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phalanx71
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Message 1 of 9

BT Infinity failed activation. When can I expect some progress?

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Hi

 

My BT Infinity activation date was 10th August, but on Midnight of that day, the tracker status changed to "We're sorry, your Broadband isn't working yet. We are aware of the problem and a specialist team is working on it. We will be in contact as soon as we have further news."

 

The next day, 11th August, I attempted to find out the nature of the problem with my order by contacting BT Customer Service. As I was trying to do some work at the time, and didn't have time to phone, I used the online chat facility.

 

After 30 minutes of the slowest onine chat I've ever seen, the help rep said that he needn't to phone me inorder to give me the information that I needed. So, against my better judgement, I stopped working and sat waiting for the phone call.

 

To his credit, he did call me pretty quickly, but then did nothing more than transfered me to another number, where I then sat in a queue for 15 minutes, before I finally gave up and went back to my work.

 

It's now 10 days since my failed activation date, and I've never even had a courtesy email from BT to acknowledge that they're working on the problem (or even to tell me what the nature of the problem actually is).

 

I think it's very poor that, after BT failed to fulfil my order, the responsibility falls on me to keep chasing them to find out the problem. If I hadn't had access to the online tracker (luckily my Sky broadband is still running at the moment), I would never have even known that there was a problem, since BT never sent an email or any other form of message to tell me that. I could have wasted hours or days fiddling with the hub or the connections in my house, believing that the service had been activated and the that the fault was with me!

 

My question is, how am I supposed to find out what's actually going on, and what the timescale is for getting it fixed? The online tracker's fine right up until the actual activation date, then it just stops tracking, and still says "Your Package order is in progress. It should be complete by Monday 10 August". NEWS FLASH, BT: It's now Thursday 20th August.

 

I don't have the time to be sitting in phone queues waiting to get an answer, and besides, I don't feel that it's my responsibility to waste my tme chasing BT, when it is they who have failed to fulfil my order. If somebody asked me to do a job for them and I wasn't able to make it, I would make it my duty to contact them and tell them. I wouldn't sit back and wait for them to contact me.

 

My fear is that, at some point, my Sky Broadband will stop working, as they believe I've "switched", and then I'll be left with no internet at all, and won't even be able to do my job (I work from home using online tools).

 

Any help or words of advice would be greatly appreciated.

 

Jason

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Distinguished Sage
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Message 2 of 9

Re: BT Infinity failed activation. When can I expect some progress?

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As your sky broadband is still working BT cannot take over your line it sounds like Sky may be being slow in releasing your line have you contacted Sky to find out what is going on
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phalanx71
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Message 3 of 9

Re: BT Infinity failed activation. When can I expect some progress?

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Thanks for your reply, John.

 

I suppose that could be the case, but, as my order is with BT, I would still expect BT to give me an explanation, regardless of what the situation is.

 

I don't think it should be up to me to contact Sky to find out why an order I placed with BT is delayed. I'm not an arbitrator between them.

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Distinguished Sage
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Message 4 of 9

Re: BT Infinity failed activation. When can I expect some progress?

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There have been a few similar posts to yours recently and they have all been moves from Sky to BT it seems to me they are trying to delay moves to other providers (that is a personal feeling )
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phalanx71
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Message 5 of 9

Re: BT Infinity failed activation. When can I expect some progress?

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I just looked through the transcript of the online chat I had with customer services last Tuesday, and the only thing that came out of that was that the problem was "Some Line Items Failed".

 

There was no further explanation than that, as the help rep was just reading it off a screen. Unfortunately, that still gives me no clue as to whether it's a short job, long job, short delay, long delay, change a few components, or dig up the entire village etc.

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Distinguished Sage
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Message 6 of 9

Re: BT Infinity failed activation. When can I expect some progress?

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Sounds like a possible delay on releasing the line that is why your sky broadband is still working
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phalanx71
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Message 7 of 9

Re: BT Infinity failed activation. When can I expect some progress?

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It looks like you may have been right, John.

 

Got an email from Sky yesterday, confirming that my broadband service with them will end on 11th Sept. This morning I log into my BT account and see that I now have a new activation date of... 11th Sept!

 

So, it seems that Sky were holding up the process. I just wish that BT had informed me of that in the first place, so that I had some idea of the situation. I only ended up with Sky as they bought out my O2 account, as I'm not a big Sky fan either, and wouldn't have dealt with them otherwise.

 

I must admit, I still think that it's poor service from both Sky and BT, since I placed the order with BT on 26th July, yet it's 11th September before they can make the switch. It means that Sky still get another month's payment out of me, whilst I presume that BT will still charge me for my new package from the original 10th August date. These big companies sqaubble amongst themselves, whilst the consumer has to suffer the cost and inconvenience.

 

Now I'm just waiting for 11th September, to see if everything goes to plan, as I'm taking nothing for granted with these two involved. Fingers crossed...

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Distinguished Sage
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Message 8 of 9

Re: BT Infinity failed activation. When can I expect some progress?

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you should be charged from when your service goes live not before
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phalanx71
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Message 9 of 9

Re: BT Infinity failed activation. When can I expect some progress?

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Just to close this thread...

 

BT Infinity went live on 11th September. One month late, but it does seems that it was Sky who were holding things up. Still, I wish BT had informed me of this fact, instead of the vague message that I got.

 

Case closed.

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