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gavinelli77
Newbie
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Message 1 of 9

BT Infinity order delayed "We're sorry, your order has not progressed as expected"

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I was due to have BT Infinity activated yesterday along with phone service having decided to transfer from Sky, but yesterday evening the order tracker had the message "We're sorry, your order has not progressed as expected. We are aware of the problem and a specialist team is working on it. We will be in contact as soon as we have further news. If you would prefer you can contact us.".

Anyone have any idea what this means or what the best way forward is? Having read a lot of other similar threads on here, I'm concerned that this might be the start of a long process to get my phone and Infinity service up and running!
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Distinguished Sage
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Message 2 of 9

Re: BT Infinity order delayed "We're sorry, your order has not progressed as expected"

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You fibre street cabinet may be full and a waiting list in operation

 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

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gavinelli77
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Message 3 of 9

Re: BT Infinity order delayed "We're sorry, your order has not progressed as expected"

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Don't get any results with phone number as I guess I don't technically have a BT number yet. Results from address checker pasted below:

Exchange PAGHAM is served by Cabinet 7
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

High Low High Low
FTTC Range A (Clean) 80 72 20 20 -- Available
FTTC Range B (Impacted) 77.8 43.7 20 14.3 -- Available
WBC ADSL 2+ Up to 12 -- 7 to 17 Available
WBC ADSL 2+ Annex M Up to 12 Up to 1 7 to 17 Available
ADSL Max Up to 6.5 -- 5.5 to 8 Available
WBC Fixed Rate 2 -- -- Available
Fixed Rate 2 -- -- Available
Other Offerings
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available
For all ADSL and WBC Fibre to the Cabinet (FTTC or WBC SOGEA) services, the stable line rate will be determined during the first 10 days of service usage.

For FTTC Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Oct-2013; the Formal Retirement date for IPstream is from 30-Jun-2014.

Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.
The DP is external to the end user premises.

Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number check.

Thank you for your interest.
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Distinguished Sage
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Message 4 of 9

Re: BT Infinity order delayed "We're sorry, your order has not progressed as expected"

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everything looks ok there it sounds like a delay in the change over from sky possible they have not yet released your line back to BT
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gavinelli77
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Message 5 of 9

Re: BT Infinity order delayed "We're sorry, your order has not progressed as expected"

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OK thanks, that's really helpful to know. Do you know what the best route is to get some onshore support for this?
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Distinguished Sage
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Message 6 of 9

Re: BT Infinity order delayed "We're sorry, your order has not progressed as expected"

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I have asked a moderator to help you they will post their contact link here tommorow 

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gavinelli77
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Message 7 of 9

Re: BT Infinity order delayed "We're sorry, your order has not progressed as expected"

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Great stuff, thanks for your help
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Moderator
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Message 8 of 9

Re: BT Infinity order delayed "We're sorry, your order has not progressed as expected"

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@gavinelli77 Welcome to the forum and thanks for posting,  I'm sorry to see you're having issues with your order.  


Your best bet would be to contact our order team and allow them the chance to put things right as the Mod team email queue is very busy at the moment. You'll be able to chat with our Order specialists using the following link: Order Team

 

Alternatively if you would prefer the Mod teams help and don't mind waiting I've also made the 'contact the mods' link visible to you in my forum profile. You can find the link by clicking on my username .

Thanks
Neil

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gavinelli77
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Message 9 of 9

Re: BT Infinity order delayed "We're sorry, your order has not progressed as expected"

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@NeilO @john46 thanks both for your help.  Contacted the order team this morning and turns out it was a number port issue.  Rectified in a matter of minutes and now phone and broadband up and working fine.

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