How to resolve a "Cable link" issue?

FTTP recently become available to my postcode and according to openreach website I can get upto 1gbps.

I've ordered placed an order but this was rejected because of a "Cable link" issue. My postcode and surrounding is the 3rd area to be covered around my exchange. I've watched 1st and 2nd area get deployed and can see them all having FTTP install.

OR reach and the ISP cannot do anything until this issue is fixed. Why would OR event advise its ready when I can't place an order.

Any advice on how to get this resolved? Who can I chase?

Why would OR event advise its ready when I can't place an order.

Because the Cablelink at the exchange is squarely in the remit of the ISP (or their backhaul provider). Nothing to do with Openreach -they just provide the “pipe” from your place to the exchange.

Any advice on how to get this resolved? Who can I chase?

The ISP you’ve order a service from.

Alternatively choose another ISP that uses Openreach. Plenty of fish in the sea 😀

Edited by Pheasant (Mon 26-Sep-22 17:05:59)

The cable link is the connection in the exchange between Openreach and your chosen ISP (or your chosen ISP's backhaul provider, if they outsource it).

If you want to order through this particular ISP, you'll have to wait for them to install or upgrade the cable link.

If you want FTTP now, then you can order through a different ISP who *does* have sufficient cable link capacity at that exchange.

BT Wholesale is one of the backhaul providers. If your ISP is BT, or uses BT backhaul, then checking on the BT wholesale checker may give you more info: https://www.broadbandchecker.btwholesale.com/

If you say who your ISP is, we may be able to suggest alternatives who don't rely on the same interconnects. Or you can just try the availability checkers at some other ISPs.

In reply to a post by drk:

Why would OR event advise its ready when I can't place an order.

Because Openreach's job is done, and you *can* order from an ISP who has capacity at that exchange.

In reply to a post by drk:

Any advice on how to get this resolved? Who can I chase?

Chase your ISP. They are your single point of contact. But these things take time, and they're unlikely to change their scheduling of upgrades to suit a single customer.

The cablelink being referred to is usually a GEA Cablelink.
It's what the provider you have chosen needs to install in your exchange in order to sell you service.

Openreach may be available to other providers who have their own cablelink in place already.
Their availability checker simply tells you that they are live. It's up to other providers to order their cablelinks from Openreach in sufficient time.

Cablelinks also come in different capacities, and can become full, requiring additional cablelinks to be installed or upgraded.

So your chosen provider either has no GEA Cablelink or has capacity issues on their existing cablelinks and are waiting on Openreach installing more capacity.
There is a wait for this to be carried out.

Out of interest who is the ISP you tried ordering with?

Some providers deliberately have no GEA Cablelinks in some areas as the FTTP coverage isn't sufficient enough to justify the outlay. This has become less of an issue over the last couple years with more providers selling FTTP alongside Openreach's boom in coverage.

Edited by j0hn83 (Mon 26-Sep-22 17:13:24)

I tired IDNET (I think they use Zen or BT wholesale). I want 1gbps and Static IP.

300 is showing as available from zen direct but not 900. BT wholesale checker say FTTP is not available.

What I don't understand is why other properties in neighbouring postcodes (same exchange) can get 900 from BT wholesale and zen but I can't for my postcode.

In reply to a post by candlerb:

The cable link is the connection in the exchange between Openreach and your chosen ISP (or your chosen ISP's backhaul provider, if they outsource it).

If you want to order through this particular ISP, you'll have to wait for them to install or upgrade the cable link.

If you want FTTP now, then you can order through a different ISP who *does* have sufficient cable link capacity at that exchange.

BT Wholesale is one of the backhaul providers. If your ISP is BT, or uses BT backhaul, then checking on the BT wholesale checker may give you more info: https://www.broadbandchecker.btwholesale.com/

If you say who your ISP is, we may be able to suggest alternatives who don't rely on the same interconnects. Or you can just try the availability checkers at some other ISPs.

In reply to a post by drk:

Why would OR event advise its ready when I can't place an order.

Because Openreach's job is done, and you *can* order from an ISP who has capacity at that exchange.

In reply to a post by drk:

Any advice on how to get this resolved? Who can I chase?

Chase your ISP. They are your single point of contact. But these things take time, and they're unlikely to change their scheduling of upgrades to suit a single customer.

https://www.broadbandchecker.btwholesale.com/

is saying FTTP is not available for my address but other postcodes near by it is.

In reply to a post by drk:

What I don't understand is why other properties in neighbouring postcodes (same exchange) can get 900 from BT wholesale and zen but I can't for my postcode.

As shown by the BTW/Zen checkers, or because you know people who already have it?

