One of 3 houses in road missed for FTTP - HELP please

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)

I suppose a little more detail might help others to help you .... a postcode for instance ... maybe even a house number ?

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

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.

Thanks very much,

Ill send the details now

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.

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

And a FoD order involves paying a lot more

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.

Thats why he got a OBE. Great news for your mate.