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waynehibbs
Aspiring Contributor
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Message 1 of 14

Unable to upgrade my fttp infinity boardband and fibre phone that was installed last month.

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I am Unable to upgrade my fttp infinity boardband and fibre phone service that was installed last month.

i have used up my 30Gb usage so I need to move to unlimited fttp.

But after trying to upgrade my service I am told that I don't have a service any more as it's being cancelled. 

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john46
Distinguished Sage
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Message 2 of 14

Re: Unable to upgrade my fttp infinity boardband and fibre phone that was installed last month.

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I have never heard of a 30Gb limit with FTTP
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waynehibbs
Aspiring Contributor
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Message 3 of 14

Re: Unable to upgrade my fttp infinity boardband and fibre phone that was installed last month.

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That's what the services says the limit it is.

i was hoping the mods would be able to help he.

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conrad
Recognised Expert
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Message 4 of 14

Re: Unable to upgrade my fttp infinity boardband and fibre phone that was installed last month.

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john46 wrote "I have never heard of a 30Gb limit with FTTP" - probably is the 40/10 cheap fibre product that was being offered with the 30 Gb limit. It's now a 52/10 product still called Infinity.

 

The other lower speed products are Unlimited Infinity and Unlimited Infinity 2 which presumably causes confusion if a customer just asks for Infinity and gets put on the 30Gb product.

 

The option to use the Quote link isn't working correctly at the moment which is why I had to write what john46 said.

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pippincp
Sage
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Message 5 of 14

Re: Unable to upgrade my fttp infinity boardband and fibre phone that was installed last month.

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@conrad the product you are referring to never existed on FTTP.

 

I suspect the OP has an FTTC connection.

StuartH
Moderator
Moderator
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Message 6 of 14

Re: Unable to upgrade my fttp infinity boardband and fibre phone that was installed last month.

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Hi @waynehibbs

 

Sorry you're having problems upgrading your package.

 

Can I ask how you tried to upgrade was it online or over the phone?

 

Just wondering if an order is in place currently? Did you get any confirmation emails after trying to upgrade?

 

Post back and I'll see if we can assist further on this.

 

Cheers

 

Stuart

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waynehibbs
Aspiring Contributor
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Message 7 of 14

Re: Unable to upgrade my fttp infinity boardband and fibre phone that was installed last month.

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the service is FTTP I CAN SEE THE FIBLE LINE COMMING THROUGH THE WALL IN TO THE OPENREACH MONDEM 

 

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imjolly
Distinguished Sage
Distinguished Sage
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Message 8 of 14

Re: Unable to upgrade my fttp infinity boardband and fibre phone that was installed last month.

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looks like you cap lock got stuck!!  this is considered shouting on the forum



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waynehibbs
Aspiring Contributor
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Message 9 of 14

Re: Unable to upgrade my fttp infinity boardband and fibre phone that was installed last month.

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I HAVE TRIED TO UPGRADE VIA THE WEBSITE, AND IT SAYS THAT IAM LEAVING BT. SO CAN NOT HELP I DID NOT GET ANY EMAIL WHEN TRYING TO UOGRADE.

I DID GET EMAIL WHEN I MOVED TO FIBRE FORM COPPER

IAM WONDERING IF IT, THAT'S THEY HAVE MOVED MY PHONE SERVICE OVER TO FIBRE, AND TURNED OF  MY COPPER SERVICE.

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StuartH
Moderator
Moderator
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Message 10 of 14

Re: Unable to upgrade my fttp infinity boardband and fibre phone that was installed last month.

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Hi @waynehibbs

 

I'll give you benefit of the doubt that you're not shouting at me or others.

 

From what you are saying if a fibre line is running directly into your home this is something you need to call us about. FTTP is dealt with by a specialist team so not something that I can deal with myself.

 

If you call in on 0800 587 4787 they will be able to see whats happening on your account and advise you on what is happening to your account and assist you with an upgrade order.

 

Thanks

 

Stuart

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