This topic

Contract reversion agreed by BT but not completed after 2 weeks

AdamGilbride — Mon, 16 Mar 2026 07:32:47 GMT

Hi everyone,

I’m posting here in case any BT moderators might be able to help. I’ll start with my request and then provide some context.

My request:

Two weeks ago (4 March) a BT guide kindly agreed to revert my broadband contract to the package I was previously on and advised this would take 3–5 days to complete. When nothing happened, I called again and another BT guide confirmed it would definitely complete by 13 March. Unfortunately that date has now passed and my account still shows the newer contract.

Prior to this change I was out of contract, which meant I had the flexibility to change or upgrade provider without fees. My request — which BT agreed to — was simply to return my account to that same out-of-contract position.

If a BT moderator happens to see this, I would be extremely grateful if someone could look into the status of the agreed reversion!

Context:

In mid-February I renewed my broadband contract, moving from “Fibre with Halo 1” (out of contract) to “Fibre with Halo 3”, mainly to secure a lower monthly price. I made that decision after several years of back-and-forth with Openreach about FTTP availability at my address, during which I had repeatedly been told that fibre to the premises was not currently deliverable and would only be addressed in a future “sweep-up” phase.

However, two days after the cooling-off period ended on 3 March (what timing!), Openreach contacted me to confirm there had been a database error and that FTTP is in fact available to my property. The error had been preventing me from ordering it and has now been corrected.

Returning my account to its previous out-of-contract position would allow me to order FTTP without being tied into a new two-year contract that started recently.

Thank you very much in advance to anyone who may be able to help!

Adam

If you’d like, I can also suggest two BT forum post titles that are most likely to trigger a moderator response, based on how their community team triages threads.

Re: Contract reversion agreed by BT but not completed after 2 weeks

iniltous — Mon, 16 Mar 2026 07:51:53 GMT

To clarify , is your intention to remain with BT , but on FTTP rather than FTTC inside a new minimum term , remain with BT on FTTP but without any kind of contractual obligation (so no new minimum term ) because it’s your intention not to use BT but to use a different ISP ?

Re: Contract reversion agreed by BT but not completed after 2 weeks

AdamGilbride — Mon, 16 Mar 2026 08:47:42 GMT

Hi iniltous,

I don’t know yet. I simply want to return to my previous out-of-contract position so that I have the flexibility to make that choice.

The point of my post was that BT have kindly agreed to do that reversion for me, but that it seems to be taking longer than anyone stated it would. Sorry if that wasn’t clear in my original post.

I am not currently looking to recontract or change to a new product, I just want to be put back in the same position I was prior to mid February (which, again, BT have agreed to do).

I’m hoping someone from BT might see this and kindly look into it for me.

Re: Contract reversion agreed by BT but not completed after 2 weeks

gg30340 — Mon, 16 Mar 2026 09:10:07 GMT

If I read you right you are wanting the 14 day cooling off period invoked which you had asked for prior to that running out or had it already run out?

Re: Contract reversion agreed by BT but not completed after 2 weeks

imjolly — Mon, 16 Mar 2026 10:17:43 GMT

from your post you were out of the cooling off period when you made request to exercise your cooling off right.

if you decided to move to FTTP now available then you would need to enter a new contract. I can't see BT allowing you to upgrade to FTTP and remain out of contract anyway

Re: Contract reversion agreed by BT but not completed after 2 weeks

Michael_D — Tue, 17 Mar 2026 09:12:28 GMT

Hi @AdamGilbride

Thanks for coming to the community.

We don't have access to your account hereto see what the status of the change is, but if it is not changed yet and our guides have said they would revert it to the previous package, I would recommend speaking to them again.

If you are still not satisfied when you call again, you can request to open a complaint with them.

Michael

Re: Contract reversion agreed by BT but not completed after 2 weeks

AdamGilbride — Wed, 18 Mar 2026 09:41:47 GMT

Hey Michael.

Thank you very much... I will do that. I have just returned from a few days holiday so my intention was to call them today.

Re: Contract reversion agreed by BT but not completed after 2 weeks

AdamGilbride — Thu, 19 Mar 2026 11:00:34 GMT

Hey Michael.

Just to follow up... when I called yesterday, the Guide said there was no record of the request for a reversion against my account, despite a Guide telling me last week that they could see the request, and that it would be completed in just a few days.

I have therefore raised a complaint as you suggested.

Re: Contract reversion agreed by BT but not completed after 2 weeks

Michael_D — Thu, 19 Mar 2026 12:08:32 GMT

Thanks for the update @AdamGilbride.

I'm sorry it hadn't been completed as you were told, but I hope that now the complaint is open, it will be processed for you.

Michael