I placed an order to switch from EE to BT Infinity at the beginning of September and was given an activation date for 22 September. This was yesterday, but nothing happened. The Order Status still reads:
We are waiting for our engineers to confirm when your new broadband will be connected"
I called the BT customer service yesterday and today and I was informed that I will be given a call to confirm what happens next. During both calls I was advised that my service would be activated imminently (within the same day).
I have to say that neither times did customer service attempt to contact Openreach or the local Exchange engineers to find out what the status of the order is. All they seemed to be doing was reading information from a screen very similar to the one I get on my Order Tracking dashboard.
It is very urgent that I be given information as to the status of my activation, as I have the feeling that the ticket for the engineer has been lost somewhere in BT's systems.
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Surely the availability checker runs automatically during the ordering process, particularly at the stage whereby the current phone number is entered! What I have also just noticed is that my phone number has been changed, whereas BT had promised to leave the number unchanged!
Thanks for this information, but I somehow doubt this to be the case, as they seem to have done something with the phone number already. My landline number is not the same as the one it was before, so I am assuming someone tampered with the line already.
BT would need to get their act together now - I would like my old number back, just as they promised when I placed the order and I would like Infinity to be activated too!