'Capacity for fiber full at the exchange'

I'm just about to move house and have put in a move request with my ISP (Plusnet) to get me onto shiny new fiber. I'm currently on an EO line, so I've been looking forward to the dizzying heights of 80/20(ish)
However, Plusnet have just got back to me to tell me that the order has been cancelled as the "capacity for fiber is currently full at the exchange'. Does anyone know what this actually means, and more importantly, is there anything I can do about it?
Is the FTTC cab full? Or is the local exchange full? I believe the fiber terminates at a different exchange, but surely it's capacity at the cabinet that's important?
I'm moving into a new build, so the line isn't currently live.
Exchange is SLRY and the cabinet is number 24.

It'll be the cab not the exchange.

Can you use the address check here http://www.dslchecker.bt.com and post the results?

Can you also check the postcode on the Openreach when and where site and let us know the status of the cabinet and any information displayed about it on the Openreach site.

It must be a brand new cabinet is it? It doesn't show up on codelook.

Edited by deleted (Wed 15-Jun-16 18:52:59)

The cabinet I expect.
what is the result from https://www.dslchecker.bt.com

That's what I thought. The cabinet has been around a while, but it's not there on codelook (the one place I forget to look). The house is one of the last on a multi phase development, so the cab could actually be full.
The OR site says accepting orders and doesn't mention anything about capacity.
The BT checker has the following (sorry for the dump!):

Address xx SHEPHERD WAY, BARNSLEY, S71 4FX on Exchange ROYSTON is served by Cabinet 24
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availibility Date

WBC SOGEA Availibility Date

High Low High Low
VDSL Range A (Clean) 80 70.8 20 20 -- Available --
VDSL Range B (Impacted) 76.8 45 20 11.5 -- Available --
ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date


WBC ADSL 2+ Up to 16 -- 8 to 19.5 Available --
WBC ADSL 2+ Annex M Up to 16 Up to 1.5 8 to 19.5 Available --
ADSL Max Up to 7.5 -- 7 to 8 Available --
WBC Fixed Rate 2 -- -- Available --
Fixed Rate 2 -- -- Available --
Other Offerings




Availability Date


VDSL Multicast -- -- -- Available --
ADSL Multicast -- -- -- Available --
For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For VDSL or G.fast Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Jan-2013; the Formal Retirement date for IPstream is from 30-Jun-2014.

Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number, NAD, UPRN or Access Line ID (ALID) check.
Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.

The DP is external to the end user premises.

Thank you for your interest.

You'll need to take it up with Plusnet I think.

All roads point to there not being an issue with capacity.

If Plusnet can't get an order in for whatever reason, I'd look elsewhere.

They've asked me to call them, but I thought I'd check on here first to see what the situation is.
There's obviously an issue somewhere, but the cab looks fine and I can't believe the local exchange has run out of phone lines (especially when the cabling has already been run to the house).
Is it possible to sign up to a new supplier during a house move?!

In reply to a post by gromit69:

cabling has already been run to the house).
Is it possible to sign up to a new supplier during a house move?!

Only by completely terminating your existing service. You can't migrate your broadband to a new supplier at a different address.

If you do terminate it does mean you could look at all the current deals, and also TopCashBack and Quidco. You might make a killing.

Hmmmm.... I assume I'd lose my phone number?

Quick update:
Spoke to Plusnet who say it's a cab capacity issue, so I could get a normal line with ADSL2.
However, I've just spoken to the folks at Pulse8 - apparently the Royal Mail post code checker is also used to order fibre. The address exists with BT, but not with the Royal Mail yet. Seems a bit crazy, but crazy enough for BT!

There are no capacity problems at this cabinet

I assume it's a new build you are moving to. I'm moving to a new build later this year and BT have had the postcode of the house since January but it doesn't exist in the Royal Mail database yet.

I spoke to the developer about when the postcode becomes live because Sky won't do a house move install unless there is a valid postcode and I was told they normally advise the Royal Mail once they have a firm completion date for the property.

@Ribble
Sir, you are a star. Thanks

Simon, That's exactly what's happening. There's a BT master socket in the house, so BT have been in and the address appears in their checkers. But the address doesn't exist with the Royal Mail yet.
I've just asked the developer when the address will be submitted. Though I wonder if BT will process a fibre install manually without the Royal Mail address.

You may not be able to use this as you haven't moved in yet but it might be worth giving this a try.

Just spoken to Plusnet again.
Apparently OR rejected the fibre order as the line is coming up as being exchange only. Whilst this is entirely possible (the house will be nearer to the exchange than the cab), it's all a bit confusing as the BT DSL checker is coming up with a cabinet.
Though there is supposed to be some sort of EO solution being put in via the South Yorkshire BDUK scheme later in the year...
*confused face*

You need to share with someone the postcode so some of our own hunting can be done.

S71 4FX - I'll PM you the house number if that helps too (it's in the BT DSL checker dump above)
And thank you

Okay yeap it is a new postcode, and suspect this is the root problem i.e. Openreach and Wholesale are happy, but providers own systems (e.g. PlusNet are probably tied to Royal Mail to ensure router dispatch and credit checks etc) are failing for now. This may or may not be apparent to the call centre staff - need to get through to someone who knows that new properties don't always appear in the Royal Mail database for a while.

As has been said, going with a different supplier and using top cashback might see you phone and bb costs reduce to not very much at all

In reply to a post by gromit69:

Just spoken to Plusnet again.
Apparently OR rejected the fibre order as the line is coming up as being exchange only. Whilst this is entirely possible (the house will be nearer to the exchange than the cab), it's all a bit confusing as the BT DSL checker is coming up with a cabinet.
Though there is supposed to be some sort of EO solution being put in via the South Yorkshire BDUK scheme later in the year...
*confused face*

They will be looking at what you see if you use the phone number checker option of the DSL checker you used for the address. The line above the estimates doesn't show a cab number for EO lines.

I think this is what confused me. As there's already a line in the property, I'd expect the DSL checker to be reasonably accurate as to how it's wired up (especially as it's new data).
Part of me wondered if there was some confusion about the fiber order, and it was checked against the phone number as it is at the moment (which is EO).
However, I've gone ahead with a standard ADSL2 service for the moment, with the option to upgrade to fiber once the number is associated with the new line.

I had the same sort of thing happen, checker showed fibre and cabinet 25, order went through as the line was disconnected and said I need one installed, OR came to install, said the line was EO, but the pole was run through cabinet 25.

OR engineer put a new line in from the drop wire, took 3 hours.

Sorry, I got confused. It's a new build property you said. Unless it is the show house then it won't have a number on the line. If your number that will be going onto it is being used for ordering at that address then it will give garbage - that is, the estimates for where you are now.

If anyone is interested in keeping up with this one, I've had movement..
Literally, I've moved. Open Reach turned up yesterday and activated the line with ADSL2. Nice and stable 20/1
The DSL checker has updated overnight for the phone number and is now displaying the cabinet and that FTTC is available. I'll be giving Plusnet a call later to upgrade to 80/20. Exciting stuff!