Ordered Part Fibre Broadband & Digital Voice - Order has been cancelled by BT!

[SS66Cornwall]

We recently placed an order with BT for part fibre broadband & digital voice. We are currently on Fibre with BT Halo 1 - we also have a traditional copper landline. 
A couple of days before our engineer visit we got a text saying that our order had been cancelled. No email, no phone call - just a text. 
We have since contacted BT & have been told it is because part fibre broadband is unavailable for us - we can only have full fibre!  Not sure if this is true - sounds like a way of getting us to pay more money for our broadband etc!

Would really appreciate some help with this as after calling 150 numerous times we feel like we are being fobbed off (told several times to ring back in a few days!)

Help please 🙏 

[licquorice]

Full fibre is exactly the same price as FTTC for any given speed package.

It is not entirely clear if you are considering ordering a third line, adding broadband to an existing line or changing your broadband package.

[SS66Cornwall]

Sorry for being unclear. We are changing our broadband package. Our contract has expired and we want to sign up for a new one. We have been told that we have to get digital voice instead of keeping our landline. 
We basically want broadband and telephone with BT.  

[licquorice]

I'm still confused.

If you simply want to continue as you are, simply renew your contract, not try to order a new one. According to your other thread, you already have digital voice.

[SS66Cornwall]

We don’t have digital voice. The other thread was in respect of my mum’s phone.

Renewing our old contract would mean paying three times as much as we would to have digital voice & broadband. 

[licquorice]

I'm obviously missing something here.

You currently have 'part fibre' broadband (FTTC) with phone capability

If you do nothing, that will continue as a rolling contract which means any discount you may have won't continue.

If you renew your contract, it will be at whatever price you are offered, but I very much doubt that is 3 times what you are paying now, and will be moved to Digital Voice.

If you try to order a new service it will be as a second line, not an upgrade to the current line.

[iniltous · Accepted solution]

The DSL checker does show FTTP ( full fibre ) is available, many ISP’s including BT ( that use Openreach ) take the opportunity to install FTTP , at ‘events’ like contract renewal, or brand new provision, they recently started to make it part of conversion to DV …..as stated , there is no price difference on the lower speeds 40,55,80Mb services , obviously FTTP you can have speeds upto 1.6Gb , but if for any reason you don’t want FTTP and prefer to stay on FTTC , you can’t ’recontract’ , you let your existing agreement move onto a month by month , 30 day notice to quit arrangement, however this invariably is more expensive than being within a minimum term…..should FTTP be offered as part of the migration to DV it can be refused, for reasons like a fall alarm on the existing PSTN service, or the landlord refuses permission.

The only reasons  I personally can see why if offered   FTTP  , someone would be refused it , is if in a rental property and the landlord vetoes it , or if the address is underground served but not ducted and the excavation required would leave ‘scars’ in driveway surfaces etc.

[SS66Cornwall]

I think what we have established is that BT telling us that we can’t have FTTC was rubbish as we already have it. That is what we thought but then thought maybe we were being stupid!

Seems like another call to BT is required tomorrow. Thanks all 😊 

[licquorice]

I think you are confusing things by trying to place an order for a product rather than simply renewing your contract.