This topic

New Customer

GT037 — Thu, 27 Aug 2020 16:26:39 GMT

Great start for a new Customer, engineer booked for today, 27th August, no show, no call, no nothing. Just checked the My BT app, missed appointment is says. Phone to rearrange. Digital phone activation says 15th September. Having a laugh, I thought Virgin were bad, which isnwhy we swapped.

Re: New Customer

pippincp — Thu, 27 Aug 2020 17:38:54 GMT

Was this for an FTTP install?

Re: New Customer

GT037 — Thu, 27 Aug 2020 18:00:34 GMT

Yes

Re: New Customer

pippincp — Thu, 27 Aug 2020 18:14:03 GMT

Give the FTTP team a ring. 0800 587 4787

Re: New Customer

GT037 — Thu, 27 Aug 2020 18:50:50 GMT

Thanks, hanging on the phone. Beginning to regret leaving Virgin. The annoying bit is no contact from anyone, nothing. Wasted a days leave, but now they can't supply the guaranteed speed they can reimburse me, they're in breach of contract.

Re: New Customer

GT037 — Fri, 28 Aug 2020 08:14:49 GMT

What a pile of rubbish this lot are. Hung on the phone for 1hr 45 mins, nothing. Managed to get onto some chat online who was clueless and wouldn't help as he was from the billing department. We haven't even had the outside connection done from the exchange/ green box to the house yet. So basically when we ordered online the dates were a complete pack of lies. We are having to go out today to buy a WiFi dongle type thing so we can have some kind of normality. Not one bit of communication from BT, unable to get through on any number. I ensured the complaint was made official. Yes I understand that life is slower with the current situation, but a simple bit of organisation or communication may have helped. As we are Key Workers getting time off to sit at home isn't easy to arrange. I also sometimes have to work from home which is now impossible as our Virgin is switched off. Part of the swap over plan. The online chap said he noted to have a box arranged to connect to a hotspot, the nearest hotspot is 2 miles away. No idea what we are going to do, but will find a way of billing BT for any additional money we spend during this mess.

Re: New Customer

imjolly — Fri, 28 Aug 2020 08:51:50 GMT

if you are getting FTTP then you need openreach to fit an ONT and you will have fibre cables installed right into your home - this has nothing to do with the exchange or green street cabinet. however if you are getting FTTC which is fibre to cab and copper cable to your home then you need openreach to install phone line

this is an ONT which you need for FTTP

Re: New Customer

GT037 — Fri, 28 Aug 2020 11:43:52 GMT

We've finally got somewhere, via a PM to the BT twitter page, well, about 8 messages from last night. They rang Connections, found the problem. Rang me back, new appointment set up on the 9th, plus a further call with the BT Twitter chap on the 10th to confirm all is OK and appointment was met and installed. Fingers crossed. In the meantime, we've purchased a Wifi dongle so we have TV via the Firestick. I do sit back and think.....TV and phones were so simple years ago.

Re: New Customer

GT037 — Wed, 09 Sep 2020 19:22:35 GMT

The chap from openreach came today, friendly and helpful chap too. Did all the work indoors and outside, tidy too. Fitted that white box indoors where we wanted it to. He was happy i had already unboxed it all, got the tv box and router cables done etc. Then came the crunch, he went out, 10 mins alter reappeared, i have some bad news, i thought here we go....He said, i can't climb up the telepgraph pole as it is out of date for a safety inspection, if something happens whilst i'm up i'm up **bleep** creak without a paddle, classic wording. I'll be back 0800 tomorrow, and a cherry picker type van will arrive around 0900 go up, get the new cable ready, then i finish off and switch it all on, check all is working, best i can do he said. So hopefully tomorrow we will have it all done. Just the phone, he said he might be able to pair with the hub etc, 1 question, how do we keep our old number? We asked to keep it.

Re: New Customer

Keith_Beddoe — Wed, 09 Sep 2020 19:58:23 GMT

@GT037 wrote:

1 question, how do we keep our old number? We asked to keep it.

As Virgin and BT are separate networks, its not normally possible to keep the same number unless you were a BT Retail customer in the past, at that same address.

BT Retail number ranges are unique to each exchange, however if you are getting BT Digital Voice, then that does not depend on the local exchange number range, so it may be possible. That is something you would have to enquire about, as it would involve some form of interception at network level.

Re: New Customer

GT037 — Wed, 09 Sep 2020 21:56:22 GMT

It was originally a BT number, we kept the number when we swapped to Virmin. So hopefully we will keep the number. Thanks.

New connection sorted, in a way

GT037 — Fri, 11 Sep 2020 09:15:48 GMT

Morning. Broadband and TV is now up and running, a couple.of hiccups requiring a van and a hydrualic lift as the pole was out of its safety check.

We have HD TV which is freezing and pixilated, which i have seen a Annuator or something can sort, 1 on order.

The digital home phone is paired, but, we can ring out and our correct number shows. We ring in and the Virgin phone rings, this is being disconnected today. My concern is, on the hub is a green slot with digital voice customers, no green cable, and on the ONT box is a Tel line 1 slot, are we missing something?

Re: New connection sorted, in a way

imjolly — Fri, 11 Sep 2020 09:21:13 GMT

@GT037 wrote:

The digital home phone is paired, but, we can ring out and our correct number shows. We ring in and the Virgin phone rings, this is being disconnected today. My concern is, on the hub is a green slot with digital voice customers, no green cable, and on the ONT box is a Tel line 1 slot, are we missing something?

no if you have the BT digital phones you pair them to the sh2 and are not plugged into the phone socket on back

Re: New connection sorted, in a way

GT037 — Fri, 11 Sep 2020 09:42:13 GMT

We have the 2 digital phones, so i think we are just waiting for the finishing touches once Virmin Media disconnect the phoneline today.

Just hope the Annuator thingy sorts the Pixles out on the JD channels

Re: New connection sorted, in a way

imjolly — Fri, 11 Sep 2020 09:46:26 GMT

if you go to hub manager then you should see your phone number and secting that you should see if your 2 phones are registered to the SH2 as dect base station

Re: New connection sorted, in a way

GT037 — Tue, 22 Sep 2020 12:58:11 GMT

Well, all the handsets are correctly registered to the hub, and we still can't receive incoming calls. When we ring the number its dead. But when we ring out from the BT phone our number shows and we can make calls. Our order status still show:

We have been in a constant battle trying to contact someone, a chap on Twitter has supposed to be calling us for about 6 days now. We were told last week that Openreach had connected the number and we can receive calls. Virigin disconnected the number 7 days ago.

Re: New connection sorted, in a way

imjolly — Tue, 22 Sep 2020 13:01:35 GMT

sorry but you need to keep on to the FTTP team 08005874787