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Can't order copper line at same address as FTTP

dqj999

Casual Member
I've just tried to order a copper based landline for my house that is already connected to FTTP. According to:


This should be available but BT Sales say I cannot have any copper based service eg Voice Landline or ADSL as I already have FTTP. I've not seen any notice that says that this is the case and the data from the above suggests that it can be ordered. Maybe only from wholesale suppliers other than BT? Is that correct? I was interested to see if this could be used as a way of getting my original voice number back after a failed port of the original number to Digital Voice.

Here is the data for my premises:

Exchange EYKE is served by Cabinet 2
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate (Mbps)Downstream Range (Mbps)Availability DateFTTP Install Process
WBC FTTPUp to 330Up to 50--Available1 Stage
ADSL ProductsDownstream Line Rate (Mbps)Upstream Line Rate (Mbps)Downstream Range(Mbps)Availability Date
WBC ADSL 2+Up to 1--1 to 3.5Available
WBC ADSL2+ Annex MUp to 1Up to 0.51 to 3.5Available
ADSL MaxUp to 1--0.75 to 2.5Available
WBC Fixed Rate0.5----Available
Fixed Rate0.5----Available
Other OfferingsAvailability Date
ADSL MulticastAvailable
Exchange Product RestrictionsStatus
FTTP Priority Exchange
help
N
WLR Withdrawal
help
N
SOADSL Restriction
help
Y
The exchange is not in a current fibre priority programme
WLR is currently available at the exchange
SOADSL is restricted at the exchange

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.
ONT exists with active service. No spare ports are available. A new ONT may be ordered.
 
It wouldn't get your original phone number back as the line would be allocated a new number. If BT have failed for the number port and lost your number then they should be getting it back for you.
 
It wouldn't get your original phone number back as the line would be allocated a new number. If BT have failed for the number port and lost your number then they should be getting it back for you.
The number port is another issue and they seem unable to get it back despite the providing ISP transferring the number to them. But as I was surprised that they cannot sell any copper product once you have Full Fibre. The sales person said it was not an option on his sales screen.
 
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Get a basic Sulfate account and you can pick a local phone number. If you ever get your original number back you may be able to port it to sipgate.
 
It's possible you could be on one of the exchanges that have already started down the copper to fibre transition journey, which would place a stop sell on new copper line services. But you could still try ordering a copper service from another ISP, as I suspect that BT just aren't setup to handled mixed copper/FTTP orders to the same house.


In addition, if your property is served by telegraph poles, then there may be pole loading issues that prevent copper being re-added once FTTP has gone live. Remember, they're slowly trying to remove copper, not add it back into the national network.
 
The explanation above is correct. However you have a regulatory right to port your number and BT would need to justify why it could not be done.

There is an increasing concern of consumers losing their landline number which is an inhibiter to changing supplier.

We therefore really need to pursue everyone of these examples and get a clear understanding why number porting is not always successful.

Issues can arise depending on the original number range owner but Ofcom really need to make sure that it occurs reliably (as it is them that says its our right) and that industry addresses it retrospectively when it goes wrong. We are only at the beginning of the PSTN transition.
 
My understanding is that FTTP to a property does then mean Openreach will not install a copper service there - the ‘no going back’ rule.
 
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The explanation above is correct. However you have a regulatory right to port your number and BT would need to justify why it could not be done.

There is an increasing concern of consumers losing their landline number which is an inhibiter to changing supplier.

We therefore really need to pursue everyone of these examples and get a clear understanding why number porting is not always successful.

Issues can arise depending on the original number range owner but Ofcom really need to make sure that it occurs reliably (as it is them that says its our right) and that industry addresses it retrospectively when it goes wrong. We are only at the beginning of the PSTN transition.
That's really positive, but what can I do to ensure BT look into this matter further? I've already complained to no avail. I know that the number was ported from PlusNet on 9th June but BT remain unable to use it.
 
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Have you made the complaint in writing?
In addition a letter to the chairman's office for good measure.

Please see https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/new-protections-stamp-out-switching-frustrations#:~:text=People and businesses have the right to keep,they switch. This is known as ‘number porting’.

Follow the Ofcom process to get a reference and state that in any correspondence.
I've finally managed to get my original number back after escalating the problem via the faults team. Still no idea why it kept failing previously, I'm guessing that there must have been some weird marker on the phone number that prevented it from being re-issued.
 
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