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Aspiring Contributor
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Message 1 of 3

BT Broaband Delay (3 weeks and counting...)

On 18th January 2014, I placed an 'Moving Home' order and sadly had to leave Infinity for ADSL at the new location. In the confirmation email, my engineer was due to install a brand new line on 30th January, followed up by activation on the same day. 

Despite the unpleasant visit, I was told that activation could take up to midnight (In my experience, very rare). The next morning (31st January), I called up BT and advised that activiation did not take place. If I remembered correctly, they told me that there was an exchange fault and it would take up to 24hrs before they can progress my order. So I patiently waited and called back the following day given nothing happened. I was told that they required an "multi-skilled engineer" to fix the problem, and it would take up to a few days. On 4th February, I called up for a chase, thankfully they fixed the exchange fault however there was a system fault with my "order not matching up" and advised that I would get a call back the next day. Given there was no call back, I gave them another chase (5th Feburary), I was told that the system fault was fixed but identifed a fault with the tie pair. Activation delays for another weekend whilst engineer was due to fix that. On Tuesday (11th February), I gave them another call given no news was recieved. Finally, everything was fixed BUT the order was now stuck in the system and advised to re-issue the order. My order was apparently assigned to a specialist which would "replace" my order within 24hrs. After constiently refreshing my order status page, nothing happened. I phoned up on Thursday (13th February) and was advised the same thing, I was too annoyed to even talk. On Valentines Day (14th February), I "happily" called up to see what was going on. Apparently, BT confused my order as for being an Infinity broadband, great! They told me that today (15th February), someone will give me a call to re-issue an "fast track" order (Completed within 48hrs). I woke up to a 5am text message and email, telling me that my new activation date would be 20th February, excellent fast track service. I called up to see what was going on. They gave me no explaination as to why my order wasn't "fast tracked" and advised the "stuck" status again. They told me that because Sunday is non-working day, I will have to call back on Monday (17th February). 

So what's next? More faults? I'm so excited to hear from them on Monday. 

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2 REPLIES 2
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Moderator
Moderator
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Message 2 of 3

Re: BT Broaband Delay (3 weeks and counting...)

Hi Vincent98,

 

I would like to take a look at your order. Please send me in your details using the "Contact The Mods" link found in my profile.

 

Thanks

 

PaddyB

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Aspiring Contributor
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Message 3 of 3

Re: BT Broaband Delay (3 weeks and counting...)

I don't think there is much use. I've been on the phone with orders team and now the manager.

I called back on Monday (as advised), they said that my order has been re-issued but it hasn't been fast-tracked. I was then promised service within 48hrs. This morning (Tuesday), I received a text mentioning a fault which would delay til 20th February. I just called in and was told that the order has never been re-issued nor fast-tracked. Currently, I'm on the phone with the manager, he has placed me on hold to speak to Openreach.
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