Trying to move from FTTP trial to Full Fibre 74

[#1]

As the subject.   I placed an order last Wednesday and it seemed okay, but later got cancelled with no reason,   I've tried ringing to see what is happening, but the agent really couldn't see what was happening and was going to place a new order with Openreach until I pointed out that Openreach didn't need to do anything and it was only the account that needed changing.  I am now not sure whether I have an order or not!

Can one of the trial experts on here try to sort this out please. 

[#2]

Moderators Note

This topic has been moved from Full Fibre to My Order

[#3]

@wncfc 

Hopefully @Gandalf  or one of the other staff members will pick this up for you. Support staff know little about the Trial.

Do you have a phone line and do you want to keep it. It is possible to port your number out from a Trial account.

Brian

[#4]

Hi there,

I'm really sorry for the trouble you've had upgrading your FTTP service. 

From what I can see it's provisioned on the 40mbps product with Openreach, so to move your account onto Full Fibre 74, I've placed an order to reprovision it onto 80mbps, which is due to go through on the 18th October before midnight. 

Let me know if you have any further issues. 

[#5]

Thanks - I ported my number to sipgate when the trial was still ongoing so that's not a problem.

[#6]

That makes sense now. The agent was saying Openreach need to switch something, but I couldn't understand why they needed to be involved. I thought it would be simply a matter of changing my profile. I'll post an update next week.

[#7 · Accepted solution]

The profile is set at Openreach's side so we'd need to place a modify order to reprovision the service to 80/20. 

Should be sorted though for you on the 18th

[#8]

Order completed and working well.

[#9]

Glad to see that! Let me know if there's anything else you'd need help with