Raising an ORDI (Openreach database integrity) check via EE

[muzziman]

Hi,

Has anyone successfully managed to get EE to raise an ORDI request? My address is showing as not having full fibre, when my neighbours have it and the Openreach engineer installing theirs told me it would be simple to add our property too in the same conduit.

I'm 99% certain this is a database issue, because my flat has only had Virgin cable services (no regular phone line) for over 25 years. I'm the freeholder, so that's not an issue etc etc. The Openreach wholesale search shows my property is served by the same cabinet as my neighbours.

I  tried raising it with Openreach and they say I need to get "my provider" to raise an ORDI. Of course, I don't have a provider (well, Virgin but they don't count), so I asked EE as that's who I want to use. But the sales guy just wants to sell me the slow non-fibre and "upgrade me when it's available". Which will be never if the ORDI isn't raised, and he said he'd never heard of ORDI.

So, has anyone successfully done this, and if so, what steps did you have to take?

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

EE will only raise an ORDI request for you if you become an EE cust. by placing an order for EE BB.

[muzziman]

 Annoyingly blurry photo attachment, I can’t attach PDFs and the table gets corrupted, but that’s data. The report is identical to my neighbours other than the “FTTP is not available” line. There’s no reason for it not to be available. 

I am an EE mobile customer, but can’t place a broadband order until the product is available. I currently have 1Gig Virgin Media cable, so am not about to sign up for a multi year contract with EE unless I know the fast service can be provided. As soon as I can, I’m more than happy to ditch Virgin. I’d provisionally order the FTTP broadband from EE as long as it could be cancelled should it not be possible, but web forms and human agents won’t let me select it as that say it is not available. 

So basically I’m stuck in limbo until I can get someone to fix the database issue. 

[XRaySpeX]

Is there really an ORDI database issue? That site recognises your addy OK.

I think you have seen that the OR Fibre Checker claims that FF is available at your location but that's not the final say.

Until WBC FTTP appears in the BTw BB Checker it hasn't yet been released for sale by ISPs. 

[muzziman]

I can’t know for sure without the ORDI request. But I see no reason why it wouldn’t be available. I’ve physically seen the fibre being run through conduit to the wall of my house. The openreach engineer running the cable told me my house was ready.  My guess is that there’s probably an old “wayleave” problem where they think a freeholder has to grant permission to run the cable. I am the freeholder. I can do this. 

[Mustrum]

@muzziman   What does the Openreach checker report for your property? https://www.openreach.com/  enter your postcode and then pick your address from the drop down. There is no such thing as the Openreach Wholesale  chacker, so not sure what you mean when you mention that. If the Openreach checker shows fibre is available but the BTW does not, then as already mentioned it is just a case of waiting until works in the exchange is ready.

Mention of the cabinet is also not relevent they are only used  for FTTC and only listed in the BTW checker.

[XRaySpeX]

Such a situation is not unusual: FF is on OR but not on BTw & therefore not on any ISPs Checker. OR is simply the provider of the infrastructure. not a wholesaler. BTw is the wholesaler & until they have it ISPs can't sell it.

The cabling may be in place but it is no longer a physical issue but a commercial 1.

[XRaySpeX]

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@Mustrum wrote:

@muzziman   There is no such thing as the Openreach Wholesale  checker, so not sure what you mean when you mention that.

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It is obviously not the BT Wholesale Checker as per its results above. So it can only be the OR Fibre Checker.

[muzziman]

That explains the difference between the openreach and BT wholesale sites, thanks. 

The openreach site shows my property as not available because they’re “building in my area”.

The reason I mentioned the cabinet was to show that my neighbours who were historically connected to the non-fibre network via the same infrastructure as me can get fibre. 

I don’t think this changes things though. The openreach database seems to think they’re building in my area, but the engineers have all been and gone last summer, and I seem to be one of the few houses without FFTP. The others in my street in the same situation are also long-term Virgin-only properties 

So I still think it needs an ORDI request to “fix it”. I just can’t prompt EE into doing so - they just want me to sign up for an inferior product. 

This is what openreach responded with:

At this moment FTTP isn't available to order at your property. This may be because of multiple dependencies to connect your individual home, such as reliance on third parties or excavation works. Please use the Openreach Fibre Checker and our Expression of Interest process to register your details and you will be notified via email if anything changes once you fill out the expression of interest.

Fibre Checker

Additionally. If you wish to update the address, you may raise a request with the ORDI team through your service provider for further investigation or correction of the Openreach address.

That “through your service provider” is the issue. 

[Mustrum]

@muzziman  OK, alas no one on here has account access, and as you do not have a broadband account you are unlikley to convice anyone to raise an ARDI request.

I beleive you would be better getting Opnreach to update their records by registering your interest and using the keep me informed option to get further details from them.