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A couple of weeks ago i asked BT to re-contract my BT Inifinity contract so i could receive a discount for another 12months.
After the order went through i noticed my speed had reduced. After checking my line stats i realized I had been moved to an ADSL product.
Upon investigation, BT have found that although my account is showing i have Infinity, my line has been mistakenly moved to ADSL
The really frustrating thing is now my cabinet is at capacity and i cant be moved back!!
I've gone from 66Mbps to 2.5Mbps.
I'm now in a queue waiting to move back. BT can't tell me how long this is going to take. I've had a look at the wholesale checker and it just says 'This PCP has a waiters list for FTTC services.' Is there anyway to get more information? Looks like someones order went through as soon as my line was moved off 
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I'd write a letter to BT's CEO & consider raising your problems on social media - the more noise the more likely they'll speed things up
Ken
Nostalgia is memory with the pain removed
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A simple recontract should not have needed any orders to be placed with Openreach, unless there was an underlying product change at the same time.
Time for BT Retail to own and make things right
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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I believe you've already been advised on the BT forums that there's little that can be done until capacity is increased, or, if the cabinet is totally full, wait until someone cancels their FTTC service.
While it's definitely BT retail at fault for placing the wrong type of order, there's nothing they can do to physically provide more ports if the cabinet is at capacity. They certainly can't ask Openreach to cease another customers circuit in favour of yours. They will however need to compensate you for the problem.
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Is there anyway to get more information? Looks like someones order went through as soon as my line was moved off
No, annoyingly.
Waiting lists can be days, weeks or months. It's impossible to know where you are on the list either.
Matt
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But it should be possible to move the poster to the top of the list, via the OR or Group CEOs' offices. It would restore all the other waiters in the queue to their rightful place, rather than their wrongly raised one.
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59240/14753kbps @ 600m. - BQM
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Possibly an upgrade to 55/10?
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59240/14753kbps @ 600m. - BQM
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So BT managed to kick you off the fibre network and don't give a rats [censored] about getting you back on to it.....
Think its time to write to the CEO of BT and request some further information and get your snail-net credited to £0 for such a stupid mistake.
This sort of stuff gets me really mad.
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I'm now in a queue waiting to move back. BT can't tell me how long this is going to take. I've had a look at the wholesale checker and it just says 'This PCP has a waiters list for FTTC services.' Is there anyway to get more information?
Haven't BT told you that it will take at least until the 13 June?
https://community.bt.com/t5/BT-Infinity-Speed-Connec...
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Good spot. I consider it rather impolite for the OP not to have told us that.
In his favour, "at least" isn't a satisfactory response. That could turn into the end if August, or any random date in the future we think of.
However, if a capacity upgrade is planned for the 13th there's a good chance, and that isn't as bad as a true wait for leavers. He should have been told that, if it is the case.
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59240/14753kbps @ 600m. - BQM
Edited by RobertoS (Tue 24-May-16 01:18:01)
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Sorry, you're right, I should have mentioned the order will next be reviewed on the 13th June. Still doesn't suggest it will go through on this date or how many people are in front of me though. Didn't the BT wholesale DSL checker site used to list when capacity was planned to be added?
I've emailed BT CEO as it can't do any harm.
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Which cab/exchange?
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The checker used to show the date when capacity was planned to be added but that seems to have disappeared when the waiting lists started. The cab my new house is connected to has gone to waiting list 3 or 4 times in the last two months with no dates shown in the checker.
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Possibly, but something is not right
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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I was thinking that he is on a full cabinet, and was upgraded to 55/10 on renewal of the contract (which we would expect) and either a one-off mistake was made, or a similar systemic error exists within either BT Consumer or BTW, meaning a cease and reprovide was ordered instead of a simple upgrade.
So yes, we agree something is not right, along the lines I suggest here.
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59240/14753kbps @ 600m. - BQM
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I was a bit harsh as well - tired. Sorry for that.
Re the waiting list, the fact a date was given at all suggests to me a capacity upgrade to the cabinet. There is almost no way a date so far ahead could be forecast for when a port would become available.
Given an additional line card or cards I think it safe to assume all on the waiting list will be added as quickly as possible once it is installed. Giving us three variables.
1- whether anything delays the scheduled installation date;
2 - how much time is available each day to go through the list connecting people on it;
3 - the list is less than the number of new ports.
As requested by Ribble, post the exchange and cabinet. It's amazing how accurate his guesses are as to what is going on  .
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59240/14753kbps @ 600m. - BQM
Edited by RobertoS (Tue 24-May-16 11:20:29)
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I was a bit harsh as well - tired. Sorry for that.
Re the waiting list, the fact a date was given at all suggests to me a capacity upgrade to the cabinet. There is almost no way a date so far ahead could be forecast for when a port would become available.
Given an additional line card or cards I think it safe to assume all on the waiting list will be added as quickly as possible once it is installed. Giving us three variables.
