BT Infinity web site is misleading about fibre availability

When I was looking at houses to move to I always checked the BT fibre pages to see what broadband speed was available. I choose a house and my main interests was type of house, location and then broadband speed. I was mislead by the web site which stated the post code and phone number would be cabpable of supporting a speed of around 65 mbps download. About two weeks before I moved I rang BT to tell them I was moving to this property and was told fibre was not an option but that was probably a fault of the web site and I could upgrade once I had moved. I phoned BT after seeing the deal where infinity 2 speeds were available for infinity 1 prices up until midnight. The guy at the other end couldn't upgrade me but told me it could probably fixed and would get back to me within 5 days. He got back to me saying fibre was not available and might be available one day, probably when someone signs off BT fibre - how likely is that?

I was very annoyed and threatened to cancel, quite right I had been misold something. They persuaded me to drop the complaint and continue with the contract if they gave that a discount on my monthly payments. A week or so later the discounted payment was available to any new customer.

I said at the time I would drop the complaint but would complain to the regulator if the website still said I could have infinity 2, still does say that to my annoyance.

Who should I report BT to as misleading potential buyers of inaccurate things on their website? They can't be bothered to fix the broadband or website!!!!

Complain to everyone. Lodge a formal complaint
with bt, copy it to gavin patterson and john petter, your local MP, Ofcom , the ASA and a few media outlets as well. That should cover most bases

"probably when someone signs off BT fibre - how likely is that?"

This phrase suggests the issue is a capacity one, i.e. no space for you at the cabinet currently for VDSL2, this will usually change in time, may be a few weeks or a few weeks, but is a dynamic situation so when you checked there may have been some capacity but has subsequently been sold before you placed your order.

The wholesale checker at https://www.btwholesale.com/includes/adsl/adsl.htm?s... mentions capacity usually if that is the cause, otherwise tell us the exchange and cabinet and people can go and check.

Thanks, have checked the bt website regulary every few days and it always says the same. I don't want to give my phone number but the exchange is Calder Valley and my post code is HX7 5PJ

Bt wholesale checker page confirms the speeds i get, copper speeds.

I wouldn't mind if i lived miles ffom the exchange but i live a maximum of 250 m from the exchange.

Problem is you're on a line straight from the exchange, no cabinet. This rules out fibre to the cabinet (FTTC)

Theres a cabinet at the bottom of Brier Hey Lane.

So there is, and the Vicarage is connected to it. Are you? Does the DSLchecker give you a cabinet number? Try the address option http://www.dslchecker.bt.com/adsl/ADSLChecker.Addres...

Tried the link, put tge postal address in and it needs the phone number, tried the link and found its dead.

Incompetant bt yet again.

Cabinet 15 is definitely accepting orders for fttc/vdsl2....

http://www.imageupload.co.uk/image/DcVo

The link batboy gave is definitely valid. Just enter your postcode only, hit submit and then select your address from the drop down list, eg The Vicarage.

Edited by deleted (Tue 20-Jun-17 21:27:27)

In reply to a post by ashtonroad:

Tried the link, put tge postal address in and it needs the phone number, tried the link and found its dead.

Just put in the postcode and enter, then select your address from the next screen

That postcode you mention is covered by the following:
EO Lines to Exchange CALDER VALLEY ~17 lines.
Exchange CALDER VALLEY is served by Cabinet 15 ~ 5 lines.
Exchange HEBDEN BRIDGE is served by Cabinet 6 ~1 line.

If you cannot see any FTTC information for your actual address on that postcode then you are probably an EO Line.

Also when you enter in you phone number into BT DSL Checker what cabinet does it say you are on, if there is no mention of a cabinet at the top where it displays your phone number and the exchange that your line is connected to then you are on an EO Line and those lines cannot get FTTC.

The only way you will get FTTC is if your line gets moved to an available cabinet that has a fibre cabinet linked to it which also has spare ports, or if a new cabinet and fibre cabinet gets install and you get moved to that.

As far as I can see:
Calder Valley (MYCAL) cabinet 15 (for ~300 lines) was upgraded back in April 2015 under BDUK West Yorkshire.

Hebden Bridge (MYHEB) cabinet 6 (for ~900 lines) was upgraded back in August 2015 under the commercial 2012-2013 project.

So my guesses would be that if you are on an EO Line and you do get moved to a cabinet in the future, it is more likely you will be put on cabinet 15 due to it has less lines used, but don't quote me on this.

Paul

Edited by PaulKirby (Tue 20-Jun-17 21:37:27)