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Aspiring Contributor
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Message 1 of 10

No broadband on new phone/broadband order

Hi,

 

I've recently had a phone and broadband order complete which required the installation of a new line. Although I received an SMS stating the broadband service is ready, I have no DSL sync with a known-good router which is suggests to me that ADSL isn't enabled on the line.

 

I also appear to have an outstanding tracking order on this account with a VOL number which differs from the VOL regarding the line installation which cannot currently be tracked.

 

Is there any way to find out the status of the ADSL activation on my line? I contacted support, however, my query resulted in a fault raised requiring another engineer visit as it was somewhat difficult in getting my query across and I'm uncertain whether an engineer visit is required if ADSL activation is simply in progress.

 

 

 

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Distinguished Sage
Distinguished Sage
392 Views
Message 2 of 10

Re: No broadband on new phone/broadband order

Were you not supplied a Homehub?

 

Have u set up your "known-good router" correctly. You need to use the user name broadband.user@btbroadband.com and if your router requires a password use BT or anything else you like.

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Aspiring Contributor
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Message 3 of 10

Re: No broadband on new phone/broadband order

Hi,

 

I opted to supply my own router - last used before I switched to fibre at another property so I'm 99% sure it's still fine.

 

I am using a <username>@btbroadband.com username with BT as the password (though I would still assume that the modem to acheive DSL sync even without the correct login credentials), PPPoA VC and 0/38 VPI/VCI settings.

 

 

 

 

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Distinguished Sage
Distinguished Sage
363 Views
Message 4 of 10

Re: No broadband on new phone/broadband order

See here for the router settings on an ADSL connection

 

http://btybb.custhelp.com/app/answers/detail/a_id/7447/~/how-do-i-set-up-my-non-bt-router%3F

 

You should not need an engineer visit to your house to set up ADSL broadband. Have you contacted BT to confirm that the activation has gone ahead as planned?

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Aspiring Contributor
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Message 5 of 10

Re: No broadband on new phone/broadband order

That's the same article that I referred when I initially hit my problem.

 

I attempted to contact BT however I wasn't able to get a clear answer from support, which ended up in my query getting raised as fault and an engineer appointment. As I received an SMS message that the broadband service was active shortly after the message notifying me that my new line is installed, I assumed that the activation had completed.

 

I was hoping to avoid the situation where an engineer arrived expecting to find an enabled broadband service but found that the problem was down to BT not having activated it on my line.

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Distinguished Sage
Distinguished Sage
358 Views
Message 6 of 10

Re: No broadband on new phone/broadband order

I am going to move this thread onto the ADSL broadband board where you will get people with more knowledge about ADSL than me who will be able to help.

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Distinguished Sage
Distinguished Sage
355 Views
Message 7 of 10

Re: No broadband on new phone/broadband order

are you connected to test socket and still nothing - no internet?



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Aspiring Contributor
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Message 8 of 10

Re: No broadband on new phone/broadband order

Yes, I've also tried the test socket with the same result.

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Distinguished Sage
Distinguished Sage
348 Views
Message 9 of 10

Re: No broadband on new phone/broadband order

the mods will post a contact us link and will update you about activation 





contact mods.jpg


After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email



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Moderator
Moderator
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Message 10 of 10

Re: No broadband on new phone/broadband order

Hi hyperplanar,

 

Thanks for posting and I'm sorry about the problem with your broadband.  Please use the 'contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.

Thanks

Neil

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