This topic

house move

tyvek — Sun, 22 Sep 2024 15:23:21 GMT

hi i moved home agust 1st . new equipment was sent to old home address. this was diverted eventually to our new home and engineer was supposed to come . no one arrived. old equipment was returned and confirmation of being received was sent.

more contact on chat and more contact by phone both by myself and various friends resulted in being told

engineer was due 16th . we still have no service and i now have had to buy a mobile phone .

now have message saying account will be closed again ???

what can i do next to get broad band connected .

Re: house move

Michael_D — Mon, 23 Sep 2024 07:30:35 GMT

Hi @tyvek

Thanks for coming to the community.

I am sorry to hear that you have had trouble getting connected again after your home move.

I understand you have already spoken with our team but they would be the best people to see what is happening.

You can see all of the ways to get in touch with them on our Contact BT page.

Michael

Re: house move

tyvek — Mon, 23 Sep 2024 07:55:09 GMT

hi thank you for your reply

i have repeatedly contacted bt home move by phone and by chat and so have my friends.

we are given dates but nothing happens

the people we speak to acknowledge that there is an issue but still nothing is rectified

i have now had a message saying we are sorry you are leaving and any credit will be returned directly to the bank account

this situation is no longer acceptable .it is costing us time and money each time we are given a date and have to stay at home.

it should not take this amount of time to connect a home move.

can you please supply a returns bag for the equipment that has been redirected and i will find another provider . i have been a customer of bt for many years and now feel badly let down

Re: house move

Keith_Beddoe — Mon, 23 Sep 2024 08:02:11 GMT

@tyvek

Its possible that service is not available on the Openreach network at your address. There can be issues if its a new build property. That would affect all providers that use Openreach, so you may not be any better off if you cancel.

Use the address checker on the page below, and post the results, but edit out your address details first, but leave the exchange name and cabinet number showing.

https://www.broadbandchecker.btwholesale.com/#/ADSL
Please include all notes at the bottom.

Re: house move

tyvek — Mon, 23 Sep 2024 08:42:18 GMT

it is not a new build home

thank you for the link to checker but i have the message below

message checker not available please try again later

twice now bt have have cancelled my account

i am trying to stay a bt custome

we have had openreach in the same street digging up pavements

there is a green box on the street with a kcom sticker on it .they keep sending me special offers to become one of their customers.

Re: house move

imjolly — Mon, 23 Sep 2024 09:03:52 GMT

did you try using your address in the dslchecker link posted @Keith_Beddoe

Re: house move

Anonymous — Mon, 23 Sep 2024 09:12:02 GMT

@tyvek

"there is a green box on the street with a kcom sticker on it .they keep sending me special offers to become one of their customers."

Are you in the Kingston-upon_Hull area by any chance?

Hull wass the only part of the UK to, (historically), still have an independent communications provider and I don't think that Openreach, (and BT), operate in that area?