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deldridge
Aspiring Contributor
839 Views
Message 1 of 3

FTTP recently available but cannot order as existing FTTC customer

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Hi

FTTP has recently been installed to the poles on my street. Before this we had FTTC to my cabinet. Dslchecker and the BT website itself when I check my phone number shows 330mb available.

However when I select infinity 4 and go through checkout it says I cannot order it as an existing customer.

I’m told by others this is a computer glitch and that because I have FTTC for some reason it doesn’t let me order FTTP. That the only way to get it is to cancel with BT then reorder as a new customer - but this risks a period without broadband and losing the phone number I’ve had for the past 20 years.

The call centre cannot help me “keep checking back” and can’t suggest anyone I can contact to get infinity 4 ordered.

Any ideas? Other than switching to Zen? I’d prefer not to do that if possible and it seems crazy I can’t order this product from BT because the computer says no?

Thanks
David
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2 REPLIES 2
pippincp
Sage
824 Views
Message 2 of 3

Re: FTTP recently available but cannot order as existing FTTC customer

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Contact the FTTP sales team directly on 0800 587 4787. They are best placed  to assist you.

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deldridge
Aspiring Contributor
779 Views
Message 3 of 3

Re: FTTP recently available but cannot order as existing FTTC customer

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Hi
I tried that number and 1.5 hours later an order has been placed! Thanks for your help.
Cheers
David
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