I can't get broadband but next door can

richgm

If this isn't the right place to ask this, then I apologise.

My problem is exactly what the tittle said. I'm moving into a new property this week and OneStream want to charge me £286 early termination fee because they can't supply broadband to the new address (Not a new build). Neither can BT, EE, Vodafone or anyone else who use the Openreach system. But ALL of them say that they can supply the houses either side of me. If I check on the Openreach Web site then they show I can have Fiber to the Box Broadband. OneStream won't raise the issue and just tell me I have pay the £286. I can't contact Openreach directly and nobody else is interested unless I sign with them first. I cant ask anyone who lives there as the house is vacant, so I seem to be stuck.

Does anyone know how the *beep* I get this sorted?

MattMattMattUK

richgm said:

If this isn't the right place to ask this, then I apologise.

My problem is exactly what the tittle said. I'm moving into a new property this week and OneStream want to charge me £286 early termination fee because they can't supply broadband to the new address (Not a new build). 

If they cannot supply you then you will have to pay the early termination fee.

richgm said:

Neither can BT, EE, Vodafone or anyone else who use the Openreach system. But ALL of them say that they can supply the houses either side of me. If I check on the Openreach Web site then they show I can have Fiber to the Box Broadband. 

What do you mean by "Fiber to the Box" as that is not a product that Openreach, offer Fibre to the cabinet (FTTC), Fibre to the premises (FTTP)? It may be that it was installed to the kerb on that street but not to the property because the previous owner refused, it may be that there is an error in the database, it may mean that the local cabinet is at capacity until fully switched over to fibre.

richgm said:

OneStream won't raise the issue and just tell me I have pay the £286. I can't contact Openreach directly and nobody else is interested unless I sign with them first. I cant ask anyone who lives there as the house is vacant, so I seem to be stuck.

Does anyone know how the *beep* I get this sorted?

What do you get if you register your interest for a service at that address via the Openreach website?

Keep_pedalling

They should not be charging you if OT can’t serve the premises. Our bungalow has OR FF in theory but there is no line of sight from the pole and it would cost is £4k to have ducting installed in our drive, so our previous supplier (BT) allowed us to end our contract early with no charge. 

housebuyer143

I have read before that the cabinet is likely full. Your neighbours are already on FTTC and so can switch if they wanted, but because you don't have a supply your space was taken by someone else. They can't just make more spaces so you have to wait for someone to cancel broadband completely.

You might need to look into 4G/5G routers as this might be the only way you can get internet. 

iniltous

Put the address into this checker and post the results 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

presumably you mean Fibre To The Cabinet ( FTTC ) as there is no such thing as fibre to the box , this is shown as SoGEA on the checker .
 If the checker shows SoGEA available then it is , irrespective of what Onestream say , if shows waiting list , then there are no spare ports in the cabinet .

Even if waiting list Onestream should offer you ADSL ( SoTAP )  , and although slower , no ETC are due  , plus once the FTTC ‘cabinet’  has a spare port you can upgrade, that’s what ‘proper’ ISP’s do , not all ISP’s are the same though , and it probably is worth saying that’s why cheap isn’t necessary best when it comes to this type of thing .

richgm

MattMattMattUK said:

richgm said:

If this isn't the right place to ask this, then I apologise.

My problem is exactly what the tittle said. I'm moving into a new property this week and OneStream want to charge me £286 early termination fee because they can't supply broadband to the new address (Not a new build). 

If they cannot supply you then you will have to pay the early termination fee.

richgm said:

Neither can BT, EE, Vodafone or anyone else who use the Openreach system. But ALL of them say that they can supply the houses either side of me. If I check on the Openreach Web site then they show I can have Fiber to the Box Broadband. 

What do you mean by "Fiber to the Box" as that is not a product that Openreach, offer Fibre to the cabinet (FTTC), Fibre to the premises (FTTP)? It may be that it was installed to the kerb on that street but not to the property because the previous owner refused, it may be that there is an error in the database, it may mean that the local cabinet is at capacity until fully switched over to fibre.

richgm said:

OneStream won't raise the issue and just tell me I have pay the £286. I can't contact Openreach directly and nobody else is interested unless I sign with them first. I cant ask anyone who lives there as the house is vacant, so I seem to be stuck.

