Palious
Casual Member
Very long story.....ordered Fullfibre100 upgrade back in August 2023, forced to take digital voice because it was bundled together (now not bundled). Finally installed into my house in December, great internet but no voip service. BT then disconnected my PSTN so I was voiceless. Finally, in Jan '24 both were working but after a couple of days I received an email stating my services were 'stopping'. At first BT said i had cancelled my service but after much discussing they agreed Openreach had sent an automatic cease?? Both internet and voice were ceased and I was left without any service at all. No mobile signal in our rural location either. It's excalated to my MSP (Scotland) and the BT 'executive complaints' team. They say that I have also lost(?) my telephone number of 20 years....and unlikely to get it back...they say the problem is:
"The issue is down to the way the address is formatted and the routing for the correct address isn’t the same as the one for the address where your service was running. Your service was running with another isp" ??
"Openreach have the incorrect address for your house and also has the records of your internet ONT serial number (at the wrong address). The service is working at a different address. I have an order in place for the correct address, which includes the name --house name--, but at this stage its saying a full install needs to happen. The DSo team have been made aware of the above and the last update I received was that they are trying to get the records and tech team to update and get the connection live."
This is a new FTTP installation and was working (briefly) in December '23 but was stopped and I have had no service at all from 4th January, I find it absurd that they have not solved this issue in two months (they knew about the voip and disconnected pstn problem back in early December). Having first placed my update order in August with a target date from BT of 29th August they still have not completed my install.
Anyone have any insights as to what is going on? Thanks.
"The issue is down to the way the address is formatted and the routing for the correct address isn’t the same as the one for the address where your service was running. Your service was running with another isp" ??
"Openreach have the incorrect address for your house and also has the records of your internet ONT serial number (at the wrong address). The service is working at a different address. I have an order in place for the correct address, which includes the name --house name--, but at this stage its saying a full install needs to happen. The DSo team have been made aware of the above and the last update I received was that they are trying to get the records and tech team to update and get the connection live."
This is a new FTTP installation and was working (briefly) in December '23 but was stopped and I have had no service at all from 4th January, I find it absurd that they have not solved this issue in two months (they knew about the voip and disconnected pstn problem back in early December). Having first placed my update order in August with a target date from BT of 29th August they still have not completed my install.
Anyone have any insights as to what is going on? Thanks.























