Bit of an update on this, spoke to a chap from Plusnet's higher escalations team yesterday, he advised he has cancelled the migration to their new network so he could perform some checks which the he was unable to do if the line was due to be migrated.

He has contacted openreach on my behalf and ran my line number through their data integrity checker, which apparently checks 3 different databases to ensure there are no discrepancies in the data and this came back with no issue's found.

He has also ran some other checks and is unable to see any flags/marker/tags/cease's/orders etc on my line.

Prior to this phone call, he sent me a message repsonding to the ticket I raised online.

Dear Mr *******,

I tried to call this afternoon regarding your issue in moving onto a FTTC service with Uno. Your email to the Openreach CEO complaints team has been passed to Plusnet to see what we are able to advise from our end. Sorry I wasn't able to speak to you directly.

I received further response from the CEO complaints team within Openreach this morning who advised you'd made contact with us to upgrade to the new network. The agent you spoke to actually failed to leave a note advising you'd requested to be put onto the new network.

Forgive me as I'd already cancelled the order to migrate to our new network this morning before this further information came through. I cancelled this as it would prevent us from being able to do any line checks or records checks whilst it is in-flight. Furthermore, I don't believe this will rectify the issue anyway sadly. I've forwarded your line details to the Openreach Data Integrity team who have basically triaged the records between all of their systems and they've advised they see no issues or markers stuck on the line.

Furthermore, checking the 'Enhanced Line Characteristics' feature with Openreach shows:

Line characteristics


You searched for telephone number 01522******.
CSS Exchange: BWD/ BIRCHWOOD
District code: SL
BT Post code: *** ***
PCP Id: 11
FCP Id:
DP Number: 1491
ANFP Category: X
Circuit line length estimate: 2204
Circuit line length calculated: 2380
DP Line length estimate: 2116
A � Earth capacitance: 136
B � Earth capacitance: 138
Celerity line loss: 27.7
LLC Line loss:
Timestamp for Last weekly Update: 25/10/2016
Timestamp for Last monthly Update: 21/10/2016
Timestamp for Last celerity Update: 18/10/2016

FTTC Availability


FTTC (VDSL) Availability: Y
FTTC (VDSL) Available Date:
FTTC (G.fast) Availability: N
FTTC (G.fast) Available Date:
FTTC (G.fast) Cabinet unavailability reason :
18/2Availability: N

SOGEA Availability


SOGEA (VDSL) Availability: N
SOGEA (VDSL) Available Date:
SOGEA (VDSL) Cabinet unavailability reason :
SOGEA (G.fast) Availability: N
SOGEA (G.fast) Available Date:
SOGEA (G.fast) Cabinet unavailability reason :

VDSL Information

Range A

Top Downstream Bandwidth: 80Mbit/s
Top Upstream Bandwidth: 20Mbit/s
Bottom Downstream Bandwidth: 70.64Mbit/s
Bottom Upstream Bandwidth: 20Mbit/s
Range B

Top Downstream Bandwidth: 80Mbit/s
Top Upstream Bandwidth: 20Mbit/s
Bottom Downstream Bandwidth: 55Mbit/s
Bottom Upstream Bandwidth: 17.07Mbit/s

OHP District code: SL
OHP Exchange code: LI
OHP Exchange name: LINCOLN
Bandwidth measure: Actual
L2S: BAABUD

G.fast Information

Range A

Top Downstream Bandwidth:
Top Upstream Bandwidth:
Bottom Downstream Bandwidth:
Bottom Upstream Bandwidth:
Range B

Top Downstream Bandwidth:
Top Upstream Bandwidth:
Bottom Downstream Bandwidth:
Bottom Upstream Bandwidth:

OHP District code:
OHP Exchange code:
OHP Exchange name:
Bandwidth measure:
L2S:

FTTP Availability


Premise type:
MDU Status:
MDU Available date:
MDU Progress Update:
MDU Notes:
FTTP Availability: N
FVA Availability: N
FTTP OHP District code:
FTTP OHP Exchange code:
FTTP OHP Exchange name:
FTTP L2S:
TMANoticeOrPermitRequired:
TMANoticeOrPermit:
Serving network notes:

