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Standard User mrvanx
(committed) Thu 13-Aug-20 12:33:41
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FTTP available, Address not listed.


[link to this post]
 
Hi All,
We moved to our property around 5 years ago and didnt bother with the phone line at the property because we went with Fixed Wireless broadband (We used SIPGate).

FTTP was brought into the village late last year so weve been waiting to get moved over to it when the time was right. Ive just called the provider of choice (Zen) and the guy was very apologetic about the following:

- Our address is not listed on the system, unfortunately that means we have to get a phone line installed (to the tune of £50 and atleast one months line rental), we then can order FTTP without any bother which will be installed in thier usual lead time. He mentioned the phrase "Bronze Address Key"?

Our address WAS listed on the line checker a while back when I was still browsing for providers (when we moved in) so what has happened here? There are TWO physical cables coming from the telegraph pole, the guy at Zen suggested I popped a phone into one of the plugs in the house and see if I get any responce from dialling 17070 to see if there is a number associated with either of the lines.

Seems just a tad rediculous that myself (and Zen) are having to go down this route because of an error on Openreach's part??

Beeline rural wireless broadband
20Mbit down / 9mbit up, great service.

Edited by mrvanx (Thu 13-Aug-20 12:34:38)

Administrator MrSaffron
(staff) Thu 13-Aug-20 13:05:53
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Re: FTTP available, Address not listed.


[re: mrvanx] [link to this post]
 
A village having some FTTP does not guarantee you will have it.

The immediate neighbours on same pole can they order?

In terms of checkers the address should appear and if not the ISP should feed this back through the system for an update, can do this myself if you email me [email protected],com

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User mrvanx
(committed) Thu 13-Aug-20 13:25:04
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Re: FTTP available, Address not listed.


[re: MrSaffron] [link to this post]
 
Hi MrSaffron,
It is a small village (~400 residents) on a single street with no through road. We have an Annex directly attached to our property (which only got its own address about a year after we moved in) and even that is listed laugh

The pole where the FTTP manifold (is that what it is called??) is around 10 yards away and there are two lines running to our property from the same pole, neither of which we are using (due to SIPGate etc..).

Every pole in the village was outfitted with them, only one neighbour i'm aware of has the cables run under the ground. Our annex even got a leaflet when the FTTP went live to say it could be ordered, but I dont recall getting one through our door (makes sence).

My immediate neighbour and a few others in the village have successfully got FTTP so im certain it will work for our property if only our address was on the list! laugh

I'll send you an email, see if you can work your magic (a bit later, need to get a photo so you can see the proximity of the pole to our house), I'll let you know what the outcome of trying the "17070" test is also.

Thanks.

Beeline rural wireless broadband
20Mbit down / 9mbit up, great service.

Edited by mrvanx (Thu 13-Aug-20 13:29:45)


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Standard User mrvanx
(committed) Tue 25-Aug-20 14:59:38
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Re: FTTP available, Address not listed.


[re: mrvanx] [link to this post]
 
Well I got a response after submitting and enquiry here: https://www.openreach.com/fibre-broadband

I figured it wouldn't do any harm!

Hello,

Thanks for getting in touch with us about fibre broadband availability in your area.

I've had a look at this for you and we need to investigate this matter further. I'm going to ask another one of my colleagues in our fibre broadband team to look into this and get back to you. They're best placed to deal with this type of query.

One of my colleagues will be in touch with you soon. They've got all of your details, so shouldn't need anything else before coming back to you.

Thanks for your patience in the meantime.

Kind regards,


Hopefully they can sort this. fingers crossed!

Beeline rural wireless broadband
20Mbit down / 9mbit up, great service.
Standard User mrvanx
(committed) Tue 08-Sep-20 11:46:39
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Re: FTTP available, Address not listed.


[re: mrvanx] [link to this post]
 
Further update.......................nothing from Openreach. I assume this is normal and it takes a fair while to get any sort correspondence from them??

