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Message 11 of 22

Re: BT have cut off my internet at new address.

As the email mentioned the old address it’s not likely that it has anything to do with your service being stopped at the new address, it’s only the date that’s coincidental.

How did the service at the new address get provided ( even though it only worked for a short time ) , was it a takeover of the previous occupants service , so no visit , you were simply advised to plug the equipment into an existing socket , or was it a ‘proper’ install , so engineer visit on the appointment date ?

If it were a takeover , then it’s possible that the service you have been using for the  last few days was actually the previous occupants  service,  and in the same way your old service ( for your old address ) was programmed to end 24th  , the previous occupants of this new address, their service may have also been programmed to end on the same day ….obviously it’s of no consolation though , as your new service was still were not correctly provided .

If it were a full installation, or you were bringing the phone number with you from the old address and the phone number worked for the few days you had service , then it’s not going to be the previous occupants service you were using , but the service going off may still have nothing to do with the email .

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Message 12 of 22

Re: BT have cut off my internet at new address.

I had an engineer come on the 8th, he came and setup inside then he went up the pole behind the house and to a box further away, my phone still hasn't been connected and is showing the old number on the BT app, it's a different area code here and the phone doesn't work plugged into the hub, I was hoping for some information from BT but nothing at all. The new place has been empty for months as the previous tenant died. My ex is at the old address and has EE broadband now. I can't work this out at all.

Thank you for your reply and Merry Christmas.

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1,132 Views
Message 13 of 22

Re: BT have cut off my internet at new address.

@Ch84  when you moved into your new address, did BT send you an email to confirm your services are now live and ready to use?

The other explanation is the provision on the 8th was never marked as completed, it happens when KCI3 isn't received, the order times out and the active service ends.

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Message 14 of 22

Re: BT have cut off my internet at new address.

No, but I got this email later that day after being connected:

Hello, BT here. We've sent your order for a survey to understand what work is needed to connect you. You don't need to do anything and we'll be in touch with an update once this has been completed. You can track your order at bt.com/mybtordertracking. Please have your reference number to hand.

Then no follow up.

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Message 15 of 22

Re: BT have cut off my internet at new address.

It sounds like you were using an existing connection, and your service has not yet been activated. 

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Message 16 of 22

Re: BT have cut off my internet at new address.

The engineer tested the line and said sometimes it's as simple as plugging in the hub, there was no connection.

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Message 17 of 22

Re: BT have cut off my internet at new address.


@Ch84wrote:

No, but I got this email later that day after being connected:

Hello, BT here. We've sent your order for a survey to understand what work is needed to connect you. You don't need to do anything and we'll be in touch with an update once this has been completed. You can track your order at bt.com/mybtordertracking. Please have your reference number to hand.

Then no follow up.


Which does seem to confirm my thoughts on the reason your service ended, it's possible you were using your connection rather than the previous occupant, then because either Openreach never passed KCI3 to BTWholesale or BTWholesale never passed it to BT, the order timed out and the connection ceased.

Ring BT tomorrow morning, speak with the connections/early life team, they can see if your order was marked completed with suppliers, chances are it will need another order to provide your service correctly, with luck hopefully a supplier will confess to the error and offer an expedite, either way the only team you need are the connections/early life team.

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Message 18 of 22

Re: BT have cut off my internet at new address.

That makes sense. Thank you for taking the time to work out and explain it. You've really put my mind at ease, I thought I had done something myself without realising it. Merry Christmas and hope you have a wonderful night.

1,013 Views
Message 19 of 22

Re: BT have cut off my internet at new address.

Hi @Ch84,

I am sorry for all of the problems that you've had with your connection.

Did you call in and speak with us today? Is anyone helping you?

Thank you

DanielS

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1,012 Views
Message 20 of 22

Re: BT have cut off my internet at new address.

Hi Daniel, the helpline is closed till tomorrow.

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