cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
HomeMover1
Beginner
465 Views
Message 1 of 16

Exchange Full

Go to solution

Hi All,

Really looking for some help!

Essentially I just moved to Surrey, was originally with sky, who moved me on the basic package for speed... the speed was less than 3mb and couldn’t be improved until April with the roll out of fibre to your door.  After calling BT, they explained I could have the fibre to the exchange with an installation of two weeks, so I moved to BT.

unfortunately, upon reaching the activation date, and still getting the purple flashing lights i rand the connections team and was informed the issue was there was a capacity issue with the exchange.

I was informed by BT, 3 different resolution dates, which were all missed, and 3-4 weeks later, there was still no info (tickets were being raised to open reach, but no info back) on when it could be resolved (and even being prompted by them twice to cancel my order).

Thinking it was just really poor service from BT, I tried to go back to sky, who now confirm, I can’t have fibre to the exchange, and the only package available is the copper line (at least until April)...

BT rang me back and offered to also put me back on the copper line, but honestly, I really struggled with the 3mb speeds...

Virgin don’t supply, I can’t get anything from BT on any other options apart from taking copper, and I even bought a 4G dongle to try manage the stresses from not being able to remotely work from home!

Genuinely feeling the stress, so if anyone can provide any helpful idea’s I’ll be so appreciative 😞

PS 5G isn’t quite here from a signal perspective yet, but I monitoring it 😞

0 Ratings
Reply
15 REPLIES 15
Keith_Beddoe
Distinguished Sage
Distinguished Sage
459 Views
Message 2 of 16

Re: Exchange Full

Go to solution

@HomeMover1 

Who is providing your broadband service at the moment?

HomeMover1
Beginner
455 Views
Message 3 of 16

Re: Exchange Full

Go to solution
BT are in the process of cancelling my order and informed me once it’s cancelled, to ring back up and set-up on the copper line
0 Ratings
Reply
HomeMover1
Beginner
448 Views
Message 4 of 16

Re: Exchange Full

Go to solution

To be 100% transparent, I genuinely thought I was being messed about as kept getting dates, literally no communications at all, so after being prompted to cancel by BT I agreed, and tried again with sky, who of course took a second connection setup fee, to cancel the next day due there being an open order. BT had told me it was cancelled yesterday but after speaking to the really nice customer services lady today, she explained it would next tuesday until it is fully cancelled. She explained because there is no room in the exchange they can also give me the copper line faster than sky, and I just need to call back up... Honestly, the copper line is sooo slow, I struggle to work and be in meeting connects, but it’s better than nothing... I’m just looking for advice on whether there is anything I can do to get some faster speeds so I can work 😔

0 Ratings
Reply
imjolly
Distinguished Sage
Distinguished Sage
437 Views
Message 5 of 16

Re: Exchange Full

Go to solution

If your cabinet not the exchange is full and has waiting list for fibre  then all you can do is keep checking the dslchecker and when you see as available then place an order



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
Keith_Beddoe
Distinguished Sage
Distinguished Sage
436 Views
Message 6 of 16

Re: Exchange Full

Go to solution

@HomeMover1 

Do you currently have a working BT Retail phone number?

HomeMover1
Beginner
434 Views
Message 7 of 16

Re: Exchange Full

Go to solution

😞 Worst news ever!!!

but thank you for taking the time!

0 Ratings
Reply
HomeMover1
Beginner
433 Views
Message 8 of 16

Re: Exchange Full

Go to solution

Yes, the landline was connected three weeks ago with no issues

0 Ratings
Reply
Keith_Beddoe
Distinguished Sage
Distinguished Sage
416 Views
Message 9 of 16

Re: Exchange Full

Go to solution

@HomeMover1 wrote:

Yes, the landline was connected three weeks ago with no issues


Then you can use your phone number in the DSL checker, as it will give the most accurate results.

Enter your phone number into this form and display the results here, but edit out your phone number before you post the results.

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

HomeMover1
Beginner
400 Views
Message 10 of 16

Re: Exchange Full

Go to solution

8A2CEF9C-E2EA-47A4-8DB7-F9F0CAD688C2.jpeg

0 Ratings
Reply