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avinashkadkol
Beginner
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Message 1 of 9

Struggle to get Fibre connection activated

My connection was supposed to go live on Feb 27th and BT still struggling to get me going, latest is it's with cease management team who work offline and cannot be contacted. Apparently, my line has to be ceased and re-provided.I am not sure what that means nor i am aware of typical SLA.

I am knocked off internet completely and severely impacted both personally and professionally.

Any help or info would be appreciated.

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8 REPLIES 8
Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: Struggle to get Fibre connection activated

Welcome to this user forum.

You mentioned you were offline professionally, are you a business user?

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avinashkadkol
Beginner
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Message 3 of 9

Re: Struggle to get Fibre connection activated

I am unable to connect from home as I don’t have internet.. I am not a business user , but I have option to work from home on need basis.

Thanks
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Distinguished Sage
Distinguished Sage
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Message 4 of 9

Re: Struggle to get Fibre connection activated

There is no SLA as such, for residential broadband, but you can clain for a delayed connection.

http://bt.custhelp.com/app/answers/detail/a_id/9394/%7E/customer-service-guarantee

Is your BT Retail phone line working yet?

Openreach may be having a problem providing the connection.

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avinashkadkol
Beginner
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Message 5 of 9

Re: Struggle to get Fibre connection activated

Phone line has been working absolutely without any issues.

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Distinguished Sage
Distinguished Sage
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Message 6 of 9

Re: Struggle to get Fibre connection activated

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.

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Moderator
Moderator
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Message 7 of 9

Re: Struggle to get Fibre connection activated

Hi @avinashkadkol,

I am sorry to see that we haven't been able to get you online yet. I'd like our team to help you. I've sent you a private message with some information on how you can contact us.

Thanks

DanielS

Community ModeratorDannyS
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Moderator
Moderator
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Message 8 of 9

Re: Struggle to get Fibre connection activated

Hi @avinashkadkol,

I gave you're mobile number a quick call, I'm sorry I didn't get speaking to you. The Wholesale Escalation Team have got back to me, unfortunately they're not able to bring forward the activation date of the 26th of March. 

Please once again accept my apology for the delay. I'll follow up with you again on the 27th to make sure the service is working okay.

Thanks

PaddyB

Community ModeratorPaddyB
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avinashkadkol
Beginner
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Message 9 of 9

Re: Struggle to get Fibre connection activated

Hi PaddyB,
Sorry to have missed the call.

But it’s extremely disappointing to learn on the expedited request not being honoured.

Can’t believe the case can’t be expedited even after delay of close to month of original activation date..

Definitely not the service that I expected from BT after customer being charged premium prices compared to competitors.

Thanks.Avi
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