Delayed activation

[Goonerpaul]

So my broadband was supposed to be activated on Tuesday 22/2 but doesn’t look like it’s been done.  

looking at the order status it shows the following message.  I would like to understand why it’s not been done and when it’s likely to get sorted.

Internet is a vital service used just like any other utility these days. My 4 year old is missing Disney+ and I’m missing the internet as having moved I need to update my address on a million things.

We're sorry your broadband isn't working yet

We've got a specialist team working on it and we'll let you know as soon as we have more news. Thanks for your patience.

[Keith_Beddoe]

@Goonerpaul 

Possibly a capacity issue on the Openreach network?

What broadband package did you order, and did you move into a new house, and there was no existing connection?

[Goonerpaul]

Hi, thanks for the message we moved in on Tuesday, previous owners had broadband I think it was fibre 2 that was ordered

[Keith_Beddoe]

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@Goonerpaul wrote:

Hi, thanks for the message we moved in on Tuesday, previous owners had broadband I think it was fibre 2 that was ordered

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It could be caused by the last owners cancelling their service, instead of allowing you to take over their line, as that would cause a delay as there would be a pending cease on the line.

Or it could be that there are no spare connections in the cabinet.

Use the address checker on the page below, and post the results, but edit out your address details first before you post the information.

https://www.broadbandchecker.btwholesale.com/#/ADSL

See if it shows "waiting list" on the VDSL status line.

[Goonerpaul]

Hi thanks for the reply, I don’t have a phone number (only ordered broadband) or any of the other details  so had to go by address.

Incidentally it doesn’t show the street name etc 

 

[Keith_Beddoe · Accepted solution]

@Goonerpaul 

Its possible there is a pending cease, which can happen if the last owners cancelled their service. Until that cease is closed off, Openreach would not be able to provide service for BT Retail.

[Goonerpaul]

Oh I see I suspect that’s probably the case then! 

[Keith_Beddoe]

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@Goonerpaul wrote:

Oh I see I suspect that’s probably the case then! 

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The previous owners should have received notification that someone wanted to take over their line. People often get concerned, and cancel the takeover, thinking they may lose service.

Instead they simply arrange to cease their service on the day they move out. This causes a delay for the incoming owner`s connection, as the cease has to be done first, and that can take up to 10 days to close off.

Please post back here if the situation does not get resolved.