Possible database error? – Unable to order FTTP

Any ideas who I would need to contact so my brother can place an FTTP order? He has been trying for around 6 months to order with no luck. Openreach post code checker says “We're sorry, our fibre products aren't available for you yet. We don’t have plans to upgrade your area yet” however his neighbours all have access to FTTP and are severed from the same pole that is directly outside his house.

He even spoke to an Openreach engineer who was working outside his house and he said its available as he was currently doing an install for another neighbour.

Post code is TR15 2EG if that helps, he is with EE however has tried phoning them as well as BT who just say what the checker states and won’t escalate it to the relevant department.

Sounds drastic and a bit OTT, but if you write a concise email to the Openreach CEO, Clive Selley then it will get picked up by the executive complaints team and escalated appropriately: [removed by tbb]

Edited by seb (Mon 02-Feb-26 22:02:55)

Have you tried putting the full address in the checker below to see what it says?

Checker

Thanks
Dan

Fill in this form using the "my neighbours can get fibre but I can't" option

https://www.openreach.com/forms/fibre-broadband-avai...

In reply to a post by Pheasant:

Sounds drastic and a bit OTT, but if you write a concise email to the Openreach CEO, Clive Selley then it will get picked up by the executive complaints team and escalated appropriately: [removed by tbb]

Thank you, I have filled out the form jpm provided so if that does not work I will send an email over.

In reply to a post by danielhyde:

Have you tried putting the full address in the checker below to see what it says?

Checker

Thanks
Dan

I have yes, says only ADSL is available and FTTP is not available. However select one of his neighbours and its available.

In reply to a post by jpm:

Fill in this form using the "my neighbours can get fibre but I can't" option

https://www.openreach.com/forms/fibre-broadband-avai...

Thank you for the link, filled it out so fingers crossed it gets updated so he can order.

Edited by seb (Mon 02-Feb-26 21:37:53)

It could be an unresolved wayleave issue.

Matt182

I have used the form before and had a quick response asking for extra detail, I replied with a google image of the pole and Premises. Stating DP number as well.. The one I did was a database error where the premises was not on the database despite being there since 1884 and being previously served by BT. It took a couple of weeks to sort till we could order, about a week to sort the database and another 10 days to increase capacity on the pole as they had only provided 4 ports and had to increase it to 12..

That's reassuring to know, I will update once I have received a reply. Thnaks.

As promised, here is an update.

I initially filled out the contact form and had a reply a few days later informing me that they were looking into it, after chasing multiple times over the course of 6 weeks I was forced to email the CEO.

My brother was contacted the next day and was told because the initial install of the poll was funded by the government, they would need to do some further checks. Next day he was contacted again and he can now order FTTP.

Edited by Matt182 (Fri 19-Nov-21 17:35:21)

Excellent - thanks for letting us know there was happy ending!