topic Re: Full Fibre showing as Not available to me even though Openreach says it is in Broadband & Landline

Full Fibre showing as Not available to me even though Openreach says it is

Kncowans — Sat, 11 Oct 2025 10:19:18 GMT

Hello all

A bit of a strange one here.

In June I received a Notification from Openreach saying that Full Fibre is now available to Order.

In Early July I received the Letter from EE stating the same, however, when I spoke to EE to Upgrade my Broadband I was told that only FTTC was available to me.

If I check the Full Fibre Availability Checkers for Sky, Vodafone and a few other Broafband Providers they all show Full Fibre as being available for me to Order.

It seems to be only BT and EE that show it as not available.

After some investigation, by me, when checking the EE Availability Checker, it seems that No Odd Numbered Houses on my Street have it available, however, Even Numbered Houses upto and including Number 32 have it available, Numbers 34 to 40 do Not.

I have been dealing with an EE Guide who has been very helpful and she even got her Superviser involved, they have filled out some Forms but I have not heard anything back yet, that was Two Weeks ago.

It does not seem to be a Physical Equipment Issue as it is showing as available on Multiple other Broadband Providers Availability Checkers.

It looks to be a Database Issue that is shared between BT and EE.

Has anyone come across this type of Issue before?

Thanks in advance

Kevin

Re: Full Fibre showing as Not available to me even though Openreach says it is

XRaySpeX — Sat, 11 Oct 2025 11:13:20 GMT

Even when OR say Full Fibre is available it may not have the full infrastructure in place at the exchange for its ISPs to be able to sell it. Only when BTw is actively wholesaling it will it be available from its ISPs. These other ISPs you mention may be getting their Full Fibre from altnet suppliers. I know Sky & Voda sell Full Fibre from CityFibre, as well as OR.

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Re: Full Fibre showing as Not available to me even though Openreach says it is

Kncowans — Sat, 11 Oct 2025 11:36:48 GMT

Hello @XRaySpeX

Thanks for the Reply.

On the EE Availability Checker it shows some Houses on my Street have Full Fibre available and some do not.

This is the Table for my Address:

And this is the Table for the House Opposite:

As you can see, Full Fibre is shown as available for the House Opposite but not for me, or any other Odd Numbered Houses on my Street.

Thanks

Kevin

Re: Full Fibre showing as Not available to me even though Openreach says it is

XRaySpeX — Sat, 11 Oct 2025 11:55:06 GMT

Yes, that confirms what EE & BT are telling you, that you can't get FF but the house opposite can (WBC FTTP).

EE can't sell you FF when BTw won't wholesale it to them.

I bet if you look at the CityFibre site they can give it you. That's where Sky & Voda are getting it from.

It's not a database issue but the difference between FF infrastructure providers.

Re: Full Fibre showing as Not available to me even though Openreach says it is

Mustrum — Sat, 11 Oct 2025 16:20:18 GMT

@Kncowans The text below the table will give more useful information about how the service is delivered.

Can you post the text from one of the properties where FTTP is available?

It is likely that Openreach have only half completed your area with work still to be completed.

Does the Openreach checker show it is available when you enter your details?

Re: Full Fibre showing as Not available to me even though Openreach says it is

Kncowans — Sat, 11 Oct 2025 21:46:03 GMT

Hello @Mustrum

Thanks for the Reply.

First I would just like to address @XRaySpeX

You would be correct, however, when the Infrastructure and Cables were being laid in my Street I went out and spoke with the People doing the work.

They confirmed that they were Openreach, discussed the route taken for the Cables from the Exchange and even which PON Cabinet serves my Home.

So, the Full Fibre is definately Openreach.

Now, this is the Table for Number 32 which is opposite me:

This is the Text from below the Table:

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

Thanks in advance

Kevin

Re: Full Fibre showing as Not available to me even though Openreach says it is

slaw6 — Sat, 11 Oct 2025 22:15:55 GMT

Hello all

I have a similar situation and guide me to here during my research. That is Openreach said yes on full fibre but not available in EE, or even Sky. BT, and Vodafone checker. It is also similar that some of my neighbours under the same post code have the availability but I don’t.

