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THOMAS-P
Aspiring Contributor
482 Views
Message 1 of 7

Broadband connection date been and gone

Hi, I was supposed to be connected to Bt infinity yesterday after switching from sky, but nothing as yet.
Track order shows something along the lines of:
We have not received commitment for your order yet.

I have been without broadband for a week now after the first connection date was pushed back.
I also find it amazing that no contact has been made to explain the situation to me.

Any ideas what this may be?

Thanks

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6 REPLIES 6
Webby
Distinguished Sage
476 Views
Message 2 of 7

Re: Broadband connection date been and gone

Have you spoken to the sales helpdesk or tried the online chat to see if they have any more information?

This is a customer to customer forum.
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’
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THOMAS-P
Aspiring Contributor
468 Views
Message 3 of 7

Re: Broadband connection date been and gone

Ah, I thought there were mods who could have a look.
I am at work all day today, so thought this would have been the easiest way.
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gg30340
Distinguished Sage
Distinguished Sage
462 Views
Message 4 of 7

Re: Broadband connection date been and gone

The quickest thing is to do as Webby has suggested. The moderators would first of all post a link to the order team and only after you have done that and got nowhere with them would they offer further help and at present due to being busy, it is taking about five days for them to assist after they post a link offering to help. 

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THOMAS-P
Aspiring Contributor
412 Views
Message 5 of 7

Re: Broadband connection date been and gone

Thanks for replies.
Gave a ring yesterday and was told the order had been fast tracked to the suppliers and I should receive a call today.
No call received, so I rang BT again. I was told the order had been cancelled due to lack of ports in the exchange? Apparently this happened Tuesday and nobody felt I should be notified?!
Anyway, the order had to be re-issued and I now have a activation date of 29/4/16. Almost 2 months after placing the order and 4 weeks without internet.
Very disappointed with the service.
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john46
Distinguished Sage
403 Views
Message 6 of 7

Re: Broadband connection date been and gone

The delay in activation would have happened with all providers not just BT as they all use the same Openreach fibre infrastructure
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THOMAS-P
Aspiring Contributor
398 Views
Message 7 of 7

Re: Broadband connection date been and gone

I understand that, but it doesn't excuse the lack of communication from BT.
Why the customer should spend 2 evenings in a row chasing up to find out the order has been cancelled is beyond me.
It would have been nice for a courtesy call to explain the situation. Especially when order tracking days a specialist team will be in touch for 3 days.
After having a look on the forums, this seems a regular occurrence and one BT should learn from.
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