This topic

BT have cut off my internet at new address.

Ch84 — Mon, 25 Dec 2023 16:36:25 GMT

Internet has been cancelled at my new address, it was only installed on the 8th but has been cut off on Xmas eve. Thought it was an outage and I tried all the trouble shooting for hours until I looked at the most recent email which states:

We're stopping some services linked to the following address:

Old address

We're sorry you're stopping your services, but thanks for letting us know.

We'll stop your: broadband 25th December

I certainly didn't approve this and can't think why it's happened. My bill is paid monthly around the 12th. Obviously I am very upset being without internet over Christmas and would really like to know how this has happened without any confirmation from myself. I did see the email and assumed it was the old address being disconnected.

Re: BT have cut off my internet at new address.

Keith_Beddoe — Mon, 25 Dec 2023 16:44:36 GMT

@Ch84

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

The only BT Employees are the forum moderators who may reply here.

Re: BT have cut off my internet at new address.

Ch84 — Mon, 25 Dec 2023 16:45:00 GMT

Ok, thanks. Any suggestions?

Re: BT have cut off my internet at new address.

Keith_Beddoe — Mon, 25 Dec 2023 16:58:00 GMT

Not really, I assume your old address is totally different than your new address?

I assume you have not received anything which indicated that someone was trying to takeover your connection at your new address?

Are you sure its not simply a fault? Its odd that a cease activity would happen today.

Re: BT have cut off my internet at new address.

Ch84 — Mon, 25 Dec 2023 17:04:10 GMT

Yes, completely new address and I'm the only person in the property. No other emails besides bills from BT. The internet went from fibre to ADSL in the new property. I've changed my details to the new place too, no new neighbours that might have got addresses confused. I'm stumped at how this has happened. I'm guessing the helpline reopens on the 27th but can't find anything online. I even had this response from the BT bot:

Hi, it's the BT Diagnostics bot here.

Your connection has now been refreshed and should reconnect within five minutes. See if that has fixed the problem.

If you are still experiencing issues, it is likely caused by the equipment in your home (your hub and Wi-Fi).

I really appreciate the response, especially on Xmas day.

Re: BT have cut off my internet at new address.

Keith_Beddoe — Mon, 25 Dec 2023 17:10:10 GMT

Its very unlikely you are on ADSL, unless the FTTC cabinet is full.

What speed did you get when it was working at your new address?

You would not get it fixed today, as you are only a residential customer. Only business Total Care would get assistance today.

Re: BT have cut off my internet at new address.

Ch84 — Mon, 25 Dec 2023 17:13:12 GMT

I can't quite remember but between 30 and 40mb, it's a small village and fibre hasn't been installed here yet, it has only reached the town 5 miles away with certain providers. My connection has the old BT line with the ADSL filter connected to the hub.

Re: BT have cut off my internet at new address.

Keith_Beddoe — Mon, 25 Dec 2023 17:18:30 GMT

You do not have ADSL, you have FTTC (Fibre To The Cabinet), and copper from the cabinet to your house. Called "Fibre 1".

ADSL comes from the exchange and is only up to about 19Mbs. Its only provided if nothing else is available.

Re: BT have cut off my internet at new address.

Ch84 — Mon, 25 Dec 2023 17:20:22 GMT

I appreciate the info but it really has no bearing on my actual issue.

Re: BT have cut off my internet at new address.

Keith_Beddoe — Mon, 25 Dec 2023 17:22:15 GMT

Have you logged into MyBT to see if anything is showing on your account?

Re: BT have cut off my internet at new address.

iniltous — Mon, 25 Dec 2023 18:12:01 GMT

As the email mentioned the old address it’s not likely that it has anything to do with your service being stopped at the new address, it’s only the date that’s coincidental.

How did the service at the new address get provided ( even though it only worked for a short time ) , was it a takeover of the previous occupants service , so no visit , you were simply advised to plug the equipment into an existing socket , or was it a ‘proper’ install , so engineer visit on the appointment date ?

