BT Broadband order was cancelled after activation date missed

[kenkilos]

Hello everyone,

I ordered the 900mbps broadband package on 1/7/2025 and was given an activation date of 9/7/2025. I received my router on 4/7/2025. The activation date came and went but I didn't hear back from BT.

I contacted them on 10/7/2025, was advised that they would look into it and was given a link to request a callback on 15/7/2025. I contacted them on that date and was told that they were liaising with Openreach because though I was sold full fibre, it wasn't actually set up in my flat (despite them advertising that it was on their website). I was then given another callback link and was told to contact them on 19/7/2025 which I did and was told that this time, I would be contacted by them on 24/7/2025 with an update on Openreach's progress in getting me setup.

To my surprise, I received a text message and email in the late hours of yesterday (21/7/2025) telling me to return my kit. So I called BT a few minutes ago today (22/7/2025) to find out why I was asked to return the kit. I was then told that the order was cancelled by Openreach but that I could place another order with them.

So basically, I have been without broadband internet for almost 2 weeks since my activation date, been forced to use mobile data which is very unstable and has led to me having issues working from home, forced me to commute to work to get around that which is an unnecessary expense and to top it all off, they basically couldn't confirm that I'd get the full compensation owed me as a result of their late activation if I were to place a new order.

I'm practically at my wit's end with BT but before I place a complaint to the Communications Ombudsman, I was wondering if anyone here knows how I can get this resolved. 

[imjolly]

does anyone else in your flats have FTTP installed or are they still waiting?

can you enter your address and post results including the notes as this will show if available and type of instal

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

[kenkilos]

Thanks for replying. I'm in Apartment 5 and my neighbours in Apartment 6 (literally down the hall) have full fibre.

Here's the result for my apartment:

Here's the result for my neighbour:

[iniltous]

What type of flats /apartments are these , purpose built or a converted house , a small number of units , or something like a tower block ? , there are lots of variations on what constitutes a MDU (multiple dwelling unit ) , describe what your  MDU is like .

Your neighbours that has FTTP is unusual for a ‘flat’ in that it says SDU (single dwelling unit)  , that’s odd for a flat  , and also states Overhead feed , potential line of site problems, an overhead wire from a pole to a flat is also unusual , and in that case the pole feeding the flat potentially had obstacles in the way , big trees or whatever, hence the ‘line of sight’ note , obviously that wasn’t a massive issue as they now have service …your flat survey note  is different, yours states underground service not evaluated, so what is the difference, why are they overhead and you underground ? 

At a guess I’d say your neighbour is ‘lucky’ in that they had an alternative way to serve their flat  , the pole isn’t really their primary method of service  , it’s underground like your flat , but at survey it was spotted that they had a secondary connection method from the pole, presumably your flat isn’t serviceable from the same pole , or more likely that flat had a previous copper pair service from the pole and your flat has never had service from a pole , only the correct internal copper pair wiring .

In your  case , it’s clear that you shouldn’t have been allowed to order , your flat does not show FTTP availability, so it was a mistake you ever being offered FTTP in the first place  , that mistake was picked up by Openreach when BT raised an order , and that’s why your order was cancelled .

[kenkilos]

Thanks for reply.

There's 13 apartments in our building. 9 on the 1st floor and 4 on the 2nd. The ground floor inside the building only has meter rooms and a lift. Outside the building, a couple of shops take up the rest of the ground floor (and I've seen Openreach boxes drilled to the side of them). 

My neighbour is further in than me so the overhead feed should be easier to get to me. I'm unsure how Openreach got this one terribly wrong. 

Thank you for confirming that BT were wrong to offer me FTTP. They have stated that they won't compensate me since the order is cancelled. I find it hard to believe that it is legal to do so. Do you have any advice on how to raise my complaint to a supervisor in BT? I need to know before contacting the Communications Ombudsman.

[imjolly]

@kenkilos 

your ADSLchecker results show FTTP planned and notes say you can order FTTP and will be installed when available

[kenkilos]

I see that, but they cancelled the order I placed and are asking me to order again without any guarantee that the same cancellation won't happen and without confirming that full compensation will be awarded if I do so.

[iniltous]

It’s says an order can be placed and processed when the network is ready , the network for your flat inside the MDU isn’t ready …as far as compensation, the cancellation was in plenty of time , and arguably it wasn’t a contractual date anyway ….if you want compensation for a mistake for progressing your order incorrectly you that’s up to you , but it’s not likely (in my opinion ) to go anywhere.

The ‘planned’ status on the wholesale checker is new , I dare say that the some ISPs are not quite upto speed on what that status is informing them and what actions it  allows .

[chrisjp]

"So basically, I have been without broadband internet for almost 2 weeks since my activation date"

So did BT turn off your existing ADSL or VDSL broadband service on the FTTP activation date that never was?
If so, and they now find that they cannot offer FTTP to your flat, surely they are obliged to turn back on your previous broadband service?
On a more general point, BT does seem to have a general policy of turning off ADSL and VDSL services on the date identified to provide FTTP service BEFORE they know whether the FTTP service installation has been successful. It won't be much comfort to you I know but, from a number of postings on this forum about similar issues, you are not alone in suffering this sort of BT-Openreach failure.
A simple change would be that BT only turns off an ADSL or VDSL braodband service once it gets confirmation from Openreach AND ITS CUSTOMER that the FTTP service is working. This seems to be such an obvious approach that it is very difficult to understand why BT doesn't adopt it.
If I'm missing some sort of technical issue with this commonsense approach, maybe the Moderators could put me right?