Infinity available to the entire apartment block.....

Hi all,
Just had a frustrating time on the phone with BT as I'm moving to a new apartment where the entire block is wired for fibre-optic, i.e. Infinity, and people around me already have it.
According to the database and the people at BT, however, I can only get regular ADSL broadband... which doesn't make any sense!
I tried explaining that the flat is definitely Infinity ready, but I was met with an explanation that there must be an issue with "the box" and when I spoke to a manager, he explained that it was most likely down to the exchange being over-capacity. There is, I suppose, a tiny chance of the exchange being over-capacity but the Poplar exchange is a key London exchange and although it's had its problems in the past, I strongly doubt that capacity is an issue for it right now as it's only recently been upgraded.
Basically, I can only assume that the real problem must be down to the OpenReach database being wrong... but BT were adamant that they couldn't do anything!!!
The 20 day wait they then quoted for an engineer visit, plus the additional £130 cost of just going for a phone connection with no Infinity package, didn't really help improve my thoughts of their service, either...
Anyone got any ideas? Thanks in advance...!

Poplar has had fttc for a over a year now. The busiest cabs are full up now and have been for some time.

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BT Infinity availability and enablement

Hello
we are buying a new built house and we are unable to find out any information about infinity availability. The exchange (Rothley) is accepting orders!!!! and BT customer service cannot help.
We don't have a telephone number yet so we are checking with the postcode.
The next road is served by another cabinet and gets FTTC but slow.
Please help.
Very frustrated now!!!!

Hi ykere,
Have you tried the address of the new build on the BT Wholesale Broadband Availability checker here: http://dslchecker.bt.com/adsl/ADSLChecker.AddressOutput
If there is no mention of WBC FTTC when checking the BT Wholesale Database then unfortunately it looks like your cabinet isn't currently in Openreach's fibre broadband rollout plan.
As it is a new build then probably the best way is to ask other residence on your street. This will also give you an idea if it is available to your street.
Click here to see what your looking for in the BT Wholesale Database
The Openreach Superfast Fibre Broadband rollout is still in it's early stages and the plans are always being added too.
So your cabinet may be upgraded in the future, though there is no public time scale on when that will be.
Please bear in mind that in some cases it may not be possible to provide FTTC broadband in areas due to:
• Your line may be too far from the local street cabinet to have a stable FTTC broadband service such as BT Infinity service.
• Your local street cabinet may not be suitable for fibre optic cables.
• We haven't yet got the council's planning permission to do the necessary work at your local street cabinet.
• Your home may not be suitable for fibre optic cables.
• Your landlord may not have agreed to the fibre infrastructure being provided in your building (for example if you live in a flat).
• There isn't a adequate power supply
• Health and safety issues
• No ducting or inadequate ducting
• It may not be financially viable for Openreach to upgrade your pcp (cabinet) with a DSLAM (FTTC) cabinet.
plus lots more.
The build of the fibre broadband infrastructure in the area isn't always easy and can be very complex.
Also look out for these FTTC Cabinets on/near your street/area. If you see one near your old cabinet (pcp) then you maybe in luck for Fibre broadband.
Unfortunately BT Retail (a communication provider/ISP who operates this forum) does not have much say as to when and if you will be able to get FTTC or FTTP/H based broadband such as BT Infinity.
You can register your interest for Fibre Broadband such as BT Infinity by going to http://www.superfast-openreach.co.uk/expression-gen.aspx
You can keep checking the BT Wholesale Database and BT Infinity website for the most upto date information as these are updated regularly.
The openreach When and Where website is: http://www.superfast-openreach.co.uk/where-and-when/
**The Fibre-Optic Broadband Rollout is being managed and done by Openreach for all communication providers/ISPs.
BT Retail (a communication provider/ISP) has nothing to do with the rollout of fibre broadband.**
Hope that helps,
Cheers
jac_95 | BT.com Help Site | BT Service Status
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Unable to order Infinity and getting the run-aroun...

Hi All,
Bit of a weird one, but hopefully someone can shed some light on it.
First of all, I will state that according to the website and all the agents I have spoken to, I can receive Infinity at my property.
Recently, I moved house into a brand new property. At my last property I had Infinity installed and was receiving a great service. When I moved into my new property, the guys on the phone at BT informed me that I could not order broadband until I had a working phoneline- I ordered a phoneline, which had to be installed/connected by an engineer. I was happy with this, knowing that I could order broadband as soon as it was installed. The installation day came and went, the phoneline was installed and I could make and receive calls. This is where the frustration started- I phoned again to ask for Infinity to be ordered, which they did- however needed to book an engineer to come out once again. The person on the phone informed me that there was an error on the system and that I would receive a call the following day from someone confirming a date for the engineer visit. This never happen, so about two days later I called back, the person apologised and tried to place the order again, again informing me that there was an error on the system. They suggested that I should order standard broadband because sometimes with new properties it helps the address become registerd with whoever book the engineers for Infinity, this seemed strange- but I went with and ordered standard broadband. The connection day came and I arrived home that evening to find the modem all lit up and access to the internet via my computer. So, I once again called BT to place an order for Infinity, but as before there was some kind of error booking the engineer and the told me I would receive a call the following day, to which I didn't. This happened a further 2-3 times, to which yesterday I called again and informed them that I was being promised calls from people to book the engineer but no one ever called, so could I please have the direct number, which they refused informing me that they did not have a direct number. So I waited again, which brings us to today where I have still not received a phonecall from anyone to book this engineer and everytime I call they try to reorder Infinity, receive this mysterious error, promise me a call back (which never happens), then repeat the entire process when I call them back.
It's getting really frustrating now and I'm sick of calling them because as I know what they are going to try to do and I know that it's going to fail because of this error message, whatever it is... All I want to do is order BT Infinity, which according to the website and all the BT agents I have spoken to is available at my property. Can anyone please advise me?
Many thanks,
Matt

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
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For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
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Infinity available to the entire apartment block.....

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