1- whether anything delays the scheduled installation date;
2 - how much time is available each day to go through the list connecting people on it;
3 - the list is less than the number of new ports.
As requested by Ribble, post the exchange and cabinet. It's amazing how accurate his guesses are as to what is going on .
No worries 
I'm on Exmouth Cabinet 56.
I have had a response from BT senior complaints team to say they'll get back to me today, so fingers crossed they can pull a few strings?!
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The cab is full to capacity. A 2nd cabinet is planned but it's only just started so will be quite a while yet.
I'd suggest setting up a page watch ( someone else will tell you how to do this) and hope a port becomes available in the meantime.
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Oh dear...
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The cab is full to capacity. A 2nd cabinet is planned but it's only just started so will be quite a while yet.
I'd suggest setting up a page watch ( someone else will tell you how to do this) and hope a port becomes available in the meantime.
Great the worst outcome.
I'll just have to keep pestering BT complaints but not sure what they'll be able to do if cabinet is completely full. Best hope is I get moved to the top of the waiting list and that someone vacates a port.
Thanks for your help.
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A move to the top of the list, as you and I have mentioned, is the only fair thing for them to do. Whether it will happen is another question entirely.
Which BT CEO did you contact? Consumer, Openreach, or Group?
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59240/14753kbps @ 600m. - BQM
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A move to the top of the list, as you and I have mentioned, is the only fair thing for them to do. Whether it will happen is another question entirely.
Which BT CEO did you contact? Consumer, Openreach, or Group?
BT Group CEO Gavin Patterson
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That's best .
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59240/14753kbps @ 600m. - BQM
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Thanks. I have set up an alert and been told I'll receive a phone call from senior complaints today. I'll keep you posted.
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A move to the top of the list, as you and I have mentioned, is the only fair thing for them to do.
Its an interesting question. It would certainly be fair from a BT-Retail perspective, and a moral one too.
However, because the waiting list is maintained at Openreach, the question changes into one of "equivalence".
You would imagine that Openreach have the ability to override the rules of equivalence when *they* make a mistake, but do they have the ability to do so when one of their CP customers made the mistake, and Openreach are acting on (from their perspective) a valid order? Should Sky and TT suffer, when BT-R make a mistake?
When dealing with the CEO's office, this will (I guess) be the first option that they have to decide about.
If they decide that this isn't a good enough case to override "equivalence", the next question is whether the order can be placed with an "expedited" option - if, indeed, an expedited order can jump the queue at all.
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If they decide that this isn't a good enough case to override "equivalence", the next question is whether the order can be placed with an "expedited" option - if, indeed, an expedited order can jump the queue at all.
An expedited order does not help in regard to a cabinet that has a waiting list.
Matt
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I think what wwwombat is saying is that, if an order is flagged for expedite, would that mean it would go to the top of the queue for when capacity becomes available.
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I think what wwwombat is saying is that, if an order is flagged for expedite, would that mean it would go to the top of the queue for when capacity becomes available.
I think that was the answer I was given - ie, no it wouldn't - and is, incidentally, i what I half-expected.
An expedited order can, if I figured it right, jump the queue when the resource needed is an engineer's time, but not otherwise.
I also guess it wouldn't quite go to the top of the queue. It would go to the bottom of the "expedited queue", which would be ahead of the "standard queue", but perhaps not ahead of some of the business care-level queues.
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To me it partly depends where the fault lies. If at Openreach, which is unlikely, then it is easy. Their responsibility to correct their mistake. Expanded in the general case that follows.
Where I think the Group is relevant is that at that level they should be able to see that equivalence is not an issue, and override any qualms at lower levels. When a slot becomes available, it is relevant that there is a person waiting who should have still been on the cabinet. Logically, though not physically, it is their slot. It shouldn't be available.
The person who got the OP's slot was lucky. They got it earlier than they should. Similarly any later ones until the OP is restored.
Equivalence does come into play in that what I say above should apply whatever retailer the unfortunate person is with.
The question is, is anyone in the command chain bright enough and strong enough to follow this course.
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59240/14753kbps @ 600m. - BQM
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question.
Do BT start planning and work on new cabinet capacity prior to it been full e.g. a threshold?
Or do they wait for it to be full first meaning they ensure a period of no availability, I hope its not the latter.
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I they do anything it's not until the cab is nearly full. As it's likely to be 6 months minimum to get a cab RFS , if take up has been rapid then it's likely to run out before a new cab is ready
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That's not one I know the answer to.
I suspect it isn't something they'd want to comment on either as it could be commercially sensitive information.
Matt
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Believe there is a threshold something like 80% full that starts the process off, but given the levels of build activity everywhere this only rarely means that upgrades are done before capacity runs out.
For additional cabinets one delay can be the power companies, i.e. time to quote and deliver new power feed, or as one cabinet/village in Norfolk found a dispute over access/wayleave means that extra copper links can't be added.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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I'd seen a 75% threshold for adding the next card, but no details.
