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Message 11 of 19

Re: Full Fibre install experience

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There is obviously something wrong with your DV  connection  but with DV you get appearance of 2 lines so you can dial out while at same time receive a call on another connected DV phone.  You can change this in DV phone settings but changing line from Multi to single



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Message 12 of 19

Re: Full Fibre install experience

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Still no joy with this - not being able to receive incoming calls.

I  spoke to customer services on Friday - nice guy but he talked almost non-stop for 40mins.  He seemed to have some understanding of what might have happened and regaled me with lists of acronyms of teams within BT that would need to be involved to sort this out.

The latest order shows it should have worked from yesterday (Tuesday).  It doesn't, so I called this morning and ended up with someone from the "Early Life Team".  But she can't do anything - has to email someone else.   She promised to call me this afternoon - it'll be 50/50 whether she can get through to my mobile.

Must admit I'd assumed BT would be on strike again along with Royal Mail Thurs/Fri and I was beginning to panic a bit that this week would be lost but turns out that's only RM on strike this time.

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Message 13 of 19

Re: Full Fibre install experience

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Still broken. 🙄

Can't make calls either now. 

Callers still just hear ringing, which is the worst part of this.

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Message 14 of 19

Re: Full Fibre install experience

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Was offered full fibre a month ago, to which I agreed.

External engineer to be coming on the 6th, internal on the 13th, switch on today the 15th.

Guess what, nothing has been done.

Everyday the app says engineer will be today, estimated.

I called them today and was told they are waiting for a specialist engineer ?!

Didn't bother to keep me informed though!

Having seen some of the botch up installations on here I may just give up on FF !

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Message 15 of 19

Re: Full Fibre install experience

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Sounds familiar, mine did the same with no updates, just kept rolling the date.

I ordered on the 25th April, installed and connected on the 19th August

 

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Message 16 of 19

Re: Full Fibre install experience

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Wow Mikemod I won’t be waiting that long!

That’s shocking.

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Message 17 of 19

Re: Full Fibre install experience

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I was previously on 1.5Mbps so was happy to wait as long as it took, now on 500Mbps 😁

 

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Message 18 of 19

Re: Full Fibre install experience

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At least you guys still have a phone service - they installed fibre for me (a mere two weeks late) but took the phone line away and seem to have abandoned us. 

The comms from BT have just been bonkers - every time I look at the order tracker it's moved forwards or backwards and they send different messages by text to mobile, text to landline and email - it's like if they send three changes by three different methods then they think it only counts as one change!

The Executive Customer Resolutions team created a fault report last Friday afternoon, which amazingly produced an engineer on Saturday afternnoon.  The tracker said he'd got here at 3PM on Mon 8th Jun 0178 🙂 and the appt failed.     In fact he called at 5.45PM on Saturday and looked baffled and did the "nothing to do with me, mate" thing - he said someone in BT just need to bash a keyboard and sort it out (which is exactly what I think too).   The tracker now shows the fault as fixed.

 

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Message 19 of 19

Re: Full Fibre install experience

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To 'close this out' as they say - got an email at 5.10PM last night to say phone was working and sure enough it was. Hurrah!

It seems the customer service people saying it would likely take 10 days (once they accepted it wasn't going to fix itself) to sort out were right. Been 15 calendar days without a phone line.

I'm sure the actual work to get it going takes 30 seconds - the rest of the time is just 'procedure', ie waiting. Madness that this can't be cut through.