Unable to order fibre due to LLU line?

Hi,

We live in a rural area but recently the village has had a new FTTC cabinet installed and connected. It appears that due to our existing Broadband being an LLU connection through Xilo to TalkTalk, we are unable to order a new fibre connection. If I use the postcode and address on the OpenReach checker then it shows we should be able to get 38mbps. If I use the phone number, it says unfortunately I can't place an order and that BT are investigating options. I've tried talking to BT twice but to no avail. Neighbours around us are all able to place orders, which is more than a little frustrating.

Can someone advise on how we can get things moving please? We would even consider cancelling our existing account and doing without the internet at home for a couple of weeks! Many thanks for any advice you can offer. Mandy

The most obvious reasons is that talk talk do not have GEA fibre link cable in the headend exchange.
BT wont recognise the TT number, so they would have to take over the line to provide service.
Out of curiosity, what does Sky show available to you?

Thanks for the response. Sky state that "sky unlimited broadband is not available to you".

Any suggestions on the simplest way to get BT to provide a fibre package? Should I cease the Xilo/TalkTalk package?

Thanks.

You just need to go through the BT online ordering and pick the route that starts with your address and then say you have an existing line that you want them to take over

Many thanks Andrew. I've just been through the online ordering process again but don't see an option to get them to take over the existing line. So at the end, having promised speeds of up to 58mbps it removes the option from the order and reverts to offering me up to 3mbps. I'll give them a call again when I have some time to spare during the day.

Many thanks, Mandy

Who do you actually want the FTTC with? Xilo/uno or BT? Or some other ISP?

I don't see what TalkTalk Fibre has to do with it, did you miss that the OP is on LLU ADSLx? (As the fibre cabinet has just been installed. Assuming they aren't on slow FTTC from a distant cabinet).

Going to BT they will nearly always want to take the line over anyway. Their unbundled broadband exists, but is well hidden.

The line will need converting from MPF the WLR.
If you do a lookup on out check here just using your postcode, select your address and then hopefully fibre options will show. Continue through the sign up process until you get the the line rental option page. Does it say the install option is a line conversion? If it does then that would be the way forward with whichever ISP you choose.

I am at the point of no longer caring who we get fibre with, if we can get it at all! We had planned to go with BT to get some extra bells and whistles but I truly despair of trying to get through their systems, having encountered difficulties with them in the past.

Today. Finally did what I should have done before and called Uno. I spoke to the always helpful and lovely Matt and after some digging he found that the issue isn't related to the LLU line but a dodgy record on the OpenReach database! It may take a few weeks but he's optimistic that we can resolve the problem, or at last find out why not.

I would be delighted to use Uno for our New fibre connection if we can get it - the customer service is second to none!

Thanks all. Mandy

Good for you . Let us know how you get on.

Agreed, Mandy.

Unlike many ISPs who man their Sales desks with people with little or no technical knowledge, there are no compromises with Uno. Regardless of who you speak to, you get excellent product advice from people who can respond to any technical questions you might have.

I would almost certainly been a customer of theirs had they been able to provide me with a migration path off my TTB MPF connection.

We had a user having issues placing an order with uno not to long ago. When I tried I also had the same issue... Uno claimed it wasn't their wrong doing but the op was able to place orders with other ISPs.

Interestingly I have switched between talktalk, BT, Sky and Virginmedia without a single issue. Alls I am saying is I personally have very little faith in their ordering process.

Currently I am on BT but the uno checker didn't let me order when I last checked.

http://imgur.com/a/nMlHk

I personally have more faith in TISCALI UK resurrecting itself, and being able to place an order with them, than I do of getting an uno service going.

For the record I do not have a new line, the only service on my line is line rental + BT Infinity (not sure why that would stop uno placing an order) and I have an openreach compatible line, although it's concerning they take no customers from Sky or virgin apparently.

Edited by ukhardy07 (Thu 23-Mar-17 01:04:17)

Just a note to say that a week ago we finally got fibre broadband. It was a challenge due to an issue with the OpenReach database affecting our phone number, not the postcode. Our ISP Uno pushed on with our case and after two attempts (the first attempt got a default "the postcode is fine for fibre") got the database corrected. When we originally placed our order they were estimating between 8-15mbps, but once finally connected we were absolutely delighted to find we were getting over 37mbps! It's such an improvement from just under 2mbps.

Now that the order has gone through we're also moving line rental to Uno and will be paying less than we did before the upgrade which is grand. Better still I'll never have to try to deal with BT, ever again!

Thanks for all your comments and advice, it was much appreciated.

Mandy