Broadband delays

[19shnoodler]

How long should it take to get broadband installed?

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Ordered mine 12th July. 6 weeks with 3 kids and no internet. 

[Keith_Beddoe]

@19shnoodler 

Welcome to this user forum for BT Residential phone and broadband customers.

Track your order by logging into MyBT.

https://my.bt.com/s/apps/appsorder/customer/index.html#/index?order_ref=&s_cid=con_FURL_myorder&s_ci...

You should see an estimated activation date.

[iniltous]

Is BT your provider ?.
Asking how long should it take is like asking how long is a piece of string, it depends on what’s required to provide service , as well as workloads etc ….if you have already been waiting over a month that suggests your address was not easy to service ( so not likely to be a workload issue ) and ‘extra’ work over and above an ‘ordinary’ provision is required, like footpath excavations for example.

[naylor2006]

Did you cancel your old service or have you moved somewhere with no existing service?

[19shnoodler]

All I get is an estimated engineer attendace and the date clocks-round from one day to the next. Previous resident had BT. During rennovations seems builders disconnected the cable from the house, so is hanging from pole outside. I rang BT they said this would be fixed last friday and someone would make a follow up call. Neither happened. Really fed up with the lack of communication. 

[Peter_W]

Good morning @19shnoodler 

Welcome to the BT Community!

I can totally appreciate you'll feel let down if you didn't get an update on this from our team when expected; have you heard anything further since yesterday?

If you're still awaiting an update, please give our customer care team a call, and I'm confident they can help keep you in the loop with what's happening.

Peter

[19shnoodler]

It was last week I spoke with BT on the phone. Nothing since. I'm not queueing for 20 minutes again to be told someone's coming on Tuesday, or whatever, to be left having to make another 30 minute call when they don't show up. It's been nearly two months. I'm sick of waiting in the dark with a wife and three kids whingeing at me constantly about when we're going to get our WiFi. At this point all I want is an address to return the equipment to so I can take my business elsewhere. 

[licquorice]

As the delay will be down to Openreach, it won't make any difference which provider you use unless an Alt Net provider is available to you.

[19shnoodler]

BT, as an ISP is responsible for dealing with Openreach. Just because BT isn't getting them to do the work doesn't mean another ISP won't. I've been quoted a time frame for Openreach to do the work and it hasn't happened. The available evidence is that BT are not paying attention to the situation, or doing anything to chase Openreach in the absence of prompting from me. A provider who was on the ball would have chased them  without prompting from me and informed me what's going on. Poor service is poor service, and as a new customer I am entitled to take that as a sign of things to come.