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I ordered Fibre Broadband from Sky a couple of weeks ago as I noticed that putting my post code into http://superfast-openreach.co.uk/ showed that it was Accepting Orders. It was supposed to go live yesterday but Sky contacted me to say there was a delay. I have noticed that it now shows Enabled Area as my cabinet isn't ready. Putting my address into the BT Checker at http://www.dslchecker.bt.com/adsl/ADSLChecker.Addres... shows the following. It suggests that work is taking place on the cabinet and Fibre won't be available until the 27th of July. However te speeds look a bit low. Any idea why and how I work out where Cabinet 4 is located?
Address XX XXXXXXXX, FAULDHOUSE, BATHGATE, EH47 9HE on Exchange FAULDHOUSE 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) 34.7 25 7.4 5.7 -- 27-Jul-15
FTTC Range B (Impacted) 27.3 14 7.1 3.3 -- 27-Jul-15
WBC ADSL 2+ Up to 17 -- 10 to 19.5 Available
WBC ADSL 2+ Annex M Up to 17 Up to 1.5 10 to 19.5 Available
ADSL Max Up to 7.5 -- 6.5 to 8 Available
WBC Fixed Rate 2 -- -- Available
Fixed Rate 2 -- -- Available
Other Offerings
Fibre Multicast -- -- -- 27-Jul-15
Copper Multicast -- -- -- Available
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Think this is cab 4
https://www.google.co.uk/maps/@55.827504,-3.707236,3...
Note postcode lookups will be a bit odd as postcode is served by cab 2 and cab 4, but your full address lookup should be correct.
Based on location of cabinet those estimates actually look spot on
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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If this is cabinet 4 then a new Fibre Cabinet was installed down Bridge Street about 6 weeks ago. I assume that they must have had some issues which is why the status for my post code was Accepting Orders but has now gone to Enabled Area.
I take it that the speeds are lowish because of the distance from the cabinet to my house?
Thanks,
Paul
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Correct, the new cabinet will be around 50m at most from that position, so looks to be over a 1km from your postcode
Cabinet 2 is at https://www.google.co.uk/maps/place/Fauldhouse,+Bath...
Cabinet 2 has just gone live, so if using just postcode look ups it may be the status of that one returned. Hence why using house address and postcode or telephone number is the best solution.
Edited by MrSaffron (Wed 08-Jul-15 13:57:19)
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Fibre still hasn't gone live. The info I have been given from Sky is that there is a problem with equipment in the exchange. Openreach were supposed to fix theis on the 29th July. They haven't and didn't bother telling Sky that they hadn't. SKy got the info by contacting them. They have now said maybe the 6th August.
Is there anyway to find out what is actually going on?
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If BT Wholesale checker is showing availability then suggests issue may be the fibre link between Openreach kit and Sky's own kit is the delaying factor.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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BT Wholesale checker states:
FTTC is currently not available on this cabinet due to following reasons:- This cabinet is temporarily unavailable for fibre orders due to necessary repairs..
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I'd take a peek and make sure a car has not recently demolished it, there was one in Staffordshire where this happened last week.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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The cabinet is definitely intact. I pass it every day. I think they must have found an issue early on. I placed order on the 26th June when the status on http://superfast-openreach.co.uk/ was Accepting Orders. By the beginning of July the status on http://superfast-openreach.co.uk/ has changed to Enabled Area.
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I'd take a peek and make sure a car has not recently demolished it, there was one in Staffordshire where this happened last week.
Pattingham I believe.....
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Just had a look at the BT wholseale checker and Fibre is now saying availability 02nd September. I haven't had an update from Sky yet. Are Openreach obliged to let Sky know of this delay, seeing as they have accepted my order and originally stated 07th July as the go live date?
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I got an update form Sky yesterday to say that Openreach have said that they are still waiting for equipment. 2 weeks ago they said that the equipment had been sent to the wrong location. They have also said that they need to make a modification to the cabinet to accommodate a line for me.
As the cabinet has never gone live (orders were briefly accepted, now the checker says it isn't available) this sounds strange. The latest date given is 18th September.
The explanations given by Openreach to Sky don't seem to be consistent. Sky are going to try and escalate to one of their teams to see if they can push Openreach on this. Is there any other way to get a proper explanation as to what is going on? If the cabinet wasn't ready they shouldn't have accepted orders. I placed order on 26th June and was given 7th July as the go live for my line.
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Until the wholesale checker says available little point in worrying.
