I placed an order for a phoneline and fibre broadband back in early January for a new build home. My initial activation date was the 3rd Feb, but I've had delay after delay since then. Every update I get is simply that I will be updated again later. I'ts incredibly hard to get any useful information but so far I've been told that there was ongoing ducting work that was holding up the order, then a few weeks ago I was told I'd be connected on the 8th March, then after that I was told there was still ongoing work that would be completed by the 10th, BT would be updated on the 13th, and I'd be updated (and connected) by today. I've just been in a live chat to try and get another update and I've now been told that the supplier has written to the council to request a road closure to do work on the line, but the kicker being that they still haven't determined *if* the work needs to be done yet. Why it's taken 2 and a half months for them to even think about wether the work needs done or not is beyond me. My latest update is I will get another update on the 18th.
As far as I can see, my neighbours have had no issues getting connected (there are certainly a few BT hubs showing when I scan for wifi), and the site manager told me no one had reported any issues. In fact when we viewed the house before completion, openreach had already been and installed the master socket, so I'm finding it quite hard to understand what the issue with my line specifically is.
To say I'm frustrated is an understatement. I've already raised a complaint but feel like I'm going in circles, and this is costing a fortune in data as both my wife and I need an internet connection so are having to tether to our phones constantly. Can anyone shed any light on what's actually going on here because I'm getting sick of going in circles and getting nowhere with these updates.
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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
Hi @mrt1981 Sorry you are being told conflicting stories about the delay in getting connected.
We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.
I gave your mobile number a quick call, I'm sorry I didn't get speaking to you today.
I've been chasing your order with Openreach, unfortunately the order is still in delay. They advised that traffic management is needed and there is a site survey that is due to happen next week. The have told me that the expect an update on the 5th of April.
I'm sorry I don't have better news for you at the moment. I'll be back in touch on the 6th as soon as I have an update from Openreach.