Dispatch delay

[Kcjoe2512]

I transferred to BT from Sky, thinking BT would be better when I moved house…how wrong I was. I placed an order prior to moving, so that it would be active just after I moved. (I WFH). Openreach cancelled the order as the previous owners had taken the ONT power cable, so the line didn’t appear to work when tested. I explained this to BT. They then had to re order for me, which delayed activation by another 5 days. My line was activated on 6th March and you still haven’t dispatched the hub! It’s now the 14th and it still hasn’t been dispatched. I also can’t book an engineer appt to bring me a new power cable until I have the hub! I was sent a mini hub to tide me over but that’s all very well, unless you have rubbish phone signal. I WFH, have children who need to do homework online and I’m also in the middle of an online course! Completely unacceptable and you can’t give me a reason for the delay.

[Manatarms84]

This is a customer to customer forum so no one here will be able to tell you why and the mods no longer have account access.  I would contact BT and ask the question and if needed open a complaint but equipment normally comes faster than that based on my order for something.  Deffo worth having someone at BT take a 2nd look

[gg30340]

@Manatarms84 

The present moderators do not have account access because during the re structure of EE taking over BT the "old" moderators who were BT customer service employees, who had access to the BT accounts system, were paid off or moved to a different department.

They were replaced by EE customer service employees who only have access to the EE system with no need for BT account access because the BT forum is/was no doubt going to be closed down as every body would be EE customers and use the EE. Forum.

[Katie_B]

Good afternoon @Kcjoe2512. 

Thanks so much for coming here. 

Unfortunately, we have no account access here on the community.

When was the last time you got an update on your hub?

Katie

[Kcjoe2512]

Yes, I understand that no one can help me. I just wanted to have a moan, and see if anyone else has had a a delay recently. I last heard from them on 6th when I rang to chase. I was just told “there’s a delay” and they couldn’t tell me why 

[Kcjoe2512]

So I rang again on Saturday. Spoke to a lady who knew what she was talking about. Turns out that the bloke who did the order, ordered an old smart hub, that’s why they haven’t dispatched it… the second bloke I spoke to to chase also didn’t notice. The lady noticed straight away. She ordered a smart hub 2 and booked the engineer appt and it’s been dispatched first thing this morning. She has raised another complaint. Talk about incompetence before I spoke to the lady! Hopefully I’ll be up and running by the end of the week