Providers are well known for mangling things in an attempt to make things sound more human beyond its broke and waiting on supplier
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Faulty headend (exchange equipment) , Waiting replacement from supplier Cabinet availability has been suspended
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That's a big doh, and generally don't find those bouncing around in car boots like line cards for cabinets 
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Thanks for the info Ribble.
Any idea what the lead time for that should be? The updates that they are giving to Sky don't seem to have a proper timescale other than "maybe in a couple of weeks".
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2 weeks seems a good starting point. Hopefully they've diagnosed the problem correctly !
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The last update I got on this was that Openreach ares still waiting for equipment. Can anybody suggest how much longer this should take, or are Openreach just making excuses?
Cheers,
Paul
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I suspect it's still the same. As it's been going on since June I wouldn't even estimate a date to fix.
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I did notice that the information found at https://www.btwholesale.com/includes/adsl/adsl.htm?s... now states that there is a waiting list, as opposed to having a date in the future. Does that indicate that there has at least been some progress?
Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
Availability Date
High Low High Low
FTTC Range A (Clean) 34.7 25 7.4 5.7 -- Waiting list
FTTC Range B (Impacted) 27.3 14 7.1 3.3 -- Waiting list
WBC ADSL 2+ Up to 17 -- 10 to 19.5 Available
WBC ADSL 2+ Annex M Up to 17 Up to 1.5 10 to 19.5 Available
ADSL Max Up to 7.5 -- 6.5 to 8 Available
WBC Fixed Rate 2 -- -- Available
Fixed Rate 2 -- -- Available
Other Offerings
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available
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Nope
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So the latest update from Openreach is that they will provide another update on the 27th of November.
Either they are sourcing this equipment atom by atom, or more likely they are doing absolutely nothing other than providing updates every fortnight.
BT Wholesale says Waiting List with the following text at the bottom:
This PCP has a waiters list for FTTC services. You may place an order which will be dealt with in turn.
WBC SOGEA is currently not available on this cabinet due to following reasons:- Sorry your cabinet is temporarily unavailable, capacity will be restored as soon as possible.
Does this mean that there is a capacity issue? If so I don't see how as I placed the order the day that orders opened.
Is there anyway to get a better update other than waiting every two weeks to be told another update will be made in 2 weeks?
Thanks,
Paul
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Rubble has told you what has gone wrong - as it's an exchange issue it won't just be affecting you or your Cabinet.
A waiting list is supposed to indicate that they expect the problem to be fixed within 3 months. However, that is not a guarantee and after that time any pending orders on the waiting list get cancelled..
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as it's an exchange issue it won't just be affecting you or your Cabinet.
It probably is. As can been seen , the BT supply chain has a fair few breaks in it.
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I think Rubble is a super typo .
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59997/15142kbps @ 600m. - BQM
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Whoops - I blame the iPad autocorrect
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So the latest update. After Sky's order recovery team spoke to Openreach the equipment for the exchanges was repaired. However following that they discovered a problem in the cabinet. Apparently they need a 40km card rather than a 10km card. Both of those distances sound far in excess of what Fibre will work over but I am no expert. They didn't explain to Sky why they didn't realise that they would need the 40km card rather than the 10km one when the order was placed in June. They are hoping to have it fitted by the 29th December with Sky to provide me an update on the 30th.
I am pretty sure there will be more excuses. Does the above make any sense or is it just more excuses?
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The issue isn't particular to your connection, it affects the whole cabinet which is why they have blocked any orders.
The fibre section is from the exchange headend in Bathgate to the DSLAM cabinet , and 40km working distance is normal. From the cabinet to the home it is copper/aluminium.
It appears the SFP was suspected faulty and this is proving difficult for them to replace. In addition the main card in cabinet appearef to be faulty so that has been replaced, so its back to square one again, waiting for the correct SFP
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Thanks for the reply Ribble.
What does SFP stand for?
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small form-factor pluggable (SFP
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Is there any reason why this is difficult to replace? With new locations going live all the time surely they can source a part?
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The BT way, why do it easy when you can do it hard.
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and 40km working distance is normal.
I'm surprised that is the standard. With the placement of most cabinets, I'd have thought the 10km standard would work just fine, with only a few cabinets needing 40km.
For the original poster, there are multiple standards for carrying the signal over fibre - and the one used to communicate with cabinets uses a variant known as 1000base-BX. Most hardware uses pluggable interfaces to determine which variant - which is where the SFP modules come in.
1000base-BX itself can handle different distances, of 10km, 40km and 80km, but requires SFPs with different capabilities.
