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Can’t renew / change existing contract , locked due to OR order

northernlite — Fri, 18 Apr 2025 14:54:45 GMT

Hi all,

just been onto renew BT services, & been told by BT advisor that the account is frozen to change until June (25) , this due to some mysterious Openreach order live on the system. This prevents any progression & means will be out of contract for almost 2 months , obviously losing any current possible savings & paying out of contract premium

bizarrely no one can say what the OR order is only to speculate,

any advice? & apologies in advance if this is published elsewhere, I couldn’t find any info easily

thanks

Graham

Re: Can’t renew / change existing contract , locked due to OR order

imjolly — Fri, 18 Apr 2025 15:08:35 GMT

did you try phoning retentions and see what they say and if you can negotiate a new deal 08007831401

not seen any other post saying openreach will not let you renew contract

Re: Can’t renew / change existing contract , locked due to OR order

northernlite — Fri, 18 Apr 2025 15:12:54 GMT

thanks, its basically because of an open Openreach order, we havent placed any the advisor can see that , but advises tha OR have an order on there, we would have happily renewed our contract so they werent detering us

Re: Can’t renew / change existing contract , locked due to OR order

clique-al — Fri, 18 Apr 2025 15:46:32 GMT

@northenlite - Check on your mybt track orders, that will likely show what it is probably broadband / digital voice upgrade. I came across this problem back in January. Worth a look.

Re: Can’t renew / change existing contract , locked due to OR order

northernlite — Fri, 18 Apr 2025 15:53:16 GMT

Hi, thanks, yes that’s been checked no order visible. They speculated it was Digital Voice being done, did you manage to overcome the problem , did u just have to wait until the order completed , this one is open to 7th June,

Re: Can’t renew / change existing contract , locked due to OR order

clique-al — Fri, 18 Apr 2025 16:11:11 GMT

@northernlite - At that time was out of contract, the order info was for moving to Broadband / Digital Voice and would upgrade me to FTTP same time at no cost. So just waited until they came to do update.

Re: Can’t renew / change existing contract , locked due to OR order

mezzerb — Fri, 18 Apr 2025 16:28:40 GMT

I tried to renew today and was told the same thing by EE. They told me it was due to Openreach upgrading to fibre. I was told to ring tomorrow to cancel order then ring back to renew. I can have a deal until June and then get a cheaper deal when it's been upgraded to fibre and I will be out of contract again. It sounds like a right palaver!!

Re: Can’t renew / change existing contract , locked due to OR order

northernlite — Fri, 18 Apr 2025 16:34:00 GMT

Hi, thanks, this mysterious “open” order can’t be cancelled as it’s purely an Openreach placed order, the solution seems to be leave it until June 7th! , then get contract renewed then claim back the resulting overspending, u couldn’t make this up, how can a customers contract be frozen whilst OR are doing their own migration work , whatever it actually is, renewing contract like for like is a paper exercise , I despair of them

Re: Can’t renew / change existing contract , locked due to OR order

mezzerb — Fri, 18 Apr 2025 16:42:01 GMT

I was definitely told I could cancel this Openreach order. If it's for fibre not sure why I would cancel it, but I'm currently paying £57 for broadband and landline and EE will reduce it to £43! I thought I was already on superfast fibre but apparently I'm still on "superfast" copper. I'll ring tomorrow and let you know how I get on!

Re: Can’t renew / change existing contract , locked due to OR order

edbostan — Sat, 19 Apr 2025 05:38:26 GMT

I too have an open order which was not placed by me last year. I was invited by BT to attend a forum to explain Digital Voice last November. I attended and a Hub 2 arrived the next week and an appointment was arranged for an engineer to move me from copper to fibre. The move to fibre never materialised so I have a Hub 2 with fibre to the cabinet. Speaking to an agent recently I was told I would be upgraded to fibre when I renewed my contract. I hope this is not an extra complication.

Re: Can’t renew / change existing contract , locked due to OR order

mezzerb — Tue, 22 Apr 2025 20:03:00 GMT

I feel like we're in limbo between EE and BT at the moment. I couldn't even face ringing them back. I think I'll wait until June and see if the fast fibre materialises then see if I can get a better contract.

Re: Can’t renew / change existing contract , locked due to OR order

zulu17 — Tue, 22 Apr 2025 20:37:16 GMT

@mezzerb I suggest you raise a formal complaint with either EE or BT depending upon whom is declining to process and own you order , you should be able to do this via email or via a omplaints portal, depending upon whether it is BT or EE.