If the cablelink has reached capacity, they won't take any more orders until it has been upgraded. These upgrades do occur, as it's not in BTW's interest to be rejecting orders, but you might be waiting a month or two.

IDNET are a well regarded provider, so can just ask their support what's going on, and they might be able to get inside info about when the upgrade is scheduled.

In reply to a post by drk:

https://www.broadbandchecker.btwholesale.com/

is saying FTTP is not available for my address but other postcodes near by it is.

This might mean various things:

* the BTW checker has not been updated for your postcode, to reflect the recent FTTP deployment from Openreach
* the BTW checker is giving wrong data for the other postcodes, and in fact they can't order either
* the nearby postcodes are on a different head-end exchange - rare but can happen at exchange boundary. You may not be able to see this in the BTW checker because if there's copper in the area, it shows the copper exchange, not the FTTP head-end exchange.

As I say, ask IDNET to investigate for you. Or just wait a few weeks for things to sort themselves out.

Have you looked at Aquiss? They use Cityfibre and they might have capacity? I've just moved to them after being a happy iDNET customer for the past year, but Aquiss' pricing (currently three months half price) and free installation, albeit with a 12 month contract rather than one month, swayed it for me.

In reply to a post by candlerb:

In reply to a post by drk:

What I don't understand is why other properties in neighbouring postcodes (same exchange) can get 900 from BT wholesale and zen but I can't for my postcode.

As shown by the BTW/Zen checkers, or because you know people who already have it?

If the cablelink has reached capacity, they won't take any more orders until it has been upgraded. These upgrades do occur, as it's not in BTW's interest to be rejecting orders, but you might be waiting a month or two.

IDNET are a well regarded provider, so can just ask their support what's going on, and they might be able to get inside info about when the upgrade is scheduled.

BTW,Zen and BTR checkers are showing 900 availability for new orders. I don't think the issue is capacity but rather some system not being updated for my address.

In reply to a post by candlerb:

IDNET are a well regarded provider

I went with IDNET for this reason, I've had good comms from them but still don't understand why I can't get strait answer. Is it capacity their BH suppliers capacity at the exchange or an issue with my address.

In reply to a post by ferretuk:

Have you looked at Aquiss? They use Cityfibre and they might have capacity? I've just moved to them after being a happy iDNET customer for the past year, but Aquiss' pricing (currently three months half price) and free installation, albeit with a 12 month contract rather than one month, swayed it for me.

TBH I found Aquiss later and their 900 package is very attractive, Cityfibre is not available at my exchange so they are relying on BT wholesale Backhaul. I did submit a "FTTP Availability Check" query with them they replied with "until BTwholesale update their availability checker orders can't be placed".

My best choice is to wait for BT wholesale to update their systems I just don't know how to kick this off, it doesn't seam to be lack of capacity as other postcode are showing 1000/900 is available.

I had this problem with TalkTalk Business so I went with Trunk Networks
https://www.trunknetworks.com/business-broadband
they also own
https://www.noone.co.uk/

Send them an email

Had no problems with them.

Edited by APTMAN (Mon 26-Sep-22 19:40:38)

drk

It sounds like you are on a new piece of equipment that needs a new Cablelink to BTW to use any BTW supplied ISP.

Talktalk and Sky may be able to supply you as they use their own Cablelinks.

Once BTW cable link is completed you will be able to order from any BTW supplied ISP. But until then they will all fail.

The other areas with FTTP will be on different Headend equipment that has Cablelinks provided.

This issue is normally cleared in 10-15 working days.Keep an eye on the BTW checker to get the earliest view of the clear.

In reply to a post by kitcat:

drk

It sounds like you are on a new piece of equipment that needs a new Cablelink to BTW to use any BTW supplied ISP.

Talktalk and Sky may be able to supply you as they use their own Cablelinks.

Once BTW cable link is completed you will be able to order from any BTW supplied ISP. But until then they will all fail.

The other areas with FTTP will be on different Headend equipment that has Cablelinks provided.

This issue is normally cleared in 10-15 working days.Keep an eye on the BTW checker to get the earliest view of the clear.

I think you right, best to just wait to BTW to sort this cablelinks and address database, it been 2 week already so hopefully won't be long.

It extremely frustrating that Openreach even contacted me to announce availability when there is no Backhaul. BTW and the only LLUs (Sky, TalkTalk) at the exchange are not connected to the headend.

Patience is a virtue. A couple of weeks is nothing in the grand scheme of things. You’re fortunate to get FTTP, there’s a lot of folks still waiting. Cablelinks usually don’t take that long to get sorted. 👍

If you reply back to the ticket you have with us, we can raise a database query with BTW