In reply to a post by RobertoS:

Maybe BT Wholesale are't offering it. BT Consumer and Business can only offer what BTW does.

BT Wholesale are though shown >> here <<, even Zen says I can get it with them and now BTOR says I can, but BT Sales says its not available.

Paul

In reply to a post by baby_frogmella:

It appears to be an issue with BT Retail's ordering system though its affecting only some people like PaulKirby. Technically BT Retail are no longer selling Infinity 3 & 4 to new customers, these have been replaced by Ultrafast 1 & 2 respectively.

And its impossible to even explain this to them on the phone, all they say is "Sorry, but our system says its not available, so until it shows up we are in able to order it / upgrade to it", its like Left hand Right Hand.

The sad thing is BT Sales said that they could see it available on the Wholesale Site, but not on their system.

*** update ***
Now BTOR via a Twitter PM says its available and they cannot do anything more and I need to contact BT to investigate it.

Paul

Edited by PaulKirby (Mon 26-Mar-18 14:11:48)

In reply to a post by PaulKirby:

In reply to a post by baby_frogmella:

It appears to be an issue with BT Retail's ordering system though its affecting only some people like PaulKirby. Technically BT Retail are no longer selling Infinity 3 & 4 to new customers, these have been replaced by Ultrafast 1 & 2 respectively.

And its impossible to even explain this to them on the phone, all they say is "Sorry, but our system says its not available, so until it shows up we are in able to order it / upgrade to it", its like Left hand Right Hand.

The sad thing is BT Sales said that they could see it available on the Wholesale Site, but not on their system.

Paul

Perhaps worth sending BT Retail (complaints dept?) a letter by snail mail, clearly explaining this issue - for proof you can send the screenshot from my previous post, the BT/Openreach checker results for your line and I can even PM you my full address so that they can see for themselves that their system DOES allow some customers to order Ultrafast 2. Perhaps then they might acknowledge this issue and begin work on fixing it.

In reply to a post by baby_frogmella:

Perhaps worth sending BT Retail (complaints dept?) a letter by snail mail, clearly explaining this issue - for proof you can send the screenshot from my previous post, the BT/Openreach checker results for your line and I can even PM you my full address so that they can see for themselves that their system DOES allow some customers to order Ultrafast 2. Perhaps then they might acknowledge this issue and begin work on fixing it.

Well I am just waiting for the BTOR Guy to re-confirm that it defiantly shows up on their system as being available.

Once I have that I will be phoning BT once again to explain that both of BT Wholesale and Openreach's system says its available and for them to investigate it.

But if BT just say its not available I will be raising a complaint.

BTW, who exactly do I speak to at BT when I phone them, Sales or the FTTP Team?

Paul

In reply to a post by PaulKirby:

Well I am just waiting for the BTOR Guy to re-confirm that it defiantly shows up on their system as being available.

Once I have that I will be phoning BT once again to explain that both of BT Wholesale and Openreach's system says its available and for them to investigate it.

But if BT just say its not available I will be raising a complaint.

BTW, who exactly do I speak to at BT when I phone them, Sales or the FTTP Team?

Paul

Hi Paul,

I presume from this that you are a BT Retail customer, have you tried the forums? I tried calling BT over an old account of my Fathers (he's moved to PN) and the call centre couldn't handle it. One post on the forum and it was sorted in a matter of hours....

I appreciate left and and right hand on FTTP maybe a more complex issue, but they maybe able to nudge the right people.

Just a thought.

Yeah, I might try that if I get nowhere when I phone them up, and if complaints don't help.

Is it the same login that is used to log into MyBT ?

Thanks

Paul

In reply to a post by PaulKirby:

Yeah, I might try that if I get nowhere when I phone them up, and if complaints don't help.

Is it the same login that is used to log into MyBT ?

Thanks

Paul

Just checking the site now, it appears to have it's on registration system. You could try the same info as MyBT and see what happens.

I registered as a non-BT user to assist my Father, and used a Hotmail e-mail address.

I can still access it now and contribute to the forum.

Well BT Openreach got back to me and confirmed its available to me, so I phoned BT and no shock there, they tell me its not.

I even explained to them that BT Wholesale shows it available, Openreach says its available on their system as being available.

I do understand they can only go by what their system says, but if 3 sources says its available including the team that install it, then there must be issues on BT's ordering system.

So I have raised a complaint and will receive a phone call within 24 hours.

I am not having a go at the guy I spoke to on the phone at BT, he sounded like a nice guy and was very polite, but he was going on about I might be too far from the cabinet to get Ultrafast 2, I told them I think they are getting mixed up with the G.Fast Pod on the cabinet where I was told they are the same thing.

I was like Ooooo.K.

Anyhow I will wait to speak to the complaints team when they phone.

Paul

Edited by PaulKirby (Mon 26-Mar-18 17:06:19)

I am in the same boat as you - BT's website states:

Ultrafast Fibre isn�t available where you live right now

You can still get speeds of up to 300Mb with Unlimited Infinity 4

Whereas Openreach state:

WBC FTTP - Up to 330 - Up to 50 -- Available 1 Stage

Would love to upgrade to the higher upload speeds at the same price (as I understand it), but all I get is "computer says no"

Oh Paul,

You are very patient!

I have just about given up hope with using Now TV BB, so I am moving to another provider.

I cannot fathom BT sometimes, is the new product the same price or more expensive?

It's like that character on Little Britain "computer says no... cough"

Shocking, honestly