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Newbie
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Message 1 of 7

Sorry we cannot process you order at this time

I have been trying to order bt ultrafast online since yesterday but keep on getting message in title. I have used several different devices and browsers and still get issue. 

 

I have live ONT connection and have fttp from another provider but as I go to complete the order I continually get this messagr. 

Going from search results this seems to be an ongoing issue with bt orders and had left me with second thoughts about ordering. Can someone please help

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Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Sorry we cannot process you order at this time

try phoning BT FTTP team and see if they can help  08005874787



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Newbie
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Message 3 of 7

Re: Sorry we cannot process you order at this time

I am going through topcashback and would prefer to complete the order online. Can anyone from BT tell me why there is an issue with this?

I have even tried going through email I was sent to complete order and still getting same issue

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Distinguished Sage
Distinguished Sage
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Message 4 of 7

Re: Sorry we cannot process you order at this time

switching FTTP providers is not the same as FTTC  speak to FTTP team, and see if you are able to switch online.  according to OFCOM you need to terminate original provider first

If you're switching to, or from, a fibre-to-the-premise or ‘full-fibre’ service or a provider that doesn’t use the Openreach network – such as Virgin Media’s cable service – you will need to stop your service with your current provider and start a new service with a new provider. You should contact both providers.

Your old provider will confirm that your contract is ending – and explain any charges that might apply – while your new provider will let you know when your new contract will start.



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Newbie
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Message 5 of 7

Re: Sorry we cannot process you order at this time

I have a current live open reach fttp connection in my home so this seems more complicated than it should be

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Distinguished Sage
Distinguished Sage
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Message 6 of 7

Re: Sorry we cannot process you order at this time

OFCOM appear clear on how you go about switching ISP when you have FTTP

try BT FTTP and see what they say  you are not forced to place an order



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Moderator
Moderator
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Message 7 of 7

Re: Sorry we cannot process you order at this time

Hi @Ciaranmck,

Welcome to the Community and thanks for your post!

Sorry for the problems you're having placing your order online.  Have a word with our FTTP team on 0800 587 4787 and let us know how you get on chatting with them.

Cheers,

Robbie

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