FTTP/DV Installation

[analogueman]

Hi everyone. New here and a bit confused with something. Writing this on behalf of my elderly parents who don’t deal with this kind of thing. 

They are currently a BT broadband customer and have FTTC service. They recieved an email from BT about a month ago saying that it was time to switch them to DV and as part of the switchover they were going to upgrade them to FTTP free of charge. They were told in the email that they would receive further correspondence to tell them when the installation date would be. 

Today they received an email from BT telling them that their installation date will be 4 December. This was quickly followed by an email from Openreach confirming the same information. At this point they don’t want to have FTTP installed, although theyre happy enough to switch over to the DV service  

On the email from Openreach there were various options - confirm appointment, change your appointment or alternatively, if you don’t want this upgrade right now, click here. I used the click here option which took me to a page on the Openreach website that said an agent would be in contact to confirm the cancellation. 

My question, or two questions really are:

Will the DV switchover still happen on 4 December even though I’ve cancelled the FTTP installation?

and…

Do they need to contact BT directly to inform them that they don’t want the FTTP part of the deal at this time, or will BT cancel the order automatically when, I assume, Openreach inform them?

Thanks in advance!

[rbz5416]

Not seen such a scenario posted here before & I doubt anyone knows with any certainty.

But I'd be very concerned at the possibility of 4th December arriving & BT merrily disconnecting the FTTC service regardless. So unless there's a very good reason for refusing the FTTP, I'd recommend going ahead with it.

Or alternatively, advise BT that they use a fall alarm & don't have a mobile phone. That may prevent the switch to DV completely, at least for now.

[analogueman]

Update in case anybody is in a similar position: called BT this morning in the hope of getting the FTTP part removed. Unfortunately unable to remove one part and keep the DV, so whole order cancelled and was told to call sales after 24 hours to have the DV part reinstated.

[rbz5416]

Sounds like a reprieve. I'd be inclined to skip calling back & stay on copper until forced to move. Maybe by then there's a small chance BT will have worked out how to fix failed migrations.

[TECHHERO1984]

Hi mate, the answer to your question is that if you've canceled the FTTP switching order, you've canceled the Digital voice order also. 

therefore you will have to speak with the value team at BT to raise a new order for Digital voice only or you can just stay on what you are currently on and there is a planned auto migration to Digital Voice scheduled next year. 

So it will eventually happen automatically.

If you do decide to raise a new DV order you must make sure that your relative doesn't have any Telecare equipment attached to the landline phone and if so it is important to make this clear to the value agent before placing the new order.

hope that makes sense