This topic

BT keep cancelling order

Es123 — Fri, 26 Apr 2024 21:31:00 GMT

Hello - I’ve recently moved into a property and trying to sort internet, but having no joy. The previous owners had BT broadband at this address, I had BT broadband at another address and the original plan was to transfer the service here, but after it transpired we wouldn’t be able to live here for around 6 months due to renovations, I called BT to cancel the service. The rep I spoke to back in Aug 2023 placed a stop on the phoneline. I’ve been round the houses trying to get the service established, placed 3 broadband orders with BT that keep getting cancelled days before we’re due to start our contract. Tried other providers who say they can’t provide us with a service, however our neighbours (immediately either side of us) both have broadband, albeit on a copper wire (one is Sky, one EE). At a loss as to why this is happening - I work remotely and am unable to do my job at present. Has anyone experienced similar/can shed any light? Thank you

Re: BT keep cancelling order

imjolly — Fri, 26 Apr 2024 21:42:17 GMT

If you have applied for FTTC it is possible that your orders are cancelled as your cabinet is full and their are no connections available. Enter your address and post results

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

Re: BT keep cancelling order

Es123 — Fri, 26 Apr 2024 22:09:03 GMT

Thank you for the response. I applied for fibre but openreach came back and said no. They were going to proceed with the copper order but this one has also been cancelled. I get a big list of data filling in the form on your link, but not sure what any of it means? Thanks

Re: BT keep cancelling order

imjolly — Sat, 27 Apr 2024 06:46:47 GMT

there should be a table showing types of broadband available to your address and whether there is a waiting list as no connection available on your cabinet

Re: BT keep cancelling order

Es123 — Sat, 27 Apr 2024 06:56:06 GMT

Hi, thanks again for coming back. Everything in the availability column says available, but then under it says FTTP not available. Any ideas what my options could be now? Thanks

Re: BT keep cancelling order

Anonymous — Sat, 27 Apr 2024 07:28:33 GMT

@Es123wrote:
Thank you for the response. I applied for fibre but openreach came back and said no. They were going to proceed with the copper order but this one has also been cancelled. I get a big list of data filling in the form on your link, but not sure what any of it means? Thanks

Openreach don't generally have any contact with customers, so how & when did they contact you in this instance?

The reason you were asked to post the results from the availability checker (screen shot is best) is so that those that do understand it can assist. It's going to be extremely difficult if you decline to provide requested information.

Re: BT keep cancelling order

Es123 — Sat, 27 Apr 2024 07:33:11 GMT

sorry I missed the bit where you asked for the screenshot. Openreach saying no was relayed to me via BT (they called me to say why my initial

order was cancelled)

Re: BT keep cancelling order

Keith_Beddoe — Sat, 27 Apr 2024 08:21:41 GMT

@Es123

What about the top part which shows the name of the exchange and the cabinet number. Just edit out any phone or address details?

If there is nothing above the line "FTTP on Demand", then only ADSL is available up to 19.5Mbs, so you must be very close to the exchange, which is also why FTTC is probably unavailable, as they cannot supply FTTC from an exchange building.

You should be able to order ADSL. (Standard Broadband)

Re: BT keep cancelling order

Keith_Beddoe — Sat, 27 Apr 2024 08:53:02 GMT

@Es123

Also, if there is just an exchange name, and no cabinet number, then you are connected to an EO (Exchange Only) cable, so there is no possibility of a faster connection, unless Openreach decide to install FTTP, sometime in the future.

EO cable records can be a bit poor, so its possible that Openreach have no record of working spares, or the cable is full.

If all else fails, a moderator may be able to look into it, in more detail.

Re: BT keep cancelling order

Es123 — Sun, 28 Apr 2024 06:07:52 GMT

Thanks, this is what I see at the top of the page. Are there any moderators that help with isolated cases do you know? I saw that ofcom don’t

Re: BT keep cancelling order

Keith_Beddoe — Sun, 28 Apr 2024 06:14:02 GMT

@Es123

What is the name of the exchange? Without that, its not going to be possible to look up what is proposed by Openreach?

Re: BT keep cancelling order

Es123 — Sun, 28 Apr 2024 06:36:38 GMT

Sorry! It’s Whitehaven

Re: BT keep cancelling order

Keith_Beddoe — Sun, 28 Apr 2024 06:51:35 GMT

@Es123

These are the fibre cabinets, some postcodes only have ADSL.

https://www.telecom-tariffs.co.uk/codelook.htm?xid=91443&postcodeloc=20019&cabinet=P2

Re: BT keep cancelling order

Keith_Beddoe — Sun, 28 Apr 2024 07:07:01 GMT

@Es123

I have also asked one of the moderators to post here, as they may be able to help.

They are very busy, so its likely to take a few working days for them to look at you order.

Re: BT keep cancelling order

Es123 — Sun, 28 Apr 2024 07:07:32 GMT

Thanks for this, really helpful. It says 41% of our postcode is on the cabinet. Does that mean the remainder have fibre or don’t have broadband at all?

Re: BT keep cancelling order

Keith_Beddoe — Sun, 28 Apr 2024 07:15:34 GMT

@Es123

It just means that fibre (FTTC) is unavailable. There should be no problem ordering ADSL broadband, as there are no restrictions, unless there is a shortage of cable pairs.

The only people that are going to be able to look at this in detail, are the moderators, as they can look at your orders, and why they failed. I have asked them to respond here.

If its a problem with cable pairs, then you only other option may be 4G mobile broadband, assuming that you have coverage.

Re: BT keep cancelling order

JohnC2 — Sun, 28 Apr 2024 08:29:39 GMT

Hi @Es123, sorry you've had trouble with your orders getting cancelled.
Have you managed to get an order placed for copper broadband as that should progress ok?

Cheers

John