Problems unsolved with installation

[Victor1]

Has anybody else been offered "upgrades" promised verbally and by e-mail, that an engineer will come to your home, do the installation, test all the equipment until you're ready to go and you don't get the service and end up chasing agents on the phone trying to find a solution?

I, unfortunately, upgraded my wifi and telephone service to digital telephone and full broadband 900 something like that. And now, instead of 1 hub I got a Hub, a disc and an EE device all needing energy power etc. 

The engineer came, installed the cables, left the hub in orange colour and said, all you have to do is restart it and will be ready to go. And this is my second wasted day screaming for a solution and trying to find answers of what's going on. The agents on the phone/chat have tried everything and now they're going to send me a new hub or another "brilliant" engineer to make me feel worse as all in BT think that all customers are technicians or IT experts.

[RobbieMac]

Hi @Victor1

Welcome to the BT Community and thank you for your post!

I am sorry for the problems with your upgrade order.  From the sounds of what you've posted - you've been upgraded to Full Fibre 900 with Digital Voice on Halo 3+.  This package consists of the Hub, a Complete Wi-fi disc to give you wall to wall Wi-fi coverage in your home, and the Hybrid Connect device.  If your broadband was ever to go down, the Hybrid Connect device is there to keep you connected until your broadband is back up and running.

I am disappointed to see that the engineer wasn't able to get everything set up and working before they left.  We will be able to pick this up and manage everything until the service is working.  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

[Arteman]

Similar problem

Stable connection on Full Fibre 500 with BT Halo 3+ - Complete Wi-Fi  -  decided to add Digital Voice

After a series of   " misplaced " and repeat orders  I got an upgrade to Full Fibre 900 ( which is running beautifully and is stable )  multiple confirmations of my  Full Fibre 900 with BT Halo 3+ - Complete Wi-Fi,  finally an contractor visit  who was supposed to bring with him a Digital Voivce Adapter and to resolve a problem of inabilty to access the BT Community  and an inabilty to acces BT Chat help

He arrived withou the adapter - as he walked through the door I recieved an email to say tha adapter was being processed at the awarehouse.. I now have the adapter

He " noted  " but could not resolve the  inabilty to access the BT Community  and an inabilty to acces BT Chat help

The orders are all  now shown as complete

I solved the Community access by clearing all my BT cookies

Stilll no Digital Voice and adapter will not pair ( I have been told it will not until Digital  Voice has ben enabled on broadband - currently waiting for 3rd activation  date ( all verbal only and deferred with each order ) currently October11

Somwhat frustrated - I have sent hard copy explanation to Consumer Sevices at Sheffield - the email address on the bt.com website bounces back as closed and refers me to the telephone help which I have exhausted or Chat which returns  " Fatal Error  Access Denied   Reason: Client address is not authorised. (xxx. xxx.xxx.xx ) even though this is the IP6 addrress returned by my Smarthub 2

Frustrated