Auto Cease Order? What can I do?

[davidchlau]

Hi

This is the first time I applied Broadband in UK.

Successfully applied via online chat from EE. But one day later, the order showed "Auto Cease Order".

Anything I can to? Trying to call but in vain

Thanks

[Keith_Beddoe]

@davidchlau 

Welcome to this user forum for BT Residential phone and broadband customers.

As you are an EE customer, you need to post on the EE forum https://community.ee.co.uk/

EE are a separate company within the BT Group.

Thanks

[davidchlau]

Thanks @Keith_Beddoe 

I applied via EE but finally the order was diverted to BT.

Not sure if it is EE or BT now.

My tracking number is from BT though

Regards

David

[Keith_Beddoe]

@davidchlau 

If your order is tracking on MyBT, then its most likely with BT.

What broadband package did you order, as it may be that Openreach cannot provide it?

[davidchlau]

@Keith_Beddoe 

It is Fibre Essential.

The strange thing is that when I type my postcode to search, it only provide 16MB speed. 

But the CS said they can offer me 36MB speed. 

Do they finally find out they cannot provide the said speed and cancelled?

Thanks

[Keith_Beddoe]

@davidchlau 

Use the address checker on the page below, and post the results, but edit out your address details first, but leave the exchange name and cabinet number showing.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Its possible there are no free ports.

[iniltous]

It’s possible ( as stated ) that if there are no spare FTTC ports available in the ‘cabinet’ for the address , then ordering a product that cannot be fulfilled by the supplier ( Openreach ) will be cancelled, if you were told upto 16Mb initially ( so not FTTC ) but an order was ‘forced’ through for FTTC anyway , then that may explain why it ultimately was cancelled by Openreach …but you ultimately will need to speak to your provider, even if the link provided shows no FTTC ( SoGEA ) as you will need to decide if you want reorder accepting ADSL ( 16Mb ) or not bother .