Help needed from the digital care team about openreach database

[#1]

I placed a order for a extra telephone line on the 10th of October. Plus Net  was able to get confirmation that it would be to a fttc cabinet this install was completed on the 10th of January
After running tests on the bt adsl checker it tells me I am connected to the correct cabinet but fibre unavailable.
Running the same tests on several neighbours telephone no's it shows they are connected to the same cabinet and fibre is available.
Can someone  suggest how we get this matter escalated within openreach
the ticket no 60843712
I would also like to thank the team at plus net because I know that they are just as fed up as I am with openreach with this ticket

[#2]

I'm sorry to hear about that, I will look into this for you.

Quote

Plus Net  was able to get confirmation that it would be to a fttc cabinet

I'm sorry to say that I don't think that's right, I have dealt with a very similar case before and I sincerely doubt that we have the ability to specify a specific cab against an order for a new line so I fear it may well be something that we're not able to raise with our suppliers.
Let me look into it any I'll get back to you later.
Adam

[#3]

Thanks Adam
If you read the ticket notes you we see that plus nett got confirmation from openreach  that the line would be connected to a fttc cabinet
It was not at the time that the order was placed but only after they did a survey and said it was possible

[#4]

I have done, I'll be picking this query up again soon so I'll reply in more detail then for you.

[#5]

Thanks Adam
any update?

[#6]

Hi there,
A colleague of mine on the provisioning team is talking to our suppliers now to try and get this resolved, there's an issue that's preventing us from placing an order at present which we've raised to them via email.

[#7]

Thanks Adam
I have had a reply from one of your colleagues in the provision team and he tells me there is no way to escalate this problem further
As you know from the ticket all the delays over the last three and half months have all been down to waiting for a reply from Openreach
So its back to waiting again

[#8]

Good Morning Adam
Is it not possible for you or Kelly to do a e-chat with openreach to solve the database problem
this is not the first time I have had problems with openreach
if you look at ticket no 59327809 you will see I had speed related problems I started of with 0.5mbs download
We had two visits from special faults over a three month period and in the end a fault was found in the exchange
we now get a constant 2.2mbs download but only about 0.4mbs up which is just not quick enough to use skype with our family in New Zealand
These speeds were only obtained due to the most helpful person in faults who would not give in and just accept openreach awful service but it did take over three months

[#9]

Any chance of a update?

[#10]

Hi kuga,
We're still chasing this up, we've had a response that you're not connected to the cabinet that is fibre enabled although the engineer advised otherwise.
We have replied to them asking what they are going to do to resolve this.
We'll keep you updated.

[#11]

Hi chris
I wasn't connected to the fttc in december but on january the 4th a bt man spent three hours and he
rerouted me to cabinet 22 which is fibre enabled and if you want me to I Can send the print out from bt wholesale showing that I am  connected to the fibre cabinet along my neighbours who have already got fibre

[#12]

The latest update as I mentioned was that you're actually connected to an alternative cabinet and we have advised that this was not what the engineer has advised.
Would you be able to scan and message it across?

[#13]

Thanks chris
I will do it when i get home
Kuga

[#14]

Chris I am having trouble sending the scan to you so have sent you a pm

[#15]

I've replied to your PM.