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Open order on account - Cannot access upgrades

jamescast — Fri, 24 Apr 2026 15:50:10 GMT

Good afternoon,

I had a free broadband upgrade from BT, upgrading my copper line to fibre.

The job is now complete, Openreach completed on 21/4. Everything works.

There still remains an Open order in my orders, I am out of contract but can not view my offers or select a new package as the order has not been closed. I did call BT who tried to help but the order remains open.

Please may I have some some help.

Re: Open order on account - Cannot access upgrades

licquorice — Fri, 24 Apr 2026 16:07:38 GMT

This is a customer to customer self help forum, you are not talking to BT

If Openreach only completed the work 3 days ago, it is unlikely that the order has been completed by BT already.

Re: Open order on account - Cannot access upgrades

jamescast — Fri, 24 Apr 2026 16:12:06 GMT

Thank you for the quick response. I'll try and be more patient, I am spending a small fortune out of contract so it's a little frustrating I cannot upgrade because of the open order.

Re: Open order on account - Cannot access upgrades

orozz — Fri, 24 Apr 2026 16:27:00 GMT

My Cu to FTTP order closed on the day of installation. Does MyBT give any info to what’s not been completed?

Re: Open order on account - Cannot access upgrades

jamescast — Fri, 24 Apr 2026 16:41:32 GMT

It's hanging on this task, though the status is complete the circle on the left remains unticked.

The Openreach engineer was able to complete the full install on the day (21/4). Originally there was an external appointment followed by this internal appointment for 14th May.

When I called BT they said I would not have to wait until the 14th, it would be closed when Openreach submit the job, which would have been commed by the engineer on the day.

Looks like the system does not like the future date with early completion.

Re: Open order on account - Cannot access upgrades

chrisjp — Fri, 24 Apr 2026 19:15:20 GMT

No doubt some Forum members will jump down my throat when I say this, but I don't understand why BT refuses to take a new order if a single existing order has not been closed. I can't think of any other business that would do this - normally they're only too pleased to receive an additional order.
Perhaps I'm missing something - if so perhaps someone will explain why BT is special in this regard.

Re: Open order on account - Cannot access upgrades

garybs29 — Fri, 24 Apr 2026 19:51:06 GMT

@chrisjp taking another order would just create other issues. Try placing an order with any openreach provider with an ooen order on the line & it'll fail, that's why the advice on sewitching is just do the switch with new provider for example & don't place a cease with provider then switch