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Aspiring Contributor
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Message 1 of 10

BT Infinity Activation 16/11/2016

Hi need help with my service activation.

 

i have contacted BT on numerous occasions and have got absolutely no results. Numerous complaints and escalation to managers which promise a call back with an update. So far no one called back. Service was meant to switch from Sky on 15th Nov and still waiting no updates.

 

Openreach engineer attended installed the modem all green lights. Service not activated from BT. I was told there was problem with the order and this was corrected on the 16th when I called after the engineer left. Agent said order should be reset by 21st when some one will call me with an update(no call) and service will be activated the next day 22nd. So far no updates or call backs I have been promised call backs now 5 times, every time I call I get passed around different teams and eventually cut off after a few hours. 

 

Engineer left on the 16th with a working phone line on the modem via fibre but this was also lost when this so called order was reset. My account still shows activation date as 16th Nov. I'm loosing patience and have been left without internet or a phone line. Which also affects my house security.

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: BT Infinity Activation 16/11/2016

Welcome to this user forum.

 

I assume that this is an FTTP (Fibre To the Premises), with an Openreach fibte modem?

 

If its FTTP,  then you will need to deal with the FTTP directly, it's not something forum members or the forum moderators can help with. Your best bet would be to try calling 0800 587 4787.

 

The normal BT helpdeskt would be unable to help.

 

If its not FTTP, and you have a normal ccopper conection from the cabinet, then it may be possible to help.

 

 

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Aspiring Contributor
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Message 3 of 10

Re: BT Infinity Activation 16/11/2016

Hi Keith,

Yes it is BT Infinity FTTP with a white openreach modem installed. Installation was done just waiting for activation.

Very difficult to get hold of that team and no one ever rings back after several complaints.

I was hoping the Mods would be at least able to look into the account and add notes or contact the team internally as I've had no result past 2 weeks.
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Distinguished Sage
Distinguished Sage
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Message 4 of 10

Re: BT Infinity Activation 16/11/2016

This is a very common issue with FTTP, not sure why this happens.

 

I am fairly sure the mods have no visibility of fibre only connections. They can only see any updates provided by BT Retail suppliers.

 

 

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Moderator
Moderator
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Message 5 of 10

Re: BT Infinity Activation 16/11/2016

Hi @GurtejDhillon

 

Welcome to the forum and thanks for your post!

 

Sorry for the delay connecting your services.  I appreciate the time you have taken contacting us to try and get this sorted out.

 

Our knowledge on FTTP is limited as @Keith_Beddoe has pointed out however we do need to step in here as it's obvious from what you've said that you're stuck at the moment and things don't seem to be moving forward.

 

We will pick this up from here and whilst it won't be us personally dealing, we'll make sure that this moves in the right direction to get your services connected.

 

Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

 

Cheers,

 

Robbie

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Aspiring Contributor
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Message 6 of 10

Re: BT Infinity Activation 16/11/2016

Hi RobbieMac,


Thanks for your reply on the following thread:

https://community.bt.com/t5/Bills-Packages/BT-Infinity-Activation-16-11-2016/m-p/1690283#U1690283


I have since spoken to FTTP team this morning. They say they cannot help and i had to speak to Order management team.

They transferred me and the order team said that the Order has failed and needs to be replaced. She mentioned she is replacing the order and someone will ring me tomorrow 29th Nov with details.


This is exactly what i was told on the 16th Nov that the there was a problem with the number port from SKY at which point i said if it speeds up the process i don't mind if i was given a new number. I was told the order has to be cancelled and replaced. I was told someone will ring me back and the Broadband and phone line should be active by 22nd Nov. and nothing happened, no ring back.


Can you please help!


Now i'm in a situation that my TV doesn't work, and my house alarm is not providing alerts.


BT Account Number: SENT VIA PRIVATE MESSAGE


Thanks!

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Moderator
Moderator
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Message 7 of 10

Re: BT Infinity Activation 16/11/2016

Hi @GurtejDhillon

 

I have replied to the private message you sent me explaining how to get in touch so that we can give you a hand from here.

 

Cheers,

 

Robbie

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Aspiring Contributor
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Message 8 of 10

Re: BT Infinity Activation 16/11/2016

Hi @RobbieMac,

 

Done.

enquiry reference number: **Edited**

 

Thanks.

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Aspiring Contributor
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Message 9 of 10

Re: BT Infinity Activation 16/11/2016

Hi @RobbieMac,

 

Any luck in getting an update? I still havent got a call back but my account now shows the order as being completed and cancelled.

 

Does this mean I loose 12500 Avios points as i ordered via the Gate365 avios website?

 

Can anyone please help as i'm getting extremely frustrated.

 

Thanks!

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Distinguished Sage
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Message 10 of 10

Re: BT Infinity Activation 16/11/2016

The information you have sent goes to the forum moderation team who are a small team of UK based BT specialists who take personal ownership of problems posted on the forum and they provide a single point of contact in the UK they will contact you by email or phone within 5 working days and will stay InTouch with you until fully resolved
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