Fibre activation date not happened

[Andrea060275]

Fibre 100 order placed 31.12.23.  Install date and activation date 12.01.24.  Transfer from copper fibre 2 to full fibre 100 requested.  Cancel landline.  Easy???  I don't think so!.  Smart hub 2 arrived 11.01.24.  I connected this to existing BB prior to engineer visit.  Works fine.

Engineer installs ONT box.  Connects fibre cable from pole to house.  3 green lights on ONT box.  No Internet.  Engineer leaves saying it can take until midnight on the activation date for BB to work. 

Today 13.01.24.  No Internet.  Been all over BT.  One advisor says it's because I haven't sent my old equipment back.  I have 60 days to do this.  How is this anything to do with BB nor being activated.  Another says order not complete although it says complete on my BT app.   I have logged a complaint as I have nothing working.  Cannot work from home etc.   Advisor says the activation has not happened as order has been closed before activation so its stuck??  Says may take up to 2 days.  Says he will call Monday.  Is there any way I can actually get this resolved ASAP or am I now in a loop of a nightmare with BT being passed all over whilst not earning any money.  Please help someone

[Keith_Beddoe · Accepted solution]

@Andrea060275 

This is just a customer to customer help forum, everyone here, including myself, are just customers. Issues with fibre activation are very common.

The only BT Employees are the forum moderators.

You can ask BT to send out a 4G mini hub, which should arrive the next day, assuming you have 4G mobile coverage.

You will be entitled to automatic compensation.

https://www.bt.com/help/account-and-billing/automatic-compensation

You may need to speak to your employer to see if there is an alternative location you can work from.

[Andrea060275]

Hi Keith. This is really helpful. Do I need to contact them quoting my order or complaint ref

[Keith_Beddoe]

Either should do, but probably the order number may be better.

Generally, if BT expect a long delay before activation, then they would normally agree to loan you the 4G hub, which you have to return when your service has been activated.

The adviser should be able to look at your order and see what is causing the delay.

As a matter of interest, what lights are showing on the BT Smart Hub 2?

[Andrea060275]

Hi, continuous orange on router

[Andrea060275]

@Keith_Beddoe
I now have an engineer coming Monday and a 4g hub.
My worry is if the issue is with the order and not a install fault will the engineer sort this before he leaves

[Keith_Beddoe]

More likely a configuration issue, as the hub is not authenticating.