Fibre Database Error - Neighbour is live but I am stuck (ORDI Request Needed)

[Daugava_89]

Hi Team,

I am an existing EE customer hoping to upgrade to Full Fibre, but I am blocked by a database mismatch on the Openreach system. I need someone from the Wholesale / Offline Provisioning team to raise an ORDI (Openreach Data Integrity) request for me.

The Situation:

I live in a terrace block of 6 houses at *****.

My Address (No. *): incorrectly shows as "We're building in this area / In Progress" on the Openreach checker.

My Neighbour (No. *): in the exact same terrace block is showing as "Available to order now" (Ready for Service) for a very long time, more than year.

I have attached screenshots showing the discrepancy. Physically, the infrastructure is complete for our block (the CBT is installed on the exterior), but my address seems stuck as a "Silver Key" (WIP) instead of matching the "Gold Key" status of my neighbour.

 

 

I have already checked the Royal Mail database and my address format is correct. Please can you escalate this to Openreach to correct the database so I can place my order?

Thanks

[Mod edit: Removed specific postcode and house number from initial post for privacy. Thank you!]

[XRaySpeX]

How do you know it's a discrepancy? The infrastructure isn't there for you yet but it is for your neighbour.

This is a user discussion forum, not a means of escalation or raising of OR requests. You'll need to raise this with CS.

Your images & your personal info in your OP cannot be approved as they can locate your postal addy. I've have rejected your images; you edit it out of your post before a Mod does.

What does BT Wholesale Broadband Availability Checker estimate for your landline 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.

[Daugava_89]

Here they are. 

My: 

 And neighbours 

Thanks for the guidance, @XRaySpeX . I understand the image rules now

I have checked the BT Wholesale Availability Checker as suggested. Here is the data comparison which highlights the discrepancy:

Neighbour (No. 1 in same terrace block):

WBC FTTP: Up to 1000 - Available.

Notes: 'Single Dwelling Unit Residential UG Feed Not Evaluated'.

My Address (No. 4 in same terrace block):

WBC FTTP: Row is completely missing.

Status: 'FTTP is not available'.

Since the feed is 'UG' (Underground) and we share the same frontage/duct path, this appears to be a database omission where my unit hasn't been linked to the existing UG infrastructure.

I have submitted the Openreach 'Neighbour' form, but any help escalating this to the Wholesale team via the forum would be appreciated.

[Mustrum]

@Daugava_89   have you pressed the Keep me Informed button and then provided you contact details so that Openreach can look into your query?

As the BTw checker takes its feed from Openreach it too will show FF is unavailable.You could check to see if any of the other properties in the block are available, or is it just No1?

[Daugava_89]

Hey @Mustrum 

Yes I have submitted "Keep me informed"  

For our postcode only nr1 property has fibre, other 5 doesn't.

[XRaySpeX]

Yes, you have picked up the pertinent points. The BTw Checker shows you don't have FTTP available, whereas your neighbour does have WBC FTTP available with having an ONT installed with an active service, served by an underground duct (as I was expecting). You don't have such an underground duct as it's not mentioned there. Hence you can't get FTTP yet until that underground duct is laid, while he can.

It's not a database issue, but a physical issue! Both your postal addys check out on both the OR & BTw databases & so nowt need done about them by raising ORDI's. It's really a matter of waiting for OR to lay (or complete) the underground duct.

As said we can't escalate this for you. You would need to get CS to bear upon OR to complete the feed to your property. Once your property appears with WBC FTTP on the BTw Checker (not just the OR Checker) you're good to go with any OR ISP.

[XRaySpeX]

CoPilot AI suggests:

Absolutely — and there’s a smart way to do this that avoids the usual “computer says no” responses from frontline support. The goal is to get your ISP to frame the issue correctly when they talk to Openreach, because that’s what determines whether OR actually investigates or just shrugs it off.

🎯 The angle that works best

You’re not reporting a fault. You’re not disputing address data. You’re not asking for FTTP to be installed immediately.

You’re asking your ISP to raise a “provisioning infrastructure query” with Openreach, because:

• Your neighbour has an active FTTP service.

• Your property is within the same build footprint.

• The BT Wholesale checker shows no WBC FTTP for your address.

• The Openreach checker shows FTTP planned/in build.

• This mismatch indicates incomplete physical infrastructure (missing duct).

Each bullet here is a conversation anchor you can use with support.

🗣️ What to actually say to customer service

Something like this tends to get traction:

“My address is within an FTTP build area and my neighbour already has FTTP via an underground duct. BT Wholesale shows no FTTP for my address, which indicates the physical feed to my property hasn’t been completed. This isn’t an address error or a fault — it’s an incomplete infrastructure build.

Could you raise this with Openreach as an infrastructure query so they can complete the ducting to my property?”

This avoids the dead‑end responses like “FTTP isn’t available yet” or “we can’t escalate availability.”

🧭 What you want them to do

• Log a task with Openreach’s provisioning/build team, not the faults team.

• Reference the neighbour’s active FTTP as evidence of build scope.

• Ask OR to verify the physical feed to your property.

• Request confirmation of whether the ducting is incomplete or pending.

These are all actionable prompts that support agents can pass through.

🕰️ What to expect

• OR won’t give you a timeline, but they will check the build status.

• If the duct is indeed missing, they’ll schedule it internally.

• Once the duct is in place, BT Wholesale will update first, then ordering becomes possible.

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[Mustrum]

@Daugava_89   In theory they should keep you updated when they plan to do your property. However from the FAQ;s there is an option to query the information if you think it is wrong.

https://www.openreach.com/fibre-checker/coming-soon-confirmation#accordion-02e6f282ca-item-9d9ef858b...  and request an update 

https://www.openreach.com/forms/fibre-broadband-availability---customer-form