So, back a few weeks ago I got a text message to say that full fibre had made it to my village, and did I want to upgrade. I decided that yes I did, and clicked the link, worked my way through the BT website and everything was seemingly in place...
Then I got a message saying due to problem with BT systems, they were cancelling the order and would rearrange.
OK, no big issue, maybe I was a little too quick in ordering...
Only this has now happened a few times, the order is created by BT, as I am an existing customer I get sent a cable and they cancel again.
So I have a seemingly stuck in a loop, without actually getting the upgrade. How can I unstick this and get the service?
On the plus side I do have a nice collection of cables now...
Thanks, these are the details:
VDSL Range B (Impacted)
G.fast Range A (Clean)
G.fast Range B (Impacted)
| 80 | 60 | 20 | 15.3 | 51.3 | Unavailable | Available |
| 80 | 54.4 | 20 | 13.7 | 42.9 | Unavailable | Available |
| -- | -- | -- | -- | -- | Unavailable | -- |
| -- | -- | -- | -- | -- | Unavailable | -- |
| Up to 1000 | Up to 220 | -- | Available | 1 Stage |
| Available |
| N |
| Y |
| N |
Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed hoist required.
FTTP is available and a new ONT may be ordered.
The exchange is not in a current fibre priority programme
As a WLR withdrawal exchange, product restrictions apply
SOADSL is not restricted at the exchange
For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.
For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.
Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.
In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.
If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service
ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.Thank you for your interest
Thanks, I called and the Customer SErvice team advised things had gone wrong and cancelled the orders. They also advised I could be given my fibre service via EE, which would work better.
I declined this, as I would never sign up to a service on a phone call without understanding the full agreement.
And then today, the order reopened, more kit being sent and the engineer appointment cancelled.
Beyond furious now. Will call CS later today, but would like to understand what options I have to actually resolve this properly I really don't care if I get fibre, stay with BT on my existing contract or cancel entirely...
