topic Re: Advice Please: BT Wholesale Error, cannot order fiber. in Broadband & Landline

Advice Please: BT Wholesale Error, cannot order fiber.

noobey — Fri, 21 Jun 2024 07:01:02 GMT

Hi all,
I'm an EE customer. Fiber (FTTP) was installed on my road roughly 6 months ago, and immediately began showing on Uswitch to order from Sky, Talk Talk, PlusNet and Vodafone. My neighbours immediately booked the installs in and have been enjoying 1000mbps down/100mbps up since. Meanwhile I'm stuck on 18mbps down and 1mbps up (painful!).

However, both BT and EE were missing from that list.
As an EE customer I thought I'd be patient and wait as I'm in contract and want EE 1.6gbps package.
However, 5 months later, no dice. I called EE and they directed me to the BT Wholesale site which shows we have no fiber on our road. Which is not correct, as I'm now the last house on a small road of 12 houses to not have it installed yet.

Does anyone know who to contact to have BT/EE update their systems to get this sorted so I can order fiber please?

Thanks!

Re: Advice Please: BT Wholesale Error, cannot order fiber.

XRaySpeX — Fri, 21 Jun 2024 07:41:19 GMT

Can your address be discovered by the Royal Mail Postcode Finder?

Re: Advice Please: BT Wholesale Error, cannot order fiber.

noobey — Fri, 21 Jun 2024 07:42:40 GMT

Yep, and it also appears on BT Wholesale (albeit with ADSL, no fiber).

Re: Advice Please: BT Wholesale Error, cannot order fiber.

Mustrum — Fri, 21 Jun 2024 07:58:55 GMT

@noobey If your neighbours are enjoying 1000Mbps both up and down it will not be on the Openreach network used by BT, EE & Plusnet, but an Altnet such as Cityfibre. The Open reach network restricts upload speeds and does not offer a symmetrical service.

Re: Advice Please: BT Wholesale Error, cannot order fiber.

TuckerUK — Fri, 21 Jun 2024 09:55:36 GMT

@Mustrum I think you miss read dude

**My neighbours immediately booked the installs in and have been enjoying 1000mbps down/100mbps up since**

Re: Advice Please: BT Wholesale Error, cannot order fiber.

noobey — Fri, 21 Jun 2024 10:55:11 GMT

I think you have misread my post.

Our road is definitely on OpenReach's network:

Re: Advice Please: BT Wholesale Error, cannot order fiber.

Mustrum — Fri, 21 Jun 2024 12:56:03 GMT

Apologies, yes I did misread the original post.

@noobey Could you post the results of the BTW DSL checker, it is that used by BT/EE and others. Post the whole page, including the text at the side and below the table it will give more info if fiber is available. Idealy use your phone number, if not the address checker.

Depending on the result, it will be either Openreach, or EE that you need to speak to. However for reasons unknown, existing EE customers seem to have issues going to the new EE!

Re: Advice Please: BT Wholesale Error, cannot order fiber.

noobey — Fri, 21 Jun 2024 14:11:40 GMT

Yep sure,
Here's what I see on BT wholesale for every house on the road (including all those that have FTTP with Sky/Openreach):

From what I can tell it's impossible to reach Openreach as a customer.

Re: Advice Please: BT Wholesale Error, cannot order fiber.

Mustrum — Fri, 21 Jun 2024 14:45:33 GMT

@noobey wrote:

Yep sure,
Here's what I see on BT wholesale for every house on the road (including all those that have FTTP with Sky/Openreach):

From what I can tell it's impossible to reach Openreach as a customer.

@noobey that is most odd.

You will not be able to order fibre until the BTW site says you can. However Openreach does have a way to query them, either a complaint, or an email to the boss asking why their site shows fibre but BTW does not.