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Fibre broadband order stuck as open when complete

Mark222 — Wed, 19 Nov 2025 23:57:58 GMT

Fibre upgrade went ahead last week all went well but the order has remained open as it says equipment delayed in transit when it actually sitting here installed and the Royal Mail link shows this. I have called BT twice and both agents spent nearly half an hour trying to close the order but struggling then said to wait 2 working days but the order is still saying open and I therefore can’t access a new deal- I’m out of contract or change any settings.

Re: Fibre broadband order stuck as open when complete

Kodikid — Thu, 20 Nov 2025 07:03:39 GMT

So according to BT you haven't received the equipment so logically your broadband hasn't been activated by the agreed date.

You now need to claim for late activation which is £6 for everyday your broadband is delayed.

Do this and I guarantee your open order issue will travel up the food chain to someone who can actually close the order.

Re: Fibre broadband order stuck as open when complete

gg30340 — Thu, 20 Nov 2025 07:49:26 GMT

If you already had a Smarthub2 all that will be sent to you is an Ethernet cable.

If you check your order in your MyBT it will show if the order has been activated.

If it shows activated call BT and tell them you do not require the Etheret cable and to complete the order as you are already activated.

Re: Fibre broadband order stuck as open when complete

Kodikid — Thu, 20 Nov 2025 08:22:49 GMT

Sadly from my experience the first contact call staff are a nice bunch but far removed from decision making as is possible .

The fact two have failed this seemingly simple request means you have to escalate your problem to management level.

Re: Fibre broadband order stuck as open when complete

imjolly — Thu, 20 Nov 2025 08:55:19 GMT

you could also try message now with billing and get them to help close order https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Fibre broadband order stuck as open when complete

Mark222 — Thu, 20 Nov 2025 09:58:23 GMT

Thanks for the advice, I tried this but no luck

Re: Fibre broadband order stuck as open when complete

Mark222 — Thu, 20 Nov 2025 10:00:08 GMT

I agree they tried to help but clearly they didn’t really know what to do and then just said wait a couple of days but no joy

Re: Fibre broadband order stuck as open when complete

Mark222 — Thu, 20 Nov 2025 10:03:10 GMT

Thanks, would be ingenious but they agreed that they could see the broadband was installed and working and that it was just the order was stuck open due to it saying incorrectly that the order was delayed in transit when it is not.

Re: Fibre broadband order stuck as open when complete

chrisjp — Thu, 20 Nov 2025 12:46:29 GMT

I wonder what the logic is for BT's prohibition of a new order (even just changing user information), if another order is still flagged as open. It seems to cause unending problems.
No other business I can think of refuses an order because an earlier one hasn't been completed - on the contrary they welcome any new business.

Re: Fibre broadband order stuck as open when complete

Mark222 — Thu, 20 Nov 2025 12:51:24 GMT

Exactly this- it makes no sense whatsoever!