We have witnessed this first hand going through a 'dummy' order on the BT system when a customer thought they could get High-Speed Fibre but they couldn't (according to our system checks). Inputting the line number and postcode on the BT website did indeed show upto 80Mbps as being available (with the estimated around 74Mbps). it was only when progressing through the order screens (being offered BT TV, router, handsets etc) that it showed at the 'confirm' screen, that the speed would actually be 3-5Mbps. It would be easy for a customer to miss this and sign up only to be disappointed.
The Fibre checker may well show a line as having Fibre available (even if it doesn't) but it is only the Exchange that is enabled for it and not the individual Exchange Cabinet. We have had customers with Exchanges with the 'Fibre is here' sticker on the green box at the end of their street not being able to get Fibre for over 12 months, when their neighbors have it already. It is a question of capacity and routing but it doesn't help the customer confusion.
Biting the hand that feeds IT
