Openreach said yes to full fibre broadband, then branded it uneconomical'

"My internet provider informed me by email that full fibre broadband had become available for my property, confirmed by Openreach's fibre checker tool. After a month, Openreach declared the connection uneconomical due to blockages in the conduits below the road. I can't change provider as it claims my property is connectable, so ISPs will only quote for full fibre. JN, Teignmouth, Devon Openreach miraculously found a solution after I raised the issue."

"It said commercial factors may delay an upgrade if infrastructure is inadequate. It added that its online checker is only an indicator of a fibre connection not a guarantee. We've taken a detailed look at what's needed to connect JN's home and found a way to get it done, it said. Sometimes we find unexpected problems when we come to build the final connection."

"These cases are rare, and when they happen, we work hard to fix them, but we're sorry that we can't always do that. We welcome letters but cannot answer individually. Email us at [e-mail] or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions."

An internet provider notified the resident that full fibre broadband was available for the property, confirmed by Openreach's fibre checker. A month later Openreach declared the connection uneconomical due to blockages in the conduits beneath the road. The resident could not change provider because ISPs relied on the fibre checker and would only quote for full fibre. Openreach later found a way to connect JN's home after the issue was raised and said commercial factors can delay upgrades when infrastructure is inadequate. Openreach added that the online checker is only an indicator, not a guarantee, and that unexpected problems sometimes arise during installation. Contact details for Consumer Champions and submission terms are provided for correspondence.

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