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By broadband activation

tonahkai — Sat, 09 Dec 2023 07:18:45 GMT

An engineer came to fit out broadband yesterday. He said normally he wouldn’t leave without it working but they won’t activate it until he’s closed the job and he’s never had that before. He called an hour later to say it is activated now and shows on his test that it is working, my router has been orange since yesterday morning. I saw I should leave it until midnight but it is now the next day and still orange. I have had a text saying it is activated and have been given a date for billing yet still no WiFi. Been in this house since August now trying to get WiFi and I am fuming.

Re: BT broadband activation

Keith_Beddoe — Sat, 09 Dec 2023 07:32:19 GMT

@tonahkai

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

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

The only BT Employees are the forum moderators.

You need to report it to BT, as Openreach always keep a task open just for cases like yours, which are classed as Early Life Failures.

Provided you tell BT today, Openreach can assign that task for a visit within two working days, otherwise it will be closed and it will be assumed that your service is working.

You must check to make sure you have connected up correctly, especially if Openreach have said its working.

Re: BT broadband activation

Keith_Beddoe — Sat, 09 Dec 2023 07:40:05 GMT

@tonahkai

There are a few checks you can make yourself.

What type of broadband connection do you have, a direct fibre optical connection, or does your BT Smart Hub 2 just plug into a phone socket on the wall?

If its optical, then there will be an extra unit with lights on it. What lights are lit?

Re: By broadband activation

36ULW — Sat, 09 Dec 2023 07:57:22 GMT

That’s this KCI2 Assure or whatever it’s called.

I remember BT trialing it before I left as a CSE.

Of course we were never told about it, I had to figure it out for myself on the job and clearly they still aren’t telling Openreach Engineers about it.

It’s a pain for them because if the KCI thing fails it gets reported as fault, aka Early Life Failure, which they penalise then Engineer for.

Re: BT broadband activation

tonahkai — Sat, 09 Dec 2023 07:58:58 GMT

Thank you, I didn't set it up, the Openreach engineer did. I will have to call them yet again then I guess.

Thanks

Re: BT broadband activation

tonahkai — Sat, 09 Dec 2023 08:00:53 GMT

It just plugs into a socket on the wall. I have turned it off and on, restarted etc.

Thank you

Re: BT broadband activation

Keith_Beddoe — Sat, 09 Dec 2023 08:08:08 GMT

So its not an optical fibre connection, and you just have the BT Smart Hub 2, and nothing else?

Re: BT broadband activation

tonahkai — Sat, 09 Dec 2023 08:39:18 GMT

Yeah, it's a double master socket, everything seems to be plugged into the right places. I just have the BT Hub Smart 2 and nothing else.

Re: BT broadband activation

Keith_Beddoe — Sat, 09 Dec 2023 08:44:56 GMT

Then the Openreach Field Technician should not have closed the job if it was not working when they left.

This should be dealt with as an Early Life Failure. I cannot see how BT could have said it was active.

Ring BT now as ask them to sort it out.

Re: BT broadband activation

licquorice — Sat, 09 Dec 2023 08:44:01 GMT

If it's orange rather than purple, the service hasn't been activated correctly. A physical connection problem would give a purple light.

Re: BT broadband activation

tonahkai — Sat, 09 Dec 2023 09:04:05 GMT

He claimed it was a "new thing" that he's never seen before and he was told when he phoned whoever that they do not activate it anymore until he closes the job. I have called BT and it tells me to put the phone down and respond to the text they sent saying "FAULT" which then prompts them to "run tests" which the engineer already told me come back fine so I can see my about to be going around in circles without getting to speak to somebody.

Thanks for your help!

Re: BT broadband activation

Keith_Beddoe — Sat, 09 Dec 2023 09:10:47 GMT

As @licquorice has said, its likely to be an activation issue, so reply to the text as requested, and the automatic tests should show a failed activation, and that should be dealt with by BT.

If it come back as fine, then there have to be an error somewhere, as its seeing a different customer, and not you.

Why did it take so long for your service to be provided, were there no free ports in the cabinet?

Re: BT broadband activation

tonahkai — Sat, 09 Dec 2023 09:15:34 GMT

Thank you,

The length of time was really down to Openreach rather than BT. I tried two other times to order broadband through a different provider and no one would turn up on the days I booked off work. When I would call to find out why they would say Openreach cancelled my orders and they can't tell me/don't know why.

I tried BT as online I discovered they had an obligation to ensure any problems were fixed and for some reason Open reach didn't cancel my order this time.

Re: BT broadband activation

Keith_Beddoe — Sat, 09 Dec 2023 09:23:23 GMT

I think you should get a text reply to tell you the results of the test.

If you do want to speak to a real person at BT, then just ignore all of the menu options, and you should end up with someone answering the call.

BT pay automatic compensation if activation does not take place.

Re: BT broadband activation

tonahkai — Sat, 09 Dec 2023 09:28:36 GMT

My text has come back to say they will send an engineer next week, which is like 2 days before my first bill which is really annoying because I can see me paying without connection.

I've had the activation text and everything to say it has been activated, just no connection. I've also had a notification to say they have taken away my option to leave early without penalty as they couldn't get a broadband speed through the tests.

I'll guess I'll have to wait until next week to see what happens but I'll be refusing to pay when it doesn't work, if I can speak to somebody that is, as the lien with the options just goes dead when I stay on as I have tried that already.

THANK YOU ALL x

Re: BT broadband activation

Keith_Beddoe — Sat, 09 Dec 2023 09:37:37 GMT

There must be an error somewhere, perhaps incorrect data, or the wrong port. It does occasionally happen.

You will be paid compensation once its all working. This will show as a credit to your next bill after your first one.

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

Please keep this thread updated, as it may need assistance from a moderator, if the issue is not resolved.

Re: BT broadband activation

tonahkai — Sat, 09 Dec 2023 09:42:47 GMT

Thank you for your help 🙂

Re: BT broadband activation

36ULW — Sat, 09 Dec 2023 13:19:11 GMT

No, it’s a new thing BT/EE are doing and others like Plusnet, TALKTALK have been doing it for years.

Openreach are basically told to prove the lines good with the quoted Sync Speeds and then close off the job.

So sounds like the Openreach Engineers done exactly what’s expected of him.

You used to work on tools back in the old, old days didn’t you? Things change mate, not necessarily for the better.

Re: BT broadband activation

tonahkai — Sat, 09 Dec 2023 13:23:43 GMT

They've now decided that they visited BEFORE my engineer appointments and looked at the streets outside box and there's a problem with my "cluster of wires". They're coming next week to apparently fix that, although they told me they knew about it before my engineer came, which is helpful.

Thanks guys

Re: BT broadband activation

Keith_Beddoe — Sat, 09 Dec 2023 13:57:45 GMT

Not so easy now, with no dial tones to identify pairs.