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allsaint
Aspiring Contributor
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Message 1 of 33

Broadband order

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Hoping someone can help. I placed an order for superfast fibre on the 20th Dec and every couple of days since (from looking at mybt) the order appears to be continually closed then reactivated. According to web chat these are partial failures, whatever that means, and are apparently due to issues with Openreach's systems. Does anybody else have experience of this or could advise how best to try to get things sorted? Web chat and a couple of calls have proved useless
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Distinguished Sage
Distinguished Sage
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Message 2 of 33

Re: Broadband order

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Welcome to this user forum.

Are you an existing BT Retail customer upgrading, or are you moving from a different provider?

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allsaint
Aspiring Contributor
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Message 3 of 33

Re: Broadband order

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It's a residential order. I was with BT up until late November, then signed up with Plusnet. They had problems getting the broadband to activate too so I then returned to BT as a new customer
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Distinguished Sage
Distinguished Sage
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Message 4 of 33

Re: Broadband order

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@allsaint wrote:
It's a residential order. I was with BT up until late November, then signed up with Plusnet. They had problems getting the broadband to activate too so I then returned to BT as a new customer

If Plusnet had problems, then it must be an Openrech issue.

Is your phone line now working with BT Retail, do you have a BT Retail number?

 

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allsaint
Aspiring Contributor
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Message 5 of 33

Re: Broadband order

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I realise it seems to be an Openreach issue but was hoping someone on here could take up the case for me, with Openreach if necessary.
I only have a residential phone line
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Distinguished Sage
Distinguished Sage
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Message 6 of 33

Re: Broadband order

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@allsaint wrote:
I realise it seems to be an Openreach issue but was hoping someone on here could take up the case for me, with Openreach if necessary.
I only have a residential phone line

It it a BT Retail residential line, who do you get if you dial 150?

BT Retail have nothing to do with Openreach, any more than any other provider has.

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allsaint
Aspiring Contributor
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Message 7 of 33

Re: Broadband order

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I don't know if the landline is with BT retail, I'm not at home to check. You'll have to forgive my ignorance, but if I wasn't with BT retail who else would it be with?
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Distinguished Sage
Distinguished Sage
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Message 8 of 33

Re: Broadband order

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@allsaint wrote:
I don't know if the landline is with BT retail, I'm not at home to check. You'll have to forgive my ignorance, but if I wasn't with BT retail who else would it be with?

I was trying to see if your phone service was still with Plusnet.

Try this form.

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.


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Distinguished Sage
Distinguished Sage
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Message 9 of 33

Re: Broadband order

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You may find if you only left in November and are now trying to return to BT BROADBAND that you may not be classed as a new customer and get new customer deals



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allsaint
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Message 10 of 33

Re: Broadband order

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Sorry I don't know how to post the results of that check . The only thing that stands out is that it says there is an open order on the line which is due to complete on 20 Dec. Would this be Plusnet do you think?
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