Yeah its every upgrade we do there is are these exact same issues which end up getting resolved, just annoying that's all.

Its the same all the time Wholesale blames Openreach, Openreach blames Wholesale, Left hand Right hand etc.

Paul

Got a call back from the sales team yesterday saying they have found the issue with my order (with openreach apparently) and this should be resolved by friday hopefully....

Nice, hopefully it will. Mine's still presumably stuck with no update yet. I'm waiting for a possible callback today from the person who is managing my order.

I called the ISP this morning about my regrade order from FTTPoD to FTTP as I'm now officially out of contract (should've been processed yesterday), the person I spoke to tried to put me through to the person managing my order but they weren't responding.

EDIT: Got a response, sadly bad news. There's a system issue at BT's end and is currently being raised with the product manager.

Edited by Ixel (Wed 15-Apr-20 15:16:18)

Yeah, I was told via SMS that their offline team was dealing with it and that they was having to do a manual cancelation and renew of the order and that they was suppose to contact me yesterday with the new order details, basically stating it should of been resolved by then.

I will be phoning them again either today or tomorrow and if no joy will be making a complaint due to all this fobbing off.

As for the System issue, BT's site is broken as hell, still thinks we have no phone line product with them, also says we cannot even get Full Fibre even though we are on it and that our voice product is via FVA.

BT still says that our contract hasn't started yet due to it being still an open order, yet all they site shows the new contract as already gone live also the billing shows this too.

So if this contract is in fact live then BT are in breach of contact.

That said, if its a System issue then how are others going live, even people changing ISP's have gone live.

I just wish BT would just tell the truth and say what the issue is instead of just plain lie.

Paul

You watch, Friday will come and go and it still won't be resolved, and guess what, they say that they spoke to Openreach and that they told them there was no issues and that the issue is with BT Wholesale and say they will look into it and guess what, it will be an issue with Openreach again.

They have been saying all this to me 3 lots of times now since the 26 March when I phoned for the upgrade.

Paul

I'm not sure, but, to clarify, when I say BT I mean BT Wholesale and not BT Retail/Consumer. It does however suck that a simple regrade can't be processed, something which can easily be done remotely and shouldn't take much more effort than clicking a few buttons. However, I'm not the first person to experience an issue with regrading from FTTPoD according to what Cerberus said. It's a good thing that the package I intend to pay for is slightly more than what FTTPoD's price is, otherwise I'd be even more frustrated.

It's a shambles, that pretty much summarises what should've been a fairly simple process. Hopefully these issues will be rectified before the end of the month.

Well just got off the phone to BT, absolutely no queue at all, so very fast getting through.

The lady I spoke to did some looking into the issue and told me that the order had already been cancelled on the Openreach System, but not on theirs for some reason.

She also told me that she has put this through to their "Special Offline Team" (her exact words) and that they would contact me via SMS on Monday to say the order is going or has gone through and that I would have to wait a further 24 to 48 hours after that date for it to go live.

I was also told when I ask about the price due to the SMS message I got and how it was said about new order details that the price might be different, but she told me that it would be the price we agreed to on the order that got stuck.

I did say if it doesn't this time that I will be contacting the Ombudsman to make a complaint due to a simple speed upgrade should never of had this issue and that other people changing providers have already gone live and that they did theirs after ours.

But like I have said before I bet it never happens, but I might be lucky.

Also spoke about FVA and their new Digital Voice Service, seems that we will remain on FVA to at the latest of 2025.
I also questioned about their business products supplying an Ethernet based VoIP Handset and that we would be happy to even pay for that phone in a one off payment.

She said phone lines currently over FVA will remain on that for a long while yet and that there is plenty of time to decide on other ways for them to supply their new Digital Voice Service.

But yeah, lets hope this ordering issues gets resolved before the end of the month.

Paul

In reply to a post by PaulKirby:

But like I have said before I bet it never happens, but I might be lucky.

I've just given up and assumed it'll be June at least, like all their other FTTP orders - regardless of whether it needs access to premises, or like me just a speed regrade.

"Computer says no" seems to be the deciding factor here.

Edited by deleted (Wed 15-Apr-20 22:40:30)

Well BT yesterday when asking if its still available for us at that same price that we already agreed to on the 26th March and she said yes its still available to us at that price we agreed too on the stuck order.

She did say it might take a couple of days for the old stuck order to be removed from BT's system, but I can already see its already been removed as of this morning.

I can now once again see our broadband information like we could before the stuck order, billing still says Full Fibre 900 Halo 1, so a bit confused there.

So now I just need to wait till Monday like she said, at this point I am unsure if the new order will be place before or on that day so it might go live after or on that date.

Soooo, at this point I will treat Monday as the date the new order will get placed and then 24 to 48 hours after that it "should" go live.

To be honest, I think I was just unlucky when I placed my upgrade order, where BT Wholesale offices in India went on lockdown and my order got lost and timed out, which was why other people that ordered before and after ours got done.

Paul