I wonder if you would be able to offer any advice as me currently getting nowhere and being passed pillar to post.
I recently attempted to order the BT Total Entertainment Pack to upgrade my current BT TV service to Ultra HD 4K.
During the order process I was informed my FTTC Infinity 2 downstream speed was 48mb and 50mb was required in order for the order to be placed. I explained I was able to watch Netflix in 4K without any issue, but alas the BT ordering computer said no!
A few weeks later I saw a BT Openreach engineer outside my house making repairs to a neighbouring property. I had a quick chat with him, explained the situation and asked would there be any way to improve my line quality by a few mb's in order to get passed the BT ordering computer. He agreed to call in after he had finished his current job and would put his tester on the line to see if it would benefit from a Broadband Boost service offered by BT.
He tested the line that was approx. 1.5km from the cabinet and said that 48mb's was actually quite good and the readings on the line were also very good. He did not feel a Broadband Boost service would pull anything extra from the line. 😞
The engineer then went onto explain that my property was roughly located in between 2 DP points (Telegraph Poles) and the pole he had been working on for a neighbour was a few hundred metres closer to the cabinet than the pole I was connected to. He also stated the connection speed on that pole was 65mb to 70mb.
Excellent I thought, how I get my phone line moved to another DP?
He explained to ring BT and request a Move Order and it would probably cost the same as a new phone line (£130) as they would just run a new drop cable form the other pole to my property.
Flooded with happiness and almost a little tear of joy BT sales was my next port of call!
I will summarise the following as several hours of being passed pillar to post will be boring to read...
1. BT Sales unable to order as the option not on their system. Advised to ring BT Openreach, number provided.
2. BT Openreach - Yes a move order possible, in fact it quite an easy thing to provision. However, we do not deal with customer’s / end users directly and advised to contact my service provider BT and request a Move Order.
3. BT Sales contacted again and they put me through to the BT Moving Home Team.
4. BT Home team advised I was not moving home and they transferred me the broadband faults department.
5. BT Faults department unable to assist as I did not have a fault (Surprise Surprise).
6. Called BT Sales AGAIN, and they transferred me to BT India I assume to arrange to send me a new Home Hub!
At this point I kind of lost the will to live and thought my 25+ years as a loyal BT customer would have had some value.....
Can anyone please advise me who at BT I can speak to to request and simple Move Oder as advised by BT Openreach?
Thanks for any advice you can offer.
Just a guess but as it is your telephone line that needs moved, it will probably be a telephone move order that you need to make not a broadband move order.
Well, the BT Openreach engineer tested my pole and the neighbours pole and stated the line length according to his test equipment was a few hundred meters shorter (my pole is at the end of a leg DP 367 compaired to DP 363 for the other pole). He seemed to know his stuff.
@Devon_Dave Do you work for BT or have a source for the information you have provided?
This goes against the information provided by a few Openreach staff members now!
I find it mind blowing that a company that is in the business of making money won't allow a customer to purchase extra services and in order to do so pay extra for a new line to be provided. Openreach call it a "Move Order", I am still yet to discover what BT call it.
Maybe its just not worth the hassle anymore and a move to a new supplier might be easier....
there are many postes like yours on the forum and openreach have said that they will not move your connection to a different cabinet just so you can improve your internet connection as all ISPs apart from cable use openreach the answer will be the same
See link from Openreach
I really wish people would take the time to read the opening post properly.
I am not asking to be moved to another cabinet, I live between 2 DP's.
Pole 1 is a few hundred metres closer to the SAME cabinet as pole 2. My current pole is at the end of the LEG etc :S
Would this part of the above not apply the network over which fibre broadband is provided is bespoke, and all premises are served from dedicated fixed distribution points. and while you are not asking to be moved to a different cabinet you are asking to be moved to a different DP.