This topic

Broadband

AM22 — Thu, 21 May 2026 09:26:14 GMT

Hi, can someone help me please. I have phoned BT several Times this past week to get my broadband set up. All the people very nice and helpful. I have landline and tnt sports with bt, on 2 different accounts. 1st call Tuesday, she tried to get order set up for following day. Was sent a mail detailing order, no reference number. Call 2) I phoned up next day to ask for update as no email or order reference, person said not possible to activate that quickly, whilst they were sending router out they would send mini hub to help in meantime. That came Thursday night. I Set it up and still no activation and said when I phoned Friday they said order was in queue but overdue passed to another team and, was promised would be activated after 6pm that night. no activation but on mini hub. Sunday called again as still no activation. He tried to explain why order was failing, something to do with landline broadband not compatible as on different accounts. He said, he would cancel order and start again. Got a text on landline this morning to say broadband now activated, I still have no email or order reference to confirm this. Hence why I cannot put order ref number into app to track it. Anyway, switched broadband router on and still have orange flashing light. I’m just now losing the will with this. Over a week, I have got broadband router and it is still not activated. Does anyone know what issue could be?

Re: Broadband

chrisjp — Thu, 21 May 2026 09:58:55 GMT

You clearly already have (or had?) a BT broadband service, otherwise you couldn't have had TNT sports with BT. It's also not clear whether your landline is the old analogue system or has been converted to digital voice.
So what BT broadband are you now seeking to get set up?
I think we need some more information before anyone provide advice.

Re: Broadband

AM22 — Thu, 21 May 2026 10:22:43 GMT

It is old analogue system. I was with sky broadband for years but they sent message to say my broadband service was ending. I phoned sky up as I hadn’t arranged anything, she asked who I had line rental with. And I should phone them ie BT. She said something with government Intiative re copper wire broadband. Phoned BT to arrange broadband, as I need it and they set up order and sent out router. Said since line rentalwith them, should be straightforward. I have just swapped routers.

Re: Broadband

imjolly — Thu, 21 May 2026 10:30:26 GMT

if you have you landline with BT then enter your phone number and post results including notes

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

Re: Broadband

AM22 — Thu, 21 May 2026 10:48:24 GMT

Hi I out in my bt landline and it says:

There is no data available. This may be because it is not a BT line or it is a number which has been moved to an IP Voice service. We advise using the address to check availability instead.

Re: Broadband

imjolly — Thu, 21 May 2026 10:56:20 GMT

then use address checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Re: Broadband

AM22 — Thu, 21 May 2026 11:01:00 GMT

It has gave this:

FTTP is not available.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Re: Broadband

iniltous — Thu, 21 May 2026 11:46:30 GMT

Not much of this makes sense , and the TNT sports part (if you got that either as an app or via Sky TV ) is irrelevant.

it’s possible you had a shared metallic path facility (SMPF) with BT supplying the telephone service and Sky supplying the broadband on the same ‘line’ (but TBH I understood that Sky offloaded all their broadband customers on this arrangement years ago , so strictly speaking you shouldn’t be on SMPF )
If its the case you somehow got to remain on SMPF , then Sky may have simply removed your broadband because SMPF can’t exist with modern IP phone systems , BT can’t really just disconnect your telephone because it suits them but Sky can just disconnect your broadband, but obviously they would normally contact you about it .

If Sky remove broadband so you asked BT to start supplying broadband as well as telephony , it should be (from your perspective) just a case of removing the Sky router and using the BT one on the date you are told , however there is physical work required outside of your address for Openreach to perform, this may not have been done yet .
If the date has passed when BT broadband was supposed to be in place , report the broadband faulty to BT

Re: Broadband

AM22 — Thu, 21 May 2026 11:44:37 GMT

Thanks when I phone up BT they keep saying my order has failed but surely they would be able to work out issue? I’ll have phone again later to see what update they can give me but at least I can use what has been said on the chat to help me. Thanks again

Re: Broadband

iniltous — Thu, 21 May 2026 12:38:10 GMT

These type of things can get complicated, if you did have Sky broadband with BT telephone (thus is very rare BTW ) and Sky (without advising you )raise an order with Openreach to disconnect your Sky broadband, until that order has completed (not just physical disconnection but the back end systems showing it’s been completed successfully) then any new order can’t exist ( only one order at a time ) so your BT order could fail because the Sky order isn’t yet complete, it may have been disconnected but that’s not the entire process