Here's a summary of my most recent horror story.
1. 22nd Nov: I've ordered BT Infinity + TV. A BT email confirms activation date as Dec 1st.
3. Dec 3rd morning: nothing happened for 2 days. No service. When I call BT I'm informed that the activation failed because the "ONT equipment" was disconnected. 5. I'm also informed that a new remote activation will require the order to be cancelled and issued again. I could immediately see a storm gathering but agreed due to the lack of alternatives on that day. I was given 2 working days for this to go thru.
6. Dec 3rd evening: I received no emails about the order cancellation or new order, so I call BT again. They confirm the order was cancelled, no explanation about emails. I just need to wait.
7. Dec 4th: it's easy to sense when something is wrong, right? So I call again. Breaking news: the order was not properly cancelled and this created a fault in the ordering system. It's fixed now, but I'll need to wait 3 working days for it to go thru.
8. Dec 5th: still no emails confirming order cancellation or new order. I call again. More breaking news: an engineer needs to attend. It's the first time I'm hearing this in 4 days! Next available slot: Dec 12th. Still not even an email confirming the appointment...
And here we are. No internet, no service, no nothing.
I'm considering a new provider as we speak.
In the meantime, my question is: do you guys feel that I should just keep waiting for BT to sort out their internal inefficiencies or I should go ahead and simply cancel the order for good? I feel that if I do that I would be able to issue a new order myself, online, and I would be able to get BT without all this messy "process" ...
Thanks for your help
Welcome to this user forum.
These installations are dealt with by a special team on 0800 587 4787.
Are they the people you are dealing with?
I'm not 100% sure as I get transfered from the chataboutmyorder page all the time. However, the chat agents always mention that they will transfer me to the "FTTP team" ...
I'll try that number just in case.
In your experience, does the BT story about "activation failed due to disconnected equipment" to "we need to cancel the order to try a new remote activation" to "now an engineer needs to attend" make sense?
Deal with the team directly.
Openreach deal with the provision, but only the FTTP team can organise this.
It would make no sense for you to cancel it, as you would lose your place in the queue.
Are you related to BT/Openreach or a client/user?
I'm curious about other experiences.
I can't believe the fact that making a new remote activation requires all this work and time ... And that the current conclusion is that no remote activation is to be made ...
There are not that many forum members posting about FTTP, as its not dealt with by any of the BT moderators.
The ONT needs to be in-situ, and the fibre connected to it.
Do you have that already, and are there any lights on the ONT?
I assume that you do not have any form of active BT Broadband connection at the moment?
That's unfortunate. 😞
The ONT was in-situ but the fibre cable not connected. I was moving in on that same day so unfortunately didn't check. Also, I was not aware that the activations required everything to be on. I assumed that it was activated on the back-end and would be working whenever I completed the connections.
Currently, the lights are:
- Power green (on)
- LOS - red
I don't have any form of broadband at the moment.
Thanks for your help
LOS=Loss of Optical Input, which would be the correct alarm.
Is there a fibre tail with a plug on the end near the ONT?