Full Fibre 900 Upgrade

[152bobby]

I placed an order with BT on 7th August 2024 for Fibre 900 and I FINALLY now have an install date of 20th Jan 2025.

Since placing that order I am being charged a monthly fee of £44.48 which I have been told is a Out of Contract price !!

It's not my fault that BT have not got the resources to install Fibre 900 at my home for over 5 months.

Surely this is not fair, especially since I have had a BT account for all of my adult life (I'm now 60).

BT livechat were no help at all !!

[gg30340 · Accepted solution]

Your new package does not start until your install date and it is activated. If you had not been given an install date then your old package would just continue until the new package started.

You must have chosen not to renew your "old" package despite not having an install date for your new package and as such you lose any discounts that you may have had as you are "out of contract".

You could have renewed your current contract and when you were given an install date it would have been "upgraded" to the new package and contract for the Full Fibre 900.

[152bobby]

Makes sense what you have said and yes I should have done that IF the BT advisor ran through ALL the options available to me at the time !!

When dealing with BT and MOST companies nowadays, things have to be kept as SIMPLE as possible, because things just don't seem to get done !!

Anyway, my Fibre 900 better live up to their advertised usage, or I'll be taking the £20 and early exit option and leave BT.

[gg30340]

---

@152bobby wrote:

Makes sense what you have said and yes I should have done that IF the BT advisor ran through ALL the options available to me at the time !!

When dealing with BT and MOST companies nowadays, things have to be kept as SIMPLE as possible, because things just don't seem to get done !!

Anyway, my Fibre 900 better live up to their advertised usage, or I'll be taking the £20 and early exit option and leave BT.

---

I fail to see that the advisor was at fault. At the time of ordering the advisor would have no more of an idea than you did when your new package would be starting if at that time there was no date available for the install and he/she may not have known when your old package was due to end.

Did you ask the advisor what your options would be in the event of your present contract running out prior to the new one commencing?

You would have been notified in advance that your "old" package was coming to an end and if memory serves me correctly you would have been told that your "fixed term discount" would end at that time. 

When you received the notification did you consider contacting BT to ask what your options would be in the event of your present contract running out prior to the new one commencing or did you accept that you would be out of contract and have to pay the higher price because of the loss of the discount?

[152bobby]

A wee update today, just been notified by BT that my Full Fibre Broadband install on Monday has been cancelled AGAIN) until 10th February 2025...that pushes it just over 7 months now since placing my order.

I have submitted an official complaint with a person on the phone today.  I have stated that if BT (or whoever they palm these jobs out to) does not turn up on the 10th, I'm leaving BT immediately.   Vodafone looks the best from what I have read online.

My neighbour had a fault and BT Openreach turned up the SAME day and fixed it.  She is also waiting on her full fibre install, she's been waiting 3 months.  She mentioned this to the Openreach guy and he could not understand it because he said BT Openreach are crying out for work !

I'm just gobsmacked that BT have any customers and reputation left.

So D Day is 10th February 2025 !!

PS: I've been with BT for over 35 years !!

[152bobby]

Update....Guess what?   BT have moved my BT Full Fibre 900 install date to 3rd March 2025.

So that's, order Placed 7th August 2024 and another rescheduled install date moved to 3rd March 2025.

So that's roughly 8 months....do I hold the record in the UK for this ?

[152bobby]

Another update, been moved again to 19th March 2025 (mind you, I may have got the year wrong).

I CHALLENGE ANYONE from BT to own my issue and get me a 100% install date !!!

[152bobby]

Final update....Full Fibre ordered 7th August 2024, installed on 21st March 2025.  Good luck to anyone who upgrades to Full Fibre.

[Kodikid]

Which of course has absolutely nothing to do with BT.

All down to openreach 

[chrisjp]

Its certainly true that it's all down to Openreach but, since BT's customers have no method to deal with Openreach directly, all they can do is complain to BT, and report the issue on this forum.
Even if customers could reach Openreach directly I'm betting they'd blame BT for delays and then BT would blame Openreach.
I know it's Ofcom that has forced the separation between BT and Openreach to encourage competition but the effect has been to create these sorts of delay scenarios with customers never able to get any sense out of BT.