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Long delay from installation to digital voice reactivated

DrMagical — Thu, 09 Jan 2025 17:39:32 GMT

I have just migrated from FTTC to FTTP, engineer came yesterday and connected me. The 'landline' was working fine but now dead.

I have rung BT who say that digital voice will be reactivated when the order is complete on 27th January - 18 days time.

Why so long? It seems off to me to leave me without a phone line when all it needs is an activation?

Also not getting the speeds I have paid for - paid for 900 package - BT test for speed to the hub varies from 500-600. Stay fast guarantee promise for me on signing up was 700.

Rang BT and they said broadband won't be fully functional until the order is complete on 27th January!

Just wanted to ask does this sound right?

Thanks!!!

Re: Long delay from installation to digital voice reactivated

chrisjp — Thu, 09 Jan 2025 17:49:44 GMT

This does sound a little like the usual BT fob-off by their phone agents for pesky customers asking awkward questions. I can't think why order "completion" will take until 27 January - the Openreach engineer has completed his work so what are BT going to do in the next 2.5 weeks?
Still, I fear you'll have to wait until then before BT will entertain any further contact with you - and I'm not overconfident that your DV and broadband speed issues will actually be resolved then.
Please keep us informed.

Re: Long delay from installation to digital voice reactivated

DrMagical — Thu, 09 Jan 2025 18:35:24 GMT

Thanks - will do!

Re: Long delay from installation to digital voice reactivated

gg30340 — Thu, 09 Jan 2025 20:03:24 GMT

Have you plugged the phone into the green phone socket on the rear of the Smarthub?

Have you logged onto your Smarthub2 http://bthomehub.home/home.htm management page to see if the phone is showing there and what status it is showing?

As regards the poor speeds, you should be getting the full speed from day one that it went live. You will be expected to pay from that date!

Call BT and tell them that you have a problem and do not be fobbed off.

Re: Long delay from installation to digital voice reactivated

DrMagical — Thu, 09 Jan 2025 21:01:03 GMT

Yes phone plugged in and status in hub settings says ‘not configured’ and I cannot click on it. Tried a few phones that were working until the switchover yesterday.

Re: Long delay from installation to digital voice reactivated

DrMagical — Sun, 12 Jan 2025 09:02:16 GMT

Just an update. Digital voice now active.

Trouble with the order BTs side though as they don't know I'm now on full fibre since last 5 days and they cannot work out a way to 'finish' the open order their end despite multiple people involved.

The latest update is I now have a new open order for broadband installation at an address I lived at 5 years ago and nobody at BT knows why!! Email received by me to say an engineer will be coming on the 27th to my old address. All very concerning.

Re: Long delay from installation to digital voice reactivated

Christopher_G — Mon, 13 Jan 2025 08:31:46 GMT

Hi @DrMagical

Thanks for the update. Are the Customer Service team aware that the address is incorrect? Did they say what they were doing to correct it?

Chris

Re: Long delay from installation to digital voice reactivated

DrMagical — Mon, 13 Jan 2025 09:41:29 GMT

I’ve been reassured that it is all going to take a few days to ‘clear down’ on their system but I’m really worried that a new order has been made in my name for a previous address. I am told someone is ringing me back on Tuesday but 3 times now when someone said they would ring back nobody has so hopes are currently zero!

I have an engineer coming out Tuesday to hopefully diagnose a speed issue but I suspect that this might be difficult to fix when BT are still convinced I’m on copper and I’m waiting on a new order for the 27th at a different address.

Re: Long delay from installation to digital voice reactivated

Christopher_G — Mon, 13 Jan 2025 10:20:36 GMT

Hi @DrMagical

I've sent you a private message. Could you take a look at your community inbox please?

Thanks

Chris

Re: Long delay from installation to digital voice reactivated

DrMagical — Wed, 15 Jan 2025 11:33:20 GMT

Hi Chris,

I did have a phone call yesterday to say everything was in hand, my case had been escalated to the 'offline' team and will be resolved in a few more days.

The current situation is I have working FTTP broadband but BT don't know their end that I have it, my account still shows FTTC with the option to upgrade.

Looking on MyBT orders page I have a huge list of Broadband orders which BT have made, cancelled or completed and still 1 open order for installation at a previous address vacated 5 years ago for 27th January. I suspect that some glitch is stopping my order completing BT end and they are trying over and over to make another order that will 'complete'.

If still in same situation in a few days I will gladly take the very kind offer of your assistance!

Re: Long delay from installation to digital voice reactivated

Christopher_G — Wed, 15 Jan 2025 15:34:29 GMT

Thanks for the update, @DrMagical

Yes, please just reply to my private message if you still need some help.

Fingers crossed it's sorted soon for you.

Chris

Re: Long delay from installation to digital voice reactivated

DrMagical — Thu, 30 Jan 2025 19:08:44 GMT

Just an update and many thanks for the help, escalating to complaints team got it sorted, it took someone the best part of a day to unravel the mess apparently but appears to be sorted now!

Re: Long delay from installation to digital voice reactivated

Leanne_T — Fri, 31 Jan 2025 08:58:15 GMT

Thanks very much for coming back and letting us know @DrMagical

Glad this has been sorted and the community could help you get there 🙂

Leanne.