Activation issue

[willwardle]

I was forced to place a home move order to get a better deal. My old broadband was cut off on 24th Oct but reactivation hasn't happened. After 20 plus calls to helpline I'm told that the order is stuck in the BT Wholesale system. All other work is complete but they can't activate until the Wholesale system issue is resolved. After several escalations and promises still know joy.

I cant even cancel my contract and move elsewhere until this is done. I'm on Halo so have a mini hub activated but even that keeps getting turned off.

How do I escalate to a higher level to try and resolve. I've been a customer for 22 years at the same address.

[rbz5416]

You're going to have to explain in more detail exactly what you've done. I can't see any way you could "move" to the same address, unless you cancelled & re-ordered. If that's the case then a "cease" would be placed on your line, which I believe takes 14 days to clear before another order can be activated.

[willwardle]

BT had a slight issue with my address which meant they couldn't change my package despite me being at the same address 22 years. BT updated the address by adding "The" in front of the building name! They insisted the only option was as a home move to get a better deal. I'm on the same set up and same number which has been reactivated but us useless without the broadband activation.

[rbz5416]

That sounds like a fairly typical BT case of "I've no idea what I'm doing but I'm going to do it anyway & to hell with the consequences".

You need input from someone with in depth knowledge of the move process, but I suspect your line is ceased & that's blocking activation. Or possibly the newly created phantom address can't be activated because it doesn't exist on the Openreach database.

[willwardle]

Reassuring!
Strangely I can ring my home number and it goes through to leave a message! I've tried two different hubs and both just show steady orange. My Openreach modem has green on power , DSLand WAN.
I've tried without the modem as well.

[rbz5416]

If you have a HH5 or later then the modem is no longer required. But that's a side issue. 

All I can suggest is asking for the case to be escalated to TMC in the hope you get through to someone who can unpick this mess.

[chrisjp]

So you followed BT's instructions and now they apparently have no idea how to activate your service. Does no-one in BT know what they're doing?

[willwardle]

Can ask what TMC is and how to contact?

[willwardle]

Correct.

[rbz5416]

@willwardle 

Technical Management Centre

Just ask the regular call handlers to escalate because the issue isn't resolved.

Sadly BT are embarked on a program of massive job cuts. As always, the experienced/better paid/know what they're doing are the first to go to maximise the cost saving.