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Alicesmith100
Beginner
405 Views
Message 1 of 12

No internet due to redirect to the BTWholesale service information page

Hi,

I recently requested to move my broadband to Sky from BT but after Sky tried to contact BT Openreach to start my order, and failed for some reason, I've now lost connection to the internet. This was on 8th May. I've since spoken to Sky who have cancelled the order and started another one but they aren't sure if it's something they did that caused this. BT sent an engineer out to my property who said everything is working correctly. I have a blue light on my router but when I try to go to a website on any device I get redirected to the Service Information page from BTWholesale. BT customer service don't know how to resolve this issue, please can someone look into it for me? BT are sending me a new router but I doubt this will fix the issue as it looks like my connection is being blocked by BTWholesale somewhere.

Thanks for you help,

Alice

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11 REPLIES 11
Distinguished Sage
Distinguished Sage
394 Views
Message 2 of 12

Re: No internet due to redirect to the BTWholesale service information page

You are re-directed because you are no longer a BT customer but are still connected to the BT equipment. You need to get SKY to sort it out.

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Alicesmith100
Beginner
389 Views
Message 3 of 12

Re: No internet due to redirect to the BTWholesale service information page

Hi thanks for the reply but I am still a BT customer until the internet gets changed over, which is currently set for the 28th May.

Any help appreciated

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Distinguished Sage
Distinguished Sage
386 Views
Message 4 of 12

Re: No internet due to redirect to the BTWholesale service information page

It sounds as though somebody has jumped the gun and ceased your account with BT.

I'll ask if one of the mods could investigate.

Moderator
Moderator
379 Views
Message 5 of 12

Re: No internet due to redirect to the BTWholesale service information page

Hi @Alicesmith100  and welcome.

Thanks for posting about your broadband. I'm sorry you're having problems getting online since placing the move order. I fear @licquorice  is correct. It's possible the cease order for your BT broadband has completed but I can double check that for you. I've sent you a private message explaining how you can contact the forum moderation team. Check here: https://community.bt.com/t5/notes/privatenotespage

Cheers

David

Community ModeratorDaveM
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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Alicesmith100
Beginner
368 Views
Message 6 of 12

Re: No internet due to redirect to the BTWholesale service information page

Thanks, this maybe the case but it is something I have already asked BT and was told that there isn't a cease on my account, but please double check that. I'll respond to your private message as well. Thanks
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parthabus
Beginner
362 Views
Message 7 of 12

Re: No internet due to redirect to the BTWholesale service information page

Hi, sorry to hear about the issue. In the details you have mentioned that BT is sending a new Hub. Does that mean your broadband connection with BT is still active. If that is so - then go to the Hub manager page through 192.168.1.254. Then go to advanced setting and then to wireless. Check if the SSID is splitted. If not then split it and refresh the channels. Then go to smart setup and turn it off. Now restart the router and wait till it turns blue. Then try to browse the internet = you will be able to do that.

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Distinguished Sage
Distinguished Sage
353 Views
Message 8 of 12

Re: No internet due to redirect to the BTWholesale service information page

@parthabus  Sorry but that won't help at all. This is an authentication problem at the BT BRAS, nothing to do with the hub at all.

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Moderator
Moderator
309 Views
Message 9 of 12

Re: No internet due to redirect to the BTWholesale service information page

Hi @Alicesmith100 

I have sent you the private message as agreed.

Cheers,

Robbie

Community ModeratorRobbieMac
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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Alicesmith100
Beginner
252 Views
Message 10 of 12

Re: No internet due to redirect to the BTWholesale service information page

Hi I've sent Robbie a private message but I've not received a response, please can someone see if he's seeing my message, or is there someone else I can speak to regarding my final bill?

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