I imagine that works on counting just the ports used on the most recent card added, rather than the aggregate port count. So 75% of the third card needs to be used before it triggers the addition of the fourth.
I have no idea whether it means that the final card has to be 75% full before they contemplate the next cabinet.
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Hi everyone,
Here's the latest - i'm still on the waiting list. I have begged BT retail if i can be bumped up the list due to the situation but they won't even entertain the idea; in fact they don't really seem to understand how the waiting list really works.
I have set up an hourly monitor on the Wholesale availability checker. When coming back from shopping i noticed an Openreach engineer working in my cabinet and then about 20mins later at 10:40 it came up that FTTC was available. Woohoo i thought, and obviously hoped things would start moving. Coincidentally on the way out this afternoon i noticed a different Openreach engineer working in the cabinet and shortly later the monitor reported it has changed back to waiting list again.
I assume someone came off FTTC this morning and the next person in the list got moved on to FTTC this afternoon. Strange for the checker to report availability during that time though rather than just keeping it as waiting list? Does anyone know if its possible to find out how many are in the waiting list? It also looks like if you have been on the waiting list for 90 days you automatically come off it which seems a bit unfair as i assume you start at the bottom of the list again if you place another order?
I'm also keeping an eye on roadworks.org for any signs of planned works but there's nothing yet
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I have set up an hourly monitor on the Wholesale availability checker. When coming back from shopping i noticed an Openreach engineer working in my cabinet and then about 20mins later at 10:40 it came up that FTTC was available. Woohoo i thought, and obviously hoped things would start moving. You should have whacked an order in at this point.
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I have set up an hourly monitor on the Wholesale availability checker. When coming back from shopping i noticed an Openreach engineer working in my cabinet and then about 20mins later at 10:40 it came up that FTTC was available. Woohoo i thought, and obviously hoped things would start moving. You should have whacked an order in at this point.
Trouble is i already have an outstanding order and am on the waiting list so dont think i can?
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If you can't what's the point of having an hourly page check?
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Just out of curiosity so i could see activity like today. I was originally expecting it to show available when a new card or connections were added but have since learnt the cabinet is completely full.
I'm just intrigued by how it works given it showed available for a brief period of time despite there being a waiting list.
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The way I did it was as I said, whack in an order when availability appears.
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Do you know how the waiting list comes into play though? Surely it would just get queued up behind this.
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BT didn't appear to know anything about a waiting list so I ignored it as well.
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That's interesting, thanks. I have just come across another thread where you discussed it.
Us as consumers obviously aren't meant to understand how the waiting list works but it feels i'm being forced to try and find out in order to play the game and get my FTTC reinstated ASAP.
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I can't help feeling if you place a new order, you can benefit from the latest offers. Are you currently going to benefit?
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Yep, definitely going to financially benefit by letting the complaints team deal with this rather than going alone. I just dont have much confidence in the BT consumer/wholesale/openreach system and ordering process.
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Post deleted by lee111s
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Hi everyone,
Just thought i would let you know im back on FTTC
The order went through on Friday and BT expedited the install to yesterday.
Thanks for all the help, info etc.
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So they must have increased capacity by adding a new line card or a new cabinet?
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Or simply added more Filter/Links to the existing FTTC cabinet.
-----
"My" FTTC cabinet that is only 10 Metres from my door; and that can be seen readily from my lounge window, has only 96 Filter/Links in a back-plane that can take 288.
48 were fitted originally when the FTTC was Released For Service in March 2014.
A second batch of 48 were simply plugged in, about June 2015, as I spoke to the lad doing it.
Definitely no new line cards or such-like, in fact the FTTC seems to be fully equipped in that aspect, from the RFS Date.
He was doing similar additions to around 20 to 25 FTTCs that day, relatively widely scattered and definitely not confined to a small area.
About April 2016, only 63 upgrades to VDSL had taken place; and judging by the very few visits to the PCP since, there may be approaching 70 at present.
The only other post-RFS work on the FTTC that I am aware of, was one of the back-up batteries was being checked and probably replaced.
-----------
I have not found accurate figures for the PSTN lines through the PCP; but it may be approaching 300.
That was by assuming that all premises within the postcode areas fully catered by it, had lines; and that half the premises of the other postcodes partially served by it.
Almost incredibly, that calculation came out at 300 exactly.
So reasonable correspondence to the total for the FTTC.
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Anither connection must have been ceased to free a port
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Codelook should tell you how many lines are served by "your" cabinet.
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Ribble looked it up whilst i was on the waiting list and confirmed the cabinet was at capacity and another cabinet is planned. No new cabinet has gone in so i can only assume someone came off FTTC and i was fortunately next in the list thankfully.
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I wasn't replying to you buddy. The other poster who wasn't sure how many lines the PCP fed.
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ah ok.
Codelook shows 491 properties are served from my cabinet
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I think you meant to reply before to eckiedoo about how you got a connection.
Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59500/14989kbps @ 600m. - BQM
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