Fibre 100 re activation

[Chris991]

Hi,

I have stayed in same house for 8 years, 2 years ago we had fibre cable into house installed and used my wife's name as account holder. She has decided to move so I contacted Bt as her contract was coming to an end. I informed them that I would take over the line, changeover date was 29th January, her contract finishes and mines starts on same day. I received new tv box and wifi hub registered in my name. All good so far!! So 2 days before the changeover I'm informed that my contract has been cancelled and I will have to start a new contract, send both new boxes back and wait for new ones. On the phone I explicitly said that the broadband network has to stay live as I work from home, this was confirmed 100% that it would stay live until my new takeover date. Low and behold punctually on the 29th January its switched off. I ofcourse contacted bt to be told there is nothing that can be done and I shall have to wait till 19th February for it to be turned on again. Surely there must be a quicker way of turning on a fibre network???

I've read that if someone has an outstanding payment to make and rectifies this the broadband is turned on same day...

Ps I am absolutely livid, I've been promised 2 call backs from complaints department and have not heard a peep.

Any suggestions oh wise people.

[Keith_Beddoe]

@Chris991 

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

When you say fibre cable, do you mean a full optical fibre connection with an ONT on the end, or a copper FTTC connection with a home hub on the end?

[Chris991]

Hi

It's the full optical fibre, put through ducting 2 years ago.

[imjolly]

You cannot takeover the account in your wife's name but have to setup a new contract in your own name and probably reason your connection ceased when your wife contract ended.

[Keith_Beddoe]

@Chris991 

Did she ring up BT to cancel her contract?

If she did, then there would be a pending cease on the service, and that can take 10 days to be closed. That would prevent anyone taking over the service, and any order placed, would be cancelled.

[Chris991]

Does it take 2 weeks to switch on again?

[Keith_Beddoe]

If there is a pending cease, then yes. Either way its not simply a case of turning it on again, its a cease and re-provide, with a new network routing associated with your account, and not your wife`s. Its a totally new circuit.

[Chris991]

Ahh ok...thanks