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Cp4
Aspiring Contributor
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Message 1 of 16

Ongoing issues trying to get broadband

Not sure if anyone can help, moved into a house with existing phone line. 

I have been trying to Get broadband connected for the last 6 weeks and am now at my wits end. I am fobbed off on a near daily basis by very nice BT customer service people. 
But all I get is further updates further days apart. A complaint has been raised for all the good that did!! In fact that has made no difference at all. The problem lies with Openreach apparently but no one can ever talk to them. Thank 

People promise to phone back and never do, I occasionally get a ‘no reply’ text. Then I have to hang on for at least an hour on most occasions to get further updates.

Has anyone got any help or advice they can offer? I have 2 exams to take and have struggled to study for them with no internet.

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15 REPLIES 15
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 16

Re: Ongoing issues trying to get broadband

@Cp4 

If there is an existing working phone line, then that would belong to another account holder, so unless they agree to have the line taken over, there is not much you can do, as you cannot transfer an account from one person to another.

Do you know who is paying for the phone line? Is there dial tone on it?

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Cp4
Aspiring Contributor
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Message 3 of 16

Re: Ongoing issues trying to get broadband

The phone line is fine and I have taken over payment for it. My issue is one of broadband and getting that up and running. Its been 6 or 7 weeks of false promises and still no broadband

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 4 of 16

Re: Ongoing issues trying to get broadband


@Cp4 wrote:

The phone line is fine and I have taken over payment for it. My issue is one of broadband and getting that up and running. Its been 6 or 7 weeks of false promises and still no broadband


So have you are now the account holder, and have been issues with a new phone number from BT Retail, is that correct?

 

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Cp4
Aspiring Contributor
471 Views
Message 5 of 16

Re: Ongoing issues trying to get broadband

Hello
My issue is with getting broadband activated, with Openreach seeming to be the problem.
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Cp4
Aspiring Contributor
470 Views
Message 6 of 16

Re: Ongoing issues trying to get broadband

Yes I am the account holder and have been for nearly 2 months
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 7 of 16

Re: Ongoing issues trying to get broadband

Enter your phone number into this form and display the results here, but edit out your phone number before you post the results.

https://www.broadbandchecker.btwholesale.com/#/ADSL

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Cp4
Aspiring Contributor
443 Views
Message 8 of 16

Re: Struggling to get landline and broadband activated

Thank you so much. BR are really nice and say all the right things, but it’s never resolved and no one seems to know what the problem is
Cx
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 9 of 16

Re: Ongoing issues trying to get broadband


@Cp4 wrote:
Thank you so much. BR are really nice and say all the right things, but it’s never resolved and no one seems to know what the problem is
Cx

If you want help, then please provide the information requested and please keep to this thread. Thanks.

Enter your phone number into this form and display the results here, but edit out your phone number before you post the results.

https://www.broadbandchecker.btwholesale.com/#/ADSL

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Cp4
Aspiring Contributor
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Message 10 of 16

Re: Ongoing issues trying to get broadband

Exchange HARLESTON is served by Cabinet 2
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean) Cp4_0-1612183117543.gif
VDSL Range B (Impacted) Cp4_1-1612183117544.gif
80612016.555AvailableAvailable--
8055.22014.445AvailableAvailable--
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand
33030--Available--
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed RateBET
Up to 9--7.5 to 10.5AvailableAvailable--
Up to 9Up to 17.5 to 10.5AvailableAvailable--
Up to 6--5 to 7AvailableAvailable--
2----AvailableAvailable--
2----Available----
Up to 2----Available----
Other Offerings Availability DateVDSL MulticastADSL Multicast
Available
Available
Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date
U
--
--
--
Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction
N
N
Y

The premise/line is associated with exchange which is NOT part of current fibre priority programme.

The premise/line is associated with exchange where WLR is not withdrawn.

The premise/line is associated with exchange where SOADSL service is restricted.

 

 

FTTP is not available.

 

 

 

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

 

 

 

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 31 Oct 2013. The Formal Retirement date for IPstream is from 30 Jun 2014.

 

 

 

 

 

 

 

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, dow

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