I am at my wits end and hoping someone can help.
We moved house on 27th September. In our previous house we had Fibre - I wanted Fibre again, but the new address did not have it.
On the day of the move, I had Internet and to my joy Fibre became available. When I tried to upgrade, it wouldn't let me as there were issues with my house move order - saying it wasn't complete. It finally completed on Friday the 28th, but as soon as it did - no internet and still no internet to this day almost two weeks later.
I called on the 28th, and engineer was booked - he didn't turn up - it had been cancelled. I called again, and again he didn't turn up. I was promised a mi-fi, it didn't turn up. This has happened on a number of occassions. They have run the tests over and again - asking about the landline (which is fine!)
Finally an engineer turned up on Thursday 5th October. Unfortunately he was there to do a copper test for the landline - I repeatadly told BT there was no issue with the landline! He couldn't help as he was on the 'wrong job' - however he did test my line and said it was fine for internet and he also tried his spare hubs and wires. He believed it was an authentication error and that I needed an SFI or Broadband boost engineer.
I called again to ask for this - I was promised one for the next day - guess what ... nothing. I called again, and was told there is an internal error which will be resolved by Openreach by Tuesday. It is Tuesday. I called again - I have been promised an engineer for tomorrow ...
During this process I have had two automated messages saying everything is fine (!) - my faults keep getting closed or changed to landline fault and engineer appointments are being cancelled - apparently automatically.
I have managed to put an order for Fibre - as I really don't want them to run out circuits, but I cannot wait till then to get Internet and I am not confident that it will work even when it is upgraded.
Being at home waiting for engineers constantly is not an option for me or my wife especially wen I am not convinced that they will actually come - it is clearly an internal error and I am hoping someone can help. I was tempted to change supplier, but I think that would have only confused matters further.
I need help and I have seen the mods have helped people before - but I want to talk to someone that can explain the problem and what is being done. Not someone reading a script and running tests over and again to then promise things that they can't deliver.
i have asked mods to see if they can help they will post a link which after you complete the mods wil get back to you when your form reaches top of inbox about 2 working days
Hi @mmerlo sorry that you have not been able to get your broadband service working since you have moved in.
We are quite busy at the moment so we may taken longer than normal to get back to you. We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.
if you completed the forum not PM following the mod link then mods should get back to you 2/4 days
Thanks for taking the time to get in touch. It's taking us longer than normal to reply.
I've checked your account and I'm happy to see that a Manager has had this picked up for you. I can see that you spoke with someone today who has given you their direct line. They will take full ownership of this and help you going forward.