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Message 1 of 11

No equipment to track in Orders - installation tomorrow (20/12)

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Slightly concerned that I have had no updates on the equipment delivery on the 'Your Order Progress' section of my upgrade to Full Fibre Broadband (currently only states information about the various apps and the engineers visit). As I have had no text or email from any delivery provider I can only assume that the equipment won't be delivered in advance of the engineers arrival tomorrow morning.

Can the engineer still do the relevant work without the new hub (Smart Hub 2), and crucially, will I still have connection after the fact?

 

 

 

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Message 2 of 11

Re: No equipment to track in Orders - installation tomorrow (20/12)

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@ChrisSoall 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Its possible you may get some advice from one of the forum members.

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Message 3 of 11

Re: No equipment to track in Orders - installation tomorrow (20/12)

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Many thanks @Keith_Beddoe , to be honest I only reached out more of hope than expectation as I don't have the time to ring around and try and figure out what is going on. I'm sure it will all work out one way or another

 

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Message 4 of 11

Re: No equipment to track in Orders - installation tomorrow (20/12)

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@ChrisSoall 

If it does not get sorted tomorrow, then its possible one of the moderators could help, but they are very busy, and I cannot see much happening before the New Year.

Do you have an existing working BT Broadband connection?

If so, and the upgrade does not go to plan, then make sure Openreach do not sign it off as complete, otherwise your existing working service will be ceased, as others have already discovered.

 

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Message 5 of 11

Re: No equipment to track in Orders - installation tomorrow (20/12)

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Many thanks @Keith_Beddoe, that is really good to know. I do have an existing working BT Broadband Service, so I'll make sure to let Open Reach know if things don't work out.

Appreciate your assistance

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Message 6 of 11

Re: No equipment to track in Orders - installation tomorrow (20/12)

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what version of BT hub do you currently have?



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Message 7 of 11

Re: No equipment to track in Orders - installation tomorrow (20/12)

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@imjolly , I currently have a BT Smart Hub (I'm expecting a Smart Hub 2)

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Message 8 of 11

Re: No equipment to track in Orders - installation tomorrow (20/12)

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Have you asked for a phone service?

If not, then I think the Smart Hub may have WAN connection, but I am not sure.

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Message 9 of 11

Re: No equipment to track in Orders - installation tomorrow (20/12)

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@Keith_Beddoe, no, my landline service is ceasing tomorrow as we don't really use it

 

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Message 10 of 11

Re: No equipment to track in Orders - installation tomorrow (20/12)

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Does your home hub have a red WAN port, as I think there were two versions of that hub.

Otherwise you can use any suitable third party router, as you do not have Digital Voice.

Its also possible that the Openreach Field Technician will have a suitable router as well as the ONT.