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No phone or internet after new install on Thursday

PanMan25 — Sat, 02 Sep 2023 16:09:13 GMT

Hi All,

I went for a full fibre with digital voice package from BT, leaving my old copper ADSL connection last Thursday. The modem connected immediately, but the hub light stayed orange. The installer said this was strange, and called Openreach. They said it might take a while for BT to close off the job, and that I should have connection that evening. I was told that data was going upstream to BT, but nothing was coming back. There was no connection Friday morning, so I contacted BT at 8am, to be told it was an issue with Openreach and it should be sorted by 7pm. There was no connection at 7pm, and when I contacted them again, they said it would be there by midnight. As there was still no connection this morning, I contacted BT again, who said it was an issue with BT Wholesale and that it should be sorted by 4pm today.

Unfortunately, I still have no internet or phone, and my mobile data is taking a hammering. I understand they may be busy, and that I have to wait my turn, but I’m struggling to believe what I am being told as one is blaming the other. My wife had a kidney transplant 7 months ago, and needs a further transplant which she was listed for last Monday – after I had put in the order for full fibre. At the time of the order, I said how important is was to keep the same landline number, and that was noted. I have explained to each of the BT call people that I at least need my phone, in case a donor comes up, and the hospital choose a different recipient as we don’t answer. According to the BT person this morning, our case was put to the welfare team, and as they close at 4pm today, it should be sorted by then. The hub is orange, and I have reset the little modem on the wall where the fibre has been connected, and the hub. Is there anything else I can do? I concerned that the longer we are without our old phone number, the less chance we have of getting the same one back under digital voice, and of course of missing out on an important phone call.

Re: No phone or internet after new install on Thursday

Keith_Beddoe — Sat, 02 Sep 2023 16:11:39 GMT

@PanMan25

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

What date has BT promised to activate your broadband service?

Re: No phone or internet after new install on Thursday

PanMan25 — Sat, 02 Sep 2023 16:14:03 GMT

I was told it would be activated on the day on install, Thursday 31st August

Re: No phone or internet after new install on Thursday

Keith_Beddoe — Sat, 02 Sep 2023 16:45:40 GMT

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling the FTTP helpdesk on 0800 587 4787 to see if they can provide an update for you.

Re: No phone or internet after new install on Thursday

imjolly — Sat, 02 Sep 2023 16:49:26 GMT

What colour are light on ONT modem

Try phoning FTTP TEAM 08005874787 and have serial number of ONT handy

Re: No phone or internet after new install on Thursday

PanMan25 — Sat, 02 Sep 2023 16:52:57 GMT

On the ONT modem, I have Power: Green, LOS: Unlit, PON: Green, LAN: Green. All are solid green, apart from the LAN, which occasionally flickers.

Re: No phone or internet after new install on Thursday

NeilO — Sat, 02 Sep 2023 17:47:51 GMT

Hi @PanMan25 I'm so sorry your fibre broadband has not been activated as planned. I'll send you a private message so you can get in touch with the moderation team and we'll be happy to help as I appreciate the need to get your landline number back up and running asap.

Thanks

Neil