What to do if your Broadband Order Fails

An activation will take at least 5 working days from the point of ordering. This could be longer depending on your own circumstances (e.g. it will be longer if you choose to pay by Direct Debit only).

You can track your broadband order online using our Order Tracker. Any delays will be explained through the Order Tracker, but if you still have a question you should get in touch using the Help Assistant.

If your broadband order fails, one of our Technical Support Agents will be in touch with you to discuss the potential reasons why. These are outlined below:

'Tags' or 'markers' on the line

The most common reason for an order to fail is that there is a 'tag' or 'marker' on the line. This indicates that there has already been a broadband service on this phone line and it has not been cleared by the previous service provider. If you know who the previous service provider was but you're having problems getting the tag removed, contact us using the Help Assistant. We'll try and get it removed for you - this could take up to 2 weeks. If you don't know who the previous ISP was, you should call BT Wholesale on 0800 169 0934. They should be able to tell you who the previous provider was, and you should then call Ofcom on 0207 981 3040 to get the tag removed.

Other reasons why your order might fail

Some products and services are incompatible with broadband. We'll be in touch if we find that you have an incompatible product, but you can find out more below if you want to check that your line will be suitable.

Subscriber Private Metering
30k Loop
Leased Lines
ISDN (all types)
redcare
redcare abc, redcare isdn, redline
FeatureNet 5000 services
Meter Pulse facility
PBX and AUX lines
Caller Display Unit - CD50 & CD1500

Incompatible BT product or service	Description	Solution
Subscriber Private Metering	Allows customers to monitor the cost of telephone calls as they progress.	Removal of service followed by re-application or install a new telephone line for broadband.
30k Loop	A service that lets you move your telephone number outside the range served by the original area code.	Install a new telephone line for broadband.
Leased Lines	Dedicated private connection to the Internet.	Install a new telephone line for broadband.
ISDN (all types)	Digital telephone service, such as BT Home Highway, providing faster Internet connection than traditional analogue telephone systems.	We will arrange for a BT engineer to convert your ISDN line to a broadband enabled phone line. This will cost £50 inc VAT and is paid separately to BT.
redcare	A security alarm system that contacts the emergency services using a telephone line based signal.	Contact your alarm system supplier and ensure that a redcare Modem Compatibility Device is fitted, then re-order broadband.
red abc, redcare isdn and redline	Variants of the redcare service that provide monitoring and management information.	Remove service and re-order broadband or order a new phone line for broadband.
FeatureNet 5000 services	Virtual phone management system that provides companies with telecommunication and data services over a Virtual Private Network (VPN).	Install a new telephone line for broadband.
Meter Pulse Facility	Virtual phone management system that provides companies with telecommunication and data services over a Virtual Private Network (VPN).	Install a new telephone line for broadband.
PBX and AUX lines	Telephone systems and services commonly found in medium to large businesses.	Install a new telephone line (not on the PBX/AUX) for broadband.
Caller Display Unit – CD 50 and CD 1500	Device used to display the number of incoming calls.	Remove device then re-order broadband or install a new telephone line for broadband.

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What to do if your broadband order fails

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