'No Account Linked' No Broadband!

[artofadampatrick]

Just became a BT customer, this is my first order and I have no idea what's going wrong.

My hub arrived fine, plugged in ok but the light is flashing purple. Can't connect to the internet. Was supposed to be activated on the 30th of November. No engineer came out so I had to set things up myself. Whenever I check my order all I get is an alert saying ' We're sorry your broadband isn't working yet. We've got a specialist team working on it and we'll let you know as soon as we have more news. Thanks for your patience' and when I check my actual account page, it also reads: Your BT account doesn’t appear to have any BT broadband linked to it.

So I'm at a complete bloody loss at what to do. Is there an issue with my account (or apparent lack??) I don't know! But I sure would like an explanation instead of a vague promise.

[Keith_Beddoe]

@artofadampatrick 

Welcome to this customer to customer forum.

Openreach do not normally visit unless there is a problem. The account issue would normally sort itself out, once your service is activated.

What broadband package did you order, and are you in a new build house?

This is a public forum, so please do not post any personal details.

[artofadampatrick]

@Keith_Beddoe 

Hi there, thanks for replying.

I ordered fibre 1. Definitely not a new build house haha, but do know that fibre is available at my property and the previous tenants were with BT as well. I took the face plate off of the line box and used the test socket, but that doesn't work either.

[RobbieMac]

Hi @artofadampatrick 

Welcome to the BT Community and thank you for posting!

I am very sorry for the delay connecting your broadband.  It's difficult to say what the issue is from here at the moment without seeing the order.  Can you get in touch with us and we'll check what went wrong with the order and help put things right?  Also, your online account shows that there is no broadband linked as the broadband order would still be open and hasn't completed yet.  Once the order completes your BT account will update to show your broadband package.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

[Keith_Beddoe]

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@artofadampatrick wrote:

@Keith_Beddoe 

Hi there, thanks for replying.

I ordered fibre 1. Definitely not a new build house haha, but do know that fibre is available at my property and the previous tenants were with BT as well. I took the face plate off of the line box and used the test socket, but that doesn't work either.

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@artofadampatrick 

Its possible the cabinet is full, as the existing service would have been ceased, and the connection given to another customer. Anyway @RobbieMac who is a BT Employee, will be able to help.