I guess the delay is because the cabinet came installed with an SFP only capable of 10km, and communication is proving unreliable, so 40km hardware needs to be put in place. I guess it comes down to the cost.
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Hopefully Ofcom make the right decision as to what should happen with Openreach then.
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So the latest update is that everything at the exchange end was installed on Monday evening. The engineers couldn't then check the cabinet as it was too dark. Somebody was scheduled to do work at the cabinet yesterday so Sky have to check for an update on Monday morning and I will get an update on Monday afternoon.
I the cynic in me thinks that there will be some other technical issue that Openreach uncover but fingers crossed!
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I got an update today, and surprise surprise, there is another piece of faulty equipment. Something in the cabinet that they need to source from Huwawei. They will provide another update on the 15th of February.
How is it possible that last June they thought that everything was ready to go as they were accepting orders, but once an order (possibly more) was placed they discovered technical issues. When they resolve this latest issue (not holding my breath that will happen in February) that some other fault will exist with another piece of equipment. Surely there are better ways to do this than wait for spares whilst presuming that everything else will be OK?
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Is it possible to log a complaint with Ofcom about the shambolic processes that Openreach seem to operate with. It seems ridiculous that Openreach installed the cabinets and started accepting orders last June and that pretty much every piece of equipment in the chain is faulty but it is taking months to resolve.
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If you are addicted not only to the pain experienced when banging your head against a brick wall, but also to its enhancement when you then scrape your forehead across the bricks ....
Though what you are experiencing sounds much like the mental equivalent, not chosen by you.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59997/15142kbps @ 600m. - BQM
Edited by RobertoS (Mon 11-Jan-16 11:54:20)
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That sums it up!
I can't understand how 3 different pieces of equipment are all faulty and that they are only now finding this out. If the story isn't just made up as an excuse for not getting this live!
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It's actually worse than that !
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Ribble
I don'st suppose you know what the piece of equipment that is now faulty is. I have been told that they need a replacement from Huwawei. If you do know, when this is replaced, is there anything else that could be faulty or should this mean that my Fibre can then go live?
Thanks,
Paul
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The wrong SFP was sent. There seems to have some confusion about the correct item, plus it may have been mislabelled, presumably from the supplier. Given the timescales already encountered it looks like back to the waiting game.
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Thanks for the info.
I won't gold my breath for a quick resolution.
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Ribble
Is the cabinet active for any customers? According to http://superfast-openreach.co.uk/where-and-when/defa... the status is Accepting Orders but states "Your area is enabled for Superfast Fibre but demand is high on your cabinet right now. This means you may not be able to order fibre today but we're working to increase capacity. Please check back for an update."
My order was placed back in June, but shortlly after the status changed to suggest that orders weren't being accepted.
Seems strange that orders are being accepted when there seems to be no real timescale of when it can go active.
Thanks,
Paul
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Is the cabinet active for any customers?
I believe it's blocked for all orders.
I always thought the where and site was waste of time anyway, never use it.
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I'm waiting for Cabinet 4 too though I get a better predicted result as I'm further up Bridge St. Playing around with a few addresses in Fauldhouse shows Cabinets 1,2,5 & 6 are all up and running. Surely Fauldhouse city centre should be done by now! 
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PastyMan
What ISP are you with? Have you been able to place an order? If so, what reason (or made up excuse) have you been given for the delay? The official line given by Openreach to Sky about more faulty equipment, is different from what Ribble has provided which is that they have the wrong equipment.
Thanks,
Paul
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This question isn't just for Ribble.
I was advised that the Openreach engineer was in the Fibre Cabinet on Friday to find thta there was still a problem. I was out on Saturday and phoned the landline from my mobile. My wife couldn't hear me and I could hear other voices.
The same happened on Tuesday when my wife phoned from her mobile to the landline. She tried it again when she got home. First call she heard Yorkshire accents, second people seemed to be speaking French. We have only experienced this on incoming calls to the landline, and it isn't every time.
I don't know exactly what the Openreach engineer did on Friday, and I would have thought that if they were only accessing the Fibre cabinet, not the PCP (which I don't know if they were or not) it shouldn't affect the landline. However, as the fault only started happening after the Openreach engineer accessed the cabinet I am suspicious that this has something to do with it.
I have reported the issue to Sky who ran a line check which passed. They got me to check with a corded phone etc, but the fault was still ther. They are sending an Openreach engineer on Friday.
Can anybody offer any thoughts on whether the access to the cabinet on Friday could be related?
