Connection date for broadband

[Dundeedolly]

Hi there

I just found out my mother an existing bt landline  customer  had a bad fall and decided to upgrade with wifi because of mobility restrictions and for emergency welfare team 

Her upgrade cost an extra £49 which was paid 4days ago and today her now tv + broadband was delivered today service will not go live until 4th of jan 2024 , 

At no point were we told this, and if you check these corresponding emails will you find we were informed of those details

My mother is an elderly lady whom recently broke her hip, i needed this service as an emergency , i have paid carers to come in over xmas, and i bought a tablet for live calling , i am due to return back to london on the 23rd and i never would have encouraged my mother to pay for this service in advance had we been informed of they delay in going live

Im fkn furious,

She had a new 5c point installed in the summer due to her old port being obsolete

Im no stephen hawkins but surely this can be done remotely without an engineer especially if the lines have been tested and upgraded ?

We could have got sky glass and been live within 24 hrs

[Keith_Beddoe]

@Dundeedolly 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators

Try calling 0330 1234 150

You mentioned NowTV, are you sure its not them that you have placed the upgrade order with?

This is a BT Retail customer forum, and nothing to do with NowTV.

[Dundeedolly]

I did and emailed them, but email add is not in use, sorry i thot i was posting on a forum about issues with bt in the hope this can get resolved even live chat couldnt answer or resolve

[Dundeedolly]

Bt broadband issues

[Keith_Beddoe]

Its Openreach that provide the network for lots of providers including Sky, and are very busy at this time of the year.

The date you were given would be the first date that Openreach have available.

There is more work to provide service that may first appear, and even during less busy times, it can take 10 working days to provide service.

[Dundeedolly]

Thank you

As the sales team checked our hardware we were told after a self install we would be live

No connection date was mentioned

[Keith_Beddoe]

The activation date is normally shown on the order confirmation email.

Owing to the pending holiday period, the 4th January 2024 would seem about right.

Her phone service will be provided using BT Digital Voice, so when service goes live, her phone will need to be plugged into the socket on the back of the BT Smart Hub 2, and not her wall socket.