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Old 19-11-2016, 17:46
GusGus
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Join Date: Nov 2016
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I have had Infinity on fibre for the past eighteen months, and my contract is about to run out. I want to renew and include BT TV this time
However, BT's system does not say that I am on fibre so they cannot offer a new contract. The customer service people are very understanding and sympathetic because I am apparently not alone in this situation. "It's a fault they are trying to remedy" is the stock answer. Various of them have tried things that they thought might solve it but without success. I gather it is something to do with Open Reach
It also means that I cannot switch and go to another service provider because they get a "no fibre" when they check
My bill is paid monthly, on line, and always includes the cost of fibre in black and white
I do not know what I can do, I have reported this to OFCOM who have simply passed it to the relevant OFCOM person
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Old 19-11-2016, 18:53
mpmc17
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Join Date: Jun 2004
Location: Nr. Nuneaton, Warwickshire
Posts: 2,371
I have had Infinity on fibre for the past eighteen months, and my contract is about to run out. I want to renew and include BT TV this time
However, BT's system does not say that I am on fibre so they cannot offer a new contract. The customer service people are very understanding and sympathetic because I am apparently not alone in this situation. "It's a fault they are trying to remedy" is the stock answer. Various of them have tried things that they thought might solve it but without success. I gather it is something to do with Open Reach
It also means that I cannot switch and go to another service provider because they get a "no fibre" when they check
My bill is paid monthly, on line, and always includes the cost of fibre in black and white
I do not know what I can do, I have reported this to OFCOM who have simply passed it to the relevant OFCOM person
BT left us without broadband after we were (unknown to us) migrated to another provider. It took them 10 weeks to get us connected again! We were "slammed" apparently.

Anyway, after a few weeks of getting nowhere I e-mailed the current CEO who passed it on to the Executive level complaints.

It still took them a number of weeks to get the order through as it kept being cancelled but they did eventually put things right, so you may want to e-mail the CEO if you feel you're getting nowhere.

Before you e-mail the CEO drop the @btcare team on twitter a direct message & I'm sure they'll be able to help you faster - if they're not helpful then do e-mail him.
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Old 19-11-2016, 22:57
ney
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Join Date: Jun 2002
Location: Scotland, Dunfermline Area
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Hope its sorted soon as I'm due to renew all my BT contracts come mid January.
Will also see if I can get a discount again for my BT Infinity and BT TV.

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Old 21-11-2016, 17:32
GusGus
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Join Date: Nov 2016
Posts: 615
BT left us without broadband after we were (unknown to us) migrated to another provider. It took them 10 weeks to get us connected again! We were "slammed" apparently.

Anyway, after a few weeks of getting nowhere I e-mailed the current CEO who passed it on to the Executive level complaints.

It still took them a number of weeks to get the order through as it kept being cancelled but they did eventually put things right, so you may want to e-mail the CEO if you feel you're getting nowhere.

Before you e-mail the CEO drop the @btcare team on twitter a direct message & I'm sure they'll be able to help you faster - if they're not helpful then do e-mail him.

Thanks for this, I have emailed the CEO and hopefully he will help. I don't know if he is anything to do with Open Reach where I think the problem is so fingers crossed
I don't do twitter so can't go down that path
Thanks again
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Old 21-11-2016, 21:20
rj414i
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Location: Lydney,Gloucestershire
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Thanks for this, I have emailed the CEO and hopefully he will help. I don't know if he is anything to do with Open Reach where I think the problem is so fingers crossed
I don't do twitter so can't go down that path
Thanks again
Contact the 'moderators' on the BT help forums, they will get it sorted.

They are excellent.
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