This topic

Trying to upgrade

Chris_S987654321 — Mon, 04 May 2026 09:22:14 GMT

So, back a few weeks ago I got a text message to say that full fibre had made it to my village, and did I want to upgrade. I decided that yes I did, and clicked the link, worked my way through the BT website and everything was seemingly in place...

Then I got a message saying due to problem with BT systems, they were cancelling the order and would rearrange.

OK, no big issue, maybe I was a little too quick in ordering...

Only this has now happened a few times, the order is created by BT, as I am an existing customer I get sent a cable and they cancel again.

So I have a seemingly stuck in a loop, without actually getting the upgrade. How can I unstick this and get the service?

On the plus side I do have a nice collection of cables now...

Re: Trying to upgrade

imjolly — Mon, 04 May 2026 09:32:32 GMT

can you enter your phone number but if on digital voice use your address and post results including notes

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

Re: Trying to upgrade

Chris_S987654321 — Mon, 04 May 2026 09:37:33 GMT

Thanks, these are the details:

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability WBC SOGEA AvailabilityHigh Low High Low VDSL Range A (Clean)
VDSL Range B (Impacted)
G.fast Range A (Clean)
G.fast Range B (Impacted)

80	60	20	15.3	51.3	Unavailable	Available
80	54.4	20	13.7	42.9	Unavailable	Available
--	--	--	--	--	Unavailable	--
--	--	--	--	--	Unavailable	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP

Up to 1000

Up to 220

Available

1 Stage

Other Offerings Availability DateVDSL Multicast

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed hoist required.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

Re: Trying to upgrade

imjolly — Mon, 04 May 2026 10:35:54 GMT

the checker results confirm FTTP available to you with OH from pole( basically following existing copper wire) only problem appears a hoist is needed possibly problem with pole safety

Re: Trying to upgrade

Chris_S987654321 — Mon, 04 May 2026 10:39:04 GMT

Thanks for checking, so you think wait it out and they'll sort out the connection from the pole?

Re: Trying to upgrade

imjolly — Mon, 04 May 2026 10:47:56 GMT

you post shows engineer appointment for 7/5 failed so maybe you should phone CS 03301234150 and see when engineer is coming to fit FTTP

Re: Trying to upgrade

orozz — Tue, 05 May 2026 18:07:01 GMT

A friend has had similar orders fail when a hoist is required. Lack of Openreach resources???

Re: Trying to upgrade

Chris_S987654321 — Fri, 08 May 2026 13:40:11 GMT

Thanks, I called and the Customer SErvice team advised things had gone wrong and cancelled the orders. They also advised I could be given my fibre service via EE, which would work better.

I declined this, as I would never sign up to a service on a phone call without understanding the full agreement.

And then today, the order reopened, more kit being sent and the engineer appointment cancelled.

Beyond furious now. Will call CS later today, but would like to understand what options I have to actually resolve this properly I really don't care if I get fibre, stay with BT on my existing contract or cancel entirely...