BT - New Customer Nightmare

[aruthaman]

As we planned a move to a new house in our village and enquired with BT to supply a Superfast FTTC connection at the new house. This was offered to us and we agreed. As we knew the sellers, they confirmed they already had this service from BT.  Very shortly before our move we were contacted by BT and advised that they would now only be able to provide a 1Mb ADSL service. We were really disappointed but the disappointment with BT didn't end there.

We were supplied with 1Mb equipment and it didn't work. We registered the "fault" and were advised by BT it would be addressed in a week. 2 weeks later the Openreach engineer came and told us the "fault" was the fact that we were still connected to the fiber port! He had to then disconnect us and put us on the slow line. When we rang BT (as you know this can take upto 1 hour) we were told. Sorry you can only get 1Mb. 

I think this is ridiculous, so far that's what I have come to expect from BT. 

I would advise anyone against using BT. 

[imjolly]

Can you enter your phone number and post results remember delete number. This will show what connections are available to you and expected speed range

it may be the cab is full with waiting list and the dslchecker will show if available 

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

[aruthaman]

Thanks for the reply. Yes I have used the dslchecker and the cabinet is showing "waiting list". I'm just surprised that BT offered the connection in the first place and then withdrew at last moment. The fibre port was then left connected? What is going to happen to that port?

[pippincp]

Ports are allocated on a first come first service across all ISP's. It is likely the port has already been allocated awaiting install for BT or another ISP.

[Keith_Beddoe]

That connection would be going nowhere, it would have been disconnected, which is why you had no link back to the ADSL equipment in the exchange. It should have been recovered, and your line routed direct, without going through the fibre cabinet. Openreach were probably too busy to pick up the job.

The old fibre port would have been re-allocated to the next customer who was waiting for a connection.

As the cabinet has no free ports at the moment, you will have to just use the ADSL connection, and then upgrade once a port becomes free.

[imjolly]

I would suggest you use dslchecker every few days and as on as you see available then phone options team and see if you can place your order to upgrade to FTTC.  0800800030