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Cut off after full fibre upgrade fail

Vix — Sat, 18 Nov 2023 22:55:31 GMT

BT insisted I upgrade to full fibre but after they ripped out my original line they discovered full fibre is not available in my area and are refusing to reinstall my original broadband, which worked perfectly. My work and home life have suffered hugely as a result. I just want my original service back. Any advice on what I should do would be greatly appreciated. Thank you. (Supposed to be telephoned by manager today but no call).

Re: Cut off after full fibre upgrade fail

Keith_Beddoe — Sun, 19 Nov 2023 06:19:29 GMT

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Re: Cut off after full fibre upgrade fail

iniltous — Sun, 19 Nov 2023 09:12:07 GMT

If you lost your existing BT copper pair service during a change to FTTP that’s pretty unusual as well as unfortunate because there is no reason to remove the copper service, FTTP is normally installed along side it , what’s more difficult to understand is , if it’s the case that there isn’t any FTTP in your area anyway , why would Openreach , or a contractor working for them waste their own time ‘ripping out’ the copper pair service, presumably the lack of FTTP would be realised by them long before they interfered with the copper pair , even if an order were accepted in error by BT , this all all seems very odd.

Unfortunately, unless you have a business line ( in which case you would be better off posting on the BT business forum , not this residential user forum ) then not being able to conduct your business isn’t any extra incentive to get your copper line back on, it’s a residential service with residential level of service.

If the FTTP order wasn’t completed ( and how could it be if there is no FTTP at your address ) , your copper pair service (account) should still be exist in BT records , and assuming the FTTP order is now cancelled ( it should be if there isn’t even any FTTP to start with ) you should be able to report your copper line service as faulty and get Openreach to attend on that basis.

A BT rep may offer to look at this for you

Re: Cut off after full fibre upgrade fail

RobbieMac — Sun, 19 Nov 2023 09:41:52 GMT

Hi @Vix

Welcome to the BT Community and thank you for your post!

I am sorry for the problems with your order. I understand you have lost your copper service during the install journey. We can pick up from here and help until this is all sorted out. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Cut off after full fibre upgrade fail

Vix — Sun, 19 Nov 2023 11:09:03 GMT

@iniltous - Thank you so much for your reply. All your extremely useful information gave me the confidence to call back and question the decision that I could not be put back on the copper. It turns out there are steps that can be taken (but perhaps not all the call-handling team know about them?). I am cautiously optimistic that I may have my original service back in a couple of weeks. Thanks again for taking the time to reply with all that info, it really made all the difference.

Re: Cut off after full fibre upgrade fail

Carlusha — Sun, 19 Nov 2023 11:53:19 GMT

@Vixwrote:
@iniltous - Thank you so much for your reply. All your extremely useful information gave me the confidence to call back and question the decision that I could not be put back on the copper. It turns out there are steps that can be taken (but perhaps not all the call-handling team know about them?). I am cautiously optimistic that I may have my original service back in a couple of weeks. Thanks again for taking the time to reply with all that info, it really made all the difference.

And did you respond to @RobbieMac's post?

Re: Cut off after full fibre upgrade fail

36ULW — Sun, 19 Nov 2023 12:21:50 GMT

What do you mean by, Ripped out my original line?

Are you saying an Engineer from Openreach or one if it’s Contractors came to your house, physically removed your existing Metallic Path Line and only then realised there is no actual FTTP Network in Situ?

Or are you just over exaggerating BT remotely switching off your Dial Tone and Broadband Connection?

Re: Cut off after full fibre upgrade fail

Vix — Sun, 19 Nov 2023 13:09:36 GMT

@Carlusha Yes, I messaged him

Re: Cut off after full fibre upgrade fail

Vix — Sun, 19 Nov 2023 13:19:21 GMT

@36ULW The contractor ripped out all the wiring that was inside my house and replaced with fibre hub. It has taken a week and a half to find out (or certainly to tell me) there is no fibre network in my area. Then the BT advisor told me yesterday that if I couldn’t get Fibre there was nothing more they could offer me and I would have to get my broadband from another supplier and actually suggested Virgin. This is why I was so worried.

Re: Cut off after full fibre upgrade fail

36ULW — Sun, 19 Nov 2023 14:59:29 GMT

He ripped everything out, fitted an ONT but at no point even bothered to check there was a CBT there first. What an idiot.

I’d E-Mail both the BT and Openreach CEO’s and tell them to get someone down ASAP to sort it out.

Re: Cut off after full fibre upgrade fail

RobbieMac — Sun, 19 Nov 2023 15:54:30 GMT

Hi @Vix

Thanks for messaging me privately to let me know you were on a call with my colleague earlier.

Feel free to post back and let me know how you got on. Also, if you need further support; reply to my private message with the details I have asked for and we'll give you a hand. You do not need to contact any other department.

Thanks,

Robbie

Re: Cut off after full fibre upgrade fail

Vix — Sun, 19 Nov 2023 16:35:12 GMT

@RobbieMac Thank you, I will reply to your message with the details. I am very happy to have all the help I can get at this stage.