

Featured Products


Downstream Line Rate(Mbps)


Upstream Line Rate(Mbps)


Downstream Range(Mbps)


Availability Date
High Low High Low
FTTC Range A (Clean) 80 80 20 20 -- Available
FTTC Range B (Impacted) 80 70.2 20 17.7 -- Available

Ah but it's no 8 we are talking about. Zen say they can only provide ADSL at that address despite protests that I already get FTTC from that cabinet across the road.

Does checker say it is cabinet 4?

If yes probably just a database error that ISP should refer up the chain

In reply to a post by MrSaffron:

Does checker say it is cabinet 4?

If yes probably just a database error that ISP should refer up the chain

A cut and paste says:
Address 8 ST MARGARETS WAY, MIDHURST, GU29 9FQ on Exchange MIDHURST is served by Cabinet 4

The Zen representative wasn't prepared to take it further, only working on her database that said FTTC wasn't available at that address.

Despite Zen's high CS reputation, we get quite a few reports of them just lying down and saying "Computer (BT) says no", or giving up on other problems.

Try again and if it fails then email me with the relevant detail and will pester someone

I just checked them all. Only 1,2,3 and 4 are showing positive.

In reply to a post by RobertoS:

I just checked them all. Only 1,2,3 and 4 are showing positive.

How can I twist Zen's arm to get it sorted or do I give up and choose an ISP that WILL get to grips with the issue?

In reply to a post by trolleybus:

How can I twist Zen's arm to get it sorted or do I give up and choose an ISP that WILL get to grips with the issue?

Andrew (Mr Saffron) has already said he will help if you send him details.

In reply to a post by MrSaffron:

Try again and if it fails then email me with the relevant detail and will pester someone

Noted and if necessary will send PM to you.

Email is best as I can keep track better that way

In reply to a post by trolleybus:

It should be noted that the property on ST MARGARETS WAY is a new build apartment.

How new is the new build and is it actually finished ?

In reply to a post by Taras:

In reply to a post by trolleybus:

It should be noted that the property on ST MARGARETS WAY is a new build apartment.

How new is the new build and is it actually finished ?

Expect to be able to exchange contracts early January 2015 but H&S considerations for actual access to the apartment might push it back a few weeks because of on-going finishing activities to other apartments.

In reply to a post by trolleybus:

In reply to a post by Taras:

In reply to a post by trolleybus:

It should be noted that the property on ST MARGARETS WAY is a new build apartment.

How new is the new build and is it actually finished ?

Expect to be able to exchange contracts early January 2015 but H&S considerations for actual access to the apartment might push it back a few weeks because of on-going finishing activities to other apartments.

so builders and last minute bits are being added. As Andrew said email him the details so that the database can changed for number 4.. good luck with the move

8

Weird how there's such a difference in the ADSL2+ speeds available between No's 1 & 8.

Perhaps the line to No. 8 really does go to Mars and back!

Opps my bad

In reply to a post by trolleybus:

Expect to be able to exchange contracts early January 2015 but H&S considerations for actual access to the apartment might push it back a few weeks because of on-going finishing activities to other apartments.

It strikes me that the BTO database is not up to date, because the phone line hasn't been physically installed yet.

I speak from experience in saying that it can take a long time to get an update to the BTO database to happen.

If the house was not in the database you would expect a different result

Agreed.

With a house that hasn't even finished being built, it might not even be in the PAF yet (known to BT as a bronze key address). It won't even appear in the list of addresses when you feed a postcode into the address checker.

A silver key address (which exists in the PAF but not in the BTO database) does appear in the address checker's list, but will give results that the address was recognised, but that ADSL speed cannot be given.

A silver key address can subsequently be surveyed, and be given a "guessed" setup, which allows for both ADSL and fibre speed estimates to be given as checker results. However, there doesn't have to be a real physical line at the time ... and indeed can be totally bogus data - wrong cabinet, and wrong speeds.

Even once a physical line has been installed, and a connection made (in the "wrong" cabinet and the MDF), and telephone service active, the BTO database can continue with bogus data. The checker can continue to give out the bogus information ... and it doesn't appear to be the provisioning engineer's job to update that database.

I suspect that the OP is suffering from a bad "guess" by a BT surveyor that missed out the fibre possibility.

In reply to a post by MrSaffron:

Try again and if it fails then email me with the relevant detail and will pester someone

Requested information emailed to you.

Andrew did you ever find out why my FTTP install was stopped.
I can email you the info again if need be.

Thanks Paul