Service Activation

[T1KJPLAM]

Hi I moved to a new house with planned service activation for 30.11.2020 but since then my broadband is still inactive. Every day I call different phones, which I get from BT's employees, to have finally someone who turns on this unfortunate service, but not effectively. Some people were even supposed to contact me and help me with switching on the line, but the days are passing and the phone is still not there. I don't know what to do, I don't believe that someone is still activating it, what is best to do in this situation? I'm tired calling 50 minutes to talk for a few minutes and receive information somebody will deal with it.

[Keith_Beddoe]

@T1KJPLAM 

Welcome to this user forum.

What broadband service did you order?

Is your phone line working?

Is it a new build house?

[T1KJPLAM]

Broadband

Fibre 1

I don't know if line is working, I don’t use it.

House is not a new build.

[Keith_Beddoe]

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@T1KJPLAM wrote:

Broadband

Fibre 1

I don't know if line is working, I don’t use it.

House is not a new build.

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If you have an Openreach master phone socket, then a cheap wired phone (Less than £10) is a vital tool to identify whether your line is connected through to your house, and you are connected to the right point. Its also helpful to prove a fault in the future, and also in an emergency.

A working phone line is needed for broadband to work.

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

That should identify if there is a problem with shortage of ports in the cabinet.

[T1KJPLAM]

Hi thank you for your response, I used the tool you provided and there is the result:

There is no data available for this number. This could be either because it is not a BT line or it is a new BT number that has just been provided. Most new numbers will appear on the checker 24 hours after BT has installed the line.

The line is not activated , they are sure of that because my order is still open but nobody is willing to activate it.

[Keith_Beddoe]

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@T1KJPLAM wrote:

Hi thank you for your response, I used the tool you provided and there is the result:

There is no data available for this number. This could be either because it is not a BT line or it is a new BT number that has just been provided. Most new numbers will appear on the checker 24 hours after BT has installed the line.

The line is not activated , they are sure of that because my order is still open but nobody is willing to activate it.

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Was there any mention of BT Digital Voice when you placed your order?

[T1KJPLAM]

Digital Voice

Pay As You Go Call Plan

Status: Home move

Your phone service was stopped at your old home on

17 Nov 2020

Your Digital Voice service was activated at your new home on

30 Nov 2020

I have that information

[Keith_Beddoe]

Then you will not get dial tone on you main master socket. There seems to be a lot of issues with broadband provision, where people have selected the Digital Voice option. There have been a number of recent posts about this, which are still unresolved.

The phone number will not show on the checker as it does not come over copper.

You should have the BT Smart hub 2.

What does your master phone socket look like?

The home hub need to be connected as shown below.

If you have a phone socket with two outlets, you must not use a microfilter,

[T1KJPLAM]

I have BT Smart hub 2 and openreach mk2 socket (number 6 on the photo you attached) with rj45 plug, I used rj45 to rj11 adaptor and connected rj11 cable to it and to the hub on broadband socket.

[Keith_Beddoe]

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@T1KJPLAM wrote:

I have BT Smart hub 2 and openreach mk2 socket (number 6 on the photo you attached) with rj45 plug, I used rj45 to rj11 adaptor and connected rj11 cable to it and to the hub on broadband socket.

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No, you just need to use the RJ11 cable between the broadband socket, and the home hub. Do not use any adapter, its not needed.

I am not sure why you have done that, as it may be the reason for it not working. The picture  I displayed of the Smart Hub 2, clearly shows just an RJ11 lead. The broadband socket on your master socket, will take the RJ11 lead, and so does the one on the home hub.