Really weird issue after FTTC migration - please help!

I know there are many knowledgeable individuals on this forum who might perhaps have access to OpenReach information that is not available to others.

The basic issue is my mother is unable to order any sort of broadband, ADSL or FTTC, as there is no capacity available on either. Note Codelook does not say the FTTC cabinet is full.

It's a very painful story how we got here, basically Mum had been on FTTC via plusnet without issue for many years when I found out that she qualified for the BT social tariff £15 a month. Great I thought, get her migrated to BT and she'll save £20 a month.

Unfortunately plusnet made a hash of the migration and ceased her line completely without notice. Annoyed at this I emailed the CEO and the complaint was passed to a very helpful plusnet person. This was on the 30th December and mum still isn't connected to any sort of broadband services. This is the sequence of events:

- Plusnet try and reinstate the line, initially get FTTC cab full so place an ADSL order to at least get the phone line back.
- After a few days the phone is operational again and it transpires the FTTC cab isn't actually full, so ADSL order is cancelled however when plusnet try and order FTTC they get a tag issue so raise it with OR.
- OR spend about a week trying to clear the tag on the line, but find out there is a battery fault on the line so need to get that sorted. Odd as there were no issues just a week or so ago?
- OR engineer checks the line from mum's flat, no issue there but apparently the fault is not just her line so off he goes. A number of other OR engineers arrive in the street and poke around.
- A few days later the fault is cleared but plusnet still can't order as the fault is still showing so they leave it a few days before trying again.
- A few days Plusnet still can't order for some unknown reason, still being progressed with OR.
- Today the tag or whatever was blocking the order is now cleared, however plusnet op can't order FTTC as the cab shows as full.
- Plusnet op tries to order ADSL but gets "no capacity" for that as well. He says it's only the second time he's not been able to order ADSL and the other time was a very remote village years ago.
- Nearly seven weeks since the line was ceased and mum still no broadband at all!!

The plusnet op is scratching his head at the moment, he's been very helpful but there is something not right here, so can anyone please help?

Postcode is DA9 9PW, Greenhithe (Kent) cab 12.

Cheers.

Addendum:

- BT wholesale checker says "waitlist" for cab 12.
- G.fast is available from cab 12 but not available to order from mum's address. Slightly surprised at this as VDSL2 is 80/20 from her address.

I think she may just have to keep on at them, this is a problem when changing. I am looking at other providers but to be honest I would prefer to stay with Plusnet, just in case this sort of thing happen.
i hope they sort it out soon for your mother.

Do properties either side of the address in question show G.fast availability? It may be worth appealing to Openreach in that instance to get the database changed to at least give you that option.

Mary

OR checker shows that FTTP build is planned which will eventually relieve the capacity issue. Witchunt may be able to give an indication of when this is likely,

I am surprised you cannot even get an ADSL+ service at present.

Just a quick note on CodeLook, it's very out of date, the dataset hasn't been updated since 5th November 2020.

In reply to a post by kitcat:

Mary

OR checker shows that FTTP build is planned which will eventually relieve the capacity issue. Witchunt may be able to give an indication of when this is likely,

I am surprised you cannot even get an ADSL+ service at present.

That is good, but when they say planned, it could be months or years.
I only replied to the post to get it back to the top for her