In reply to a post by cjgpers:

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!

I find it bizarre that BT Wholesale and/or Openreach cannot re-grade your FTTP line from 80/20 to 160/30 in a matter of days, considering my second FTTP line got activated in only 48 hrs on an already active ONT last month (that was with Trunk Networks though). I suspect BT Retail's ordering systems have been totally messed up by their new Fibre 100 & Fibre 250 products.

In reply to a post by baby_frogmella:

I find it bizarre that BT Wholesale and/or Openreach cannot re-grade your FTTP line from 80/20 to 160/30 in a matter of days, considering my second FTTP line got activated in only 48 hrs on an already active ONT last month (that was with Trunk Networks though). I suspect BT Retail's ordering systems have been totally messed up by their new Fibre 100 & Fibre 250 products.

Yes, that's exactly my suspicion as well. Remember that when I switched to BT back in September it was to an old product, but by the time Openreach had delayed everything BT were then on the new products.

BT have said that they've tried unwinding the stuck order, but can't find a way to do it. It's obviously in their own interest to do that, since BT are losing over £50 a month in not being able to collect my monthly charges for Halo Fibre 100, Talk, and Anytime Calls, whilst at the same time still crediting my account every month with the £8 special offer discount.

BILL

Edited by deleted (Fri 13-Dec-19 10:51:19)

In that case, its not the end of the world getting FTTP 80/20 for free with a 8 quid credit on your account every month

Btw, I'm guessing you have a single port ONT rather than the older 4 port version?

In reply to a post by baby_frogmella:

Btw, I'm guessing you have a single port ONT rather than the older 4 port version?

Correct. Single port, no BBU.

PHOTO OF ONT

In reply to a post by cjgpers:

BT have said that they've tried unwinding the stuck order, but can't find a way to do it.

Translation: a particular team of people in BT have tried to push through the stuck order, and have been unable to do it using the tools and techniques they have been given.

However, what they have failed to do is to escalate it to a technical team with deeper knowledge of the systems. There certainly are technical experts within BT who *could* fix the system problem, rather than just repeatedly press the "resubmit order" butter.

So why haven't they escalated the problem on your behalf?

Being charitable, it could be that the team you are talking to are unaware of their own internal procedures for escalation.

Alternatively, it could be that the team you are talking to does not have permission to escalate issues. Maybe BT have taken a business decision that fixing problems with individual retail customers is too expensive; they would rather lose customers than solve their problems. If that is true, it is sad.

If they are either unable or unwilling to escalate, then the only option I can see is to go through the complaints team - or the CEO office.

When all else fails and an order can't progress due to 'system issues' then a bridge case will need to be raised. That in itself may require escalation internally.

Not wishing to make excuses for BT, but I wonder if it's in any way due to Christmas shutdowns.

BT :
Monday 9th December 00:01 to Monday 16th December 00:01 � Christmas Pre- Embargo Service Protection.
Monday 16th December 00:02 to Thursday 2nd January 2020 23:59 � Full Embargo Christmas and New Year.
Thursday 2nd January 23:59 to Monday 13th January 2020 12:00 - Christmas Post-Embargo Service Protection.

There�s certainly no change freeze. I ordered a regrade of my FTTP from 80/20 to Fibre 100 on Wednesday and it completed at 4am Saturday morning. The connection bounced and speed tests jumped.

I suspect the OP�s problem is a stuck order blocking BT Retail�s system from submitting anything until it clears, coupled with an unwillingness to engage the right team to manually clear it.

Still, at least the OP gets a great deal on their 80/20 in the meantime!

Those freeze dates will be referring to things like core network changes, rather than end-user orders

In reply to a post by DougM:

I suspect the OP�s problem is a stuck order blocking BT Retail�s system from submitting anything until it clears, coupled with an unwillingness to engage the right team to manually clear it.

My understanding from the �Executive Customer Resolution Team� is that they got technical support to try clear the order but were unable to. I believe what they�ve said, after all the contact I was given in that team was via. Andrew. I�ve worked in IT long enough to know that sometimes trying to fix this sort of problem could have unpredictable results.

I�d still like to understand how FTTP speed is regulated. My hub shows connected at 1000Mbps, so is the speed regulated by Openreach equipment or BT equipment?

Edited by deleted (Sun 15-Dec-19 17:04:00)