cancel
Showing results for 
Search instead for 
Did you mean: 
ZomBieZA
Aspiring Contributor
196 Views
Message 1 of 12

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

Hi there,
I placed a order to upgrade my BT copper to BT Fibre on the 23rd of November. I got a message saying there is a delay and will be processed as soon as possible. Yesterday was the day my broadband should have been upgraded though it hasn't.

The order is still open, but there are green ticks next to every point, even next to the broadband upgrade.

My package hasn't changed and still shows my old broadband. At my Landline it says "We are currently processing your order, once this is complete your package details will appear here."

Just looking to find out what's happening and how much longer itll take?
0 Ratings
11 REPLIES
Moderator
Moderator
177 Views
Message 2 of 12

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

Hi @ZomBieZA,

Thanks for your post and welcome back!

Sorry that your upgrade order hasn't completed yet.  Have a word with our >> Order live chat team << and let me know how you get on chatting with them.

We've been having some problems today so if you're having difficulty getting through please try again tomorrow.  We are on here if you need us Smiley Happy

Cheers,

Robbie

Community ModeratorRobbieMac
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”
Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a Private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thank You
0 Ratings
ZomBieZA
Aspiring Contributor
149 Views
Message 3 of 12

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

Hi @RobbieMac, I am still unable to get through to live chat and I haven't been home until today. I've been trying on my phone the last two days and been trying on my computer the last hour but no luck. 

0 Ratings
Moderator
Moderator
125 Views
Message 4 of 12

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

@ZomBieZA Sorry about that, if you would like the mod team to take a look please use the 'click here to contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.

Community ModeratorNeilO
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”
Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a Private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thank You
0 Ratings
ZomBieZA
Aspiring Contributor
116 Views
Message 5 of 12

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

Hi, gave them a call this morning as my internet has been down since last night around 10pm.

Unsure if maybe the upgrade was done but I am unable to get fibre still as I wasn't able to get last year?

They said the upgrade has been done though there is a fault outside our home
0 Ratings
Moderator
Moderator
105 Views
Message 6 of 12

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

@ZomBieZA thanks for the update, I'm really sorry about this did the help desk book an engineer visit for you or give you a repair timescale?

Community ModeratorNeilO
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”
Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a Private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thank You
0 Ratings
ZomBieZA
Aspiring Contributor
99 Views
Message 7 of 12

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

Yeah, they said it'll be done by the 10th
0 Ratings
Moderator
Moderator
98 Views
Message 8 of 12

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

@ZomBieZA ok, post back on Monday to let us know if they get you sorted.

Community ModeratorNeilO
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”
Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a Private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thank You
0 Ratings
ZomBieZA
Aspiring Contributor
84 Views
Message 9 of 12

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

Hi, engineer gave me a call and its the same situation as my previous thread.

https://community.bt.com/t5/BT-Fibre-broadband/Telephone-working-no-broadband-since-ordering/td-p/18...

My telephone number says I can get fibre, though engineer says i can't.

Engineer said I need to phone BT and tell them to change me back to Copper.
0 Ratings
Moderator
Moderator
72 Views
Message 10 of 12

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

@ZomBieZA if you send over your details on the contact the mods link we can help with that. 

Community ModeratorNeilO
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”
Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a Private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thank You
0 Ratings