Before he left, the engineer said the solution was to get FTTP, and pointed to the pole 5 yards away and said that that 'wire' is the fibre and one of his neighbours is currently using it.
He contacted Plusnet who said they did not offer FTTP and he should contact BT. His questions to me were did he have to go with BT and he really wanted to keep his force9 email addresses was that possible?
I looked up the ADSL availability checker for his number and it showed
WBC ADSL up to 1Mb
Plusnet definitely don't do FTTP. Regarding the force9 E-mail address, the user should really get themselves an E-mail address which is independent of their broadband provider (even a Gmail address), and start migrating away as soon as possible, even if they have no intention of changing broadband. It will save them pain in the long run, trust me.
However, the main issue: is FTTP available at this property? Possibilities are:
1. The engineer was right, FTTP is available, in which case the database is incorrect. (Unlikely but sometimes happens)
2. The engineer was mistaken: the neighbour's pole has FTTP, but this property is not served from the same pole.
3. The engineer was mistaken: the neighbour's pole has some other non-FTTP service (e.g. a leased line)
There are a couple of ways to deal with this.
One is to do photos and research. If you can post a picture of the equipment on the pole in question (and confirm that the neighbour *and* this property are served from exactly the same pole), people on this forum can confirm if it's FTTP. You should also do address checks on all the neighbouring properties, and see if they all have FTTP except this one.
There are senior people here who, given the exact address privately, can then raise this internally with Openreach, and if the database is in error, get it corrected. Or you can talk to Openreach on their twitter account.
Another option is to get a free quote for FTTPoD, e.g. from Cerberus. This *might* kick Openreach into noticing that the property already has FTTP. It *might* also identify that the cost for FTTPoD is low if they can connect to nearby existing infrastructure - e.g. it's just adding a CBT onto a pole, and connecting it to a nearby splitter. But it also might come back with some ludicrously high cost, and that doesn't really give you a definitive answer - it could also be that their paper records are out of date. You'd have to place an FTTPoD order, costing £300 non-refundable, to be sure. And at that point, even for an "trivial" install I'd expect a cost around £2K.
Note that even if native FTTP is already available, it *will* still be more expensive than bargain-basement FTTC from the likes of Plusnet. Currently you can get 80/20 FTTP from Sky at £27, and BT at a similar price (maybe discounted by a few quid) - but those prices go up at the end of the term so you have to keep haggling or switching every couple of years. Aquiss do 40/2 FTTP at £30, on a 12-month contract. That's their standard price and I would not expect it to rise.