Update.
The person managing our case has been in touch. Unfortunately there is nothing BT can do to stop this happening. I am still convinced that my rearrangement of the appointment got misdirected by a glitch - it would be an extremely unusual coincidence for a third party to apply to end our service on 24th September within moments of my rearranging the appointment to 24th September. I had confirmation of the rearranged appointment almost immediately.
However, this is the mess we are in. The person looking into our case is trying her best to get some sort of solution to impact us as little as possible. I am grateful to her for understanding that this is a very worrying situation to be in.
She has arranged that:
- we will have full fibre fitted in advance of 24th September. She said she had booked it for 16th September.
- when full fibre is in place, our broadband will then operate on the full fibre set up and she assured us that there will be no break in broadband service
- we will keep our copper line with our current phone number until 24th September when our phone service will be stopped
- as soon as the service is terminated they will port our existing phone number to the new DV service immediately
- so our phone service will be transferred to the full fibre and Digital Voice service and have the original phone number
- we will retain our existing BT account, BT account number, BT email addresses and web-stored emails after the change
I am very perplexed about the idea that our service will be terminated but we will still have the same service, same account, same emails etc. How can a service be terminated and still exist?
As she has arranged the engineer's visit to fit full fibre for 16th September, this morning I had an email from Openreach saying that they're doing it on 26th August. Unfortunately that doesn't instil confidence.
She is going to phone again next week and these are the sort of things I need to ask, though I don't have any understanding of the way the BT architecture works.
