Hi everyone,
I’m posting here in case any BT moderators might be able to help. I’ll start with my request and then provide some context.
My request:
Two weeks ago (4 March) a BT guide kindly agreed to revert my broadband contract to the package I was previously on and advised this would take 3–5 days to complete. When nothing happened, I called again and another BT guide confirmed it would definitely complete by 13 March. Unfortunately that date has now passed and my account still shows the newer contract.
Prior to this change I was out of contract, which meant I had the flexibility to change or upgrade provider without fees. My request — which BT agreed to — was simply to return my account to that same out-of-contract position.
If a BT moderator happens to see this, I would be extremely grateful if someone could look into the status of the agreed reversion!
Context:
In mid-February I renewed my broadband contract, moving from “Fibre with Halo 1” (out of contract) to “Fibre with Halo 3”, mainly to secure a lower monthly price. I made that decision after several years of back-and-forth with Openreach about FTTP availability at my address, during which I had repeatedly been told that fibre to the premises was not currently deliverable and would only be addressed in a future “sweep-up” phase.
However, two days after the cooling-off period ended on 3 March (what timing!), Openreach contacted me to confirm there had been a database error and that FTTP is in fact available to my property. The error had been preventing me from ordering it and has now been corrected.
Returning my account to its previous out-of-contract position would allow me to order FTTP without being tied into a new two-year contract that started recently.
Thank you very much in advance to anyone who may be able to help!
Adam
If you’d like, I can also suggest two BT forum post titles that are most likely to trigger a moderator response, based on how their community team triages threads.
