topic Re: New Package Should Have Activated 1st December in My Order

New Package Should Have Activated 1st December

Parallax — Thu, 04 Dec 2025 22:28:48 GMT

I upgraded to Full Fibre 900 on 28th November, and received an email saying it would take effect on 1st December. As of the evening of 4th December, it hasn't. The billing area says I'm out of contract, and am now paying a huge amount of money. Any ideas?

Re: New Package Should Have Activated 1st December

MisterW — Fri, 05 Dec 2025 07:31:39 GMT

Call customer support to check what's happening with the upgrade

Re: New Package Should Have Activated 1st December

Gandalf — Fri, 05 Dec 2025 16:42:44 GMT

Hey,

I’ve had a look and we currently can’t provide a speed higher than the 500mbps you have. It looks like our suppliers have stopped taking orders for speeds above 300mbps due to a capacity issue at the exchange you’re connected to.

I’d suggest giving us a call on 03301239123 to cancel the upgrade. You’re fine to re-contract on the same package or downgrade though.

Re: New Package Should Have Activated 1st December

Parallax — Fri, 05 Dec 2025 17:03:28 GMT

When you say your supplier, do you mean Openreach? So if I find an ISP that uses a different supplier, I'll presumably be able to get the higher speed?

Re: New Package Should Have Activated 1st December

jab1 — Fri, 05 Dec 2025 17:06:07 GMT

If you can find a supplier who does not use BTOR infrastructure, you will be able to get whatever they offer.

Re: New Package Should Have Activated 1st December

Gandalf — Fri, 05 Dec 2025 17:13:25 GMT

@Parallax wrote:

When you say your supplier, do you mean Openreach? So if I find an ISP that uses a different supplier, I'll presumably be able to get the higher speed?

BT Wholesale. But it’s not permanent, I’m sure capacity will be restored at some point though we don’t know when.

Re: New Package Should Have Activated 1st December

Parallax — Fri, 05 Dec 2025 18:45:50 GMT

Is there any indication as to how long? If it'll just be a month or so, I can probably put up with it. Not so much if it's a year down the line.

Re: New Package Should Have Activated 1st December

Gandalf — Mon, 08 Dec 2025 12:12:16 GMT

I asked and not as far as I'm aware.