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AMasterson
Newbie
116 Views
Message 1 of 9

No updates and cancelled without knowledge

I was due to have my BT infinity 2 line installed today, i was not aware of any issues with my order what so ever. Recieved my new BT Home hub in the mail yesterday even had i phone call yesterday evening checking things and the bloke told me will be activated tomorrow but my take up to 24 hours. So i had the engineer sceduled to come between 8am and 1pm, didnt here anything got to around 2pm and i went to live chat where i spend close to an hour talking to a couple different people, who in the end told me that my order had been cancelled by the supplier because of a "port issue". What does this mean and how come i never got any information telling me that my order was cancelled. And how do i find out what will happen with my order from here? Thanks

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8 REPLIES 8
Distinguished Sage
113 Views
Message 2 of 9

Re: No updates and cancelled without knowledge

it sounds like your cabinet may be full and awaiting an upgrade to provide more capacity it is a matter of waiting while Openreach complete the work the infinity can be ordered again BT do not know of the capacity issue until Openreach rejects the order this will affect all providers not just BT
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AMasterson
Newbie
104 Views
Message 3 of 9

Re: No updates and cancelled without knowledge

Thanks for the reply,but its a brand new box that was installed december time? Whould i be full already i dont live in a populated area very rural.

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Distinguished Sage
Distinguished Sage
99 Views
Message 4 of 9

Re: No updates and cancelled without knowledge

Is your phone line working yet?

 

In order to find out what services and speed range you could be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.


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AMasterson
Newbie
96 Views
Message 5 of 9

Re: No updates and cancelled without knowledge

Telephone Number on Exchange PRICKWILLOW is served by Cabinet 3

 

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WBC FTTC 18x2 Sim Availability

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Distinguished Sage
Distinguished Sage
83 Views
Message 6 of 9

Re: No updates and cancelled without knowledge

Seems to show its available. Its possible that the port that you have been allocated in the fibre cabinet, has turned out to be faulty. Normally I would expect Openreach to allocate a new port, not cancel the order.

 

Try the  Order Live Chat Team first to see whether they can help.

 

If they can`t help, then a moderator can be asked to assist.

 

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AMasterson
Newbie
77 Views
Message 7 of 9

Re: No updates and cancelled without knowledge

I used live chat earlier on, will this live chat be the same?
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Distinguished Sage
69 Views
Message 8 of 9

Re: No updates and cancelled without knowledge

No
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edd200sx
Aspiring Contributor
49 Views
Message 9 of 9

Re: No updates and cancelled without knowledge

Same happened to me and my brother 

 

they do this on most online orders 

 

our cabinets were not full either 

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