This topic

Home move please help

Cathyx123 — Fri, 02 Sep 2022 09:56:14 GMT

Hi, I’ve recently transferred my broadband over for a new house move.
BT cut my original internet off on the next day - even though I had selected next week for this to happen.

Apparently this is irreversible now that the new order is being processed for the new house- so I’m waiting desperately for the new house to be connected (but just purple lights showing no internet).

The timeline shows broadband activated - but message at top says engineers need to do some checks and will get back to me.
I work from home, I’ve got kids starting school next week who need to assignments, please can somebody help/ offer guidance

NB) I have rang daily now but no updates.

My package is Fibre1 & I’ve been customer for many years.
Thanks for any help you can give me ?

Re: Home move please help

Cathyx123 — Fri, 02 Sep 2022 10:01:06 GMT

@RobbieMac please can you help?

Re: Home move please help

imjolly — Fri, 02 Sep 2022 10:41:31 GMT

do you have a dial tone on your landline phone

have you tried a factory reset of the hub by pressing the recessed button on back and holding till hub lights flash?

Re: Home move please help

RobbieMac — Fri, 02 Sep 2022 14:52:01 GMT

Hi @Cathyx123

Welcome and thanks for the mention!

I am sorry for the delay connecting your services at your old address and that your existing services went off early. I appreciate the amount of time you have spent on the phone trying to get this sorted.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Home move please help

Cathyx123 — Sat, 03 Sep 2022 11:48:35 GMT

Hiya thanks for help … yes the phone line is live and working.

I suppose it’s he previous owners still active because my BT smarthub still purple lights - so no internet ☹️