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ZomBieZA
Contributor
205 Views
Message 31 of 38

Re: Upgraded to BT Fibre, order is still open and nothing has changed.

I never got a 'new' hub, still have the Hub 6. And yes, everything is connected the same.
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Moderator
Moderator
172 Views
Message 32 of 38

Re: Upgraded to BT Fibre, order is still open and nothing has changed.

Hi @ZomBieZA  Thanks for posting back and sorry your fibre broadband is not working. I've sent you a Private message explaining how you can contact the forum moderation team and we will look into this for you.
Check here: https://community.bt.com/t5/notes/privatenotespage

Cheers
John

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ZomBieZA
Contributor
167 Views
Message 33 of 38

Re: Upgraded to BT Fibre, order is still open and nothing has changed.

Ahh thank you.. was hoping this wouldn't happen as now I have to wait again for a fix or a downgrade again.
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ZomBieZA
Contributor
139 Views
Message 34 of 38

Re: Upgraded to BT Fibre, order is still open and nothing has changed.

I called yesterday and I had a engineer come in now, he said I am on a exchange only line and that I need to contact bt to tell them this and to downgrade me back to ADSL.
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ZomBieZA
Contributor
123 Views
Message 35 of 38

Re: Upgraded to BT Fibre, order is still open and nothing has changed.

Sadly now I have to wait as they said the engineer needs to update his notes before they can downgrade. And the engineer today was unexpected as my fault track says a engineer is coming out tomorrow.
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Distinguished Sage
Distinguished Sage
120 Views
Message 36 of 38

Re: Upgraded to BT Fibre, order is still open and nothing has changed.

There must be an error in the local cable routing records. This needs to be corrected by Openreach so that it shown that your line is EO, and not via a cabinet.

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Moderator
Moderator
108 Views
Message 37 of 38

Re: Upgraded to BT Fibre, order is still open and nothing has changed.

Hi @ZomBieZA,

Thank you for sending in your details. I'm sorry the upgrade to FTTC isn't available for you line. I've had a look at the engineer notes and you line is connected directly to the exchange on the Exchange Only line. This means that the line isn't connected to the FTTC cabinet.

I can see that an order has been placed to reactivate your service on normal Broadband. The activation date is set for the 23rd of April. I've raised an expedite Request to see if this date can be brought forward. I'll give you a call tomorrow as soon as I have an update from Wholesale.

Thanks

PaddyB

ZomBieZA
Contributor
98 Views
Message 38 of 38

Re: Upgraded to BT Fibre, order is still open and nothing has changed.

Thank you very much, My internet is back on already.
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