cancel
Showing results for 
Search instead for 
Did you mean: 
gt94sss2
Aspiring Expert
754 Views
Message 1 of 5

Open order issue

I suspect this is one for the mods..

 

I renewed our Line Rental Saver in August but it is still showing as an open order each time I login to bt.com.

 

I believe this has created two issues with my line/account:

 

a) Even though my BT Infinity 1 line syncs at 64MB, it has not received the 'BT Infinity 1 speed upgrade';

 

b) Having received my notification of the Jan18 price changes, if I click the "Act Now" links, I am told that as there is an open order on my account, they can't show me any renewal offers..

 

Is it possible to arrange for the open order to be closed (and my line speed upgraded!)?

 

Thanks

 

0 Ratings
Reply
4 REPLIES 4
Moderator
Moderator
742 Views
Message 2 of 5

Re: Open order issue

Hi @gt94sss2

 

Thanks for your post and welcome back!

 

Sorry that there is an open order which is preventing you from viewing your bespoke offer.  Have a go chatting with out >>Order Live Chat Team<< to see if they can get you sorted this morning.

 

Also, the sync rate you've described above does look like an Infinity 2 profile.  Can you post your Hub stats so that the community can confirm that?

 

Home Hub 5 - Advanced>Troubleshooting>Helpdesk

 

Smart Hub - Advanced>TechnicalLog

 

Let me know how you get on chatting with my colleagues.

 

Cheers,

 

Robbie

Community ModeratorRobbieMac
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”Kudos”
0 Ratings
Reply
gt94sss2
Aspiring Expert
731 Views
Message 3 of 5

Re: Open order issue

Hi @RobbieMac,

 

Thanks for the quick reply.

 

I tried the Order Live Chat team and after explaining the issue to them - and twice more to others on the telephone once they called me - the open order has now been referred to a specialist offline team who can hopefully close the order in the next 24/48 hours. It only took about 40 minutes in all Smiley Wink

 

On the speed issue - I mistyped - thats what I get for writing posts in the middle of the night!

 

I actually sync at 55MB but my attainable speed is in the region of 64MB - hence my query about not having received the speed boost.

 

I don't currently use my Hub 5/6 (I have both) at the moment but a Zyxel 8924 (MCT approved)

 

The following stats show the current sync and attainable speeds:

 

 

============================================================================
VDSL Training Status: Showtime
Mode: VDSL2 Annex B
VDSL Profile: Profile 17a
Link Uptime: 33 days: 0 hour: 16 minutes
============================================================================
VDSL Port Details Upstream Downstream
Line Rate: 10.031 Mbps 54.998 Mbps
Actual Net Data Rate: 9.997 Mbps 54.999 Mbps
SNR Margin: 11.2 dB 7.3 dB
Actual Delay: 0 ms 0 ms
Transmit Power: 7.1 dBm 13.1 dBm
Receive Power: -9.1 dBm -5.2 dBm
Attainable Net Data Rate: 18.553 Mbps 63.631 Mbps

 

 

0 Ratings
Reply
Moderator
Moderator
721 Views
Message 4 of 5

Re: Open order issue

Hey @gt94sss2

 

Thanks for posting back!

 

Fully understand the typo now and can see from the stats that you're maxing out the sync on BT Infinity 1.  Sorry it took so long to get this sent off to the specialist team for them to sort out the open order.

 

Please keep us updated how things are going and if you're still having problems we can pick this up from here too if needs be.

 

Cheers,

 

Robbie

Community ModeratorRobbieMac
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”Kudos”
0 Ratings
Reply
gt94sss2
Aspiring Expert
692 Views
Message 5 of 5

Re: Open order issue

@RobbieMac 

 

Am pleased to say that the open order was removed from my account within 48/72 hours or so and I can now see my bespoke offers (though your system doesn't seem to realise I already have a SmartHub!) 🙂

 

However, like some others on the forum (i.e. here, here and here) I am now waiting to see if my line will be upgraded/boosted as previous advertised since its capable of more than 55MB - the bespoke offers actually already describe my tariff as Unlimited BT Infinity 1 with up to 76Mb download and 19Mb upload speeds" - or if it may need to be manually done if its been omitted (perhaps due to the open order?)

 

I gather you're looking into this issue more broadly as well - to see if the automated upgrade process has finished or is still ongoing. It would be good to know if you've heard anything since - we probably don't say it enough but we do appreciate all the effort the MODs put into resolving our issues..

 

Cheers!

 

 

0 Ratings
Reply