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.

[roger1954]

You will see that my original post was 09/01/25 regarding a vulnerability marker on my account stopping me from

upgrading to full fibre as openreach think i have an alarm attached to my landline.the alarm was disconnected 6 years

ago and i cannot for get in contact with anybody to to remove this marker.I got through to telcare but this proved to be a waste of time.I then was promised a call back on 19/01/2025 this did not happen so i am still waiting.I cannot understand what the problem is with removing this marker as i am a retired BT CSE  with 40 years experience (20) years working on broadband,surely this would be a simple task.Do i have to move to another service provider to get the service i require?

[Alex_H]

@roger1954 I am sorry to hear you are still having an issue with ordering full fibre due to the telecare marker on your account. I am going to send you a private message to take some details to see if we can help in getting this sorted, please take a look and reply when you get a chance.

Alex