Kit not delivered

[Benvolio]

I ordered an upgrade and was told some new kit would arrive. An "expert" came the next day to fit it up but the kit had still not arrived. The delivery was due last Thursday , today is Tuesday. Still not sign of the new kit. A thirty minute wait on the BT helpline. Our wi fi is still not working as it should.

[imjolly]

was the upgrade from FTTC to full fibre FTTP?  if so and you already have a SH2 router then there is no new router required.  Ethernet port 4 can double as WAN port need for FTTP and you just need to change port in settings to WAN

[Benvolio]

FTTC? FTTP? Ethernet port 4? WAN?

What is all that supposed to mean? I am NOT a BT engineer just an ordinary customer. We were told to expect new kit on August 13th.  It did not arrive. An "expert" called on August 14th  and checked our download and upload speed which, he said, was OK. He advised us to follow the instructions on the box when the new kit arrived. It has still not arrived and our wi-fi is still not working as it should.

I have tried contact BT Customer services with no reply.

[WSH]

If this was an upgrade to “Full Fibre” that is known as FTTP, (Fibre to the Premises).

Did the expert attach a box to the wall with lights on it?  If so, the port imjolly refers to needs to connect to that new box instead of the old phone socket.

If not, perhaps you could explain exactly what the “upgrade” was about.

(By the way, in case you are unaware, this is just a customer-to-customer help forum.  You are not talking to BT and the only BT employees on here are the moderators, who do not necessarily read every post.  If you want our help we will do our best, but you may need to explain a bit more).

[imjolly · Accepted solution]

@Benvolio 

if you still have heard nothing from BT then try contacting billing using message now in this link

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[Benvolio]

Thanks for your advice. I eventually got a message to them and someone rang me back. She sounded like she was calling from Rumania. The call lasted 38 minutes and I was running up and down stairs between the hub and the wi fi booster. She decided I needed another booster and apparently one is now in its way. Fingers crossed!