This topic

Broadband installation

Stephen2g — Tue, 22 Aug 2023 10:45:29 GMT

Hi,

We had an engineer out this morning and he was unable to complete the job, as the signal was sent to the incorrect box, and he would have to wait until openreach sent the signal to the correct box to set up broadband, is there a timescale for this as we are left without and broadband and it’s greatly neeeded?

thanks

Re: Broadband installation

Keith_Beddoe — Tue, 22 Aug 2023 10:52:27 GMT

@Stephen2g

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

What date has BT Retail given for your service to be activated?

Re: Broadband installation

Stephen2g — Tue, 22 Aug 2023 10:55:07 GMT

We were supposed to go live today, installation was the final step

Re: Broadband installation

Keith_Beddoe — Tue, 22 Aug 2023 11:10:44 GMT

You should be paid automatic compensation once your service is working.

https://www.bt.com/help/account-and-billing/automatic-compensation

If we don’t activate landline or broadband on the day we promised(including when switching from another provider), you’ll receive £5.83 compensation automatically
Plus you’ll receive another £5.83 for every extra day you have to wait, not including the day your service is activated
You are eligible for compensation if your service isn’t activated by one minute to midnight on the activation date we sent by email or post."

Re: Broadband installation

Stephen2g — Tue, 22 Aug 2023 11:15:06 GMT

Not overly bothered about the money, just need a timeframe on when they can sort this out?

Re: Broadband installation

RobbieMac — Tue, 22 Aug 2023 11:45:54 GMT

Welcome to the community and thanks for your posts @Stephen2g

Sorry for the problems with your broadband install. Give my colleagues a call in the helpdesk on 0330 1234 150. One of the guides will be able to let you know what's happening and what the next steps are to get you connected.

Feel free to post back and let me know how you get on chatting with them 🙂

Thanks,

Robbie