I'm interested by where this so rural part of Cornwall is that only has BT available. In a recent post you said the far west.

I'm currently in the Helston area, which has loads of FTTC from all the major and many minor ISPs. I frequently stay in Porthleven which has had Sky ADSL+ and all the BT Wholesale services for years and is now pretty well covered by FTTC in most places and FTTP in many.

Might you at some point have been misled by BT Consumer advertising?

LOL

Porthleven\Helston is hardly the "far west" of Cornwall. Think of St Just\Pendeen.

Bob didn't say he was in the far west. He said he thought the OP was and then said where he was - didn't actually link the two.

Interesting though his current whereabouts may be that's not relevant to the OP.

Or it may be because we don't know where the OP is and experience of an area in Cornwall that may be relatively close is potentially relevant. Also, the point Bob is making and that I made earlier is that it is fairly unusual for somewhere to only be served by BT Retail and that it is more likely that there are a number of other suppliers that use the Openreach tails that could deliver a service.

I encountered this in December 2018 and escalated it and got assistance after I complained to the CEO's office
I have emails from BT apologising that while "the system" was awaiting completion of one order (upgrade from ADSL to FTTC) it was not possibly to make changes to my BT TV package because of the limitations purely of the ordering system.
For clarity I should point out that all my services are with BT

It does rather seem that a couple of training problems may exist.

From the past, the old discredited adverts from BT Consumer about �Infinity� had the sales staff genuinely amazed when they were told by users that other ISPs also supplied FTTC. There were many posters on these forums being told FTTC was �only from BT�.

I moved from O2 ADSL2+ to FTTC with IDNet, but when I decided after my 12 months that the premium pricing didn�t really justify itself to me I enquired about migrating it to BT the BT sales staff and immediate management were adamant I could not be correct about having it already and I was mistaken. It that FTTC meant Infinity, and that was �only available from BT� was deep-seated in their heads.

That was why I ended up with Plusnet, who managed to get me across even though their ordering system didn�t have inward FTTC migration built in at the time.

The second aspect of the thread is this �single order� one, where I wonder if some BT CS are confused about the known Openreach ordering system problem that doesn�t generally allow any order to be placed on a line when there is a non-completed one outstanding.

Could the staff not be realising that line rental saver is nothing whatsoever to do with a Openreach? That they haven�t been told that product changes that don�t cause an order to be placed on Openreach do not have this problem?

Maybe it is just too complicated for the script-writers.

In reply to a post by kitcat:

Just done this in Dec via the website with no issues, there was an option later to not get the new router, phone tariffs came in a 2nd step. But all done at the same time.

Thanks. Just went via the website again. The 9.99 charge for the router disappeared as soon as I selected the package and went to the next screen. It had also worked out I was on anytime calls and put me on the new anytime tariff - which I edited to the 500 minutes option. All gone through smoothly. I declined on the option to give £1 a month to their new sports charity... It looks like BT are slowly getting things right on their website.

In reply to a post by ian72:

Or it may be because we don't know where the OP is and experience of an area in Cornwall that may be relatively close is potentially relevant.

That's rather the point. Helston isn't close to the far West of Cornwall, either physically or - more relevant - as far as infrastructure is concerned.

I might as well say that I am in Brighton and can get Virgin cable here.

Tamar crossing on the A30 (Cornwall/Devon border to save people having to look it up) to Helston 64-67 miles depending on the route. Helston to Land's End, 23 miles.

Close enough to justify my questions about where the poster actually means and whether they have been (possibly unintentionally) misled by BT staff.

I feel a jaunt to Sennen Cove calling. It is a beautiful sunny day .