This topic

We're sorry your broadband isn't working yet

Spoodermon — Sat, 05 Nov 2022 09:27:18 GMT

My activation date was yesterday and my router is still flashing orange. The order tracker has all sections complete but there's an alert that says

We're sorry your broadband isn't working yet

The previous owner had bt broadband so I thought the connection process would be straight foward. I carried out the checker and it shows both range A and B VDSL as available.

What normally happens now? My mobile data isn't going to last much longer as I provisioned for their suggested activation date (04/11).

Thanks

Re: We're sorry your broadband isn't working yet

Keith_Beddoe — Sat, 05 Nov 2022 09:12:03 GMT

@Spoodermon

The delay may be cause by a pending cease on the previous owner`s connection. That has to be fully ceased before your service can be activated. How long ago did you move in?

Re: We're sorry your broadband isn't working yet

Spoodermon — Sat, 05 Nov 2022 09:39:43 GMT

@Keith_Beddoe

Thanks for the reply, the previous owner moved his broadband to his new address on 27/10.

Re: We're sorry your broadband isn't working yet

Keith_Beddoe — Sat, 05 Nov 2022 10:02:10 GMT

Assuming they asked for their line to be ceased, then it could be 10 days after that date, before all cease tasks have been completed.

If you had asked to take over the line, then that normally happens on the day you told BT you were moving in. I assume you did a BT Home move?

Re: We're sorry your broadband isn't working yet

Spoodermon — Sat, 05 Nov 2022 10:13:46 GMT

I joined BT as a new customer, whilst going through the order process it did prompt me about taking over the existing line, which I agreed to do.

Re: We're sorry your broadband isn't working yet

iniltous — Sat, 05 Nov 2022 10:25:11 GMT

Are you connected to the same socket the previous occupant used ?, if there is more than one socket to chose from , use the Openreach ‘master’ socket , if only one socket then presumably something has gone wrong or not happened yet.
Are you getting a phone service ( not DV ) , if you are , is there a dial-tone at the socket , even if you are getting DV or no phone service it’s worth connecting a landline phone to see if there is any dial-tone , which would prove a connection back to the exchange, although a lack of dial-tone doesn’t mean there is ‘fault’, often , the ‘message’ says your service should be working and to call if it isn’t , as it’s already been noticed that your service isn’t working , they may already have invoked the ‘early life failure’ process, but it cannot hurt to contact BT to find out what’s happening

Re: We're sorry your broadband isn't working yet

Spoodermon — Sat, 05 Nov 2022 10:24:37 GMT

I am connected to the same socket previously used, I'll try and get a phone to plug into the socket to test for dial tone.

Re: We're sorry your broadband isn't working yet

Keith_Beddoe — Sat, 05 Nov 2022 10:34:25 GMT

I joined BT as a new customer, whilst going through the order process it did prompt me about taking over the existing line, which I agreed to do.

Its possible that the previous owner blocked the takeover, after they receive notification, as some people do not understand what it means.