This topic

Please help me

cityangel — Mon, 12 Oct 2026 14:46:35 GMT

BT wanted to upgrade me to fibre and a date was set but we cancelled & they confirmed it was cancelled. Then they made a fresh appt which we also cancelled which they since confirmed. Today we found out from s neighbour someone from Open reach was knocking at my door , we then had 2 texts & 2 emails saying another appt had been made and could we be there next time.

Ive again replied to the text this morning with CANCEL & theyve confirmed the order is cancelled

An hour later they email & text to say another appt has been made.

Ive tried to ring but the wait time is 50 mins.

Any ideas please, Im an oap & getting very upset

Re: Please help me

garybs29 — Mon, 12 Oct 2026 15:00:55 GMT

Is there a particular reason you're cancelling? It may well be you need to change by january 2027 to keep landline phone on digital anyway

Re: Please help me

cityangel — Mon, 12 Oct 2026 15:10:27 GMT

I don't have a landline, i just dont want to upgrade to fibre , I'm happy with what I have.

I just need help with getting in touch with bt who are plaguing me with texts/ emails

Re: Please help me

Kimberlin — Mon, 12 Oct 2026 15:32:21 GMT

@cityangel Forgive me, but what is your rationale for not wanting to upgrade to full fibre? Most people would literally be chomping at the bit just to get fibre if it’s available. You don’t have to have a phone anyway, so what actually is the issue?

Re: Please help me

cityangel — Mon, 12 Oct 2026 15:23:30 GMT

Do i need to give a reason to not want it & stay as we are?

All i came on for was to find out if there was a way to get hold of anyone from bt to stop all the emails & texts which are stressing me out whilst i have a poorly husband to look after

Re: Please help me

garybs29 — Mon, 12 Oct 2026 15:27:42 GMT

I'd imagine you're in a priority area so it has to be done if they're automatically booking visits. It's a case of now or later anyway, you can't say no forever

Re: Please help me

WSH — Mon, 12 Oct 2026 15:30:19 GMT

No, you don’t need to give a reason at all, BUT…

Openreach are slowing starting to phase out copper. That won’t be complete until something like 2040, but they have already closed down one or two exchanges. It’s possible this is being driven by that.

Might be worth enquiring why the upgrade keeps being reset.

What exchange are you on?

Re: Please help me

andydenyer — Mon, 12 Oct 2026 15:33:47 GMT

No you don't have to get a reason. But are you being offered fibre for the same price as you're currently paying (as I was a couple of months ago)? There's also no installation fee, either. So it's basically a free upgrade to a service that's faster and more stable. In my case, the instal took an hour an a quarter and my broadband has been so much better since.

I fully understand the complications while looking after your poorly husband as I've been looking after both of my elderly parents recently. So I knew that I might have had to reschedule my appointment if necessary to deal with either or both of them. Especially if one or the other ended up having doctor's or hospital appointment that day which would obviously have taken priority.

Re: Please help me

cityangel — Mon, 12 Oct 2026 15:34:08 GMT

Im not in a priority area at all several of my neighbours haven't converted to fibre.

Wish I hadn't posted now!

Re: Please help me

garybs29 — Mon, 12 Oct 2026 15:41:06 GMT

What type of connection do you have then? You say you don't have a landline yet have posted in adsl/copper which is only available with a landline?

Re: Please help me

andydenyer — Mon, 12 Oct 2026 15:38:46 GMT

Please don't feel like that as we're only trying to help, often based on our own experiences. Have you read my earlier post?

Re: Please help me

cityangel — Mon, 12 Oct 2026 16:01:19 GMT

Thanks for your kind words Andy, yes I ll upgrade next year sometime but the next 2/3 months isnt the right time for us.

Just wish i could get hold of bt to tell them that, just tried again but a 45 min wait so will try tomorrow

Re: Please help me

WSH — Mon, 12 Oct 2026 16:07:13 GMT

Try contacting these:

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

They are more senior than the usual phone help desk and should be able to sort this once and for all.

Re: Please help me

cityangel — Mon, 12 Oct 2026 17:26:40 GMT

Thankyou, will try in the morning, much appreciated.

Re: Please help me

andydenyer — Mon, 12 Oct 2026 17:57:35 GMT

It's a shame we're only on Monday as, when I had reason to call Customer Services a few weeks ago, I called on a Sunday morning and virtually got straight through. Maybe a few minutes wait at most, but if felt as though it was pretty much straight through anyway.

But it would be good if you could get them to hold fire for now but maybe contact you again in the New Year to re-arrange an appointment. Like I say, it is worth it if there are no extra charges involved, either for the installation or any changes to your monthly bill. In fact, my monthly bill has actually gone down as I was able to renew my phone plan at a lower price. But that won't be relevant here if you no longer have your landline anyway.