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dwright84
Beginner
638 Views
Message 1 of 11

New broadband install problems - getting NO help from order or fault team.

Hi all,

 

I was an existing infinity customer who recently moved home.  Unfortunately infinity was not available at my new address, so as part of the home move an order was placed for a line connection and standard ADSL activation.  I had to wait 3 weeks for activation as I was told an engineer was required at my home.

 

During the 3 week wait my local cabinet was enabled for infinity.  I called requesting to update my order to receive infinity from my connection date.  I was told at this point that they do not recommend that as it "would probably go wrong" and I should get my line and standard ADSL service first.

 

My activation date was yesterday and to my surprise no engineer attended, yet the order was marked as fulfilled.  I now have a working phone line but no ADSL service.  Whilst waiting for an update on what is happening I have placed an infinity order as I need this ASAP due to my distance from the exchange - I lived here previously and know all too well about the poor speed.

 

I just got off a 90 minute phone call which went a little like this:

 

1.  Spoke to order team to be told that the order was fulfilled, everything is activated and if there is a problem I need to raise a fault.  Transferred to fault team at this point.

 

2.  Described the problem, waited while there was a line test, told that there is definitely an issue and the service has not been enabled and I need to speak to the order team.  Transferred to order team.

 

3.  Order team kept me on hold whilst they looked into it.  Told me that everything is definitely enabled and there must be a fault.  I was assured they would hand over my call to the fault team and explain all of the details to prevent me being passed back and forth.  At this point I was cold transferred to someone from the order team.

 

4.  Had to explain for the fourth time what the situation is.  During the line test/troubleshooting process the call was disconnected and no one has called me back. 

 

I really do not have the patience or the time to waste more hours of my life being passed back and forth and receiving no help at all.  Does anyone have any suggestions?

 

Further info:  I received no new equipment so I simply connected my existing home hub via the ADSL socket (as opposed to the infinity socket I used previously) to the broadband port on my master socket faceplate.  This is the openreach split faceplate so no microfilters required.

 

Grateful for any help as I am losing the will to live... 

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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: New broadband install problems - getting NO help from order or fault team.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

can I ask does the 'further info' mean you ahve conencted hub and broadband working or there is still nothing?



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dwright84
Beginner
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Message 3 of 11

Re: New broadband install problems - getting NO help from order or fault team.

Still nothing... 

 

Just the intermittent flashing broadband light on the HH3 when it attempts to connect.

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Distinguished Sage
628 Views
Message 4 of 11

Re: New broadband install problems - getting NO help from order or fault team.

as your broadband appears not to be activated i suggest you call the broadband help line 08001114567 and get them involved with the fault
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dwright84
Beginner
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Message 5 of 11

Re: New broadband install problems - getting NO help from order or fault team.

Thanks, is that the only option open to me?  As I have already spoken to the helpline twice, and also the order team twice, and received no help at all from either during a 90 minute phone call, I'm sure you can understand why I'm less than hopeful about that right now...

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Highlighted
Moderator-Retired
611 Views
Message 6 of 11

Re: New broadband install problems - getting NO help from order or fault team.

Hi dwright84,

 

I've sent you a PM - check it out and get back to me 🙂

Dean
BTCare Community Mod

If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.

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dwright84
Beginner
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Message 7 of 11

Re: New broadband install problems - getting NO help from order or fault team.

Thanks - done!
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Distinguished Sage
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Message 8 of 11

Re: New broadband install problems - getting NO help from order or fault team.

leave it with Dean and the mod team they will get this sorted for you
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dwright84
Beginner
563 Views
Message 9 of 11

Re: New broadband install problems - getting NO help from order or fault team.

So far I've heard nothing more, and still no service after it should have been running from Monday.  Is there a way I can find out if the mods are pushing this?  As if not I guess I need to start trying the helpline route again Smiley Sad

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Distinguished Sage
558 Views
Message 10 of 11

Re: New broadband install problems - getting NO help from order or fault team.

The Mods will investigate your problem they are very busy but they will contact personally by either email or phone you now need to leave the help line alone as it only causes more confusion the mods have a very good record for getting problems resolved the are UK based BT Specialists
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