Now I am BT FTTP customer my phone number is not recognised?

Afternoon all,

I wonder if anyone can help me with this, I have in the past I believe seen similar issues posted here.

Since I became an FTTP Infinity 4 customer, my telephone number is now not recognised as being just that.

For example any website that offers to return results of available broadband only returns ADSL service being available at my property, including BT's retail and Wholesale checking tool.

Which brings me to my problem, I have been trying to order BT TV Ultra HD but I cannot as it checks your telephone number to see if you have a suitable broadband connection, and according to the registery I only have a 5mb ADSL connection. (which is what I had before FTTP)

I have called BT 7 times about this issue, and now I am being quoted 18 working days before someone will even look at this issue. Ontop of the 2 months I have already been pursing this. Goes without saying trying to explain the problem to BT retail in the first place is no easy feat.

Can someone please help or direct me accordingly I would be very grateful indeed.

Thanks

So you have BT Infinity 4 already?

Are you ringing BT sales or the BT premium support number that Infinity 4 is supposed to have?

In reply to a post by MrSaffron:

So you have BT Infinity 4 already?

Are you ringing BT sales or the BT premium support number that Infinity 4 is supposed to have?

I already have Infinity 4 (18 months now) and I am ringing the dedicated Fibre to the Home team who are far better than the sales or retail lines. But they just cannot do anything as they its not a broadband issue.

Do you have a FVA number?

I have both a standard geographical number and a FVA number (both work and the phone rings when dialled)

Thanks

Never tried fixing issues like this, well its not a fix its more bang two heads together in BT Retail, but email me [email protected] with your details and will pester people to figure it out and get in touch.

Which BT TV package is it you are after?

I wonder if it is only available via multi-cast. From the cabinet that you aren't going through for broadband.

Multi-cast is available over GEA-FTTP platform, my guess is that the same way the BT Retail site sometimes breaks by not showing Infinity 3/4 options that someone has broke something again, i.e. this is a 1% of a 1% scenario request and thus probably not on the crib sheets

In reply to a post by MrSaffron:

Never tried fixing issues like this, well its not a fix its more bang two heads together in BT Retail, but email me [email protected] with your details and will pester people to figure it out and get in touch.

Which BT TV package is it you are after?

Thank you !! I have all the details inc a VOL ref number in which the problem is well documented with BT (they read the ticket out to me each time I ring for an update).

BT Total Entertainment - UHD STB - inc BT Sports etc

Hi

Did you get this resolved back in Jan as I have the same problem.

I have infinity 3 and spent nearly 3 weeks trying to order BT TV and ended up speaking to the dedicated FTTP/FTTH people who processed the order manually, but it was a pain

The kicker was that when I received the BT TV box, I discovered that without a BT Homehub ( I'm using an Apple Airport Extreme ) the BT Sport channels don't work LOL

Si

Unfortunately the underlining problem remains, my telephone number is not recognised with BT or any ISP for that matter therefore I am unable to order any products from BT as during the ordering process validation takes place as to what services you already have and what are available for that line, of course this fails for me every time.

That said after persisting continually with complaining they actually send me a BT TV UHD box, by circumventing the ordering system. Of course upon arrival nothing other than the Freeview channels worked as all of the internet channels i.e., everything else didn't work. As again there needed to be validation against the speed of your broadband or some handshake to take place, after two weeks they managed to manually to switch on all the channels so I am now fully working.

However I signed up for £10 per month Total Entertainment, now the battle is getting them to charge me just that as after all of this I am being charged individually for all of the separate components that make up the TV package.

So 3 months from the initial point I wanted to place an order, the underlying problem remains and albeit by hook or by crook I actually have BT TV.

I use the HH6 (Smarthub) so don't have the your problem, however that is very interesting as I was thinking of changing it for a Billion so this very useful indeed. Thank you.

Billipm routers work with BT TV, as do a number of others.

They need to allow IGMP snooping I believe.

In reply to a post by lee111s:

Billipm routers work with BT TV, as do a number of others.

They need to allow IGMP snooping I believe.

TV requires the router to be an IGMP proxy.

You might need to enable IGMP snooping on any switch you use in order to stop ports who do not wish to participate in multicast traffic (such as those connected to a wireless access point) being flooded with unwanted multicast traffic.

In reply to a post by colbird12:

Unfortunately the underlining problem remains, my telephone number is not recognised with BT or any ISP for that matter therefore I am unable to order any products from BT as during the ordering process validation takes place as to what services you already have and what are available for that line, of course this fails for me every time.

BT are aware of the phone number issue in checkers, I have had the same issue since our FTTP and FVA was installed end of last year.

BT told me the following:

Its where BT's database no longer lists your phone number as being linked to the copper line and all the DSL Checkers use that information when you do checks via phone number.

And that they are working to resolve that issue.

The same thing is, if a BT Customer on FTTP decided to move to another ISP that does FTTP they might only do checks via phone number, this will fail with an unrecognized number error message, possibly halting the progression in the move.

Paul