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Beginner
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Message 1 of 12

Will my broadband ever be activated????

I posted last week on here as my broadband was due to be activated last Monday, 8th August but nothing happened. After a number of calls to BT, I was told by midnight Friday 12th August. Surprise, it didn't activate that day either, but no one rang to let me know. When I was able to speak to someone on Monday 15th August, I was told a part was needed by the engineer at the exchange which hadn't been ordered (I understand the part was only ordered because I chased BT who finally spoke to the engineer!). I was given the very unreassuring timescale that my broadband would be activated within 48 hours. Obviously, this didn't happen andi have been told it will be ANOTHER 48 hours and when I asked what the problem was, I was told the problem was too technical to explain. I am absolutely at the end of my tether, with no guarantee that the broadband will activate by Friday, my partner and I have to travel 30 miles to use the Internet for job applications (we live in remote Northumberland). Can anyone provide any advice on what I can do to get BT to sort this out, or failing that can anyone recommend another Internet provider who can guarantee a speedy connection? And before anyone tells me to contact the specialist advisors in this forum, please can you ask them to contact me instead? To date, I have not received one single phone, text or email from BT updating me on my broadband activation. Please helps someone....
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11 REPLIES 11
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Distinguished Sage
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Message 2 of 12

Re: Will my broadband ever be activated????

Unless your exchange has an isp wth LLU ( itsown equipment installed at the exchange) it wil not matter who you go to as it will be down to openreach / BT wholeasle to provide the connection there

 

As to contacting the forum mods you will have to contact then as they need all of your details EG account numbers phone numbers e-mail details etc.

 

Please do not post them here as they will be deleted as personal details cannot be displayed for your personal details would be on public security this is a customer to customer self help forum the only BT presence here are the forum mods this is a link to them 
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone within 72 hours directly to you

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Beginner
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Message 3 of 12

Re: Will my broadband ever be activated????

I understand that my exchange is not exclusively used by open reach. I do not have any other personal info that the mods can make use of, my account number with BT is not recognised, my email address is not activated because the broadband is not working and if the mods are in any way similar to their other BT colleagues, they wouldn't make use of the phone number I supply anyway. Lastly, there is already a connection at the exchange for the Internet as the broadband from our house's previous occupants was still activate for 24 hours on the day we moved in. If anyone on the forum can advise a practical way for me to escalate this issue with BT and receive an adequate proactive response (preferably before next week which appears to be the eta for a mod to email me), I would be eternally grateful. Also, alternative provider suggestions still welcome.
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Distinguished Sage
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Message 4 of 12

Re: Will my broadband ever be activated????

Hi the mods will contact you via the phone number you enter in the web form attached to the link given to you in an earlier post they will also be able to email you via the en
Mail address you registered when joining this forum the mods are a small specialist team of specialists who are uk based and have a very high reputation of getting problems resolved quickly and efficiently please just complete the form from the link posted and they will get it sorted they have helped thousands of users since these forums first started
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Distinguished Sage
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Message 5 of 12

Re: Will my broadband ever be activated????

The mods normally reply within72 hours
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Distinguished Sage
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Message 6 of 12

Re: Will my broadband ever be activated????

Crawford thisis a customer to customer self help forum you will get the same advice from other posters here contact the mods it is the proactive way to get your problem resolved
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Beginner
1,329 Views
Message 7 of 12

Re: Will my broadband ever be activated????

John, I have tried to contact the forum mods as you suggested but owing to the fact we have not been sent a valid account number by BT (the only account number I have and on my order confirmation email is invalid), I had to make up an account number so I doubt the mods will be able to assist if the can't locate my account.
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Contributor
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Message 8 of 12

Re: Will my broadband ever be activated????

Breach of contract, move on.  There are plenty of ISPs out there, even those that use the same BT wholesale infrastructure (or are owned by BT but operate independently) can, and will, do better than this.

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Distinguished Sage
1,315 Views
Message 9 of 12

Re: Will my broadband ever be activated????

Hi Crawford
They should be able to identify you from your phone number name address and postcode and any details you can give them from letters and emails sent to you it may take them a little longer to find your details but you should be traceable it has been done before just allow a little longer than normal for a reply due to the extra tracing and the weekend
B
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Beginner
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Message 10 of 12

Re: Will my broadband ever be activated????

John, I would like the 'proactive' part to come from BT, me having to contact them again, is not BT being proactive, along with an eta response from mods of the middle of next week, is not speedy. I understand you are circling these forums offering advice but unless are attempting to answer my query (rather than just provide some unpaid pro-BT propaganda) then your responses are not very helpful.
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