Moving Home/Missed Engineer Appointment and HUB still not working

[cnichs89]

Called BT on 27/11 to inform of moving home. Told I cant get TV in that area, although I moved to the next road and neighbours have BT, so thats a lie to begin with. I'm made to stop my contract and take out a new one at a higher price, although I have now lost TV. 

I was sent a ADSL adapter, not a minihub, so i was without WIFI from movein date 07/12 to 08/12/. Minhub came on 09/12. 

Spoke with BT to explain my property does not have a master socket and an engineer NEEDS TO COME INSIDE the property to install, which i have been told is free as part of a home move. There is a telephone line upstairs, not downstairs where I need it, god forbid I ever manage to get TV back again. 

Engineer was supposed to come to property yesterday 10/12. Never turned up, went to street box. Told service was activated and for now use the telephone socket upstairs with ADSL adapter. All plugged in. Waited till this morning as service might not have kicked in till midnight. 

HUB still flashing purple. Reset hub and checked multiple times everything is plugged in. Even tried 2 different ADSL adapters and no luck. 

Back to working from home today (on temp wifi) So I'm now due compensation every day I dont have WIFI right? 

[Keith_Beddoe]

@cnichs89 

Welcome to this user forum.

Do you have dial tone on your phone? If not, then broadband will not work as it indicates there is a break in the line and you need to tell BT you have no dial tone or broadband, and they will arrange for Openreach to visit, usually within 48 hours.

A visit is not normally made unless you report the problem, as broadband is self install, and Openreach only visit the cabinet to check the line is connected to your property. There is no check of any internal wiring unless there is a fault.

[Keith_Beddoe]

To determine what broadband service you can get at your house,

Enter your phone number into this form and display the results here, but edit out your phone number before you post the results.

https://www.broadbandchecker.btwholesale.com/#/ADSL

To be eligible for any compensation, you must report the lack of a connection, right away.

https://www.bt.com/help/account-and-billing/automatic-compensation

[cnichs89]

Yes, phone says check line cord. I just spoke with another advisor and there is a line fault. 

I said from day 1 that there was no BT master socket and an engineer needs to come and install one downstairs. Thats when I got a text to say the engineer will install the socket for me on the 10/12 between 8-1 but never showed up. 

The house has virgin sockets so it's a good chance that virgin used the original BT master socket? 

This call i just had was with the faults team and an engineer is coming to the property on Monday between 8-1 to check and install the socket. Based on prior experiences I've had with these guys turning up, what are the chances he/she will turn up Monday? 

[Keith_Beddoe]

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@cnichs89 wrote:

Yes, phone says check line cord. I just spoke with another advisor and there is a line fault. 

I said from day 1 that there was no BT master socket and an engineer needs to come and install one downstairs. Thats when I got a text to say the engineer will install the socket for me on the 10/12 between 8-1 but never showed up. 

The house has virgin sockets so it's a good chance that virgin used the original BT master socket? 

This call i just had was with the faults team and an engineer is coming to the property on Monday between 8-1 to check and install the socket. Based on prior experiences I've had with these guys turning up, what are the chances he/she will turn up Monday? 

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An automatic line test is done to indicate how  far the line is going. In your case, it would have shown that it was reaching your house, so it would have been assumed that you had service. It would also have been tested working at the cabinet. A visit is not made to your house at that point.

That is far as it would normally go, unless the customer reported that the line was not working. That would be classed as an Early Life Failure, and a visit would be made ASAP. In fact a provisional visit is already built on the Openreach work system, just in case its needed. Which is why you are getting a visit on Monday, instead of having to wait much longer.

Openreach will locate the original entry point of the external line, and fit a master socket, if there is not one there. Phone and broadband will be checked at that point, so have the BT Home Hub handy, so you can verify that its working.