Advice on trying to get a straight answer out of Openreach

[#1]

I am hoping someone on here might be able to advise me on how to get a straight answer out of openreach about when I will be able to have full fibre. As currently the building I live in which is victorian house split into 7 flats and the other house further up our drive are the only ones in our postcode who cannot currently order full fibre. For both of our properties the availability checker still shows as "between now and December 2026".

I have also looked at the other BT availability checker that has been posted in other threads and it just says FTTP not available for my address with no further comments as to why not. I can see other properties have comments about being single dwellings etc. All I have managed to get out of the MDU team at openreach is that we have been added to the reactive list but cannot tell me anymore than that.

This is despite me finding someone from the utility company Morrisons in our car park in the summer checking to see if the FTTP had been installed yet.

[#2]

Sometimes there are “black holes” in OR’s availability database. Best to call Plusnet and ask for a double check, advising that neighbours have FTTP available.

[#3]

When I ring Plusnet do I need to be asked to be put through to a particular team to discuss this issue?

[#4]

Sales.

If there’s any confusion / computer says no response, mention “Albert’s” Openreach availability escalation process.

[#5]

Thanks for the tip is Albert someone that works at Plusnet and has defined this process?

[#6]

Not exactly, but “Albert” has answers for most things, particularly the odd ball matters, particularly escalations (such as this) which are not common knowledge.

[#7]

Thanks for the tip is Albert someone that works at Plusnet and has defined this process?

Its the nickname for the reference system.

[#8]

A search for BT Albert revealed this from 2022

https://business.bt.com/insights/how-ai-transformed-our-contact-centre-solution/ 

[#9]

@mrwizard 

The PlusNet Customer Options Team on 0800 013 2632 are probably as good as anyone to speak to.

Is your property currently fed by an overhead or underground connection? If the former has anything been added to the top of the pole? For FTTP a CBT (Consumer Block Terminal) is usually attached but for MDU premises it may be different.

Before speaking to PN gather evidence of FTTP availability. Using the Address version of the Checker look up the properties nearest to you. You've already stated the next one up the drive cannot get it. What about prior to your property and accross the street.

Brian

[#10]

It is underground (our road seems to be mix of overhead and underground connections) and nothing has been changed with regards the black box on the outside of the building. When Morrisons came in July they said that if Openreach had tried to install FTTP and found the duct blocked or similar there would be some markings painted on the man hole cover where the cables are. There are no markings so he then thought that they may just have missed us out.

I will try the customer options team tomorrow. I will make sure to discuss that other than the 2 properties above every other immediate neighbour is able to order it.

[#11]

As it is a house, split into several flats you may need to get the freeholder (landlord) engaged.
They may have to provide a wayleave so that OR can install a fibre cable to the house.

Also, speak to your neighbours and rally them to all look at get FTTP

[#12]

The possible need to dig was discussed with the person from Morrisons and getting that permission should it be needed is easy enough as we run the residents association for our flats and therefore can handle any freeholder requests.

The would seem to be conduit under the drive so hopefully if it is blocked they can clear it and therefore not dig the drive up.