Full Fibre order cancelled twice and I’m afraid it will keep happening.

[Arkham_Spider99]

I’ve ordered Full Fibre twice now and it’s cancelled without explanation. The first time the engineer appointment said missed then shortly after the order was cancelled because I apparently “requested it” when clicking the order. Yesterday afternoon I spoke to someone who re did what I wanted which was Full Fibre 900 with Smart Hub Pro as an extra for £10 a month. It did the same initially but a guide said Openreach thought the address may have been a business and cancelled the appointment. He rebooked it and then it was confirmed in the order. Three hours later it happened again, cancelled with no notice or reason. I rang back in and the guide said they’ll get back to me Monday and apparently it’s BT Wholesale denying it with no reason or note. I’m exhausted and worried, anyone who is a guide here please help if possible. Feel free to contact me if you can help me sooner than Monday as I’m at a loss. 

[Arkham_Spider99]

I’ve ordered Full Fibre twice now and it’s cancelled without explanation. The first time the engineer appointment said missed then shortly after the order was cancelled because I apparently “requested it” when clicking the order. Yesterday afternoon I spoke to someone who re did what I wanted which was Full Fibre 900 with Smart Hub Pro as an extra for £10 a month. It did the same initially but a guide said Openreach thought the address may have been a business and cancelled the appointment. He rebooked it and then it was confirmed in the order. Three hours later it happened again, cancelled with no notice or reason. I rang back in and the guide said they’ll get back to me Monday and apparently it’s BT Wholesale denying it with no reason or note. I’m exhausted and worried, anyone who is a guide here please help if possible. Feel free to contact me if you can help me sooner than Monday as I’m at a loss.

[XRaySpeX]

@Arkham_Spider99 : What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

[Arkham_Spider99]

************ is my URPN number as for some reason I can’t post the table. 

[Mod edit: Please do not post personal information on the public board. Thanks!]

[Arkham_Spider99]

It’s says 1000 and New ONT may be ordered. Then OH feed with no anticipated issues.

[XRaySpeX]

Use the Camera icon above your text to upload an image file to here.

[Christopher_G · Accepted solution]

Hi @Arkham_Spider99 

Welcome to the community.

We don't have access to your account here in the community. I see @XRaySpeX is trying to generally help you here, but to discuss your actual order, I can only suggest giving our Customer Support team another call, if you can't wait for them to call you on Monday.

Hopefully, they'll be able to help you.
Chris