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pyarwood55's avatar
pyarwood55
On our wavelength
5 months ago

houses in nextfibre area suddenly not on the availabilty checker

I have a problem where all houses on the street were showing last week on the checker last week and nextfibre has installed the cabinet and cables to all the houses in my street but this week most of numbers 1-30 now have disappeared off the database there are a few (but not al houses in the 20 - 37 range (again not all) even 37 and 39 services by the same access point outside the property (with 2 fibre pipes one for each property) one house is showing as live the other pipe showing not available. there is something really weird going on with this database.

a sales person from VM came round last week and couldnt understand how they were to sell to only a couple of houses in the area

 

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    5 months ago

    Hi pyarwood55, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear that your address is not showing as being available. We're able to to check with the teams to see if there are plans to make your address live. To do that I will need your full address. I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks, 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      5 months ago

      Hi pyarwood55, 

      Good news, we've heard back from the team who have advised: Looking at things this end, this address is currently in Build. We don't have any finalisation details or information on when the customer will be able to order services however once the build is complete, you will get communications from us telling you what services we can offer 😊

      Many thanks, 

      • pyarwood55's avatar
        pyarwood55
        On our wavelength
        5 months ago

        well you installed a port outside my house 6 months ago and house to the left and right of mine (which had green fibre pipes installed in the same trench as me) are showing live and with us having openreach fttp already with netomnia and youfibre soon to offer services to my house it seems weird that I have had a connection at my house but are still not able to get the services.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    5 months ago

    Hi pyarwood55,

    Thanks for coming back to me so quickly via private message. 

    I have forwarded the address over to our lightning teams now to see if there are any plans. 

    Once I get a reply from the team I will let you know, good or bad. Just to set expectations it may take a few days depending on how busy they are 😊

    Speak soon,

  • pyarwood55's avatar
    pyarwood55
    On our wavelength
    2 months ago

    how did you manage to install a connection point outside my house if my house doesnt exist.

  • pete_at_home's avatar
    pete_at_home
    Superfast
    2 months ago

    It's probably nothing to do with the physical network.  The database management has clearly got it wrong, but until they fix that there's nothing the install & provisioning teams can do !!  

    • pyarwood55's avatar
      pyarwood55
      On our wavelength
      2 months ago

      It is a database problem and its impossible to get virgin to update their database and using their address not listed link is a complete waste of time. what makes it worse is virgin media business has my address so its obvious they are not the same corrupt databases, 

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        24 days ago

        Hi pyarwood55, we can raise a complaint for you, if you still wish to do this, but we can see further up the board that advice has been given to confirm that when a property is in build, it can still take an extended period of time until the property is available for installation of our services.

        Do please come back to us if you require assistance with the raising of a complaint, and we can look into this for you.

        Thanks

        David_Bn