I was browsing the forum and came across the BT wholesale checker which actually has my address listed on there, with a load of numbers after the address (as do all the other addresses).

The screenshot I took shows that FTTP is available etc... not sure what to do with this info??

SCREENSHOT

Beeline rural wireless broadband
20Mbit down / 9mbit up, great service.
Standard User Highland76
(member) Tue 08-Sep-20 12:04:40
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Re: FTTP available, Address not listed.


[re: mrvanx] [link to this post]
 
Well according to the DSL checker native FTTP is available at your address. Are you Still not having any luck with Zen? If so, try a dummy order on BTs website, if you can order it with BT then probably an issue with Zen’s internal checker and you will have to order elsewhere eg BT.

BT Business FTTP 330/50 Mbps -- Netgear RAX200
Standard User jpm
(regular) Tue 08-Sep-20 12:36:54
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Re: FTTP available, Address not listed.


[re: Highland76] [link to this post]
 
Zen will be able to get the Openreach records updated if it's going to result in them gaining a subscriber
Standard User mrvanx
(committed) Tue 08-Sep-20 12:42:42
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Re: FTTP available, Address not listed.


[re: jpm] [link to this post]
 
As mentioned in my original post, the guys at Zen are unable to do anything about the address being missing on the database, the only way they were able to do anything from their end is if I took out a new phone line with them, get it installed, then order FTTP once the line was up and my address in the database......then cancel the phone line (£50 plus a months line rental at least......lighter by the end of the process).

I haven't been chasing Zen for this as my understanding is this is Openreach's domain, earlier on in this thread I did get some form of contact from them about my problem but heard nothing since.

Just to be sure ive checked BT broadbands checker, Sky's and Zen's and none of them show my address still, that is also the case for the openreach address checker.

I guess I am waiting to hear from OR which is likely to take ages?

Beeline rural wireless broadband
20Mbit down / 9mbit up, great service.
Standard User ian72
(eat-sleep-adslguide) Tue 08-Sep-20 12:47:11
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Re: FTTP available, Address not listed.


[re: mrvanx] [link to this post]
 
Zen can get Openreach to resolve it and they should. The consumer should not have to have any dealings with Openreach and the ISP should be managing the process of getting the database resolved when signing you as a customer.
Standard User jpm
(regular) Tue 08-Sep-20 12:51:29
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Re: FTTP available, Address not listed.


[re: mrvanx] [link to this post]
 
Zen are wrong, any CP can submit an ORDI request for a database update.

I had line routing checked and updated for a customer that was showing a connection to a cabinet 5 miles away from their location instead of the one that all the surrounding properties were on, and didn't have to order a copper line to do that.
Standard User Fastman3
(regular) Tue 08-Sep-20 17:37:44
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Re: FTTP available, Address not listed.


[re: mrvanx] [link to this post]
 
Seems just a tad rediculous that myself (and Zen) are having to go down this route because of an error on Openreach's part??

its not an error on openreach that you have never ordered a line - the iussue will be Openreach wont wont know if the CBT can reach your premise and you can actually be offered FTTP unless you have some form or service already which you currently dont
Standard User olicuk
(member) Tue 08-Sep-20 17:48:44
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Re: FTTP available, Address not listed.


[re: mrvanx] [link to this post]
 
so to clarify, if you go to broadbandchecker.btwholesale.com and choose address checker, enter just your postcode and the captcha and submit, the list includes your address, and when you select that address, it gives the result in your screenshot above.

But if you go to bt.com/broadband, click "enter your postcode", and enter just your postcode, then check availability, the list of addresses doesn't include yours?

---------
fibre.everestpark.org.uk | Zen VDSL2 80:20 (~64:20) bqm | Draytek 2860 + Ubiquiti AP
Standard User dect
(fountain of knowledge) Tue 08-Sep-20 18:24:57
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Re: FTTP available, Address not listed.


