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RichTeaBiscuit
Aspiring Contributor
900 Views
Message 1 of 8

Newbuild with FTTP, BT site only showing ADSL available

Hello,

 

I am moving into a new build at the end of August. It has been built (as has the entire estate) with FTTP. However, when I go on the BT website for the home move, it only shows ADSL with a max of 3.5mbs. Other homes under the same postcode have Infinity available.

 

I called 0800 587 4787, explained the situation. I was put through to someone who had absolutely no idea why. Told me to cancel the order (and did it for me) and try again in 24 hours. Was left feeling like I had been totally fobbed off and now with a cancelled home move order (which isn't showing cancelled in my user area).

 

Which steps can I take to help this along? No one I speak to seems to be able to take control and understand what the issue is.

 

I am under the Horley exchange.

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7 REPLIES 7
RichTeaBiscuit
Aspiring Contributor
896 Views
Message 2 of 8

Re: Newbuild with FTTP, BT site only showing ADSL available

BT BROADBAND AVAILABILITY CHECKER

Address *******, HORLEY, RH6 *** on Exchange HORLEY is served by Cabinet 36

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date

WBC ADSL 2+Up to 3.5----Available
ADSL MaxUp to 3----Available
WBC Fixed Rate1 ----Available
Fixed Rate1 ----Available
Other Offerings
Copper Multicast------Available

 

 

 When I search for a Neighbours address, same street, same postcode, same cabinet:

 

Address ******, HORLEY, RH6 *** on Exchange HORLEY is served by Cabinet 36

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date

WBC FTTPUp to 330Up to 30--Available
 
WBC ADSL 2+Up to 2.5--1 to 4Available
ADSL MaxUp to 2--1 to 3.5Available
WBC Fixed Rate1 ----Available
Fixed Rate1 ----Available
Other Offerings
Fibre Multicast------Available
Copper Multicast------Available

 

 

 

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pippincp
Sage
852 Views
Message 3 of 8

Re: Newbuild with FTTP, BT site only showing ADSL available

Try ringing the FTTP sales team. 0800 587 4787.

 

Sorry see you've already tried that.

 

I've flagged for a mod to assist.

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RobbieMac
Moderator
Moderator
828 Views
Message 4 of 8

Re: Newbuild with FTTP, BT site only showing ADSL available

Hi RichTeaBiscuit,

 

Welcome to the community forum and thanks for posting!

 

I'm sorry for the problems you're having.  Send over your details and we'll be happy to check this out from here.  Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.

 

Thanks a million,

 

Robbie

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RichTeaBiscuit
Aspiring Contributor
793 Views
Message 5 of 8

Re: Newbuild with FTTP, BT site only showing ADSL available

Hi RobbieMac,

 

I filled in the form this morning, looking forward to a response.

 

Cheers!

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imjolly
Distinguished Sage
Distinguished Sage
789 Views
Message 6 of 8

Re: Newbuild with FTTP, BT site only showing ADSL available

after completing the email you join a queue of other customers waiting for mod help so can take 3/5 working days for mods to contact you be email or phone.  just a case of waiting but you have one point of contact and someone who will sort your problem



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RichTeaBiscuit
Aspiring Contributor
742 Views
Message 7 of 8

Re: Newbuild with FTTP, BT site only showing ADSL available

Absolutely useless response received. A response that would have been avoided had they read this thread (I provided the link).

 

Replied to the email, should I hope for a response?

 

Also, decided to re-do my order that the phone assistance deleted. Now I cannot get a date for when I move home.

 

Honestly this is really frustrating.

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RichTeaBiscuit
Aspiring Contributor
704 Views
Message 8 of 8

Re: Newbuild with FTTP, BT site only showing ADSL available

Still in contact with support, but they have less information than people on this forum and are just guessing/fobbing me off without INVESTIGATING.

 

BT customer service has a rock bottom reputation and I am beginning to see why.

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