This topic

Can't swap from Fibre 2 to Full Fibre 100

Phil_Wales — Tue, 14 Dec 2021 09:58:54 GMT

We have been on Fibre 2 for over three years and getting a solid 76 meg download. No complaints.

Our contract ends on 18/12, so a month out I contacted BT to see what the options were. I was told that the updated product is Full Fibre 100 and offered a price slightly less than we are currently paying, so I signed up..

Come the day of the switch, nothing happened and the account was showing that the change hadn't happened for technical reasons. A week later, 24/11, the order was cancelled by BT

I contacted them and was told to reorder, which I did, given a date of 25/11 for the new service. Come the day, nothing happened except the landline package changed. The broadband shows the same technical issue pending an engineering intervention

It seems bizarre to me that a shift from one fibre package to another seems impossible and I can't get anyone to talk to me.

Any ideas?

Only 4 days now until the current contract ends and we presumably start seeing higher charges

Re: Can't swap from Fibre 2 to Full Fibre 100

imjolly — Tue, 14 Dec 2021 10:11:56 GMT

Fibre 100 is G.fast not same as FTTC and needs to cabinet to be upgraded to G.Fast

what choices do you have on dslchecker?

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

Re: Can't swap from Fibre 2 to Full Fibre 100

licquorice — Tue, 14 Dec 2021 11:02:07 GMT

Full fibre 100 is FTTP and requires a completely new fibre line to your house, not a simple upgrade.

Edit: Just seen from your other thread that you already have FTTP, so not sure why there is a problem. Give the FTTP team a call 0800 587 4787

Re: Can't swap from Fibre 2 to Full Fibre 100

Phil_Wales — Tue, 14 Dec 2021 14:00:59 GMT

Much persistence got me a conversation with a techie today. It turns out to be a data integrity issue - i.e descriptive metadata in BT's systems somewhere not matching Openreach's. They cancelled it again after I put the phone down

Not sure where this leaves me. Hopefully someone is working on it, but who knows?

Edit: yes, Fibre 2 is already FTTP. No cabinets involved.

Re: Can't swap from Fibre 2 to Full Fibre 100

Phil_Wales — Tue, 14 Dec 2021 14:10:19 GMT

Just for info, 0800 587 4787 now just shunts you into the main enquiries queue.

Re: Can't swap from Fibre 2 to Full Fibre 100

imjolly — Tue, 14 Dec 2021 14:35:10 GMT

@Phil_Wales

that only happens when the FTTP TEAM line is very busy you just need to try at quieter time

Re: Can't swap from Fibre 2 to Full Fibre 100

Shrubbfamily123 — Tue, 14 Dec 2021 16:43:39 GMT

Hello Phil i had this issue in the end sales support team ordered my full fibre 100 using the manual system. When openreach have confirmed your appointment then your order has been committed by openreach.

Paul

Re: Can't swap from Fibre 2 to Full Fibre 100

Phil_Wales — Thu, 16 Dec 2021 16:58:12 GMT

I haven't yet found a "quieter time" when this doesn't happen

It's not a case of it ringing and then diverting. It literally goes straight to the main menu

Re: Can't swap from Fibre 2 to Full Fibre 100

imjolly — Thu, 16 Dec 2021 17:02:27 GMT

Sorry but just need to keep trying. there are numerous posts on the forum where customers phone 08005874787 and get straight through. The diversion is only when busy

Re: Can't swap from Fibre 2 to Full Fibre 100

Phil_Wales — Fri, 17 Dec 2021 13:35:43 GMT

Once again. It doesn't divert. It goes straight to the main menu. Every time.

Tried it recently?

Re: Can't swap from Fibre 2 to Full Fibre 100

imjolly — Fri, 17 Dec 2021 14:05:07 GMT

I wish I was lucky enough to need to phone the FTTP TEAM🙂

many others get referred to FTTP TEAM with a few having the same problem as you but perseverance paid off

Re: Can't swap from Fibre 2 to Full Fibre 100

Phil_Wales — Fri, 17 Dec 2021 16:24:01 GMT

so you haven't actually be tried it yourself then 🙂

Can I suggest that before being certain, you do?

I am not stupid.

Re: Can't swap from Fibre 2 to Full Fibre 100

Shrubbfamily123 — Fri, 17 Dec 2021 16:36:34 GMT

Phil just call 0800 800 150 press option to track an order when your connected just ask to be transferred to FTTP team. Life to short for all this messing around lol

Re: Can't swap from Fibre 2 to Full Fibre 100

Carlusha — Fri, 17 Dec 2021 18:28:53 GMT

@Phil_Waleswrote:
so you haven't actually be tried it yourself then 🙂

Can I suggest that before being certain, you do?

I am not stupid.

Not stupid but possessing a very short fuse. The guy is NEITHER a BT nor Openreach employee and is simply a customer volunteering his free time.

Have you tried calling since?

Re: Can't swap from Fibre 2 to Full Fibre 100

Phil_Wales — Fri, 17 Dec 2021 19:49:01 GMT

I have called this number numerous times, at all times. If people who haven't called it even once persist in telling me that my experience is wrong, perhaps it's that that informs my response rather than "a short fuse".

I take it you haven't actually called it either 🙂

Re: Can't swap from Fibre 2 to Full Fibre 100

Phil_Wales — Fri, 17 Dec 2021 19:52:29 GMT

I just made a comment that the number people keep recommending doesn't currently do what they think.

I was trying to be helpful. I won't make that mistake again.

Re: Can't swap from Fibre 2 to Full Fibre 100

PaddyB — Fri, 17 Dec 2021 20:14:31 GMT

Hi @Phil_Wales,

Thank you for posting. I'm sorry if you haven't been able to get through to the FTTP when calling 0800 587 4787.

That is the correct number for the FTTP team but they are busier than normal recently. When that number is busy, calls do get routed through the normal 150 call queue.

If you send me your details, I'll take a look at this for you to see if I can help you with that order.

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

Re: Can't swap from Fibre 2 to Full Fibre 100

Phil_Wales — Wed, 29 Dec 2021 11:59:14 GMT

Thanks. It's resolved now.

The issue was a data integrity error, as in a difference in records between BT and OR.

It took three passes for them to wrinkle out the issue, and it finally happened today. 149 Mb down, 30 up. So that's good.

Not so good that it took 1 month and a half to resolve a simple change from one fibre product to another, , but it's not as if I was without service of anything, so it's not the end of the world. Just a lot of wasted time for all concerned.

Re: Can't swap from Fibre 2 to Full Fibre 100

PaddyB — Wed, 29 Dec 2021 14:29:00 GMT

Hi @Phil_Wales,

Thank you for posting back to update the thread.

I'm sorry it wasn't an easy fix but I'm glad you managed to get sorted in the end.

Thanks,

Paddy