[re: Fastman3] [link to this post]
 
In reply to a post by Fastman3:
the issue will be Openreach wont wont know if the CBT can reach your premise and you can actually be offered FTTP unless you have some form or service already which you currently don't
I thought that during the commissioning phase of a FTTP infrastructure install this is assessed for each property and a comment is added to the DSL checker like 'Single Dwelling Unit Residential UG partial Direct In Ground'. I didn't think it was based on having an active line, I wonder if this issue has been caused by what has happened with the Annexe.
Standard User Realalemadrid
(committed) Tue 08-Sep-20 19:17:43
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Re: FTTP available, Address not listed.


[re: Fastman3] [link to this post]
 
@Fastman3 You often post on various threads on the forum with, how shall I say it politely, rubbish. The BT wholesale checker says that FTTP is available. with further details that it is a single dwelling unit residential, Overhead fed with no anticipated issues.

Why do you think a phone line service needs to be ordered to allow FTTP to be offered?

Edited by Realalemadrid (Tue 08-Sep-20 19:18:50)

Standard User mrvanx
(committed) Wed 09-Sep-20 11:27:46
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Re: FTTP available, Address not listed.


[re: olicuk] [link to this post]
 
That is correct yes.

Just to confirm: broadbandchecker.btwholesale.com has our address on (and the screenshot earlier on in the thread shows the results). bt.com/broadband doesnt have our address in the list (same for sky and zen....and probably anyone else's checker).

I did a cheeky reply to the email from openreach (i got a couple of weeks ago) and surprisingly got the following, so Im going to hang on a bit:

Good morning (Redacted....wasnt my name!)

Thank you for your patience. I am just dealing with your addressing now.

I will update you further in 7 days.

Kind regards

(redacted)


The more I think this through (first world problems etc...) it does seem like Openreach isnt intended to be dealing with the consumer directly but the provider should be doing this chasing..........its the common problem where you get told one thing by the provider (whome by default gets the benefit of the doubt) and then you get people on forums who tell you differently? (Im VERY aware that members on here are industry insiders and definately know thier stuff...so apologies if this comes out wrong, it isnt intended so).

Always a quandry as to whether you call the provider up with advice from a forum that says they are incorrect!?!? smile

As always the advice from you all is VERY appreciated .

Beeline rural wireless broadband
20Mbit down / 9mbit up, great service.
Standard User mrvanx
(committed) Mon 14-Sep-20 12:15:53
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Re: FTTP available, Address not listed....some progress?!


[re: mrvanx] [link to this post]
 
Hi All,
Just an update:

Openreach address checker (https://www.openreach.com/fibre-broadband) now shows our address, and so does BT/sky/zen etc....

However, the openreach checker gives me this responce when I select my address :
We need more details
We can’t tell from your input if you can get fibre broadband. If you’ve entered a telephone number, please try again with your postcode.


and for example BTs page states:
Sorry, we can't find results for your address at the moment ff

We're updating our systems and we hope this will be fixed soon.


To add to the mix the bt wholesale page (which showed our address fine and we got sane results (see earlier in thread) now states:
Your address has been successfully matched; however we cannot determine ADSL availability at this address. Please try the Telephone Number or Postcode Checker.


I assume Openreach are still doing things with the database, I havent received an email yet but it looks..................possibly.........like progress?? crazy

Beeline rural wireless broadband
20Mbit down / 9mbit up, great service.
Standard User Highland76
(member) Mon 14-Sep-20 13:11:02
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Re: FTTP available, Address not listed....some progress?!


[re: mrvanx] [link to this post]
 
Here you say

In reply to a post by mrvanx:
Openreach address checker (https://www.openreach.com/fibre-broadband) now shows our address, and so does BT/sky/zen etc....


But here:

In reply to a post by mrvanx:
and for example BTs page states:
Sorry, we can't find results for your address at the moment ff

We're updating our systems and we hope this will be fixed soon.


So does BT Retail let you order it or not? If not, then maybe order it through Zen or Sky? Don't get too bogged down with all the checkers, only the BT/Openreach checker >>here<< and the ISP checker are mainly relevant.