And more than that, I remember I checked EE availability checker a few weeks and months ago and it said yes at that time.
As the infrastructure is purely done by Openreach, I assume the information in Openreach is correct and I suppose there is something wrong about the data integrity to check the availability from Openreach.

Per AI’s comments, I am not sure if someone in EE can submit what’s called an “ORDI request” (Openreach Data Integrity) or The Address Matching Team to Openreach then investigates and corrects the entry in the Openreach database?

Re: Full Fibre showing as Not available to me even though Openreach says it is

Kncowans — Sun, 12 Oct 2025 07:52:12 GMT

Hello all

Since the Uploaded Images were dissalowed, I have Re-Uploaded them here after removing the identifying information:

Thanks

Kevin

Re: Full Fibre showing as Not available to me even though Openreach says it is

Mustrum — Sun, 12 Oct 2025 09:47:07 GMT

@Kncowans thanks for the update, the key info from text below the table is:

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

FTTP is available and a new ONT may be ordered.

Alas that info is not shown where you can't get FTTP - so is there a difference on how your current broadband is delivered? Is it also on underground ducts or is it via a pole?

Also does the Openreach checker say FTTP is available to you?

Unfortunatley Openreach often say and give out leaflets when the fibre is laid, but before it is connected at the exchange.

Re: Full Fibre showing as Not available to me even though Openreach says it is

Mustrum — Sun, 12 Oct 2025 09:52:41 GMT

@slaw6 No one on here has access to account information so cannot raise an ORDI, you would need to call customer services.

Is there anything different between your and other properties where FTTP is available - Openreach often have to complete additional work and get landlord permission if the property has more than one occupier, or has been converted to flats.

Re: Full Fibre showing as Not available to me even though Openreach says it is

Kncowans — Sun, 12 Oct 2025 10:27:50 GMT

Hello @Mustrum

Thanks for the Reply.

This whole Estate has the Cables delivered via underground Ducts, there are no Poles.

The Openreach Checker reported that Full Fibre was available for me to Order back in Mid June and I received the Letter from EE saying that it was available to Order in the First Week of July.

Also, according to an Exchange Checker, Openreach FTTP is Enabled for my Exchange.

Thanks

Kevin

Re: Full Fibre showing as Not available to me even though Openreach says it is

slaw6 — Tue, 14 Oct 2025 09:47:10 GMT

Thanks for your reply.

I did reach out to Vodafone for the issue but they keep saying that to stay tune and register the interest, and will let me know once available. I suppose I would have a similar standard feedback if I do it on EE or BT customer services.

We are 4 semi-detached houses under the same development and 3 of them, including myself, have no full fibre. And some houses and flats under the same post code which are on the same side along the road and at the other end to the only 1 semi-detached house with full fibre, they do have full fibre too. Our 3 semi-detached simple and standard standalone houses in the middle, we are not shared/converted houses or flats or other complicated land/house situations. It sounds no reasons that we have been skipped in terms of infrastructure.

And as I said, the most strangest thing is we did have it a few weeks or months ago.

Re: Full Fibre showing as Not available to me even though Openreach says it is

Kncowans — Tue, 27 Jan 2026 10:39:34 GMT

Hello all

I Hope you are Well.

I thought I would give an Update on this situation.

After being told by multiple EE Guides that Full Fibre was not available to me, even when it had been confirmed as being so, I escalated to the Complaints Department.

After a few Days, it was once again Confirmed that Full Fibre was indeed available to me but it was not showing as available on the EE Systems.

The Lady I dealt with in Complaints raised a Bridge Case and after a Week, Full Fibre became available for me to Order.

I had Full Fibre 900 Ultimate Installed on 26 January, after 6 Months of Stress, and everything is working Great, 920mb Down, 107mb Up.

So, this Issue has finally been resolved, Thankfully.

Thanks

Kevin