Fibre 900 stuck orders

Morning all

Does anyone else have a stuck order for the new Fibre 900 package which is an upgrade from the 300mbps package? I dont want to have to call BT again as I am sure they are very busy especially if there is a known issue with these upgrades not going through.

Yes, I ordered the Full Fibre 900 on the 26th March that was suppose to of gone live on the 27th at midnight which it didn't, BT first say its stuck at their Wholesale offices based in India and was told to wait 24 to 48 hours, so I did and still nothing.

So I phoned again and was told that Wholesale staff are now working from home and that its stuck at Openreach and to wait another 24 to 48 hours, which I did and still nothing.

So I phone again and they looked into it and put me on hold where I then get told there is an exception on the order and that an offline team will look into it and to wait another 24 to 48 hours and that I would get a phone call when its done or if there was any issues, so I did and still nothing, no call nothing.

So I phoned again where they did some checks with openreach and they tell me there is no issue (so I assume the offline team resolved the exception) and that its once again stuck at Wholesale and that they told BT that it WILL be resolved by the 8th, and I was told I have to wait until the 9th before phoning them back.

I did tell them that if its not resolved by the 9th that I WILL be making a complaint due to being messed about and all the issues with our account.

Their BT site under the "Your Products" section only shows we broadband that we can manage and that we don't have a phone line, also our bill also now says we are on the Full Fibre 900 (BT says we are not, but the bill says we are), even the BT Wholesale DSL Checker is broken and that you cannot doe address lookups on any address.

BT seems to be ping ponging the blame back and forth and I bet the next time it will be its stuck at openreach again.

I have been very patient and calm when speaking to BT about this issue and it seems to be getting nowhere.

Paul

I was told on the phone there's an issue with the Full Fibre 500 & 900 orders at the moment, so was forced to sign up for the Fibre 250 product.

Once that's active i'll joining the queue for a 900 regrade!

oh good. iwas looking to upgrade to the 900 package soon as well. perhaps things might sort themselves out in a few weeks time

Same situation here, stuck regrade 250>900 from the 23rd. Can't be bothered chasing it up, presumably they'll fix it when the staffing situation is sorted.

Looked at my bill just now and same as yours, the bill says Fibre 900. Curiously getting billed the sum of exactly £60.76 (no calls, that's the base package cost) - better than the £67 I was told over the phone. Package management still thinks I'm on the old 250 though, but track order says ....

"We've got a specialist team working on it and we'll let you know as soon as we have more news. Thanks for your patience."

Not sure, but perhaps that means something at the exchange needs done.

Edited by deleted (Tue 07-Apr-20 19:35:29)

Chipmunk77 and Paul

OR will have to ensure that the link from the PON Head end to the local Ethernet switch is above 1Gb ( at least 2.5Gb) this may mean a change of their connection. This would require a physical presence.

Wholesale will have to ensure you are on a VLAN that is at least 900Mb in size.

This should be doable remotely as long as their cablelink product is above 1Gb But if not it will require a change to 2,5Gb or 10Gb connection and would again require a physical presence.

Both physical presences may be problematic in some locations at the moment!

Ahh, interesting, thanks. Is this something that might require streetworks?

If it's relevant, dslchecker says 1000/220, but I guess that's a given or I wouldn't have been able to place the order.

Yeah, well Openreach upgraded our exchange ages ago, I asked them that when the 1000Mbit / 220Mbit become visible on the Wholesale checker.
They told me it had all been upgraded already and that those speeds are what is available for my fibre connection.

Also when BT spoke to Openreach they told them there was no issues at all and that they was even confused with the issue.

Paul

Chipmunk77

No, all the work would be in the exchange containing the Headend.

Sorry for your ordeal hopefully it gets resolved.
Personally I was able to upgrade through My BT. Was previously on fibre 2 80/20 and it was straightforward got upgraded shortly after midnight on monday