Openreach Database Issue? Trying to order FTTC

Hey folks,

So I'm trying to help a friend who is due to move house in the next month or so, so she hopes... The house definitely has Virgin fibre available that much I know. However I've tried to look into FTTC options but the Openreach checker keeps saying "Your address has been successfully matched; however we cannot determine ADSL availability at this address. Please try the Telephone Number or Postcode Checker."

When I try her address on BT, Sky, Plusnet, etc they are only offering ADSL internet... But if I put in any other house number on her street on the Openreach checker, it shows 80/20 FTTC is 'available'. It's literally only her house number that is not finding any line info.

How do I get anyone to sort the BT database or check what the problem is? She'd like to order all online as normal, to get cashback and take advantage of online deals etc.

Appreciate any help.

Thanks

Edited by Sparx92 (Fri 14-Aug-20 12:05:40)

Try this checker

https://www.openreach.com/fibre-broadband#

That seems somewhat helpful actually, thanks. So if I put her address in, I get the below...

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.

Let’s get you connected
If you've moved into a new-build home and are having problems with your phone or broadband service, please visit here.
If you’ve tried your postcode and phone number and are still not getting a result, get in touch with our team who’ll be happy to help.

But then it has a get in touch link which takes me to a formwize survey form. So hopefully ping someone at Openreach to check the database maybe...

Edit: So I've filled the form in and it says they'll aim to respond within 28 days, ouch. Hope it's sooner!

Edit2: Just got an email with a case reference number. Says they'll look into it within 5 working days on email now lol.

Edited by Sparx92 (Fri 14-Aug-20 12:00:33)

Took them 5 days to get back to me, but it was a different question I asked.

Update for anyone reading in the future, as you may find this useful.

Thanks again to kommando for the link, it really was straight forward (after following via https://www.openreach.com/fibre-broadband and submitting the Enquiry form)

I received the below response late last night about 10:30pm from Openreach

Now when I go on BT, Plusnet, Sky or whoever and input her address - it offers 80/20 Fibre and seems cabinet is very close as predicts High 80Mb and Lows of 72Mb.

Result! Thanks again.

Hello Josh

Thanks for getting in touch with us about fibre broadband availability in your friend's area. I have looked in to your enquiry and can see that the address has never had an active telephone line on our network so the address hadn't been given any routing before. I have now routed the address to the Distribution Point which would serve the property and the good news is that I've checked our records and Fibre to the Cabinet broadband is now available for you to order.

If you'd like to order fibre broadband, then you need to get in touch with your Service Provider (SP) to place an order. Your SP will be able to tell you what fibre broadband packages are available and the speeds that you're likely to get.

For information, our website below is updated with our latest plans:

https://www.homeandbusiness.openreach.co.uk/fibre-br...

You can find a list of SPs who offer fibre broadband here:

https://www.openreach.com/fibre-broadband/fttc-provi...

I hope you're encouraged by my response and will be able to enjoy the benefits that fibre broadband brings.

Kind regards

Aaron Smith
Infrastructure Solutions Customer Service – Fibre Enquiries
Openreach

Resolved in 3 working days. Brilliant