trying to upgrade from (fttc) to full fibre,but openreach will not remove old marker on my account

[roger1954]

I am trying to upgrade from fttc to full fibre(fttp) but unable to get any joy as i did have a BT alarm connected to my landline which was disconnected from my line 6 years ago as the BT monitoring company Intamac stopped  supporting the alarm.When placing an order to upgrade i am faced with the fact that Openreach refuse to remove the marker which states that i am a vulnerable customer (which i am not).I want to retain my original landline and retain my existing landline number,the only way i would get FTTP is if EE  were to treat me as a new customer but there mighht be a chance that my old number would not be retained and that i would loose my landline number which i have had for 40 years.Can anybody suggest a solution?

[Leanne_T]

Hi @roger1954 

Thanks for coming back to the community. 

I would suggest getting in touch with our technical support team who can get the Telecare marker looked into and see what can be done to help you get this removed. Our Contact BT has ways to get in touch. 

Thanks. 

Leanne. 

[roger1954]

Hi Leanne_T,
Many thanks for your advice,i did what you advised and got through to Telecare and hopefully they will get the situation resolved in the next 2 weeks as this is stopping me getting full fibre.Again many thanks.

[Leanne_T]

Thanks for coming back and letting me know @roger1954 

I hope this is sorted soon for you and you can upgrade to Full Fibre 🙂

Leanne.