cancel
Showing results for 
Search instead for 
Did you mean: 
Moderator
Moderator
255 Views
Message 21 of 35

Re: Upgrade from Superfast Fibre 2 to Ultrafast Fibre 100

Hi @tarbat, thanks for posting the update, sorry that looks like the order hasn't been accepted yet and would explain why you haven't received a confirmation email. Problematic orders are usually referred to specialist order teams to fix any issues.

0 Ratings
Reply
tarbat
Aspiring Expert
245 Views
Message 22 of 35

Re: Upgrade from Superfast Fibre 2 to Ultrafast Fibre 100

Thanks for the explanation. Is there someone I should contact (the specialist order team?) to progress this, or is this something that BT will sort out sometime without my intervention?

0 Ratings
Reply
Moderator
Moderator
231 Views
Message 23 of 35

Re: Upgrade from Superfast Fibre 2 to Ultrafast Fibre 100

Hi @tarbat, it should happen automatically but it wouldn't do any harm checking with the FTTP orders team on 0800 587 4787 to make sure this has been done. 

0 Ratings
Reply
tarbat
Aspiring Expert
194 Views
Message 24 of 35

Re: Upgrade from Superfast Fibre 2 to Ultrafast Fibre 100


@NeilOwrote:

Hi @tarbat, thanks for posting the update, sorry that looks like the order hasn't been accepted yet and would explain why you haven't received a confirmation email. Problematic orders are usually referred to specialist order teams to fix any issues.


Any idea how long these sorts of problems normally take to sort out, or how to contact the specialist team? Its not exactly a complicated change to my package - just a change from Superfast Fibre 2 to Halo 1 with Fibre 100.

The order now says "We've got a specialist team working on it and we'll let you know as soon as we have more news. Thanks for your patience". 4 days on, my patience is wearing a bit thin.

0 Ratings
Reply
Distinguished Sage
Distinguished Sage
191 Views
Message 25 of 35

Re: Upgrade from Superfast Fibre 2 to Ultrafast Fibre 100

you need to try the FTTP team again



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
tarbat
Aspiring Expert
176 Views
Message 26 of 35

Re: Upgrade from Superfast Fibre 2 to Ultrafast Fibre 100


@imjollywrote:

you need to try the FTTP team again


So, I phoned the FTTP team yet again!!

  • They immediately cancelled the original order without even asking me, and transferred me to the VALUE TEAM. They said that there had been problems last week with placing orders.
  • The VALUE TEAM took all the details again, hit a problem, so transferred me to the SALES SUPPORT TEAM.
  • The SALES SUPPORT TEAM took all the details again, tried to place the order but can't. They've referred it to the OFFLINE TEAM.
  • I'm not allowed to talk to the OFFLINE TEAM, so that's the end of the road 😞

I just seem to be repeating exactly what happened last week, and still no nearer to upgrading to Fibre 100.

Is there nobody at BT that knows how to process such a simple order?

0 Ratings
Reply
Sage
Sage
160 Views
Message 27 of 35

Re: Upgrade from Superfast Fibre 2 to Ultrafast Fibre 100

Please remove the VOL numbers for your own security.

0 Ratings
Reply
tarbat
Aspiring Expert
137 Views
Message 28 of 35

Re: Upgrade from Superfast Fibre 2 to Ultrafast Fibre 100

On the positive side, FTTP with BT is an absolute bargain, just had my first bill, made up of:

One off charge : £9.99 (setup and hub)
Special Offer Discount : £8.00-
Special Offer Discount : £5.94-

Total bill = £3.95- (ie in CREDIT)

Does this indicate that BT don't even think I've got an existing service, since I'm not being charged for either broadband or landline, although I am getting the discount. Could that be why they can't switch me to a new package, and if so, how can I tell them?

1.jpg

0 Ratings
Reply
tarbat
Aspiring Expert
101 Views
Message 29 of 35

Re: Upgrade from Superfast Fibre 2 to Ultrafast Fibre 100

So, looking for any help anyone can give in trying to solve this, or help me understand where the problem might be.

Openreach engineer attended today (same one as installed the ONT). She can't find any fault, so she phoned BT. They wanted to put her through to the FTTC team, even though we have FTTP. She is now convinced that BT think we've got an FTTC service and not FTTP. But we definitely have an FTTP service, confirmed by the Openreach engineer. This would probably explain why BT's systems can't see the hub when I try to run a performance test, even though the hub is connected to the ONT.

So where do I go now? Whenever I phone the FTTP team, they won't deal with it and forward my call to the Value Team who then find they can't place the order.

Can anybody on this community help me?

0 Ratings
Reply
Highlighted
tarbat
Aspiring Expert
89 Views
Message 30 of 35

Re: Upgrade from Superfast Fibre 2 to Ultrafast Fibre 100

Can anyone confirm what Fibre 100 should give me? Laura at BT has forced the order through, but the email says I'll only get 74Mbps download, with a Stay Fast Guarantee of only 34Mbps. I though Fibre 100 was a 145Mbps service?

Have I selected the wrong product to get a 150/30 service?

1.jpg

0 Ratings
Reply