Broadband upgrade turned into disaster

[Keith_Beddoe]

@WillC9999 

What @rbz5416  has suggested may be an option, as I think certain entertainment services may not be available on BT Business, and of course it would be a business expense for tax purposes.

As you are in the process of an upgrade which has failed, then that may be an opportunity to consider whether the service you have at present, is appropriate.

Personally, based on what you have written, I would advice a BT Business Account. They still have 4G backup which they call  4G Assure.

You can also request a static IP address if you intend to run any servers.

[ozen78]

I am on the line to CS team and the chap  I spoke to has been fantastic. He has said correctly that I didn't opt to terminate my line. It was the offer of £5 discount for renewing that removing add-ons came through as a delete of the landline even though my current package and billing shows it continuing the order contains instructions to stop the line. 

The first person I spoke to was incorrect in what he said and it would have been obvious if he looked into the order that it was going nowhere and Openreach had notes on there that line still active, just new package not activated 

Order stuck open and needs to be closed manually by the team and that should get me back online albeit without being on the new package renewal which I am being billed for. If not, when order closed, I should contact the team again and they will action new package order to resolve the issue within 2-3 days. Issue is a stalled broadband package order due to instruction to terminate line while supplying broadband. CS will call me Friday to confirm that issue is resolved.

[ozen78]

Worth calling the CS team on 03301234150.

I am confident they should have me back up and running in 2-3 days.

[Keith_Beddoe]

@ozen78 

It would be much better of you start your own thread with details of your own issue, instead of hijacking an existing thread, as @WillC9999  is being dealt with by one of the moderators.

[ozen78]

I’ll skip over the numerous calls to BT to try to unpick the issue. The cause it turns out was - can you guess? - the termination of my landline. Despite this being provided as an option by ticking it I inadvertently shot myself in the foot. Attempts to remedy this simply have failed. BT’s solution is for me to sign up as a new customer from scratch. My broadband is now scheduled to be reactivated in 10 days. 

Putting aside the idiocy of offering a self-destruct option (with no warning), the hours spent of the phone to BT

Sounds like the same issue with the order stuck open mentioned in his later post. 

But I guess the community forum is what it is, no substitute for tracking down someone at BT Customer service who knows what they are doing and can actually help.

[garybs29]

I like how it'd idiocy from BT when it's online orders. Can hardly be BT's fault when people don't fully read & check what they're placing themselves

[Bartonboy]

I can sympathies, early Nov 23 I upgraded from fibre 2 to Halo 3 with BT. As a consequence I couldn't access certain websites. Akin to partial Parental Controls being set. Reassured migrating to EE would solve the issue I'm now with EE. Despite 6 engineering visits, over 40 contacts with BT/EE "guides" and numerous broken promises, the problems remains. I no longer have a BT account, now being billed by EE, an account I cannot access. I've been informed "it's a known systems issue" and now being handled by a Case Management Team" Despite being told I would be kept informed, the last contact was 2 weeks ago. I have no means of directly communicating with CMT and remain completely in the dark as to what is going on. Shambolic to say the least.

[ozen78]

Yes but my new contract has a line, just no add on. The order is stuck but shows status: stop for the line and only broadband activation with £5 discount for renewal.

[Keith_Beddoe]

The only common factor may  be with G.Fast connections, as they seem to require that a PSTN service needs to be active, perhaps there is a performance issue if there is not 50V on the line?

Or it could simply be that the robotic process does not allow such a combination to be ordered, so it ceases the service instead? I believe that Openreach are no longer providing G.Fast connections, as they are concentrating on full fibre provision.

[ozen78]

Correct if you have copper to premises. It's a requirement for g.fast. Openreach will flag as they did in my case on the order that stopping the line would require full fibre instead which I do not have in my street and product incompatible. BT then sat on an open order that is going nowhere.