Does anyone know how the *beep* I get this sorted?

What do you get if you register your interest for a service at that address via the Openreach website?

1) I know I've got to pay the termination fee but TBH OneStream have offered me no help in resolving this apart from trying to sell me a more expensive service.

2)My bad I did mean Fibre to the Cabinet FTTP is unavailable in that area yet

3) Openreach is the only website that says braodband is available

richgm

Keep_pedalling said:

They should not be charging you if OT can’t serve the premises. Our bungalow has OR FF in theory but there is no line of sight from the pole and it would cost is £4k to have ducting installed in our drive, so our previous supplier (BT) allowed us to end our contract early with no charge. 

Unfortunatly OneStream have it burried in their Ts&Cs that I have to pay.

richgm

iniltous said:

Put the address into this checker and post the results 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

presumably you mean Fibre To The Cabinet ( FTTC ) as there is no such thing as fibre to the box , this is shown as SoGEA on the checker .
 If the checker shows SoGEA available then it is , irrespective of what Onestream say , if shows waiting list , then there are no spare ports in the cabinet .

Even if waiting list Onestream should offer you ADSL ( SoTAP )  , and although slower , no ETC are due  , plus once the FTTC ‘cabinet’  has a spare port you can upgrade, that’s what ‘proper’ ISP’s do , not all ISP’s are the same though , and it probably is worth saying that’s why cheap isn’t necessary best when it comes to this type of thing .

I think you've nailed it with this. SoGea shows waiting list. I am sure I saw a Router when I viewed the property but didn't take much notice. I'm wondering if it was a 4G one?

housebuyer143

richgm said:

iniltous said:

Put the address into this checker and post the results 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

presumably you mean Fibre To The Cabinet ( FTTC ) as there is no such thing as fibre to the box , this is shown as SoGEA on the checker .
 If the checker shows SoGEA available then it is , irrespective of what Onestream say , if shows waiting list , then there are no spare ports in the cabinet .

Even if waiting list Onestream should offer you ADSL ( SoTAP )  , and although slower , no ETC are due  , plus once the FTTC ‘cabinet’  has a spare port you can upgrade, that’s what ‘proper’ ISP’s do , not all ISP’s are the same though , and it probably is worth saying that’s why cheap isn’t necessary best when it comes to this type of thing .

I think you've nailed it with this. SoGea shows waiting list. I am sure I saw a Router when I viewed the property but didn't take much notice. I'm wondering if it was a 4G one?

I might be they used to have it but when they disconnected someone else jumped in and took it. 

If you can get signal then 4g/5g is a good way to get internet. I ran my house on it for 2 years and got 100mb which was far superior to FTTC in my area. You need to buy a good router though - we have the deco X50 and then get an unlimited SIM. 

iniltous

It’s conceivable that the address you are moving into hasn’t actually advised their ISP that they are leaving the address ( an oversight or a way for them to avoid ETC themselves ) but as stated , your ISP should offer you ADSL2 if VDSL ( FTTC ) isn’t currently available, if that’s unacceptable to you , and you don’t want it , then them insisting on ETC is fair enough, but it you were prepared to take ADSL2 ( for a short period ) until a port on the FTTC cab became available, then any ‘reputable’ ISP should offer it , that  way you don’t attract ETC , but Onestream may not do that , if their T&C’s stipulate that if you move address and in contract, they don’t have to try to provide a replacement service and just collect the ETC .

35har1old

iniltous said:

Put the address into this checker and post the results 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

presumably you mean Fibre To The Cabinet ( FTTC ) as there is no such thing as fibre to the box , this is shown as SoGEA on the checker .
 If the checker shows SoGEA available then it is , irrespective of what Onestream say , if shows waiting list , then there are no spare ports in the cabinet .

Even if waiting list Onestream should offer you ADSL ( SoTAP )  , and although slower , no ETC are due  , plus once the FTTC ‘cabinet’  has a spare port you can upgrade, that’s what ‘proper’ ISP’s do , not all ISP’s are the same though , and it probably is worth saying that’s why cheap isn’t necessary best when it comes to this type of thing .

BT they make the connection to what they call a tree in a underground box.then it eventually makes it into a cabinet 
Virgin make there connection in a cabinet