This topic

Broadband Package Is Showing As Greyed Out

Shrubbfamily123 — Sat, 11 Dec 2021 21:04:05 GMT

I really hope someone on here can help, when I sign into my BT account (web version) and the (Mobile Version) app under my products Broadband product is greyed out only product highlighted is Digital Voice I have spoken to BT Customer Services on the phone they Don't seem to understand how to fix this error. this is really driving me round the bend.

I have attached a screenshot showing the issue

I do have an open order for FTTP which is due to take place on the 4th January 2022

Regards

Paul.

Re: Broadband Package Is Showing As Greyed Out

imjolly — Sat, 11 Dec 2021 21:17:32 GMT

If you currently have an open order in progress for FTTP then you can only have 1 open order and probably reason you cannot see any additional packages. Are you getting moved to DV when you get FTTP?

Re: Broadband Package Is Showing As Greyed Out

Shrubbfamily123 — Sat, 11 Dec 2021 21:23:28 GMT

I'm already on Digital Voice with FTTC

Re: Broadband Package Is Showing As Greyed Out

Shrubbfamily123 — Mon, 13 Dec 2021 00:31:04 GMT

Can someone pass this over to the Mods

Thank you.

Re: Broadband Package Is Showing As Greyed Out

Shrubbfamily123 — Tue, 14 Dec 2021 12:23:35 GMT

I've still not had no response over this is their anyone on here that can help ?

Re: Broadband Package Is Showing As Greyed Out

imjolly — Tue, 14 Dec 2021 12:35:39 GMT

have your tried phoning the FTTP TEAM as you have an open order for installation and see if they can help you 08005874787

Re: Broadband Package Is Showing As Greyed Out

Shrubbfamily123 — Tue, 14 Dec 2021 12:38:17 GMT

Yes i have they don't have a clue.

Hopefully a mod on here will help.

Re: Broadband Package Is Showing As Greyed Out

imjolly — Tue, 14 Dec 2021 12:41:01 GMT

mods don't normally deal with FTTP as I posted earlier if you have an open order which you have then you cannot place another order until first order completes which is probably why options are greyed out

Re: Broadband Package Is Showing As Greyed Out

Shrubbfamily123 — Tue, 14 Dec 2021 12:47:22 GMT

Has nothing to do with FTTP order I've had friends and family place an order for FTTP this has not happened to there account.

Re: Broadband Package Is Showing As Greyed Out

imjolly — Tue, 14 Dec 2021 13:25:59 GMT

well phone CS 150 BT systems don't allow more that 1 active order at a time

you could also try options team 0800800030

Re: Broadband Package Is Showing As Greyed Out

Shrubbfamily123 — Tue, 14 Dec 2021 14:10:10 GMT

I have already spoken to FTTP

Re: Broadband Package Is Showing As Greyed Out

imjolly — Tue, 14 Dec 2021 13:42:50 GMT

I didn't say anything about FTTP TEAM but if they or CS or options team can't help then I doubt anyone else can when you have an existing active order

Re: Broadband Package Is Showing As Greyed Out

PaddyB — Tue, 14 Dec 2021 14:09:32 GMT

Hi @Shrubbfamily123,

Thank you for posting. I'm sorry if you're My BT isn't showing your Broadband package. I had the same thing happen when I upgraded my broadband to FTTP. This will correct itself once your order completes.

Unfortunately, there is no way to update the My BT, while there is an open order.

Thanks,

Paddy

Re: Broadband Package Is Showing As Greyed Out

imjolly — Tue, 14 Dec 2021 14:12:43 GMT

as mod posted and I said already the problem is your current open order

Re: Broadband Package Is Showing As Greyed Out

Shrubbfamily123 — Tue, 14 Dec 2021 14:18:42 GMT

Well your both wrong funny its now been fixed BT agent spoke to someone who deal with the I.T side at BT.

After all its not the open order.

Re: Broadband Package Is Showing As Greyed Out

PaddyB — Tue, 14 Dec 2021 14:32:05 GMT

Hi @Shrubbfamily123,

Thank you for posting back to update the thread.

I'm glad you managed to get that fixed.

Thanks,

Paddy