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Contributor
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Message 1 of 7

Coincidence?

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Was due to move home today so I had scheduled BT to disconnect me from my current home as of midnight and reconnect me on 1st May at new property. However, things changed and the move has been delayed until 3rd May.

I logged into my order on 24th April and updated the move date to 3rd May and reconnect at new property on the same date. Great I think, no down time at all.

Guess what, my internet disconnects just after midnight, getting an orange light and flashing red broadband symbol on my HH5.  I ring BT and spoke to someone around 12:50am explaining what had happened.  She reported that there was a fault in my area that could take 24 hours to fix, I was not convinced but decided I'd ring again in the morning.

I did just that, Ash in the Call Centre did some diagnostic checks and this time it came back as reporting a fault with my Home Hub, so a new one has been ordered, the good news is it's not a direct HH5 replacement but the latest Smart Hub but can it really just be a coincidence that the Home Hub failed at the time it was due to be disconnected?

Perhaps I'm being sceptical.... Smiley Surprised

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Contributor
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Message 2 of 7

Re: Coincidence?

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Call and ask about the status of your home move. If you tell the agent on the phone what you suspect they will either be able to confirm or deny. If you speak to a technical advisor they may not have access to the details of your home move, and would be investigating the loss of service as a fault and not as a consequence of a home move order gone wrong
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Contributor
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Message 3 of 7

Re: Coincidence?

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@Ianglawrote:
Call and ask about the status of your home move. If you tell the agent on the phone what you suspect they will either be able to confirm or deny. If you speak to a technical advisor they may not have access to the details of your home move, and would be investigating the loss of service as a fault and not as a consequence of a home move order gone wrong

Yes I mentioned the home move to them, they checked the system and said that it is scheduled to happen on 3rd May so the requested change I made has been updated on their system.  Maybe it's just me being naturally suspicious and it is just an unfortunate coincidence of timing!

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Contributor
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Message 4 of 7

Re: Coincidence?

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An update!

Just spoken to someone again and even though it updated online to show move happening on 3rd May rather than 26th April, the message didn't get through to BT's suppliers, therefore, the supply has been disconnected with no short-term option to reconnect!!!

As soon as we move it will be bye bye BT I think....

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Distinguished Sage
Distinguished Sage
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Message 5 of 7

Re: Coincidence?

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The "supplier" would be Openreach, who are suppliers for most other providers,

Your change of date would have been much too late, as the job would have already been built and scheduled in the Openreach workstack, which is why your service was disconnected.

I would expect that any change to your date, would have needed a couple of weeks notice, so the original job could have been cancelled, and a new one built.

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Contributor
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Message 6 of 7

Re: Coincidence?

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Well they should inform you of this then, couldn't give two weeks notice as didn't make the booking until 15th April
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Distinguished Sage
Distinguished Sage
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Message 7 of 7

Re: Coincidence?

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I am now just a BT customer, so I cannot comment on what the current process is, but I cannot imagine it has changed much since I retired nine years ago.

There was no provision then for last minute changes without manual intervention by a phone call. That may have worked in your case, as a call could have been made to Openreach, to cancel the task. You would have needed to contact the Home Move Team by phone.

Your online changes to the date, would not have alerted anyone, as most tasks are robotically built.