This topic

Cancelled order again!

ajnorth — Thu, 05 Dec 2024 21:27:51 GMT

I set up an order for my Mother for an essentials broadband account, the next day it got cancelled. apparently by Openreach, it seemed they had logged in the wrong address for the order. I closed the account over the phone.

we then set up another account, which seemed to go through fine, only for the next day to receive an email saying the account has been cancelled at my request! Which I had had done no such thing.
This is quite stressful for my elderly Mother. What on earth is going on?

I can only imagine calling to set up another account and then not being cancelled again!

Can anyone help?

thanks.

Re: Cancelled order again!

torino1434 — Fri, 06 Dec 2024 00:40:28 GMT

Read My post, I had exactly the same issue. 4 orders 3cancelled and theist one was about to be cancelled too and no one knows what the issue is.

Re: Cancelled order again!

ajnorth — Fri, 06 Dec 2024 07:50:28 GMT

Shocking service!
I’ve decided I’m not going to bother trying again, if they can’t sort it 2 times then they have lost my custom.

hope you get yours sorted.

Re: Cancelled order again!

Keith_Beddoe — Fri, 06 Dec 2024 08:05:13 GMT

@ajnorth

It would be the same with any provider that uses the Openreach network, the order would be cancelled.

There must be an issue with your address.

Use the address checker on the page below, and post the results, but edit out your address details first, but leave the exchange name and cabinet number showing.

https://www.broadbandchecker.btwholesale.com/#/ADSL
Please include all notes at the bottom.

Re: Cancelled order again!

ajnorth — Fri, 06 Dec 2024 09:19:06 GMT

Thanks,

I did the check and here is the result:

Exchange LONG STRATTON is served by Cabinet 1

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	67	20	19	60	Unavailable	Available
80	60.1	20	17	53.5	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 with no anticipated issues.

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: Cancelled order again!

Keith_Beddoe — Sat, 07 Dec 2024 08:11:47 GMT

@ajnorth

It says FTTP is available and is the preferred option.

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

That means it an optical fibre feed from a pole.

FTTP is available and a new ONT may be ordered.

See https://www.openreach.com/help-and-support/full-fibre-broadband-installation-checklist

Unless there is a problem with access to the property, like if its rented and the landlord will not give permission, then there should not be any issues.