This topic

Late activation

PiotrP — Thu, 21 Oct 2021 17:21:34 GMT

Recently I ordered broadband from Bt (4 times actually, 3 were cancelled). Activation date was set for 7th of October. Unfortunately that not happened, later was calls etc, I was told that I will get update on 15th of October, but that not happen either. So I'm waiting patiently for any news, but I would like to check if I'm correct that I will get compensation from 7th? And also my contract starts on 7th or the actual activation date?

Re: Late activation

PaddyB — Fri, 22 Oct 2021 08:55:28 GMT

Hi @PiotrP,

Thank you for posting and welcome to the Community. I'm sorry if your order has been delayed.

Have you been given any reasons why the orders have been canceled?

Your contract start date is the date that your service goes live and not the date that it was ordered.

Any compensation due will be done in line with - Automatic Compensation

Thanks,

Paddy

Re: Late activation

PiotrP — Fri, 22 Oct 2021 12:46:29 GMT

Hi PaddyB

Thank you for your reply.

Unfortunately, it looks that Bt don't know what problem is, they keep saying that that have something to do with Openreach.

On my account I can see yellow warning with "sorry for delay" and "Contract terms Broadband package - 24 months from 07 Oct 2021", so I think contract starts on that day?

Re: Late activation

PaddyB — Fri, 22 Oct 2021 13:25:44 GMT

Hi @PiotrP,

Thank you for posting back. If you send me your details, I can take a look at your order.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: Late activation

PiotrP — Sat, 23 Oct 2021 16:15:56 GMT

Well. That doesn't go well. Today I had miss call from Bt, and when I check later I found out that my order was cancelled because I have asked for it, no I don't.

I can see on my account new order placed today but I can't even check what is it, because reference number is the same as that older one, and when I go to the orders page, I can't see order placed on 23rd.

I think it is time to check other providers.

Re: Late activation

Keith_Beddoe — Sat, 23 Oct 2021 16:33:58 GMT

@PiotrP

Did you reply to @PaddyB

Re: Late activation

PiotrP — Sat, 23 Oct 2021 16:46:48 GMT

Yes, probably thats why they called.

Re: Late activation

VeteranISPUser — Sat, 23 Oct 2021 17:12:02 GMT

Hi @PiotrP

If the problem is with Openreach then you will run into the same problem with other providers using the Openreach network.

Re: Late activation

PiotrP — Sat, 23 Oct 2021 17:28:06 GMT

Yep, that's true, but maybe at least I will be better informed. There is a lot of wrong going with the bt. For example they received from me 4 returns bag, and for now they confirm only one return.

Re: Late activation

RobbieMac — Sat, 23 Oct 2021 17:55:26 GMT

Hi @PiotrP

Thank you for posting back.

I was the one who called earlier, I'm sorry I couldn't reach you. Having had a look at everything I believe the best (and fastest) way forward with this is to get your line working first of all and then add the broadband. It's clear that you haven't had a great experience up to this point and I would really like to change this moving forward.

I'm working on getting your line and broadband services connected at the earliest possible time. Due to the delay, you are entitled to compensation. This process is automatic under normal circumstances however I'll need to manually sort that out for you. I'll do that at the end, my sole focus at the moment is to sort out the service issues.

I had intended to call you again tomorrow. Does tomorrow afternoon suit you for me to call you? I can set the call back for the start of next week if that works better for you. Let me know please.

Thanks,

Robbie

Re: Late activation

PiotrP — Sat, 23 Oct 2021 18:12:41 GMT

Hi @RobbieMac

Thank you for post. I'm sorry, I was driving and wasn't able to answer on your call.

I'm working tomorrow, but I should be able take the call, the best time will be 1pm,as I'm on break then.

Thanks

Piotr

Re: Late activation

RobbieMac — Sat, 23 Oct 2021 18:16:50 GMT

@PiotrP wrote:

Hi @RobbieMac

Thank you for post. I'm sorry, I was driving and wasn't able to answer on your call.

I'm working tomorrow, but I should be able take the call, the best time will be 1pm,as I'm on break then.

Thanks

Piotr

No problem @PiotrP

I'll call as close to 1pm as possible tomorrow afternoon.

All the best,

Robbie

Re: Late activation

Sensei — Fri, 05 Nov 2021 19:32:56 GMT

@PiotrP I hope the issue has been sorted. Just in case you are not aware, BT will have to pay you automatic compensation for the delay in activation. It is a £ 5.04 per each day of delay, from the initial date you have been told services would be activated, until the day before the activation actually occurred. The total value should be added as a credit to your BT account to offset your bill. Although, you also have the option to request the credit value to be refunded to your bank account.

Re: Late activation

PiotrP — Fri, 05 Nov 2021 20:19:40 GMT

@SenseiEverything is going in good direction. Activation date is se on 8th so hopefully everything will be ok this time. Compensation will have to be manually because of all problems at the beginning.

Re: Late activation

Sensei — Fri, 05 Nov 2021 20:28:16 GMT

@PiotrP Once activation occurs (if on the 8th) please make sure you mention the automatic compensation and if you want ask for the credit on your account (once processed - within 15 days) to be refunded to your bank account. Good luck!

Re: Late activation

RobbieMac — Tue, 09 Nov 2021 10:26:45 GMT

Hi @PiotrP

Thank you for taking the time to chat with me again this morning.

I am really pleased that your services are up and running now. Everything that we discussed on the call have been applied too.

As agreed, I'll go ahead and close this off from here. If you need help or have any questions in future feel free to post back as you're more than welcome 😀

All the best,

Robbie

Re: Late activation

PiotrP — Tue, 09 Nov 2021 11:02:39 GMT

@RobbieMacThank you again for you help and kindness. I can confirm that all ends well, and my broadband is up as promised. I'm happy customer now🙂

All the best

Piotr