Cannot upgrade online to Full Fibre 900

[JA407]

Tried that, they just closed it saying they can’t do anything. I’ve had better luck with the mods on here who at least acknowledge the issue and have passed over to the relevant team.

[jmmrly01]

After being in contact with a Mod, I got a callback saying they're not quite sure and just told to wait and try again early April when openreach operates again. Even though I believe i'm full FTTP (They still didn't clear this up) and don't need a callout, very strange.

[JA407]

That’s odd - the mod I spoke to could clearly see the issue and understood I didnt need an open reach engineer. As far as I know it’s been passed over to the relevant fibre team as there are multiple customers with the same problem. You wont need an Open Reach engineer if you already have FTTP installed and are on their Full Fibre plan.( I think it tells you when you log into MyBt, mine says full fibre 100, but they cant switch it to Full Fibre 900 being the problem).

[Caper]

Yep, I had a helpful mod involved, got passed over to a couple of other teams and eventually the 500 went through remotely without this "engineer visit" being triggered (we are on a new estate, no copper at all so there is no doubt it's all FTTP).

My shenanigans must have triggered a complaint as I was asked if I was happy to close it and got an email saying as much.

What else could I do - if computer says no there's not much I can do even though I've been through to the right team eventually etc.

What I do know is that I would be surprised if any Openreach guy needs to come in my house as all equipment is definitely gigabit ready. 

Something is up with my "My BT" page though - it has never given me any info about upgrades, just defaults to an error page as I detailed earlier in the thread.

[JA407]

Yep totally agree with Caper, you can go on the open reach website and put in your post code where it will tell you what service you are eligible for. If your property has 1GB FTTP (as most new builds do) then you should be good to go. It’s down to the ISP from there and if BT can support service via FTTP then there is no reason why you can’t get a speed bump.

The excuse of an engineer visit is total nonsense and I’ve already spoken to OpenReach who said it’s down to the ISP(BT). Sadly BT support is the problem here, rather than tell you straight they either tell you that you need a engineer visit (but will not tell you the specifics as it’s not true) or that your property is not eligible for FTTP Full Fibre even if it clearly is.

I can only think of they want to rope you into paying a premium on a slower speed for 24 months I.e 330mb is 49.99 but 500mb for a new customer is the same price, they would rather get you on the former then charge you to ‘upgrade’ at a later date

[smithjones]

Ive tried 3 times on the phone to BT, first time was because an engineer cant come into the house, second was it needed work on the cabinet and third time I just said "never mind" as they started talking **** again.

I wont call again until their packages have reappeared on their website as its pointless. Useless.

[JA407]

Bump, any update on this BT?

[scotty026]

Looks like I'm having this issue, my full street can have Fullfibre 900 apart from 10% of us who can only get the maximum package Fibre 250

[stephen1982]

strange what speed are you getting now?on the bt website it says i cant get full fibre and only can get 75 meg but i know for a fact i am getting itleast 330 meg down and 50 up as not many people use the broadband apart from 1 other person even on my exchange it says i can get 330 down and 50 up live near my exchange luckily and think i have full fibre to the premises once this covid is over might see if i can get an engineer to have a look i did email another isp before the covid and they checked my address saying they can offer me 1 gig speeds so i must be able to get it even though it not saying 1gig on my exchange?my fttp  was installed 2014 dont think my exchange has been updated since

[scotty026]

Quote "strange what speed are you getting now?" 

I'm currently on the highest package "Fibre 250"