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Broadband installation overdue, landline not activated by Openreach

Lola3 — Thu, 10 Sep 2020 10:14:47 GMT

We placed an order with BT on 18 Aug 2020 for Fibre Broadband 2 and calls at a property with existing BT fibre broadband which we moved into on 14/08. On 18/08 BT sent us an email confirming the order and informing our landline number. The installation date was 2 September but until today it has not been installed. We texted BT help earlier this week and they said the landline had not been activated by Openreach and we needed to wait for that. Nothing has happened in the meantime. The information in our BT online account says they have received our complaint but have not started working on the problem. We have not been able to contact Openreach and wonder who may be able to help. Any suggestions?

Broadband installation overdue, landline not activated by Openreach

Lola3 — Thu, 10 Sep 2020 10:13:20 GMT

Re: Broadband installation overdue, landline not activated by Openreach

imjolly — Thu, 10 Sep 2020 10:55:15 GMT

as your landline is not working can you enter your address and post results remember delete address before posting

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Broadband installation overdue, landline not activated by Openreach

Lola3 — Thu, 10 Sep 2020 12:36:34 GMT

Many thanks for your reply!

The search result says:

"Featured Products WBC FTTP

Downstream Line Rate(Mbps) Up to 1000

Upstream Line Rate (Mbps) Up to 220

Downstream Range (Mbps) --

Availability Date Available

Install Process KCI2 Assure

Other Offerings VDSL Multicast

Our records show the following FTTP network service information for these premises:-Multi Dwelling Unit Residential UG Feed with no anticipated issues.

ONT exists with no active service. A spare port is available. Network is at capacity so a new ONT cannot be ordered.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

Thank you for your interest"

Re: Broadband installation overdue, landline not activated by Openreach

pippincp — Thu, 10 Sep 2020 14:17:41 GMT

You need to ring the FTTP team to find out what's happening. 0800 587 4787

Re: Broadband installation overdue, landline not activated by Openreach

Lola3 — Thu, 10 Sep 2020 14:47:45 GMT

Will do. Many thanks!