So, searching through the numerous orders on my account, I find this one:

Image of Order

Image of Order2

Could this be causing the problem? It would explain why I've never been billed, and maybe it's this order from when we originally joined BT FTTP that is causing the problem. But how to convince BT that might be the case?

Edited by deleted (Fri 06-Dec-19 13:34:49)

I think there's one thing perhaps worth clarifying.

Your contract is with BT Retail, and they have *sole* responsibility for fixing this problem. It doesn't matter whether the issue is within their own systems, or within external systems they talk to - both the diagnosis *and* the resolution is entirely up to BTR.

I wouldn't bother trying to suggest possible problems and solutions to them. Unless you have intimate knowledge of BTR's systems (e.g. you used to work for them), it's not going to help. What is required is simply for the problem to be escalated within BTR, to a suitable person who understands the order management systems and can fix the problem.

The problem description is clear and unambiguous: you ordered a regrade to a 150M service, you are still on an 80M service. Therefore, the order has not been delivered.

If this isn't happening, then in the first instance you should ask for evidence that the problem has been escalated internally. If still nothing happens, then raising an official complaint with BTR is next step. After that, there's the OFCOM dispute resolution process. Optionally you can call them out in public on twitter or raise it directly with the CEO's office.

(Of course, the one group you *shouldn't* call out is Openreach. The problem may or may not be in OR's systems; but even if it is, it's entirely BTR's responsibility to resolve it with them)

Don't forget your option option, which is to walk from BTR and choose a more reputable service provider. When you are dealing with the complaints team, if they can't sort the problem then at least they should be able to release you from your contract. And if you've chosen BTR because they're the cheapest, well, now you know why

In reply to a post by candlerb:

Don't forget your option option, which is to walk from BTR and choose a more reputable service provider. When you are dealing with the complaints team, if they can't sort the problem then at least they should be able to release you from your contract. And if you've chosen BTR because they're the cheapest, well, now you know why

To be honest, I chose BT because I've had good service from them in the past, and I have no experience (other than SKY) of using any other provider. Reluctant to go down the cancellation route given the problems I had switching from SKY to BT in the first place.

And to give credit to BT, there's been no lack of contact from both teams dealing with the problem - 19 calls in all!! They just seem unable to find the solution. Dundee FTTP team are still convinced it's an Openreach problem, even though some of the symptoms appear within BT systems. It appears that whatever BT do to raise the order for a regrade to 150/30, the order automatically changes to a date of 13th January 2020, which is coincidentally the date on the original order back in September to transfer service from Sky ADSL to BT FTTP 80/20.

Edited by deleted (Tue 10-Dec-19 15:54:36)

Any thoughts on this latest explanation from BT?

Apparently Openreach have said that the regrade from 80/20 to 150/30 can't be done until 13th January as that's the earliest an engineer is available. Now it sounds like BT don't believe this explanation, but I'd appreciate any thoughts as to if this is a believable reason. Does a regrade to 150/30 need someone to physically do something at either the exchange or my house?

No it doesn't. This issue needs to be escalated to a *competent* person within BTR.

In reply to a post by candlerb:

No it doesn't. This issue needs to be escalated to a *competent* person within BTR.

Who? I've already escalated this to the "Executive Customer Resolution Team" (thanks Andrew), but getting them to even consider that this might be a problem within BT's own systems is proving difficult.

I'm still convinced it's to do with this half completed order sitting on BT's system:
PROBLEM ORDER

Given the syptoms:
- Any new order automatically defaults to 13th January 2020.
- Nothing is appearing on BT billing for Broadband

I just can't see how an Openreach problem could affect BT's billing system as well!

Edited by deleted (Wed 11-Dec-19 17:02:55)

Sounds like they are waiting for the date on your open orders (13th January 2020) to pass before they do anything more.

In reply to a post by cjgpers:

ADSL Checker with Order

Edit: Probably best to wait until then and see what happens afterward.

Edited by deleted (Wed 11-Dec-19 17:07:00)

I guess I could just wait until 13th January. After all, I'm not even paying for my 80/20 service, and each month my account increases with a credit of £8 for the discount I'm receiving. And BT have already agreed £200 compensation for the original 35 day delay in getting FTTP installed in the first place, including for a missed engineer appointment.

But it's really frustrating getting almost daily calls from BT just to tell me they haven't fixed it. I just wonder what will happen on 13th January when this mythical order finally clears!

In reply to a post by cjgpers:

I guess I could just wait until 13th January. After all, I'm not even paying for my 80/20 service, and each month my account increases with a credit of £8 for the discount I'm receiving. And BT have already agreed £200 compensation for the original 35 day delay in getting FTTP installed in the first place, including for a missed engineer appointment.

But it's really frustrating getting almost daily calls from BT just to tell me they haven't fixed it. I just wonder what will happen on 13th January when this mythical order finally clears!

Don't let them close any escalations that are currently open as you've worked hard to get them open. Make sure they update them to give you a call just after 13th January 2020.

So, final update from BT's "Executive Customer Resolution Team" this evening. There's nothing they can do, I have to wait until next year for the order to go through. Bitterly disappointed, and still find it unbelievable that BT can't somehow change the order date on their system. I also remain sceptical that this will get resolved automatically next year.

On the positive side, at least I won't pay for the service until next year!