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Churchy89
Beginner
315 Views
Message 1 of 8

Still not activated!

Hi guys,

I'm really hoping someone here can help me as I'm at my wits end. I'm a new BT customer and was supposed to be having my BT Infinity 2 connection activated on 3/12 (nearly 3 weeks ago!).

However, my service still hasn't been activated and I have received no clear explanation for why and more importantly, when it will be activated.

I have spoken to numerous customer services representatives over the phone and each time they give me the same response that they're aware of the problem and a specialist team is working on it. They then go on to tell me they will have more information in the next 48 hours and that they will call me back then. I have yet to receive a single call back when they have said they would and when I call them I just get fobbed off with the same response. I'm just going in circles.

I'm now at the point where I'm ready to just cancel the whole thing but I'm hoping someone here might be able to offer some sort of advice. Perhaps someone specific I could contact in order to get a proper explanation?

Thanks a lot for taking the time to read this. Any help at all would be greatly appreciated!
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7 REPLIES 7
gg30340
Distinguished Sage
Distinguished Sage
313 Views
Message 2 of 8

Re: Still not activated!

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are a BT UK based team and if they can help they will reply via this thread asking you to contact them via a link. Once you have replied to them by the link, it can at present take up to five working days for them to re-contact you.


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Churchy89
Beginner
308 Views
Message 3 of 8

Re: Still not activated!

That's great, thank you.
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PaddyB
Moderator
Moderator
294 Views
Message 4 of 8

Re: Still not activated!

Hi Churchy89

 

Welcome to the community forum. I am sorry to hear that your order for BT Infinity has been delayed. I would like to take a look at what is happening with that order. Please can you send me in your details using the "Contact The Mods" found in my profile.

 

Thanks

 

PaddyB

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imjolly
Distinguished Sage
Distinguished Sage
282 Views
Message 5 of 8
Moved:

Re: Still not activated!

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Robin2000
Contributor
236 Views
Message 6 of 8

Re: Still not activated!

As I got told today from the billing team. If BT cocked up the connection you can cancel and get refunded minus what you have used. 

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Churchy89
Beginner
181 Views
Message 7 of 8

Re: Still not activated!

Hello,

 

Just wanted to give a bit of an update on my problem as some new information has come to light since my original post however, I have still not had my broadband activated.

 

An engineer ended up coming out to my house last week with the intention of sorting the problem out however, when he arrived he realised that I can't actually get BT Infinity at all for the time being. The reason being that my phoneline actually goes directly to the exchange rather than to a cabinet.

 

It seems that the information BT have on my property regarding my phoneline is incorrect. if I enter my landline phone number into the broadband availability checker it says I'm connected to a cabinet rather than directly to the exchange. Obviosuly, this is not the case.

 

I have now accepted the fact that I can't get BT Infinity and I'm prepared to go with the standard broadband which I should be able to get on a direct to exchange line. However, this has obviously caused a massive amount of confusion for the customer service reps I've spoken to over the phone. According to them, they still have it down on their system that there is a fault on the line which is being worked on. The engineer assured me that the line is perfectly fine it just isn't setup the way it is reported to be.

 

Each time I speak to them they give me another date when they say they will contact me with an update. I just seem to be going round in circles with it. I know now that the 'fault' will never be fixed as there isn't one but I can't seem to get them to understand that.

 

Is there someone in the UK I could speak to in order to get this resolved please?

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gg30340
Distinguished Sage
Distinguished Sage
177 Views
Message 8 of 8

Re: Still not activated!

If you contacted the moderators as was previously requested, just re-contact them using the link or by replying to any emails they sent you.

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