Thanks,
Paul
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I think you can rely on Ribble's information being more detailed than Sky's.
What they are calling faulty equipment may well be the original problem. If the replacement sent were incorrect as Ribble says, all Sky would see would be a slippage of the fix date.
Even if the original was the incorrect item, similar logic applies.
Many years ago I knew a man who had a brand new 4.2 litre Jaguar XJ6. After a fairly short time the gearbox failed. So did the replacement. And the third one.
The fourth time, instead of taking it back to the dealer he took it to an independent Jaguar specialist, who diagnosed it quite quickly.
The car had been built at a time when Jaguar were having all sorts of problems. When the time came on the assembly line for the gearbox to be fitted, what arrived was the one for the 3.2 litre engine. It just couldn't cope with the torque.
The dealer had been ordering replacements based on the part number on the gearbox, not from the catalogue. The specialist ordered the correct gearbox and all was well.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59997/15142kbps @ 600m. - BQM
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Can anybody offer any thoughts on whether the access to the cabinet on Friday could be related?
Not related
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I am not doubting Ribble's information. The information Sky have provided has coe straight from OpenReach. I just don't like the fact that what OpenReach are reporting to Sky isn't the entire story.
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Any thoughts on what could cause this behaviour. It just seems rather coincidental on the timing.
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If only happens on incoming calls, specifically from your mobiles, then suggests an issue in the CP (sky or BT) or mobile network.
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PastyMan
What ISP are you with? Have you been able to place an order? If so, what reason (or made up excuse) have you been given for the delay? The official line given by Openreach to Sky about more faulty equipment, is different from what Ribble has provided which is that they have the wrong equipment.
Thanks,
Paul
Currently with EE and previously with TalkTalk. Neither say fibre is available or let me place an order but both had options to sign up for notifications when it became available... I've never heard from either! (apologies if this posts twice as I thought I'd answered earlier)
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btw just checked BT DSL checker this morning and fibre is now AVAILABLE! Going via the EE website howver it says fibre is not available, maybe it doesn't do a real time check but caches details? Anyway, looks like some progress.
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Ribble the information on the BT Wholseale checker (and http://superfast-openreach.co.uk/where-and-when/defa... has been updated. Now shows available. Can you confirm this is correct? Fibre previously said "Waiting List"
Info shown as below:
Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
Availability Date
High Low High Low
FTTC Range A (Clean) 80 68.2 20 20 -- Available
FTTC Range B (Impacted) 80 62.1 20 19 -- Available
WBC ADSL 2+ Up to 8 -- 5.5 to 12.5 Available
WBC ADSL 2+ Annex M Up to 8 Up to 1 5.5 to 12.5 Available
ADSL Max Up to 5.5 -- 4.5 to 8 Available
WBC Fixed Rate 2 -- -- Available
Fixed Rate 2 -- -- Available
Other Offerings
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available
Thanks,
Paul
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Didn't seem right to me
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I just checked with Sky who have said that the Openreach system says that they will provide an update on 21/01/2016 which has changed from 15/02/2016.
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Sky gave me the update from Openreach. There is no update. We are still working to the 16th February date originally communicated.
I don't know why they bothered with an update. I also don't know why the systems show that they are accepting orders. They accepted my order last June and I am still waiting. I would have thought that they would wait until they were in a position to provide the service before taking any orders.
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I have just had the latest update on this. Apparently there is a capacity issue. Another update will be provided on the 24th February.
Checking the BT Wholesale checker shows:
Address xx WILLOWBRAE, FAULDHOUSE, BATHGATE, EH47 9HE on Exchange FAULDHOUSE 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) 34.7 25 7.4 5.7 -- Available
FTTC Range B (Impacted) 27.3 14 7.1 3.3 -- Available
WBC ADSL 2+ Up to 17 -- 10 to 19.5 Available
WBC ADSL 2+ Annex M Up to 17 Up to 1.5 10 to 19.5 Available
ADSL Max Up to 7.5 -- 6.5 to 8 Available
WBC Fixed Rate 2 -- -- Available
Fixed Rate 2 -- -- Available
Other Offerings
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available
http://superfast-openreach.co.uk/ also claims accepting orders.
Is there a chance that something is out of sync here? The reasons for delay seem to keep changing. If there was an issue why would others be able to place orders?
I am hoping that MrSaffron or Ribble can offer some form of advice as this is absolutely ridiculous.
Thanks,
Paul
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Well the BT Openreach Where and when page says that number 1 of your postcode is down as 38.96Mbps (down stream) and 10Mbps (up stream).
