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Beginner
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Message 1 of 22

Ordered broadband on 29th September still no service!!

I ordered Fibre 250 on the 29th of September, received my new hub in the post and plugged it on on the 28th October when my other provide stopped. To my surprise no broadband, called and was told the order had been cancelled at BT end so it was re ordered and I was given Monday 2nd Nov. as a new date. Called back on Thursday to check to be told it was cancelled again.....long story short.....4 cancelled orders.... 5 hours (no joke) on the phone......new date for Wi-fi connection 13th November!!!!!

I have no Wi-fi , I can’t work from home and with another lock down looming I have two teenagers sitting exams blended learning from home. I say this is a stressful situation would be an understatement.

I asked the 8th person I spoke to if there was any possibility of getting it any earlier considering I ordered this service on the 29th September or can I have a mini hub to get me through the next 2 weeks. The answer was..... 

“we only make you a priority if you need a care line..life or death situation”

”you only get a mini hub if you have a halo service and your Wi-fi is down for 24hrs”

Seriously, BT someone PLEASE help me...... I’ve done everything my side but I’m without a service through no fault of my own. 

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Distinguished Sage
Distinguished Sage
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Message 2 of 22

Re: Ordered broadband on 29th September still no service!!

@Furious77 

Welcome to this user forum. Your post here does not go to BT, but there are some BT moderators here who can help, if forum members cannot solve the problem.

Is your phone line working?

 

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Beginner
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Message 3 of 22

Re: Ordered broadband on 29th September still no service!!

Yes, phone line working
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Distinguished Sage
Distinguished Sage
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Message 4 of 22

Re: Ordered broadband on 29th September still no service!!


@Furious77 wrote:
Yes, phone line working

Please can you enter your phone number into this form and display the results, but please edit out your phone number before you post them.

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

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Distinguished Sage
Distinguished Sage
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Message 5 of 22

Re: Ordered broadband on 29th September still no service!!

Which ISP are you switching from?   Which service did you have FTTC ? Or FTTP?

enter your phone number and post results. Delete number

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



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Beginner
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Message 6 of 22

Re: Ordered broadband on 29th September still no service!!

I don’t have a phone to put into phone line to check number.
I received a text on the 2nd of October to confirm my line was active.
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Distinguished Sage
Distinguished Sage
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Message 7 of 22

Re: Ordered broadband on 29th September still no service!!

Which ISP are you switching from. Which service did you have FTTC or FTTP

so at present you don't know if your phone works or not which is needed if you are getting FTTC



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Distinguished Sage
Distinguished Sage
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Message 8 of 22

Re: Ordered broadband on 29th September still no service!!


@Furious77 wrote:
I don’t have a phone to put into phone line to check number.
I received a text on the 2nd of October to confirm my line was active.

You said earlier that your phone line was working.

Does that mean that you have never checked it?

Use the number that BT said it was going to be, it should be on your order confirmation.

Without that phone number, forum members will not be able to help.

You really need to plug in a phone, as there may be an issue with your wiring.

I assume you are getting a G.Fast connection, so it could be that its close to the line limit. Either way, Openreach would have to visit to change your master phone socket.

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Beginner
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Message 9 of 22

Re: Ordered broadband on 29th September still no service!!

Ok thanks for your help. 

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Beginner
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Message 10 of 22

Re: Ordered broadband on 29th September still no service!!

Sorry I not know what that means....ISP etc

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