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No Broadband Connection (7 days after activation)

Dhickmeister — Tue, 05 Jul 2022 08:39:21 GMT

I recently moved into a new house and ordered a BT Broadband package for my Internet usage as I work from home. My HUB was set up long before my activation date (29th June) yet I still have no Internet connection.

I reported a fault on the day of activation and it remains open, still unfixed. I continuously get emails and texts letting me know 'it's up and running' and to get in contact if there are any more issues. Everytime I get in contact with support, they assure me my issue will be fixed with the 'highest priority' yet nothing has changed. I have asked multiple times for an engineer to come out and investigate if there are any issues with any interior wiring, yet I'm never given a clear response whether one will come.

I don't understand where the problem lies. All my HUB wiring is correctly fitted, I have reset it multiple times yet I still can't get a connection. This is becoming very stressful for me and I'm unable to work whilst it remains like this. Any thoughts or guidance?

Re: No Broadband Connection (7 days after activation)

imjolly — Tue, 05 Jul 2022 11:12:37 GMT

are you trying to get FTTP (fibre to your home) or FTTC ( still using master socket) when you connect hub what colour is light

Re: No Broadband Connection (7 days after activation)

Dhickmeister — Tue, 05 Jul 2022 17:17:20 GMT

Hi, I believe it's FTTC as I have the grey broadband lead plugged from my router to my dual master socket. It blinks orange when it's on and has done so for the last 7 days.

Re: No Broadband Connection (7 days after activation)

imjolly — Tue, 05 Jul 2022 18:36:47 GMT

If FTTC and using master socket have you checked that you have a dial tone

Re: No Broadband Connection (7 days after activation)

Dhickmeister — Tue, 05 Jul 2022 18:54:44 GMT

We don't use a landline so we just went for a broadband only package. Can't check the landline unfortunately

Re: No Broadband Connection (7 days after activation)

Quesada — Mon, 25 Aug 2025 09:14:04 GMT

Is this issue resolved. If not, rattle of an e-mail to the CEO, ******* (no spaces) and it will be forwarded to the executive complaints department.

[MOD EDIT - removed email address]

Re: No Broadband Connection (7 days after activation)

imjolly — Mon, 25 Aug 2025 09:02:51 GMT

you need to remove the email address as not permitted to post on forum. you did this before and it was removed by mods

Re: No Broadband Connection (7 days after activation)

licquorice — Mon, 25 Aug 2025 09:31:25 GMT

@Quesada you are replying to a 3 year old thread!