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Standard User jamsmv6
(newbie) Thu 21-May-20 16:21:54
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One of 3 houses in road missed for FTTP - HELP please


[link to this post]
 
A friend recently moved house into a road which had FTTP installed (Chester South exchange) several years ago.

Playing on https://www.broadbandchecker.btwholesale.com shows that his is one of 3 houses in the road which for some reason can only get adsl, at about 2mbps. Houses are in the middle of an estate, not miles beyond the next house or anything like that.

When he speaks to BT, even via USO number he is struggling to get any help and they seem to be saying line is as good as it can be.

It looks to me like a database, or even cabling issue.
All houses are served from some poles, He thinks his may share a cable (pair each) with his next door neighbour which may have something to do with it (as they got disconnected briefly when he had his broadband installed, until engineer came back to fix it)

Any ideas / avenues to explore to find out exactly what the issue is and to get it resolved? I think it will be a cheap and easy fix, its just getting to the right person to understand the issue.

Thanks

Edited by jamsmv6 (Thu 21-May-20 16:24:49)

Standard User Zarjaz
(eat-sleep-adslguide) Thu 21-May-20 16:24:45
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: jamsmv6] [link to this post]
 
I suppose a little more detail might help others to help you .... a postcode for instance ... maybe even a house number ?

Standard User jamsmv6
(newbie) Thu 21-May-20 16:25:34
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: Zarjaz] [link to this post]
 
In reply to a post by Zarjaz:
I suppose a little more detail might help others to help you .... a postcode for instance ... maybe even a house number ?


Happy to provide those privately to anyone who can help smile


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Administrator MrSaffron
(staff) Thu 21-May-20 16:45:55
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: jamsmv6] [link to this post]
 
Some of that area is original FTTP roll-out i.e. fully spliced and it may be there are reasons they are not served that are not obvious.

Another option is the roll-out stopped fairly abruptly and the kit may be in place or need minimal work to serve them now.

Solution is email me andrew at thinkbroadband dot com with details of the houses that are trying to order and cannot and will pester Openreach after having done the usual checks.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User jamsmv6
(newbie) Thu 21-May-20 16:49:50
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: MrSaffron] [link to this post]
 
Thanks very much,

Ill send the details now
Standard User jabuzzard
(committed) Thu 21-May-20 22:20:17
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: MrSaffron] [link to this post]
 
One imagines putting in a FTTPoD order in if possible might force a fix to the database in these sort of instances. Failing that be really cheap.
Standard User PaulKirby
(knowledge is power) Fri 22-May-20 03:47:25
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: jamsmv6] [link to this post]
 
I have found in the past that sending a DM to the @OpenreachHelp Twitter account (they are there Mon-Fri 8-8, Sat 10-6 and Sun 10-4) with your full address and what the issue is, they can and have resolved most of the issues I have reported to them.

I have done this for several friends in my village and all have been resolved and updated.
It can take up to 10 days before they get back to you, I have been lucky and got responses within 1 to 2 days..

So I say just ask them.

Paul

Administrator MrSaffron
(staff) Fri 22-May-20 09:21:11
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: jabuzzard] [link to this post]
 
And a FoD order involves paying a lot more

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User jamsmv6
(learned) Fri 29-May-20 07:09:09
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: MrSaffron] [link to this post]
 
Huge thanks to Andrew here for poking the right person.

Database updated and FTTP up to 1gig available!
BT also see it, so my mate is getting his order in

Ill update with the status as his order progresses.
Standard User Rolandrat
(committed) Fri 29-May-20 09:23:27
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: jamsmv6] [link to this post]
 
Thats why he got a OBE. Great news for your mate.
Standard User jamsmv6
(learned) Fri 29-May-20 10:30:22
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: Rolandrat] [link to this post]
 
Yes, well deserved!
in other news, openreach have been prodding the ducts around my area (next estate along from this one), so hoping that will mean fttc being upgraded to fttp
Standard User jabuzzard
(committed) Sat 30-May-20 00:33:32
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: MrSaffron] [link to this post]
 
The point was that when you pay for a survey, it would trigger an actual human to come out and investigate. They would spot and fix the database issue and refuse the FoD order. Sure that would cost a few hundred quid, (though if they refuse the order that should be returnable as the contracted service was not provided) but if you have rubbish broadband that might be a price you are willing to pay to fix the issue.

Even if they did proceed with the FoD order which seems unlikely as they won't proceed with them if native FTTP is planned in the near future it should be a very cheap FoD quote.

If it where me I would totally be prepared to pay for a FoD survey to fix the issue. Hell I get a full 80/20 FTTC service, but would pay tomorrow for a a FoD survey if I thought it would trigger a database fix and I would be able to get a native FTTP install.
Standard User jamsmv6
(learned) Thu 18-Jun-20 09:09:24
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: jabuzzard] [link to this post]
 
Well yesterday was meant to be 'the go live day'
However noone showed up to do the cabling. He rang to complain and is waiting to find out what went wrong and what happens next.

So order is in, and was meant to be live, but noone has been at all, so no fibre at the house yet.
Is it still done in stages? One team to run the cable to the house, and then another visit to get it into the house and make live, or is it all done as one now?
Standard User jamsmv6
(learned) Sat 20-Jun-20 13:51:28
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: jamsmv6] [link to this post]
 
Well Openreach turned up yesterday to run the fibre to the house, but couldnt as there wasnt space on the current pole.
There is a new unused pole close as well, so they are coming back next week to move him to that.

We beleive this was the problem from the roll out to the area - they ran out of pole space, installed a new pole, but never came back to utilise it.
Standard User jamsmv6
(learned) Fri 03-Jul-20 08:44:22
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: jamsmv6] [link to this post]
 
Fibre has now been connected to the house from the new pole.
Final bit of install / go live set for the 8th.
smile
Standard User jamsmv6
(learned) Fri 31-Jul-20 17:46:37
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Re: One of 3 houses in road missed for FTTP - HELP please


[re: jamsmv6] [link to this post]
 
After a few more delays for no apparent reason...

He has finally gone live this week.

Thanks again!
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