This topic

Moving house no broadband

Cpanteli — Tue, 06 Feb 2024 13:05:00 GMT

Hi I informed BT (9th) was moving house on 26th Jan, the WiFi was disconnected at the old property that morning but it’s 6th Feb and I am still not connected at my new address

many conversations with call advisors have not resolved this, I was told last Wednesday that it is an unusual IT problem where my connection is stuck between two IT systems. I was reassured that now BT understood the problem it would definitely be connected by today 6th

sadly no WiFi today and no call back yesterday as promised. I have been given an EE mini hub but that won’t support 2 of us working from home. Need to work tomorrow and it’s past a joke

Hoe do I escalate this matter above the call handlers, they are pleasant but so far, ineffectual?

thanks

Re: Moving house no broadband

Keith_Beddoe — Tue, 06 Feb 2024 13:07:14 GMT

@Cpanteli

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

The only BT Employees are the forum moderators. They may offer to help on this thread.

Re: Moving house no broadband

Keith_Beddoe — Tue, 06 Feb 2024 13:37:00 GMT

@Cpanteli

While you are waiting for a reply, its possible a forum member can see if there is a potential issue.

What broadband package did you order for your new property, and was it just broadband only, or did you ask for a phone service which would be delivered by BT Digital Voice?

Is it a new build property you have moved into, as they are normally full fibre only?

Use the address checker for your address, on the link below, and post the results, but edit out your address details first, as this is a public forum.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Moving house no broadband

Cpanteli — Tue, 06 Feb 2024 13:52:29 GMT

Thanks, appreciate your response. It’s not a new build house and it’s just a broadband package, no phone . I have moved from full fibre supply to traditional copper but I was told by BT this should not make a difference to supply except broadband speeds

Re: Moving house no broadband

Keith_Beddoe — Tue, 06 Feb 2024 14:04:15 GMT

@Cpanteli

There may be an issue if there is no spare capacity in the local cabinet. Posting the results from the address checker, should indicate that, as it will show "waiting list" or "unavailable" against the top rows of the VDSL results.

Re: Moving house no broadband

NeilO — Tue, 06 Feb 2024 15:22:51 GMT

Hi, @Cpanteli I'm really sorry about the delay connecting the broadband to your new home. I'll send you a private message so you can get in touch with the moderation team and we'll be happy to find out whats happening.

Thanks

Neil

Re: Moving house no broadband

chrisjp — Tue, 06 Feb 2024 15:45:58 GMT

Just a small point (and I know this doesn't help restore your service) - the WiFi signal in your house is produced by your BT hub or router and is independent of the broadband service coming into your house.
You need BT to provide Broadband service at your new address which you can then access via either the ethernet ports on your hub, or via the WiFi signal that the hub generates.

Re: Moving house no broadband

Cpanteli — Tue, 06 Feb 2024 15:51:18 GMT

Ah I understand, thank you

Re: Moving house no broadband

DavidM — Wed, 21 Feb 2024 13:05:48 GMT

Thanks for sending over the details @Cpanteli

I'm glad I was able to get this sorted for you. Post again if you have any other problems.

Cheers

David

Re: Moving house no broadband

4ndyrb — Thu, 17 Jul 2025 11:57:39 GMT

Hi, I have the same issue as the OP. Just wondering how you managed to resolve this.

Thanks

Andy

Re: Moving house no broadband

imjolly — Thu, 17 Jul 2025 12:45:56 GMT

the previous posts are over a year old and the forum mods no longer have account access. you need to phone CS 03301234150 or you can try message now to billing

https://www.bt.com/help/contact-bt/account-and-billing/broadband