Home Move order problems

[westons2532]

Hi,

An engineer was supposed to attend my property yesterday but was a no show, after checking the order status online last night it says that the engineer has installed the line at the property and my broadband has been activated.

I decided to leave it until this morning as it can take up to midnight to activate.

Checking the order this morning it is telling me my order has not progressed as expected and to contact bt.

I have been on hold for 2 and a half ours now and still no answer.

Does anyone know what could have possibly gone wrong?

[Keith_Beddoe]

@westons2532 

Is your phone line working, can you get dial tone?

[westons2532]

no dial tone, finally got through to customer support and they have said that the survey team still hasn't completed their side of things but will be completed by Monday apparently.

I then need to call back to arrange another engineers appointment!!

And through all this I have had no contact from BT whatsoever!!

Disgusted!! 

[Keith_Beddoe]

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@westons2532 wrote:

no dial tone, finally got through to customer support and they have said that the survey team still hasn't completed their side of things but will be completed by Monday apparently.

I then need to call back to arrange another engineers appointment!!

And through all this I have had no contact from BT whatsoever!!

Disgusted!! 

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So is this a new property,  as that is normally when a survey  is needed?

[westons2532]

Its about 4 years old and the previous tenant has had bt line in previously.

[Keith_Beddoe]

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@westons2532 wrote:

Its about 4 years old and the previous tenant has had bt line in previously.

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Perhaps there is a shortage of cable pairs, and the existing pair was taken for another customer?

The last tenant could have been with a different provider anyway.

I cannot see there is anything else you can do at the moment.

[westons2532]

There is nothing I can do.

Just extremely miffed that I have had no contact form BT themselves to tell me the situation, I have to sit on the phone for a ridiculous amount of time just to be told ill basically have to wait another few weeks!

Just bend over and take it I suppose!

[Keith_Beddoe]

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@westons2532 wrote:

There is nothing I can do.

Just extremely miffed that I have had no contact form BT themselves to tell me the situation, I have to sit on the phone for a ridiculous amount of time just to be told ill basically have to wait another few weeks!

Just bend over and take it I suppose!

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It would be Openreach doing the survey and providing the connection, so you would be in the same situation with any other provider apart from Virgin Media, who have their own network.

You should however been updated if there was going to be a delay.