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Contributor
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Message 1 of 15

Supposed to be connected Friday, now left with no internet at all

Hi,

 

Having been so impressed with the ease of getting set up with BT Infinity myself, I recommended it to my non-techy parents and they were supposed to have been switched from Zen ADSL and connected on Friday.

 

Engineer came and did his stuff, but 'there was something wrong with the fibre' and so he 'put everything back as it was' as he needed someone else to come and do something at the cabinet. He left and said it might be that day it happened.

 

Old connection stayed live until the end of Friday when it was cut. Parents convinced they did something wrong so haven't contacted anyone about it.

 

DSL light on the router is green but now have no username and password to access. Is there any such thing as a temporary one so they at least have access while they are waiting for this mythical person to do what they have to do?

 

I was hoping for a simple transition and this is turning out to be not so much 😞

 

Thanks!

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Distinguished Guru
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Message 2 of 15

Re: Supposed to be connected Friday, now left with no internet at all

If the Home Hub has turned up, that should have the correct username and password programmed in.  If you're using any other ADSL router, the username is bthomehub@btbroadband.com and you can use any password you like - it authenticates by what phone line you are connected to, not by a password.  Some routers won't work unless you type something in as a password, but it doesn't matter what.

 

That's the username and password to actually connect to the broadband.  That should be enough to get basic internet access.  BT should have written separately with a new email address and password for email access.

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Distinguished Sage
Distinguished Sage
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Message 3 of 15

Re: Supposed to be connected Friday, now left with no internet at all

I assume that they stopped their Zen connection on the same date as the expected their BT Infinity to start. If so it means that they will have no broadband until BT get around to connecting Infinity.

 

If they have the Homehub that should have been delivered to them, they could try plugging it in to see if it works. I suspect that it won't but if it does they do not need a username or password. If it is going to work it just will.

 

I think you will need to phone BT on 0800 800 150 and ask them what is happening with the order and when an engineer will be out to finish the job that was started.

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Expert
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Message 4 of 15

Re: Supposed to be connected Friday, now left with no internet at all

Unfortunately sometimes these things do happen. Openreach do have a team they contact when for instance you get a faulty fibre DSLAM port. However sometimes this is out of the hands out the fibre installers as they do not have the necessary skills. Although your parents broadband should still work if they have the Hub 5 as its compatible with ADSL and the line is connected to the ADSL equipment still in the exchange just incase for instance the fibre install doesn't go to plan.
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Contributor
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Message 5 of 15

Re: Supposed to be connected Friday, now left with no internet at all

Thanks for those suggestions.

 

They're reluctant to connect the Home Hub up, saying the installer didn't do that so they shouldn't. Smiley Frustrated

 

The old router still has the zen username and password settings. I didn't think while there to just try deleting those ... duh ... I'll call round again tomorrow if BT haven't contacted them and see if either of those suggestions works.

 

We used a Mac code to switch so they've not deliberately stopped the old contract on Friday.

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Distinguished Sage
Distinguished Sage
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Message 6 of 15

Re: Supposed to be connected Friday, now left with no internet at all

Tell them just to plug the HH5 in. If it's going to work it will. They won't cause any damage or anything bad. If it doesn't work they just unplug it until the engineers comes.

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Contributor
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Message 7 of 15

Re: Supposed to be connected Friday, now left with no internet at all

Well, they've called this morning and been told it'll be Wednesday before there's any kind of update, and that there's no way to use the ADSL in the meantime.

 

Ironically the online order status tells them to keep checking online for an update, which they CAN'T ... grrrr Smiley Mad

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Distinguished Expert
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Message 8 of 15

Re: Supposed to be connected Friday, now left with no internet at all

Did they try connecting the HH5?
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Contributor
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Message 9 of 15

Re: Supposed to be connected Friday, now left with no internet at all

They still wont. I'll go round tomorrow and try.

 

If nothing then I'll leave them my 3G iPad so they can at least check email etc.

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Contributor
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Message 10 of 15

Re: Supposed to be connected Friday, now left with no internet at all

Didn't work.

 

Have left them an old mobile acting as a wireless hotspot, but really not happy with the lack of information and helpfullness from BT.

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