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Ihu
Beginner
296 Views
Message 1 of 9

Broadband activation issues and poor customer service

We were with sky and switched to BT and we have been informed by that our broadband will be on the 4th of December. Our broadband has been cut off and we have been calling since the 4th everyday and all we are told is “wait until mid night” and nothing happened. We’ve spent hours on the phone and each time we’ve been given many reasons for failure to deliver our broadband.

We work from home and need our broadband to be working asap. The call centre staff keep telling us they will put in a complaint everyday but it’s useless if there’s no solution in sight. They blame open reach but it’s not our problem as our internet was working perfectly before we switched and we would cancel our contract if no one from BT can resolve this issue.

To be honest the customer service is very poor and all we get is we’ll raise a complaint!
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8 REPLIES 8
Distinguished Sage
Distinguished Sage
272 Views
Message 2 of 9

Re: Broadband activation issues and poor customer service

There are numerous posts like yours and the thing in common is the customer is switching from SKY to Bt and it is unclear whether the problem lies with sky or bt. However switches from other ISPs don't appear to have the same problems

it appears you intend to use a residential line for business



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Distinguished Sage
Distinguished Sage
270 Views
Message 3 of 9

Re: Broadband activation issues and poor customer service

Is your BT retail phone line working yet?

Were you on Sky Fibre, or just normal broadband, as that makes a difference?

I assume you are just a homeworker, and not running a business?

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Ihu
Beginner
248 Views
Message 4 of 9

Re: Broadband activation issues and poor customer service

We have flexible working hours so we both work from home at least twice a week. We are not running a business.

Having said that the issue is not what we are using the broadband for but failing to provide a service we’ve paid for and not giving us any decent answer or plan to rectify the issue.

Three times today we’ve been on the phone for over 30 minutes on each occasion and got three different answers from your call centre staff...one used the old line “ wait until midnight” , the other “ the other person in your property did something” we lived here for 5 years so, “ next excuse “ Open reach has a broken part”.....all three excuses in one night. No clarity on the challenge faced or potentially providing a solution. They promise to call back and never do.

I found this page while searching for alternative ways of getting our case heard and something done and if your like to get our details you can provide a contact and I’ll send them over ASAP.

Thanks
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Distinguished Sage
Distinguished Sage
246 Views
Message 5 of 9

Re: Broadband activation issues and poor customer service

This is only a customer to customer help forum which is moderated by BT, its not a direct method of contacting BT. People posting on here, are just BT customers trying to help.

Can you please confirm whether your phone line has been transferred over, as that has to be done before any broadband can be provided.

 

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Ihu
Beginner
245 Views
Message 6 of 9

Re: Broadband activation issues and poor customer service

Not sure anymore what we had with sky.

The phone line is working perfectly

Thanks
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Distinguished Sage
Distinguished Sage
235 Views
Message 7 of 9

Re: Broadband activation issues and poor customer service


@Ihu wrote:
Not sure anymore what we had with sky.

The phone line is working perfectly

Thanks

Sky are an LLU (Local Line Unbundling) provider, and just rent a pair of wires from Openreach. If you were on normal non-fibre broadband, then you would have been connected to the Sky equipment in the exchange, and the process is more involved, which is why I asked.

 

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Ihu
Beginner
226 Views
Message 8 of 9

Re: Broadband activation issues and poor customer service

Well if that’s the case it’s better to get a clear answer from BT on what the issue is than giving us 3 different answers in a day and no solution in sight.

I really don’t know what to do next
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Distinguished Sage
Distinguished Sage
217 Views
Message 9 of 9

Re: Broadband activation issues and poor customer service


@Ihu wrote:
Well if that’s the case it’s better to get a clear answer from BT on what the issue is than giving us 3 different answers in a day and no solution in sight.

I really don’t know what to do next

How long ago was your phone line activated?

As the phone line is working, then there is nothing wrong with the external network, so it may be simply a case of waiting until Openreach make the changeover in the cabinet.

BT Retail do not get any preferential treatment from Openreach, who tend to be very busy at this time of the year.

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