And their speeds are higher than what it says on the BTW Checker.
It might be where they are doing checks over time and the estimated speeds are updated to reflect those results, jut like our ADSL2+ connection which gets an average of 5.2Mbps is now listed as 4.5Mbps on the BTW checker.
Now as a capacity issue the BTW checker stats this to be true, however the BT Openreach Where and when pages doesn't report this and I know they have done in the past, so either its now sorted and BTW is yet.
Just have to wait and see.
Paul
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I was due an update on this yesterday and I got one. Openreach have activated the Fibre! The only problem is that my router (Sky Q Hub) shows a solid amber colour on the internet LED. If I log into the router the modem section shows connected and the up and downstream rates (39xxx down and 9xxx up, can't remember the exact values).
I have reported to SKy how have arranged for a fault engineer to look at it tomorrow afternoon. Can anybody suggest what they may done?
Thanks,
Paul
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Can anybody suggest what they may done? If you have sync but no internet access that sounds more like an ISP issue with the login than a BTOR one to me...
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Apparently Sky have checked everything at their end and can't find any fault. That is why they have booked an Openreach engineer for tomorrow,
I was hoping for a quicker solution as yesterday morning I had working ADSL brodband, but yesterday afternoon I have 'active' Fibre that doens't allow me to use the internet.
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I agree that it's not likely to be an Openreach issue if you have sync as that means you're connected to the cabinet. The only issue I can think of that it could be is that you're not connected to the correct port on the DSLAM in the cabinet.
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A colleague said that he had the same issue when he got Fibre. Openreach did something at the cabinet but he doesn't know what.
It is just frustrating that Openreach have a made a complete mess of this order from start to finish. 8 months to get me 'active' and when they do they connect me to the wrong port and I am left without internet. If only I could raise a complaint with OFCOM.
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I had a problematic order with Zen that took around 9 or 10 weeks to resolve.
When I ordered, Zen created login details for me on their RADIUS server.
When Openreach finally got the line installed, modem synced fine but no internet.
At the time, Zen were telling me all was good their end and problem must be with Openreach. After a bit of waiting and discussion I finally managed to convince Zen to recreate the account on their RADIUS server and that resolved it.
My only explanation was that due to the significant delay on the order, the RADIUS server login credentials must have timed out or something or maybe they didnt do it correctly first time but the key was I could see from my modem logs that everything was syncing but the authentication was timing out. Sometimes its all too easy for the ISPs to blame Openreach.
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I have had a look at the router log but it doesn't say much. Last entry is the sync speeds. Hopefully I'll get a resolution tomorrow.
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I was due an update on this yesterday and I got one. Openreach have activated the Fibre! The only problem is that my router (Sky Q Hub) shows a solid amber colour on the internet LED. If I log into the router the modem section shows connected and the up and downstream rates (39xxx down and 9xxx up, can't remember the exact values).
So the speeds I quoted was not that far off
I have reported to SKy how have arranged for a fault engineer to look at it tomorrow afternoon. Can anybody suggest what they may done?
Like others have already said it looks like an ISP issue, or an issue between your exchange and the ISP's network, I say this due to you have synced up fine around the speeds that I said the BTOR Where and when page said you would get, so that is saying that your connection from your building and the exchange is fine, so that leaves a possible issue between the exchange and the ISP Network (maybe a routing issue), or a software glitch on the ISP side.
Paul
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It is now working (although as I am at work I am not there to see it for myself).
Openreach engineer phoned me to tell me that I had been plugged into the wrong port in the cabinet, it was in some sort of dummy port.
After this experience I have to say that Openreach are pretty useless.
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Huzzah! I was right  Glad you're up and running.
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As of this morning I have no internet again. I am seeing the same solid amber on the internet connection I was last week. Everything was fine when I went to bed last night, but it wasn't working this morning. I doubt Openreach were out during the night to disconnect me from the correct port. Amy suggestions as to what may be wrong? Sky have run all of their checks and can't find any issues so say Openreach need to come out and somebody needs to be in the house.
Cheers,
Paul
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Engineer cam out and couldn't find a fault. He got the profile rebuilt and it is working again.
Can somebody explain why this would be required and if this is likely to happen again?
Thanks,
Paul
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And it is broken again!
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A faulty DSLAM that isn't properly retaining a configuration that includes your port?
When you say the engineer couldn't find a fault, do you mean that he plugged a JDSU into your line, and it synced without him needing to rebuild the profile?
Or just that he couldn't find a reason in the copper line itself?
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