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Help with new account .... new router not yet received, account on hold!

anGrybee2 — Tue, 17 Mar 2026 12:13:42 GMT

Hello all, hoping someone can help! Set up new account for Broadband only on 27th February. Advisor I spoke with was very helpful, got contract sorted out and was told router would be with me in around 2 weeks. Later on that same day I received an email from BT saying someone needed to speak with me urgently regarding my order as it appeared that some info I had given had been input incorrectly. ( If this sounds familiar to anyone, please let me know! ) I was advised that someone from BT would call me on this number : 0800 028 5085. I was not instructed to phone this number, but after waiting for over two weeks for someone to call me I got fed up waiting and called it myself. No joy there, recorded message only! My new account is on hold, I have no router and have no idea when/if I will be connected up!

So, does anyone know who I can contact regarding moving things along? An email would be very handy as I can't seem to find a relevant phone number to speak to a proper human being!

Your help would be very much appreciated!

Re: Help with new account .... new router not yet received, account on hold!

gg30340 — Tue, 17 Mar 2026 12:16:56 GMT

Call BT 0330.1234.150.

Re: Help with new account .... new router not yet received, account on hold!

imjolly — Tue, 17 Mar 2026 13:17:48 GMT

@anGrybee2

are you a new BT customer moving from a previous broadband provider - or possible existing BT customer changing to broadband only?

Re: Help with new account .... new router not yet received, account on hold!

anGrybee2 — Tue, 17 Mar 2026 13:19:10 GMT

Thank you very much! Called number, put through to someone very quickly, all sorted out now!

Cheers!