Upgrade status
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- Re: Upgrade status
07-06-2020 1:10 PM
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My upgrade from ADSL to fibre should be going through on Monday, however I haven't received a new router, the money for the router has left my account though, nor have I received any further emails regarding the status of it.
From reading other topics in here this just seems to happen when there's a delay getting an engineer booked, but if this info was on the site I wouldn't have to post this on the forum and save everyone's time.
Thanks in advance of you letting me know what the status is
![Smiley Smiley](/html/@39650D28FE4EA73A5BA77CFD0A477003/images/emoticons/smiley.gif)
Fixed! Go to the fix.
Re: Upgrade status
07-06-2020 1:16 PM
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Thread moved from General Chat to My Order.
Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
08-06-2020 10:29 AM
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Thanks for getting in touch @Richyroo
It looks like the order has been pushed back to the 15th due to engineer availability in your area.
I've manually ordered you the router today to make sure you get it in time.
Let us know if there's anything else we can help with
Re: Upgrade status
08-06-2020 10:30 AM
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![Smiley Smiley](/html/@39650D28FE4EA73A5BA77CFD0A477003/images/emoticons/smiley.gif)
Re: Upgrade status
08-06-2020 10:32 AM
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Re: Upgrade status
08-06-2020 11:20 AM - edited 08-06-2020 11:21 AM
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@Richyroo the problem with status updates is that the automated system seems not to notify the end user in some circumstances. The system knows the order has been delayed, that's why the router isn't dispatched earlier, it just doesn't tell the user!.
In the past, a number of us have suggested people check the BT Availability checker in these circumstances. It used to show an indication of any outstanding order in the text narrative below the speed estimates. Something along the lines of ' There is an open order on this line , due to complete on ...'. Since BT changed the availability check recently , there is some doubt as to whether it is shown any longer. Seeing that we now know you actually have an active order, it might help us help others in future, if you could use the checker and let us know if the indication of the order is still there.
Go to the checker at https://www.broadbandchecker.btwholesale.com/#/ADSL and enter your phone number, look at the narrative below the speed estimates and let us know if any order status is there. If you post any details back here then make sure any personal information like phone number is redacted.
Thanks
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Upgrade status
15-06-2020 1:39 PM
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I am probably responding to this a bit late, but there's no "due to complete on..." anywhere.
I also haven't yet been upgraded to fibre yet as still showing 7Mbps down 0.3Mbps up so presumably it is still awaiting upgrade?!?!
Re: Upgrade status
16-06-2020 6:13 PM
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Re: Upgrade status
18-06-2020 10:47 AM
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Thanks for getting back to us @Richyroo
Glad to see your upgrade's gone through! Let us know if you need any further help.
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