Cannot provide fiber service

[#1]

I got an email saying “ Unfortunately, our suppliers have advised us that we cannot provide a fibre service to you at present, this may be due to equipment not being upgraded in your area or a lack of capacity at the cabinet or exchange.”

It tells me about the couple of options I can have but I’m wondering: as they’ve still taken my money am I still going to get broadband? Or have they cancelled it?

[#2]

Thanks for getting in touch @Mehdiserene

As per the last update to the ticket the options available to you are

1. We can downgrade your account to our Unlimited Broadband service (for more information and prices see our website) and you can choose to upgrade to our Fibre service in the future once this shows as available on the https://www.broadbandchecker.btwholesale.com/#/ADSL. If you would like to take this option please contact us
2. We can arrange cancellation of your order free of charge if you contact our Customer Options Team by dialling calling us on 0800 432 0200 and selecting option 3 on our telephone system.