FTTP on Demand Availability


FTTP on Demand available: N

FTTP on Demand service availability cannot be guaranteed and is always subject to survey.
District code: SL
OHP Exchange code: LI
OHP Exchange name: LINCOLN

Service information


Service type:

Line ID: 01522******
Line Status: Working
Service type: GEA

Line ID:
Line Status (VDSL): Working
Line Status (G.fast):
GEA CP Name: BT WHOLESALE


Service compatibility

Service type Compatibility indicator
MPF Y
SMPF Y
FTTC Y
SOGEA Y

Technology message list

Technology code Technology text
G Generic Ethernet Access


This check shows that VDSL is currently active and available on line. Furthermore it shows that there are no open orders stuck on the line; these would be included towards the bottom. This is information directly from the Openreach systems and I imagine most, if not all providers draw the information using the same method. I have checked multiple other providers who can also provide VDSL technology so I am unsure as to why the checks by Uno come back as negative.

Unfortunately at this current time I am unable to offer any further explanation as to why Uno are unable to progress an order on their side unless they can potentially provide any further information? I am more than happy to re-instate the migration to the new network which will take 2 weeks to complete, however as I advised earlier this is something I don't believe will overcome the issue.

As explained on the phone I can be contacted on *********** should you wish to discuss this further.

Kind regards,

***** ********

I have spoken to Uno again this morning and now the cease has been removed by Plusnet, their checker has now returned to the original message stating they can't offer any xDSL services on my line.

The chap I spoke to advised he will send my query to the development team, however the results of that investigation can't be shared with myself or any other 3rd party.

Hoping Matt can chime in again after reading my above post.

In reply to a post by rivageeza:

The chap I spoke to advised he will send my query to the development team, however the results of that investigation can't be shared with myself or any other 3rd party.

That's not exactly correct. One of the guys advised it would be passed to dev to check again for you but they would not feed anything back directly, not that we couldn't share the outcome.

There isn't much more that I can add from the extensive calls we've had to date as the situation is no different. I'm sorry.

Matt

If you could share the outcome Matt I would really appreciate that.

In reply to a post by rivageeza:

If you could share the outcome Matt I would really appreciate that.

So there you have it for no known reason uno's availability checker is unable to offer any services to some potential customers,yet these customers are able to get service from other ISP's
If i where Uno and was 100% sure that this was down to the data supplied by BT i wouldn't be happy at being singled out ,

Edited by tommy45 (Fri 28-Oct-16 19:29:11)

Matt what is stopping you doing a manual order? do openreach flat out refuse to provision service if your computer says no?

Well I have been trying to talk to Matt by e-mail but it's like pulling teeth and rather than asking themselves "Why is our system not allowing someone on a BT based line for landline and FTTC to migrate to us" They seem to have a we don't give a stuff approach.

Such A shame, They have the mix of connectivity with stats I wanted at a price that would suit - but they just don't seem to have the CS

So - can't really do much about it can i. I wish I had the luxury of cherry picking my customers and ignoring money losing business critical problems. Well done Matt, You must be very rich and run UNO as a hobby, no?

The attitude in some of your posts is questionable, not only towards me but others too and it seems to you want to start a fight or argument with anyone that does not agree with you, or give you what you want.

Matt

In reply to a post by uno:

The attitude in some of your posts is questionable, not only towards me but others too and it seems to you want to start a fight or argument with anyone that does not agree with you, or give you what you want.

Matt

Hardly professional as a response is it? The information provided by openreach, plusnet and the op clearly demonstrate a service can be provisioned. What fascinates me is the op still wants to give you business.

I had issues with provision when I signed up to TalkTalk, I had callbacks, follow ups and a case manager assigned until I went live all for £17.70 a month. This was with the cheapest budget basement ISP on the market and yes talktalk spoke directly with openreach regularly, surely uno could have done more...

Everyone is entitled to their own opinion.

Likewise, you assume what we have and have not done. You also assume that your issue is the exact same as the OP is having - on at least one count you are incorrect.

As someone else has already attested, the issue is not of our doing and for that example, it was resolved by the current ISP - something we cannot and do not have any influence over!

Matt

Edited by uno (Sun 06-Nov-16 22:40:59)