This topic

No Internet for almost a month. How to escalate an issue?

alan325e90 — Tue, 11 Apr 2023 15:16:19 GMT

I am having a terrible experience for my home broadband relocation service. The relocation was supposed to be done on 17th March. It has been more than 3 weeks now, and the broadband service at my new home is still not ready. There were 4 engineers home visit but on one fixed the problem and they said there was nothing wrong with the devices and cables at my new home. I tried to call the BT hotline many times requesting to escalate my case but it didn't happen. There still no one manage to fix the problem, nor no one has any ideas how to fix it. Every time they asked me to wait for 2 - 5 days and nothing was happening.

Re: No Internet for almost a month. How to escalate an issue?

imjolly — Tue, 11 Apr 2023 15:19:08 GMT

what BT Broadband package are you getting at your new home? is it a new build ?

Re: No Internet for almost a month. How to escalate an issue?

Keith_Beddoe — Tue, 11 Apr 2023 15:21:23 GMT

@alan325e90

Welcome to this user forum for BT Retail phone and broadband customers.

Have BT given you a date when your new broadband package should be active?

Re: No Internet for almost a month. How to escalate an issue?

alan325e90 — Tue, 11 Apr 2023 15:21:47 GMT

Full Fibre 100. It is a new build house.

Re: No Internet for almost a month. How to escalate an issue?

imjolly — Tue, 11 Apr 2023 15:24:08 GMT

if new build then do you have an ONT fitted and what colour are lights

Re: No Internet for almost a month. How to escalate an issue?

alan325e90 — Tue, 11 Apr 2023 15:25:50 GMT

Initially, they said it will be activated on 17 March. However, the activation was failed due to an incorrect address. They re-raised the order with a correct address and the revised activation date was on 31 March.

Re: No Internet for almost a month. How to escalate an issue?

DavidM — Tue, 11 Apr 2023 15:26:47 GMT

Hi @alan325e90 and welcome to our community.

Sorry for the delay getting you connected. Can you just confirm what lights are on the ONT as per @imjolly post.

Cheers

David

Re: No Internet for almost a month. How to escalate an issue?

alan325e90 — Tue, 11 Apr 2023 15:27:49 GMT

Power: Steady green

LOS: Off

PON: Flashing green

LAN: Steady green

Re: No Internet for almost a month. How to escalate an issue?

imjolly — Tue, 11 Apr 2023 15:35:52 GMT

have you tried phoning FTTP TEAM to see if they can help making sure you have the ONT serial number to hand 08005874787 if you get diverted to CS then hang up and try bit later

Re: No Internet for almost a month. How to escalate an issue?

alan325e90 — Tue, 11 Apr 2023 15:42:45 GMT

There was an Openreach engineer came to my home and confirmed the serial number has been registered.

However, I can try to call them to confirm.

Re: No Internet for almost a month. How to escalate an issue?

DavidM — Tue, 11 Apr 2023 15:44:37 GMT

Hi @alan325e90 and thanks for confirming that.

Your best bet would be to contact the FTTP guys on 08005874787 (thanks @imjolly). This might be an ONT mismatch but if you can provide the serial number they'll be able to cross reference. Let us know how you get on.

Cheers

David

Re: No Internet for almost a month. How to escalate an issue?

alan325e90 — Wed, 12 Apr 2023 08:09:31 GMT

I called FTTP and they have confirmed the ONT serial number is matched.

Re: No Internet for almost a month. How to escalate an issue?

DavidM — Wed, 12 Apr 2023 08:12:50 GMT

Thanks for confirming that @alan325e90 .

Were they able to advise what the issue might be? Did they run any tests etc?

Cheers

David

Re: No Internet for almost a month. How to escalate an issue?

alan325e90 — Wed, 12 Apr 2023 08:29:36 GMT

They said my line is still not activated. Need to pass to another team in BT to follow-up the activation which will take another 5 working days. But it is the third or fourth time I was told to wait 5 working days.

Re: No Internet for almost a month. How to escalate an issue?

DavidM — Wed, 12 Apr 2023 08:39:19 GMT

Thanks for the reply @alan325e90 .

I'm sorry there's been continued delays with the order. I can try and find out what's happening if you like. Check your inbox for my message and drop me a reply with the details.

Cheers

David

Re: No Internet for almost a month. How to escalate an issue?

alan325e90 — Wed, 12 Apr 2023 08:48:07 GMT

@DavidM Thank you so much for your help.