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Aspiring Contributor
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Message 1 of 13

Why has it taken 6 attempts to activate Infinity and it is still not working?

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I've been waiting for 3 or 4 weeks now, and have had 6 attempts to "activate" my Infinity ~50mbps connection.  I am migrating from an existing ~30mbps Sky fibre connection that has been rock solid for several years now - I just want to migrate to higher speeds at a lower price than Sky was offering.

 

Why does this "activation"/migration from Sky keep failing so many times in a row?  

 

Whenever I contact support, they are very apologetic about it all and schedule another attempt at activation which comes and goes without working and without any explanations about why it did not, just more apologies and another activation.  The last time I was promised it would be activated within 48 hours as I had been transferred to a "specialist team" - 4 days later I am told again that I need to wait another 48 hours to activate it.

 

So far I have just left my existing Sky router + model hooked up and it has stayed connected throughout without a single hiccup in connection.   I've tried plugging the new BT box in several times on the day after the expected activation dates but I just get the orange flashing light then a solid orange which I believe indicates that it is not connected, so I stick the Sky one back in and I am back online with Sky.

 

Anyone got any ideas about what is going on and what I can do to get this escalated?  Starting to get a bit silly now!

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Distinguished Sage
Distinguished Sage
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Message 2 of 13

Re: Why has it taken 6 attempts to activate Infinity and it is still not working?

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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.

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Moderator
Moderator
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Message 3 of 13

Re: Why has it taken 6 attempts to activate Infinity and it is still not working?

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Hi @mattlondon

 

Thanks for posting and welcome to the community.

 

Sorry you've experiences so many problems trying to migrate your fibre connection to BT.

 

I can help with this. Send us in an email using the contact the forum mods link in my profile.

 

Thanks

 

Stuart

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Aspiring Contributor
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Message 4 of 13

Re: Why has it taken 6 attempts to activate Infinity and it is still not working?

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Ok up to 7 attempts now!   Again, apologies from the chat service, promises of just having to wait yet another 48 hours and nothing gets done.

 

Anyone know of how I can get this escalated past the people on the chat line?  They only ever seem tobe able to reschedule it, but clearly there is something else going on to cause this to continually fail that just simply trying again in another 48 hours is not solving?

 

 

 

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Distinguished Sage
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Message 5 of 13

Re: Why has it taken 6 attempts to activate Infinity and it is still not working?

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Have you taken up StuartH's offer of help he will be able to help you and take personal ownership of your problem until fully resolved an provide a single point of contact in the UK
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Contributor
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Message 6 of 13

Re: Why has it taken 6 attempts to activate Infinity and it is still not working?

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@mattlondon

 

Hey bud, i went through a similar issue (sky 30 up to bt 50) and a mod offered assistance, id highly advise u take it buddy. The mods in this forum are out of this world awsome and so much more efficient than the regular call centre script melons. 

 

Take the mod offer n i wish you all the best 😉

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Moderator
Moderator
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Message 7 of 13

Re: Why has it taken 6 attempts to activate Infinity and it is still not working?

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The mods in this forum are out of this world awsome 


@Shaneo1091 Stop it, you're making me blush Smiley Embarassed Smiley Very Happy

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Aspiring Contributor
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Message 8 of 13

Re: Why has it taken 6 attempts to activate Infinity and it is still not working?

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Yep thanks I contacted the StuartH.  So far I am still just contacting the help desk and going through the groundhog day of getting lots of apologies and then told to wait 48 hours.

 

Is it worth me just cancelling and forgetting about the whole thing?  It seems like no one has a clue *why* its not working and they are just blindly rescheduling it over and over and over again.  There is clearly something "wrong", but no one seems to be able to tell me what the problem is.  It is getting frustrating now - it has been over a month.

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Aspiring Contributor
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Message 9 of 13

Re: Why has it taken 6 attempts to activate Infinity and it is still not working?

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So I just got a phone call telling me BT have cancelled my order for me, then I got transferred to someone who was half-way through a conversation with what I presume was another customer (I could only hear the operator replying to them, not what they were saying), then about 30 seconds in the line cut off.

 

I am not filled with confidence!

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Distinguished Sage
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Message 10 of 13

Re: Why has it taken 6 attempts to activate Infinity and it is still not working?

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from now one please stop contacting the help desk just wait for the forum mod team to contact you contacting the helpdesk now is only going to cause more confusion and frustration to yourself