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Newbie
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Message 1 of 4

Line activation delay

Hello,

I am a new BT Broadband customer and was supposed to have my line activated on April 3rd. I have not heard anything from BT since then even though I have received my hub. I have connected it and it is now displaying a purple light meaning it is not connected to the internet. 

My order only says "sorry for the delay" but I haven't heard anything from BT about this as all. It lists that my hub has only been dispatched rather than delivered which might be part of the issue?

I completely understand these are difficult times, but we have now been without internet for a while since moving into our new property and this has made working from home really difficult for us. 

Is there any way I would be able to get an update on the status of our line activation? Is there something I haven't done on my end?

Thank you very much for your help, and I hope you are well.

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Distinguished Sage
Distinguished Sage
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Message 2 of 4

Re: Line activation delay

if a new property are you expecting FTTP

something like this already in your home   ONT fttp_small_ont_2019.jpg



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Newbie
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Message 3 of 4

Re: Line activation delay

I have received an adapter which was delivered with my BT hub, and my property already had an openreach wall set up, which is where I plugged my hub in. 

 

The issue I believed is that the line has not been activated on BT's end, as my order is still showing as delayed and not yet activated, though I have not heard anything about this, which is the point of my question here 🙂

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Sage
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Message 4 of 4

Re: Line activation delay

What are the colours of the lights on the ONT (unit on wall)?

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