Hi, I've just moved house and requested a BT landline & Infinity Broadband package. It was scheduled for activation on 15May but on 16May, when it hadn't happened, and no router had turned up, I phoned to find out what had gone wrong. I was told that the order had got stuck in their (BT's) systems, and would need to be cancelled (which takes 24 hours), and after that, a new order created (which takes 2 weeks).
There is currently an active landline at the property (although if I dial 150 it goes to Sky), so I was amazed that this could be such a problem for BT to resolve. When I viewed my original order on the BT site, they appeared to have even allocated me a phone number. But what's worrying me even more now, is that they have told me that I can have the landline in 2 weeks, but they will "review" the Broadband options after that. The replacement order they have raised for me is just for a landline, so far. I'm worried that they will say that they can't give me the fibre broadband that I originally ordered. Mobile data where I am is flaky, and we're not even near enough to any neighbours' wifi to plug the gap!
Can anyone with experience comment on this sort of scenario? And might they find that due to my particular location, and despite what the Broadband Checker says, I can't get the products I want?
If the sky line is still active then BT will need to contact previous owner of line to tell them that BT is going to take over the line and you will have a delay until that is done
You should check with BT to find out if the problem is that the previous tenant has not cancelled with sky and you need to wait while BT notify them that they are taking over the line. Should not need an engineer as line is working ok any changes will be at exchange