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Openreach rejecting orders :(

aniriansha — Tue, 30 May 2023 12:46:00 GMT

I recently moved house and tried to transfer my Vodafone broadband connection from the old to the new one; but it was rejected twice by Openreach. I assumed it was an issue with Vodafone and tried to create a new order with Sky; but Openreach has rejected it again. And all 3 times with no explanation. Has anyone had a similar experience, and if yes, how did you go about resolving it? My spouse and I both wfh so we really need to resolve this soon. (The lady who lived previously in the new house definitely worked from home so she did have a good working internet.)

Re: Openreach rejecting orders :(

Keith_Beddoe — Tue, 30 May 2023 12:59:04 GMT

@aniriansha

Welcome to this user forum for BT Retail phone and broadband customers.

This forum has no connection with Openreach.

Have you tried to place an order with BT Retail?

If you are intending to use a different provider, then please could you post on their user forum.

https://forum.vodafone.co.uk/

https://helpforum.sky.com/

Thanks

Re: Openreach rejecting orders :(

aniriansha — Tue, 30 May 2023 14:26:49 GMT

Thank you for the quick reply. Since Openreach is under BT, I incorrectly posted on this forum.

Re: Openreach rejecting orders :(

aniriansha — Mon, 26 Jun 2023 09:47:08 GMT

Its been almost a month since my last post about Openreach rejecting broadband orders..

I have now moved to BT itself and created 3 orders already, the 3rd which has just been cancelled again.

No one seems to know the answer on why the orders get rejected by Openreach?? Its my 6th order already between 3 service providers - Vodafone, then Sky and now BT. Its not even about creating a new line; all that is needed is to use the existing line. I am from the IT Industry myself and understand things are not always smooth and right the first time; but this is heights for something as basic as broadband.

Disappointing, frustrating, clueless, loss of time, effort, money.

Re: Openreach rejecting orders :(

plazo — Mon, 26 Jun 2023 10:55:34 GMT

You could try contact openreach on twitter maybe

Re: Openreach rejecting orders :(

aniriansha — Mon, 26 Jun 2023 11:41:31 GMT

Thank you! I have already tried that, and not had any response unfortunately..

Re: Openreach rejecting orders :(

plazo — Mon, 26 Jun 2023 13:48:29 GMT

Reply to one of theyre tweets and say can i dm you please, and they should send you a link that they reply to faster

Re: Openreach rejecting orders :(

DonnyGuy — Mon, 26 Jun 2023 13:56:38 GMT

Are you trying to order FTTP or FTTC?

If the former (so FTTP full fibre) then it's likely there's an order linked to your address meaning any subsequent order placed with Openreach will reject.

It probably isn't helping that there's multiple orders being placed as they'll all hit the same issue.

What you need to understand, from your chosen supplier, as they get full updates from Openreach is what is the rejection code. If Openreach reject, they tell the provider why.

This information is key to moving this one forward.

I wish you luck

Re: Openreach rejecting orders :(

JohnC2 — Mon, 26 Jun 2023 15:19:20 GMT

Hi @aniriansha, sorry your orders keep getting cancelled. It may be that there is no capacity to provide your service currently,

Would you check your address and post the data from https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome
ps remove your address before posting the data on broadband availability on the forum.

Cheers

john

Re: Openreach rejecting orders :(

aniriansha — Mon, 26 Jun 2023 16:35:06 GMT

Thank you! Full fibre is not available yet in my area. So am just looking at the normal braodband.
Thanks the for the note on the Rejection code. I will check with my supplier what the code is...

Re: Openreach rejecting orders :(

aniriansha — Mon, 26 Jun 2023 16:38:03 GMT

Attaching the screenshot from the broadband checker:

Re: Openreach rejecting orders :(

aniriansha — Mon, 26 Jun 2023 16:39:01 GMT

thank you @plazo. will try it out..

Re: Openreach rejecting orders :(

stuh911 — Tue, 13 Feb 2024 13:14:33 GMT

Hi @aniriansha. Did you get to the bottom of this issue in the end?

I'm having the exact same problem at a property I moved into last month. I have now had 6 rejected/cancelled orders with 3 different providers. None of which have been able to give me a clear reason as to what's going on. And I'm getting a lot of conflicting information.

Be great to know whether you managed to get broadband sorted in the end?!