If it were a takeover , then it’s possible that the service you have been using for the last few days was actually the previous occupants service, and in the same way your old service ( for your old address ) was programmed to end 24th , the previous occupants of this new address, their service may have also been programmed to end on the same day ….obviously it’s of no consolation though , as your new service was still were not correctly provided .

If it were a full installation, or you were bringing the phone number with you from the old address and the phone number worked for the few days you had service , then it’s not going to be the previous occupants service you were using , but the service going off may still have nothing to do with the email .

Re: BT have cut off my internet at new address.

Ch84 — Mon, 25 Dec 2023 18:20:27 GMT

I had an engineer come on the 8th, he came and setup inside then he went up the pole behind the house and to a box further away, my phone still hasn't been connected and is showing the old number on the BT app, it's a different area code here and the phone doesn't work plugged into the hub, I was hoping for some information from BT but nothing at all. The new place has been empty for months as the previous tenant died. My ex is at the old address and has EE broadband now. I can't work this out at all.

Thank you for your reply and Merry Christmas.

Re: BT have cut off my internet at new address.

-Richie- — Mon, 25 Dec 2023 18:33:59 GMT

@Ch84 when you moved into your new address, did BT send you an email to confirm your services are now live and ready to use?

The other explanation is the provision on the 8th was never marked as completed, it happens when KCI3 isn't received, the order times out and the active service ends.

Re: BT have cut off my internet at new address.

Ch84 — Mon, 25 Dec 2023 18:50:20 GMT

No, but I got this email later that day after being connected:

Hello, BT here. We've sent your order for a survey to understand what work is needed to connect you. You don't need to do anything and we'll be in touch with an update once this has been completed. You can track your order at bt.com/mybtordertracking. Please have your reference number to hand.

Then no follow up.

Re: BT have cut off my internet at new address.

Keith_Beddoe — Mon, 25 Dec 2023 18:52:42 GMT

It sounds like you were using an existing connection, and your service has not yet been activated.

Re: BT have cut off my internet at new address.

Ch84 — Mon, 25 Dec 2023 18:54:39 GMT

The engineer tested the line and said sometimes it's as simple as plugging in the hub, there was no connection.

Re: BT have cut off my internet at new address.

-Richie- — Mon, 25 Dec 2023 19:02:38 GMT

@Ch84wrote:
No, but I got this email later that day after being connected:
Hello, BT here. We've sent your order for a survey to understand what work is needed to connect you. You don't need to do anything and we'll be in touch with an update once this has been completed. You can track your order at bt.com/mybtordertracking. Please have your reference number to hand.
Then no follow up.

Which does seem to confirm my thoughts on the reason your service ended, it's possible you were using your connection rather than the previous occupant, then because either Openreach never passed KCI3 to BTWholesale or BTWholesale never passed it to BT, the order timed out and the connection ceased.

Ring BT tomorrow morning, speak with the connections/early life team, they can see if your order was marked completed with suppliers, chances are it will need another order to provide your service correctly, with luck hopefully a supplier will confess to the error and offer an expedite, either way the only team you need are the connections/early life team.

Re: BT have cut off my internet at new address.

Ch84 — Mon, 25 Dec 2023 19:08:06 GMT

That makes sense. Thank you for taking the time to work out and explain it. You've really put my mind at ease, I thought I had done something myself without realising it. Merry Christmas and hope you have a wonderful night.

Re: BT have cut off my internet at new address.

DanielS — Tue, 26 Dec 2023 12:16:42 GMT

Hi @Ch84,

I am sorry for all of the problems that you've had with your connection.

Did you call in and speak with us today? Is anyone helping you?

Thank you

DanielS

Re: BT have cut off my internet at new address.

Ch84 — Tue, 26 Dec 2023 12:17:50 GMT

Hi Daniel, the helpline is closed till tomorrow.