I ordered my fibre to the premises at my new apartment on 21 December 2020. The previous tenant had left some time before this and from all I can tell canceled their account with BT. I had selected 18 Jan 2021 as my activation date. The digital voice service showed as activated on my order on this day, however the hub did not show as connected nor did was the hub able to connect to the internet.
I spoke to a member of the technical faults team on 19 Jan and I was told there is no issue with the line and that a new smart hub would be sent. However he agreed that there was likely an issue with the activation.
On the 20th of Jan I was told that a cease and re-provide would be done. This was originally scheduled for the 28 and was moved to the 27. This did not work and I was told that there was now and issue with the order on open reach side. I’ve now been told that they are working on it can can give me an update on 1 Feb. No one is able to confirm when my service will be activated.
What causes these issues? And since my line is fine why does the orders process at BT not allow for someone at some level to simply reset the order and click a button to activate the internet service?
