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Openreach Rejecting Order repeatedly

D_Piddy_007

Member
Hey ISPreview folks,

Hoping you can help.
I've been trying to get a new broadband package to my address for the last 8 months and have been having major difficulties with Openreach.
We have a new build house which already has FTTP installed however the previous owners had removed the ONT modem before we got the keys and Openreach came and replaced this after we placed an order with BT when we moved in.
We've been with BT for the last 2 years without incident and I was looking a new faster package.
Initially we tried to go with BT again however every, and I mean EVERY time an order was placed it would invariably get rejected by Openreach.
After 5 months of back and forth I'd had enough and decided to go with TalkTalk as they had a better deal for faster speed.
They too have been running into the same issue where openreach continuously rejects the order and they have raised numerous tickets, many of which are being escalated but I'm getting nowhere.
I've been able to made contact with Openreach via their online chat window and they say the details of the address are OK on their side.
Just wondering if anyone has had any difficulties in this area and how they got it addressed?
Should I be pursuing this through my current ISP rather than the one I'm looking to move to?
I'm at my wits end about this.
Any help would be greatly appreciated.
Thanks

D
 

baby_frogmella

Pro Member
We have a new build house which already has FTTP installed however the previous owners had removed the ONT modem before we got the keys and Openreach came and replaced this after we placed an order with BT when we moved in.
We've been with BT for the last 2 years without incident and I was looking a new faster package.
Initially we tried to go with BT again however every, and I mean EVERY time an order was placed it would invariably get rejected by Openreach.
So just to clarify, you already have BT FTTP and want to regrade the service to a faster speed and the order is failing with Openreach? If so, are you by any chance trying to regrade to the 900 Mbps service? In which case, it may well be that you're on non-Huawei (gulp) FTTP kit and you may be restricted to the 330/50 FTTP service, even if the BT DSL suggests otherwise. I suggest posting on the BT forum where one of the staff members may be able to tell you exactly what's going on.
 

D_Piddy_007

Member
So just to clarify, you already have BT FTTP and want to regrade the service to a faster speed and the order is failing with Openreach? If so, are you by any chance trying to regrade to the 900 Mbps service? In which case, it may well be that you're on non-Huawei (gulp) FTTP kit and you may be restricted to the 330/50 FTTP service, even if the BT DSL suggests otherwise. I suggest posting on the BT forum where one of the staff members may be able to tell you exactly what's going on.
Yeah already have BT FTTP and looking to regrade. The ONT replacement is a Huawei model, not nokia or anything. The initial order we were looking to get was their 300 package, not the 900 so it shouldn't have been an issue in that respect anyway and it was still having problems. With talktalk, the package is for a 500 one and it's the same affair.
 

baby_frogmella

Pro Member
Cheers, in that case it seems like an issue on Openreach's side. I suggest posting on the BT forum where one of their staff members will look into this further.

 

LeeH

ISP Rep
Sounds like a mismatch of ONT ref on OR side
 

D_Piddy_007

Member
Sounds like a mismatch of ONT ref on OR side
I have queried this with them but OR insist there's no issue. Don't suppose you know how one goes about getting them to look into this properly? The online chat thing doesn't go very far beyond them telling me that from what they can see it's all good.
 
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