Possible fibre or EO line?

I've been waiting patiently for fibre and was excited to see a green fibre cabinet being worked on around 100m from my house over the last month or so. I just found out this week that it has gone live and one of my close neighbours has got it on order. However, I am unable to. When I enter my postcode into any checker it says that I can get it but if I enter my phone number it says no. I've tried calling BT and they couldn't tell me anything. This is what I get on the dslchecker.bt.com checker when I use the full address inc house number -

Address xx, UPPER COLL, ISLE OF LEWIS, HS2 0LT on Exchange BACK is served by Cabinet 4
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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 74.4 20 19 -- Available
ADSL Max Up to 2.5 -- 1.5 to 5 Available
Fixed Rate 1 -- -- Available
Other Offerings
Fibre Multicast -- -- -- Available

However, when I check with the phone number, this is what I get -

Telephone Number 01851xxxxxx on Exchange BACK
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Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

ADSL Max Up to 3 -- 2 to 4 Available
Fixed Rate 1 -- -- Available

The address checker suggests that I am connected to the cabinet but the phone number checker seems to suggest that I am direct to the exchange. Does this mean that I just won't be able to get fibre or is there anyone else I can contact to find out more? Any advice or opinions appreciated! Thanks.

Order a new FTTC line based on your address (with new phone number etc).

If the order goes through, cease your existing line.

Seems a simpler plan to me than the alternative, which is chase BT for months to get the issue with the checker resolved before anyone will take your order.

If that works and is installed then the OP can then switch the actual numbers over to retain the old one if it is important or one that is well used.

I had thought of that, it could be worth a try. The problem is that I only moved to this house 3 weeks ago so I have just signed up to 12 months contract for phone and broadband. That means I don't think I could just cease it. If it is just a problem with the checker I hope they will get it resolved sometime. I hope it's not an EO line as I am quite far from he exchange and get less than 3mb here.

Have you tried talking to the ISP? Some are better than others and if they are willing then they should be able to put through a manual order despite the number checker.

I did try to call BT once yesterday but the person I spoke to just advised that basically if the checker says no then it's a no. She wasn't really very helpful and didn't seem to know much about it. I tried as suggested above to see if I could order a new line based on my address but it won't. The initial checker says I can get it and let's me choose my broadband and to package but when I get near the end it fails saying that I can't get infinity. I'll be gutted if I can't get fibre as one of the pluses of moving to my new area was that fibre was going to be here soon. I've gone from a good 8mb connection to around 3mb here and struggling with things like Netflix. I was also wanting to sign up to the top BT TV package instead of Sky.

Try the online chat with BT and see if it gets anywhere. If not, then you can always try emailing the CEO - that has worked for some in the past.

Looking like a data error in openreach . PCP 4 was installed to convert e/o lines for FTTC ( its an all in one PCP fibre cabinet)
Your ISP should be your 1st port of call but you've tried that and most just shrug their shoulders. 2nd would be your BDUK authority as they part funded it. 3rd. Try to escalate to openreach directly. There are contact email address if you search the internet, even if you have to go to the ceo.

Are you with Sky broadband at the moment?

Thanks Ribble. No, RobertoS, I'm with BT for phone and broadband. I just moved into this house around 3 weeks ago so signed up for phone and standard broadband as it was all that was available at the time. The fibre in the area has just gone live since then.

How long ago did your phone line become active? The update to the number database to reflect your location can take a few days, or fail. It would therefore show the situation at the location the number was last used.

The phone line has been active for 20 days now. I sent a message to openreach on their contact form and got a reply this afternoon - very quick! I also spoke to a local Openreach engineer (someone I know very well) and he says he also also heard about someone else on my street in the same boat as me. He says it looks like the contractor has not routed all the lines in the area through the cabinet which he thinks they were supposed to do. He reckons it will be sorted but he said he will try to find out more within the next week. So I'll keep my fingers crossed! Here is the reply I got from Openreach -

Thank you for taking the time to contact us.
You are connected to BACK exchange directly and not through a cabinet (an EO line)
We are continuing to build our network to cover many more areas all the time. We believe this is the fastest rollout of this type anywhere in the world.
I would like to reassure you of our ambition to bring superfast broadband to as much of the UK as rapidly as possible. We are pushing ahead to complete one of the most ambitious and largest rollouts of fibre broadband anywhere in the world. Our £3bn investment coupled with the government�s BDUK programme means fibre currently passes 80% of homes and businesses in the UK. We are working in partnership with the majority of councils across the UK to increase the fibre broadband footprint to over 95% by 2017.
We appreciate that this is frustrating, however, the government BDUK project have plans to bring fibre into your area so please visit http://superfast-openreach.co.uk/rural-broadband/ (which covers non-rural addresses also) for an update. It�s where we publish the very latest fibre coverage information and we update it weekly.
I hope this can help you understand that we have a real commitment to delivering superfast broadband to the people and businesses of Britain.
I am sorry that we have not yet provided you with this service.
Thanks and regards

Why don't you contact Nick Scroggie at Highlands and Island Enterprise. He's the man who is active in the BDUK arena here and who will give you all the info that you require I should think. Contact details below.

Caley.

01463 244376
[email protected]

Thanks for that, I will send him an email.