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brid_dave
Aspiring Contributor
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Message 1 of 9

delayed fibre activation

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i ordered the fibre 1 package on the 2nd of july with an activation date of the 16th july, the 16th passed with no activation so i called the help line on the 17th july to be told that the specialist department were working to resolve the situation, i have since received an alert on my account detailed below. I have used the broadband checker and it shows FTTC is available so i can't understand the delay.

The lack of information regarding my order is infuriating so could someone please help as it's impossible to get through to BT on the online chat.

 

We're sorry your phone line and broadband aren't working yet

 

We've got a specialist team working on it and we'll let you know as soon as we have more news. Thanks for your patience.

Coronavirus Order Information

We're doing everything we can to keep your order on track, but as our engineers aren't entering homes during the social distancing restrictions this may affect when we can complete your order. In most cases, our engineers will still be able to do all the work they need to without visiting you at home - but if they do need to visit you, we'll arrange another appointment after the lockdown restrictions have been lifted.

 
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imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: delayed fibre activation

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I assume your phone is not working yet - are you moving from another ISP? and porting your phone number?



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pippincp
Distinguished Sage
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Message 3 of 9

Re: delayed fibre activation

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There should be a light at the end of the tunnel for you. Openreach are tryng to get back on track, most provisions will be completed soon.

This is from Openreach.

2020-07-30 15_58_03-Updateonourserviceposition23July2020.pdf.png

brid_dave
Aspiring Contributor
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Message 4 of 9

Re: delayed fibre activation

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my phone is working and yes i'm keeping my existing number after moving away from plusnet,  my broadband is still working which is provided by plusnet, i'm not sure if my phone line has been moved over to bt.

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pippincp
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Message 5 of 9

Re: delayed fibre activation

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Forgot to add the above notice was issued 23rd July. So only 7 days ago but shows they're on it.

brid_dave
Aspiring Contributor
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Message 6 of 9

Re: delayed fibre activation

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well well well !

still no broadband !

ordered 2nd july, activation date 16th july  ***fail***

i reported it on the 17th and was promissed it would be up and running with 48hrs  ***fail***

3 weeks passed with not one form of communication so i phoned (10th aug) and had to queue for an hour on the phone before i got through to be promissed it would be up and running by the end of the week (14th aug) ***fail***

during my phone call i was told it was passed onto the management team to sort out and they would call me on the 14th aug, My BT account contradicted this and said the contact by phone would be on the 13th aug so i book  a time slot between 11am and 1pm .   low and behold i never received a call on either day  ***fail***

in view of the above failure to contact me i raised another complaint in regard as to the handling of the complaint and was promissed i would be contacted by phone .... well well well ... i was never contacted ***fail***

 

BT consider their selves the premier internet provider ....

The service is appaulingly bad and the customer services are even worse !

Absolutely shambolic in all areas and i intend in sharing this where ever i can because it is absolutely pathetic in all areas !!!!!!!!!

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adailquazi
Aspiring Contributor
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Message 7 of 9

Re: delayed fibre activation

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Just wondering if your activation has been resolved?

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brid_dave
Aspiring Contributor
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Message 8 of 9

Re: delayed fibre activation

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Yes they did sort it out very shortly afterwards, activation was approximately 40 days late,  i wasn't aware that i was entitled to compensation of £5 per day so i was awarded roughly £200 which went as a credit on my account.

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adailquazi
Aspiring Contributor
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Message 9 of 9

Re: delayed fibre activation

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Yes, great, I found out about the compensation too which I initially didn't know about