BT Business FTTP 330/50 Mbps -- Netgear RAX200

Edited by Highland76 (Mon 14-Sep-20 13:16:20)

Standard User RobertoS
(elder) Mon 14-Sep-20 15:59:12
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Re: FTTP available, Address not listed....some progress?!


[re: Highland76] [link to this post]
 
In reply to a post by Highland76:
Don't get too bogged down with all the checkers, only the BT/Openreach checker >>here<< and the ISP checker are mainly relevant.
That is the BT Wholesale checker, not the Openreach one.

__________________________________________________________
Sovereignty Means Sovereignty

My broadband basic info/help site - www.robertos.me.uk. Domains, sites and mail hosting - Tsohost & Ionos.
Connections: OnePlus 8 Pro max 165Mbps down, 24Mbps up on Three, and B311 4G, tbb tests normally 35-45Mpbs down, 65Mbps off-peak, 9-24 up.
========================
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Administrator MrSaffron
(staff) Mon 14-Sep-20 16:24:55
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Re: FTTP available, Address not listed....some progress?!


[re: Highland76] [link to this post]
 
I think they mean previously their address did not appear in the drop down selection lists, but now it does i.e. progress.

Still failing to show product availability, but that can often take another day or so to filter through.

If by end of week product still not showing then time to prod Openreach again.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User mrvanx
(committed) Wed 16-Sep-20 11:59:59
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Re: FTTP available, Address not listed....some progress?!


[re: MrSaffron] [link to this post]
 
I got an email yesterday with an update:

Good morning (Redacted)

Thank you for your patience.

Your address has now been built on or our address database and your address key is Axxxxxxxxxx (Redacted).

Kind regards

(Redacted)


Checking today the products available still dont show and the checkers on other websites (Zen etc...) show the same as earlier in the week. I will leave it as you say but should this not change is it likely to cause problems if I attempt to get FTTP ordered with Zen??

Cheers all,

Beeline rural wireless broadband
20Mbit down / 9mbit up, great service.
Administrator MrSaffron
(staff) Wed 16-Sep-20 12:25:13
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Re: FTTP available, Address not listed....some progress?!


[re: mrvanx] [link to this post]
 
Even when everything has been done right, it does seem to take 24 to 48 hours for everything to trickle through the various databases

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User jpm
(regular) Wed 16-Sep-20 13:06:38
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Re: FTTP available, Address not listed....some progress?!


[re: mrvanx] [link to this post]
 
If you have an address key and you're going with a provider that doesn't have online-only pricing, or affiliate links, then just place your order over the phone and give them that number.

Or just wait a bit, it depends how urgent this is.
Standard User mrvanx
(committed) Tue 22-Sep-20 13:19:42
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Re: FTTP available, Address not listed....little progress!?


[re: MrSaffron] [link to this post]
 
Still no products listed.

BT and sky's checkers say they are either having technical difficulties or they are updating thier systems.

Vodafone's checker states they cannot provide ANYTHING,

Zen's checker only offers normal ADSL by the looks of it (10M down, 1M up?);

Looks like I need to get back to Openreach AGAIN???

Am I likely to just p**s off the various people if I keep emailing the address I have had corespondence from previously about this?

Beeline rural wireless broadband
20Mbit down / 9mbit up, great service.
Standard User mrvanx
(committed) Thu 01-Oct-20 12:16:33
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Re: FTTP available, Address not listed....Fixed, can order


[re: mrvanx] [link to this post]
 
Final update,

I ended up emailing the guy at Zen who I was initially dealing with, he took over the process and got in touch with OR.

Within 4 days of doing so the products now appear on our address, including the correct speeds etc...

All the details now appear on the BT wholesale site aswell as on various provider's checker pages.

Going to get the FTTP ordered next week through Zen as they have been good to deal with.

WooHoo!

Beeline rural wireless broadband
20Mbit down / 9mbit up, great service.
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