FTTPoD "premises passed" but no fibre?

I got FTTPoD in late 2020.

A neighbour, who was one of the 10 "premises passed" identified in the survey, has been told by BT he can't get fibre.

The CBT is on a pole just behind his house from which his copper already comes. There are no ports occupied on the CBT other than mine.

I tried his number on the BT Checker and got an error, "There is no data available for this number.", although he is a BT customer and has been for years. I tried his address and it only came up with Fibre on Demand (but this checker is less reliable).

It's daft he can't get service. I guess first we have to find out why his number is returning an error. But what if the address checker is right and he has been left off the provisioning despite being "premises passed"? He has a nearly empty CBT just outside his back yard. Are there any avenues?

Have you or the neighbour tried what has worked for others?

In reply to a post by j0hn83:

You could fill out the Openreach availability form and select the option "My neighbour can get fibre but I can't"
https://www.openreach.com/forms/fibre-broadband-avai...

Use the Openreach checker as well as the BT Wholesale Checker (use the address check) to cross-check what is actually available at the address

It may just be poor record updates on the BTW database.

@dect - Thanks, yes, I'll suggest this to him.

I have just noticed the other very similar thread running at the moment and so I got the UPRN for his property and checked this. It does confirm no fibre.

I wondered whether BT would simply tell him that he wasn't provisioned on the CBT even though he'd been in the survey, but I perhaps shouldn't be so pessimistic - you say it's worked for others.

shortshrift27

Use the OR checker, then use the reporting link picking the "My neighbour can get FTTP but I cannot" in the pulldown list.

Give as much info as possible, DP number as well as address. We have found several early FTTPoD installations where the other preises on the same DP where not recorded. It can be cured in days!

There is another thread with all the details in somewhere.

Assuming it's just the one property, likely to be a database issue where the property hasn't been associated with the fibre equipment (CBT).