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Infinity898
Beginner
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Message 1 of 11

Incompetent- months and now we have no internet or phone

We have been trying to get fibre for months now, the third appointment was scheduled for Monday and we were reassured we would have no loss of internet and in their words would not take over the connection until fibre was installed.  Last night our connection went down and our phone wouldn’t work.  EE confirmed BT took it over. Now we are being told it will be 5 days to turn it on or wait until Monday and hope they actually install the fibre. Anyone know any way to get internet when BT have switched off our line? 

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Anonymous
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Message 2 of 11

Re: Incompetent- months and now we have no internet or phone

As a temporary measure, make your mobile phone a mobile hotspot, it won't be great but it will be better than nothing and it won't cost you anything as long as you stay within your data allowance

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Keith_Beddoe
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Message 3 of 11

Re: Incompetent- months and now we have no internet or phone

@Infinity898 

It depends on what you ordered. If its FTTP (Fibre To The Premises), then there would not be a clean changeover.

If you ordered FTTC (Fibre To The Cabinet), and its coming in down your phone line, then it would depend on how long it takes for Openreach to connect your line through the cabinet. They cannot do that until the phone line has been activated, and that job may still be pending.

Did you have FTTC with EE?

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Infinity898
Beginner
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Message 4 of 11

Re: Incompetent- months and now we have no internet or phone

Thanks, I plan to do that but our signal isn’t great in the house so I was hoping there would be another option.
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Infinity898
Beginner
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Message 5 of 11

Re: Incompetent- months and now we have no internet or phone

We had FTTC with EE and ordered FTTP with BT as we are working at home, they said there would be no interruption in service.
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Anonymous
Not applicable
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Message 6 of 11

Re: Incompetent- months and now we have no internet or phone

I suppose you could ring BT and try to get BT Wi-Fi free in lieu of your installation but that would depend upon there being a decent BT Wi-Fi signal in your area, can you see one listed in the list of wireless networks on your PC or laptop (left click the internet icon in your system tray)

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Keith_Beddoe
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Message 7 of 11

Re: Incompetent- months and now we have no internet or phone


@Infinity898 wrote:
We had FTTC with EE and ordered FTTP with BT as we are working at home, they said there would be no interruption in service.

That is not possible, as they are totally different products. Only if they were both FTTC, would there be no, or a very short interruption in service.

Have Openreach fitted the ONT (Optical Network Terminal) yet?

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If not, have they already run the fibre cable ready for it to be fitted?

Did you opt for the BT Digital Voice service where the phone service is delivered via the Internet?

Have you received the BT Smart Hub 2 yet?

 

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Infinity898
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Message 8 of 11

Re: Incompetent- months and now we have no internet or phone

Unfortunately there is no free wi fi near us.
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Infinity898
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Message 9 of 11

Re: Incompetent- months and now we have no internet or phone

Open reach was to install several weeks ago, they turned up and couldn’t do the job as they have the right equipment. The second time they were to come they didn’t show up, on enquiring a job ran late so they could come. Finally they are to come on Monday 7th when they will install the fibre line but last night our phone and internet went out.  EE said BT took over.  BT acknowledge our line is down but don’t know why as they apparently didn’t initiate it as we haven’t got the fibre line yet.  Yes we did opt for the digital service and the BT equipment arrived a few weeks ago when they were originally meant to install the fibre line.  

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Keith_Beddoe
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Message 10 of 11

Re: Incompetent- months and now we have no internet or phone

BT would have informed EE that they were taking over your Internet service on a specific day. EE would have ceased the service on that day. That would have most likely been yesterday, ready for BT to take over the connection on Monday.

As the network configuration would have now been ceased, I cannot see how it could be reconnected, as your service with EE would have ended. Whoever you spoke to at BT, did not understand what was going on.

Normally BT would have loaned you a 4G mobile hub, but if you do not have a mobile signal, that is not going to work.

All you can do is to hope that Openreach can give you service on Monday.

The digital phone service needs the Smart Hub 2 for it to work, and that would of course need a connection to a working ONT.

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