Why can't I upgrade my fiber speed online, without booking an engineer visit?

[BillDevon]

I have had 'Full Fiber' for a month so far, at 150 Down 30 Up. (Full Fibre 100 Halo 3) I'm looking at upgrading to the 900 Down 110 Up (Full Fibre 900 Halo 3) and its £5.00 more a month.

However, when I go to checkout, I'm asked to arrange a time for someone to come to my house. Why? I already have Smart Hub 2 with WAN port - I already have the ONT installed - Surely no one needs to come to my house again? The speed is already available - Im being 'throttled down' to the 150 I'm paying for, am I not? I'd 'assumed' that it could be done remotely?

This isn't a 'moan' - Just a genuine question - Does someone really need to physically come to my house again, and if not... Why am I being asked to create an appointment for someone to do so?

Please educate me - Thanks 🙂

[imjolly]

I find the cost to move from fibre 100 to fibre 900 only £5 highly unlikely. However you should phone options team 0800800030 and see what you can negotiate 

[BillDevon]

No, I'm not messing you about - See Screenshot - This is from my personal broadband deals in 'My BT' admin pages...

I know I could probably call up on that number you gave or on 150, but my question was "Why can't I upgrade my fiber speed online, without booking an engineer visit?"

I don't need an engineer visit do I? If not, I just can't see why I can't do the order online, without reserving an engineer visit? Am I correct about BT being to make the change remotely, or am I completely wrong and a man needs to go up the pole outside my house and flick a switch or something?

I'm not trying to be a troublemaker or anything, but I just wanted to do it online - That's all.

[imjolly · Accepted solution]

Up to you but if you want to progress then phone options team not CS as you will get better deal. 

You should not need engineer visit for an FTTP upgrade

[iniltous]

As you already know an engineer visit isn’t required to change speeds on FTTP , as far as why you are being asked to pick an engineer date , who knows , could be because you are on a speed that is also available from Gfast the order system isn’t sophisticated enough to distinguish between FTTP and Gfast so an appointment is offered that you don’t need , chances are on the date chosen you will get a text or something like that saying the upgrade is done 

Many Openreach ‘appointments’ never take place ,  on the copper network often an engineer visit is scheduled but not needed which is  a pain if someone ( for example ) takes time off work and has arranged access for the agreed date and time ( as they are expected to do ) and then access is not needed as the necessary ‘work’ is done remotely