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Message 11 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!


yes number 6 socket and its the smart hub 2!
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Message 12 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

connections have told me to go to digital voice. digital voice told me it would be fixed today.
i honestly dont know anymore
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Message 13 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!


@starlord wrote:
connections have told me to go to digital voice. digital voice told me it would be fixed today.
i honestly dont know anymore

You need to concentrate on the broadband service at the moment.  Can you please confirm that you have the DSL lead from the smart hub 2, plugged into the top socket?

This will be an RJ11 lead with a small plug on the end.

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Message 14 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

hi keith,

yes i have the small lead plugged directly into the router and its into the top socket
i also tried the router with the splitter in the phone socket.
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Message 15 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

If you are getting DV have BT supplied any handsets?  With DV yourphone socket on master will not work as you need to be connected to the SH2 which acts as a dect base station for your DV phone

as the installation/activation is done by openreach you would have same problem with other ISP as openreach work for all ISP apart from virgin 



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Message 16 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

It would only work in the top socket anyway, and the DSL lead should only be plugged into the small DSL socket on the home hub.

Can you plug a normal phone into the bottom socket to see if you can hear anything?

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Message 17 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

ok understood, thanks!
dont have one at the moment, il sort one out this evening, what am i looking for when i connect this later?

@imjolly, i understand that, the fact that BT are unhelpful is driving me insane. so annoying you need bt to act on your behalf with openreach
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Message 18 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!


@starlord wrote:
ok understood, thanks!
dont have one at the moment, il sort one out this evening, what am i looking for when i connect this later?

@imjolly, i understand that, the fact that BT are unhelpful is driving me insane. so annoying you need bt to act on your behalf with openreach

I am not sure whether you will hear anything, but I can see lots of problems with these orders, as Openreach rely on having dial tone on the circuit so they can test for continuity. If there is no connection back to the exchange, then they are not going to hear anything, which is probably what is holding things up.

In my personal opinion, BT should not be selling Digital Voice, when its a copper connection, as there is no way to test the circuit properly. You are not the first person to have this problem.

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Message 19 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

@Keith, i didnt even realise, i had the option either keep phone line or digital voice when choosing the package, as a first time home owner, i dont have a clue about the difference so obvs just chose the wrong one. I suspect if I would of kept the phone line/number i wouldnt have any of these issues.
The customer advisors and waiting times is what is driving me mad, id be fraustered if they give me a date, least id be happy then it would be working but to give three dates and to deal with the nightmare of there call centres!!

i see in the app the activation date has changed to today, the guy said yesterday that the ksi (thing needed for the activation date i think) resolved itself... have no faith that it will work today as its 3pm and still no sign.
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Message 20 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

It could take until midnight for service to become active. It needs someone from Openreach to connect your line to the fibre cabinet. That job is probably in one of their work queues waiting to be issued.

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