This topic

Unable to order 900 despite it being offered

magictorch19761 — Mon, 24 May 2021 12:02:07 GMT

Hi all

Moved into new property in December 2020 and placed order for BT Fibre 900 in November 2020.

Order got all the way to the end and then failed. Upon speaking to BT, could only order 300, with a view to upgrading "early this year when it became available."

5 months on BT website says 900 available at address, ZEN says 900 available at address, as does various broadband comparison sites.

Chat with BT online - told no offers available at the moment on my account and to come back in 5 days. Come back in 5 days and no offer in online account. I'm not sure he understood I shouldn't have to have an offer to upgrade, I just want it upgraded.

Just checked again on bt.com and ZEN. Upon entering postcode and house number - 900 service is showing as available.

BT wholesale checker shows 300 for the address. Why are these companies advertising you can get something when you clearly can't?

Advice welcome please - I would like the 900mb service. Thank you.

Re: Unable to order 900 despite it being offered

imjolly — Mon, 24 May 2021 12:42:34 GMT

using a post code in the checker is not very accurate and address is slightly better with best of all being phone number if you are a BT customer

either enter phone number or address and post results remember delete address before posting

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Unable to order 900 despite it being offered

pippincp — Mon, 24 May 2021 13:44:09 GMT

Give the FTTP team a ring. 0800 587 4787

Re: Unable to order 900 despite it being offered

magictorch19761 — Mon, 24 May 2021 13:53:16 GMT

Thanks for the response - much appreciated.

Entering the telephone number that went live in December states the following:

There is no data available for this number. This could be either because it is not a BT line or it is a new BT number that has just been provided. Most new numbers will appear on the checker 24 hours after BT has installed the line. The address checker reveals up to 330Mbps. So pre-empting the reasoning here, in my mind the exchange isn't capable but there's a problem in the marketing side with the website and I'll have to wait if at all.

Interesting that ZEN also seem to believe that their 900 service is available.....................

Re: Unable to order 900 despite it being offered

imjolly — Mon, 24 May 2021 13:55:21 GMT

phone the number given by @pippincp

Re: Unable to order 900 despite it being offered

stephen_1982 — Tue, 21 Sep 2021 13:48:05 GMT

That what it says for me to when I type in my phone number

But when I do the address checker and postcode it says I can get up to 1000 down and 220 up but we called bt and they say we cant get it yet? Also my the 330 package what I have now isn't showing up on the site either

I wonder if bt has any clue what speeds people can actually get? As we was told we shouldn't be able to get the 330 down and 50 up but we have it 😂

Re: Unable to order 900 despite it being offered

imjolly — Tue, 21 Sep 2021 14:04:13 GMT

@stephen_1982

do you have digital voice?

Re: Unable to order 900 despite it being offered

stephen_1982 — Tue, 21 Sep 2021 14:17:36 GMT

The new phone system? Yes we got it installed ages ago

Re: Unable to order 900 despite it being offered

licquorice — Tue, 21 Sep 2021 14:48:20 GMT

There seems to be a general problem with the checker when using a number that is on Digital Voice.

Re: Unable to order 900 despite it being offered

stephen_1982 — Wed, 22 Sep 2021 12:30:45 GMT

I emailed another open reach isp provider and they say we are enabled to purchase the 900 now and they are not sure why bt are telling me I can't get it? The 900 and 330 is not showing on the page any more I will wait untill June as that is when our contract runs out with bt will try another isp

Re: Unable to order 900 despite it being offered

PaddyB — Wed, 22 Sep 2021 13:26:37 GMT

Hi @stephen_1982,

Thank you for posting. I'm sorry if you haven't been able to order Fibre 900 with BT.

Have you tried calling the Full Fibre Team on 0800 587 4787?

Thanks,

Paddy

Re: Unable to order 900 despite it being offered

stephen_1982 — Wed, 22 Sep 2021 13:33:16 GMT

Yep we tried both bt saying we cant get it now and it not showing on the bt site for the 330 or 900 zen checked my address and they said I can order the 900 and it is showing as enabled if I wasn't on a bt contract still I would switch not sure even zen said they are not sure why bt given us different answers

Re: Unable to order 900 despite it being offered

PaddyB — Wed, 22 Sep 2021 13:50:43 GMT

Hi @stephen_1982,

Thank you for posting. I'm sorry they weren't able to help. It sounds like the classic case of "computer says no".

I'm happy to take a look at this for you to see what I can do.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy