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endadmcc
Aspiring Expert
738 Views
Message 1 of 9

What is a reasonable wait for connection

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Hello My daughter moved into a new house in a village 3 months ago, a few days after moving in ordered bt broadband and a bt phone line. She was told it would be a couple of weeks before connection, but with every date given for almost 3 months now nothing has been done. Is this a resonable wait for connection? Broadband has been installed in a neighbours house 50 meters away.

Thanks

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8 REPLIES 8
imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: What is a reasonable wait for connection

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that is far longer than I would expect unless there is some serious problem  has your daughter's home got a phoneline already which needs activated or is this a new line



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endadmcc
Aspiring Expert
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Message 3 of 9

Re: What is a reasonable wait for connection

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Its a new house but from what i can tell the phone line is fitted in the house and runs to a green box about 40 meters away, my guess is that a connection has to be done in the green box as the contractors only ran the wire to it. As i said a neighbour about 50 meters away in the same small development already have broadband but they moved in maybe 3 months before my daughter.
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JohnC2
Moderator
Moderator
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Message 4 of 9

Re: What is a reasonable wait for connection

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Hi @endadmcc Sorry that you Daughter is experiencing a long delay in getting connected. 

 

Do you know if the house is in a Fibre To The Premises area? 

 

Cheers

John

 

endadmcc
Aspiring Expert
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Message 5 of 9

Re: What is a reasonable wait for connection

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Im not sure but i know that speeds up 80mbps are available on the same street. I do know they have gone for the 17 mbps broadband package so they are not expecting fibre to the house. Its the fact that the phone line has not been connected either that puzzles me.
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JohnC2
Moderator
Moderator
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Message 6 of 9

Re: What is a reasonable wait for connection

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Hi @endadmcc Thanks for checking that for me and posting back.

 

I just needed to check as a specialist team deal with the provision of that service. 

 

We will be happy and look into whats causing the delay for your Daughter if you send us over the details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

endadmcc
Aspiring Expert
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Message 7 of 9

Re: What is a reasonable wait for connection

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Thanks will get any available details and forward them to you.
Thanks
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endadmcc
Aspiring Expert
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Message 8 of 9

Re: What is a reasonable wait for connection

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Out of the blue the broadband has been switched on today so everything is now fine . Thanks for the help

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NeilO
Moderator
Moderator
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Message 9 of 9

Re: What is a reasonable wait for connection

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@endadmcc That's great thanks for letting us know that your service is working ok now.  I can see that your complaints handler is due to get in touch in the next few days to make sure everything has been resolved. 

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