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Message 1 of 2

My ongoing lack of service with new line.

I have recently moved and ordered a new line installation with a phone and broadband package, i was informed that an engineer would install this on the 12th december which was more more than 5 weeks after i placed the order which in itself is annoying but unavoidable at the moment. On the morning of the 12th i had a message informing me that theres was no need for an engineer to actually come to my home as it could all be activated remotely. Of course after 24 hours i had no service and the call centre offered no help and continually tried to sell me broadband despite having already ordered it which I explained numerous times.  The lady in the call center assured me it would be working within 24 hours and again to no surprise it was not. 


My broadband activation date was the 20th and my phone activation date changed to the 20th on the order tracking despite being the 12th before. The 20th has been and past and no service at all. I did a line check and a fault was found and within a few hours i was informed that it had been resolved which it had not so i have re-opened the fault. I feel that the people who i have spoke to at BT dont seem to understand my situation. 


Anybody have a similar experience and advice on getting it solved. Thanks.

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Distinguished Sage
Message 2 of 2

Re: My ongoing lack of service with new line.


I am sorry to see you are having problems

I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them

They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT specialist team who have a good record at getting problems solved

This is a customer to customer self help forum the only BT presence here are the forum moderators

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