Are your neighbours on the same cabinet and do their addresses get similar speed estimates? Check a few, as sometimes there are database issues, but if most surrounding properties get similar results then it's likely correct.

Perhaps if you get nowhere try asking Sky to get a new line put in, and then cease the old line, just be careful of costs and make sure Sky are happy to do that.

In reply to a post by R0NSKI:

Are your neighbours on the same cabinet and do their addresses get similar speed estimates? Check a few, as sometimes there are database issues, but if most surrounding properties get similar results then it's likely correct.

Perhaps if you get nowhere try asking Sky to get a new line put in, and then cease the old line, just be careful of costs and make sure Sky are happy to do that.

The funny thing is that on my road, all of the places four doors down (slightly different postcode) and further are going to Cabinet 15 whilst the other five on the same stretch of land, before the road intersection, including mine, are showing up on Cabinet 1 with similar speeds to me.

Now Cabinet 1 is by far the closest cabinet to me (about 175m) and if I do a search on my neighbours addresses who are on Cabinet 15, they get far worse estimated speeds than I got, which makes sense as that cabinet is much further away (about 600m). The exchange is about 650m away.

Edited by deleted (Thu 03-Sep-20 21:45:02)

That's not unusual, you could just be on the borders of two cabinets. If you are on overhead lines, do all the lines to houses on cab 15 come from a different telegraph pole than the ones on cab 1?

You could also ask the neighbours on cab one if they have VDSL/FTTC presuming they know the difference, could be useful to know if they had any problems.

Other than that you'll just have to stress to OR that Sky now can not place an order, but the BT Wholesale checker (include the full screen shot) shows it's available. Don't ask any other questions, just keep it simple.

In reply to a post by R0NSKI:

That's not unusual, you could just be on the borders of two cabinets. If you are on overhead lines, do all the lines to houses on cab 15 come from a different telegraph pole than the ones on cab 1?

You could also ask the neighbours on cab one if they have VDSL/FTTC presuming they know the difference, could be useful to know if they had any problems.

Other than that you'll just have to stress to OR that Sky now can not place an order, but the BT Wholesale checker (include the full screen shot) shows it's available. Don't ask any other questions, just keep it simple.

We do not appear to be on overhead lines, had the idea to look for that a little while ago. Might scout the neighbours tomorrow and see what they are on if I can catch any of them, although I'm not sure they will know the difference but getting them to run a speedtest etc will probably make it obvious.

Sky tried to place the order whilst they were on the phone to me. The person said the public side was showing that FTTC was available but when trying to place the order they got an issue saying that FTTC was unconfirmed to the address so they could not proceed with the order. What does unconfirmed normally mean in this context?

I've since bounced it back to Openreach making the point that they've asked Sky to place an order and encouraged me to ask Sky to do the same, when it's not even possible for them to do so and once again we are back to a game of ping pong with lots of words but no decisive actions being taken to resolve the impasse.

How often is the BT checker updated, is it live or is it updated once a week or something? Maybe something has changed that we cannot see yet?

Edited by deleted (Thu 03-Sep-20 23:06:57)

Last update from Sky is they still cannot place an order for me but next door is showing it's possible, but mine is showing them that FTTC is not available at my address and they can only provide ADSL2+.

The Sky checker also now says that FTTC cannot be provided to my address but if I put either of my next door neighbours addresses in it says that it can be provided.

It's now gone back to the order recovery team in Sky and I've looped Openreach High Level complaints back into the situation with the latest update. I do not expect anything to actually change however and for all the calls and emails, we seem as far away from a solution as ever.

Does anyone know any escalation path in Sky? Customer Priority team don't seem to be cutting it much to be honest and the people who do the fault logging and provisioning of lines and orders are not contactable by phone which doesn't help.

Openreach have now stated that it appears that the line is Exchange Only and this is why they cannot provide the service so they need to investigate diverting the line to PCP1 if possible.

Meanwhile Sky are still unable to place an order and now it seems that the information on the Sky database has gone missing or become corrupted and they normally use such system rather than directly placing the order on Openreach system so that has to be escalated to another part of Sky.

Honestly it's like one step forward and two steps back.

In reply to a post by Justin:

Openreach have now stated that it appears that the line is Exchange Only and this is why they cannot provide the service so they need to investigate diverting the line to PCP1 if possible.

Meanwhile Sky are still unable to place an order and now it seems that the information on the Sky database has gone missing or become corrupted and they normally use such system rather than directly placing the order on Openreach system so that has to be escalated to another part of Sky.

Honestly it's like one step forward and two steps back.

If it is EO then on the BT Wholesale search there would not be a cabinet number above the estimates table. But there is. At least, if the link you gave is for the correct address.

Edited by RobertoS (Fri 04-Sep-20 14:12:49)

I gave the correct address but I was informed that there was a database error.

To quote Openreach

From a recent engineering visit it was advised that the line didn’t physically go into the cabinet (PCP1) so we couldn’t complete the installation of FTTC.

As soon as the order is placed, we will need to arrange an engineering visit to check whether it is possible to divert the pair into the PCP to get the customer up and running on FTTC.

The Sky system also appears now to report something similar which is why they are unable to place an order, as their internal systems don't allow them to place FTTC orders for Exchange Only lines,

I've asked Sky to place the order directly in the Openreach system rather than via their own, as suggested by Openreach, but not sure if people there actually know how to, or are allowed to do so.

Edited by deleted (Fri 04-Sep-20 14:26:27)

If it is EO then on the BT Wholesale search there would not be a cabinet number above the estimates table. But there is. At least, if the link you gave is for the correct address.

See my post from 7 days ago which should expalin

Edited by witchunt (Fri 04-Sep-20 15:39:49)

If OpenReach have altered the database to show you are connected to an EO line again then no FTTC order can be made, not even manually.

OpenReach will still be able to work with Sky on trying to get you a pair in to PCP1 though, allowing the order to be placed again.

Does the BT Broadband Availability Checker still show cabinet 1 or has it changed?

Also check your address on https://www.openreach.com/ and see if it still says FTTC is available.

Sounds like the wheels are in motion and should hopefully be resolved soon.