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Message 1 of 22

Activation delay again! - Any1 please help!!

Hi

 

Recently joined BT and had a activation date for Tuesday the 8th December, on the 8th flash purple all day and the following day.

Contacted bt and advised it wasn't connected on open reachs side and to wait til the 14th December for a new date as the ksi(Unsure of the name)

In the mean time they would send out a mini 4g hub and should  arrive on Saturday 12th but of course this was also delayed, advisors advised there is no 4g hubs left and this is the reason for the delay when ringing up monday.

So the solution to my WIFI delay is also delayed lol

Now today i have contacted BT who has advised me that the ksi, that should of generated our new activation date yesterday has been delayed again and will be on Friday 18th before we find out a new activation date.

This wouldnt of been so annoying as we have no signal in the property and unable to Work from home.

Trying to get through to connections with a 45 min wait to getting cut off before a customer advisor even enters your account is very annoying.

We don't need a engineer out to the property as the previous tenants had broadband with BT so should be a straight forward.

Between trying to get someone in customer service to own this issue and help us out is very annoying.

Anyone any ideas on what to do before I cancel, would of liked to get wifi before xmas but its looking very unlikely

 

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Message 2 of 22

Re: Activation delay again! - Any1 please help!!

does your phone work yet?



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Message 3 of 22

Re: Activation delay again! - Any1 please help!!

Thanks for getting back to me

 

No the phone isn't working yet

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Message 4 of 22

disgusting level of customer services - Broadband activation delayed three times now!!!

Can anyone please help, im so sick of BT disgusting level of customer service, from advisors hanging up, til call backs not made, manager escalations that go no where, 1 hour waits to speak to someone to be hung up on.

My broadband fibre activation was last Tuesday 8th, says it is activate but there's a issue on open reach's side due to not being processed, i have rang over the past 2 weeks trying to get through. 

Told multiple dates, no call backs, people hanging up with me.

my issue is pretty simple, im a digital voice customer with fibre broadband,  escalate this to open reach, a few advisors has done this and failed to do the correct form as I have been cc'd for some reason in the escalation forms and open reach are telling them to fill in the form correctly or they cant process it. 

I am honestly disgusted at BT and so angry, had to beg on the line for help the other day until i got through to the right department were i was told, "I have been passed around, no one has dealt with your issue, its pretty straight forward". Even then I belelieved this advisor who told me it would work today and has been processed, come today and its still not working.

 

anyone any numbers or contacts or advice on what to do?

I really need some help, need the wifi to Work from home.

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Message 5 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

Can you confirm that this is a fibre to the home service that you have ordered, with an Openreach modem installed in the property, or is it a normal fibre to the cabinet, and copper to the home, and your home hub plugs directly into the phone socket?

Why I ask, is that you mentioned Digital Voice, which is only being provided over a direct fibre connection (FTTP).

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Message 6 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

Hi Keith

 

thanks for getting back to me, its the bt broadband fibre 2 package with the digital voice option (think it was the only choice on screen i had). There was previous people in the house so we have the normal open reach socket where the router goes in.

Im not too sure if that answers your questions, but the routers plugged in and flashes purple, the digital phone can not connect as theres a message saying no internet connection.

 

EDIT: 

the socket we plug the router in says bt open reach on it and has the connection for the router and also the splitter for the phone and router.

We got the router connected, then wps join the digital phone to the router but that says no internect connection unable to make calls

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Message 7 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

Its rather odd, as Digital Voice is normally offered to people who have a direct fibre into the house.

As a matter of interest, have you tried plugging a normal landline phone into your phone socket, to see if there is dial tone on it, or any form of noise?

 

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Message 8 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

if it is broadband connected to the normal master socket then DV required SH2 and internet connection before your phone will work

Sorry but you just have to phone CS 0800800150 from mobile 



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Message 9 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

What does your master phone socket look like?

 

Keith_Beddoe_0-1577035081757.jpegKeith_Beddoe_1-1577035100602.jpeg

Does the home hub look like this one?

Capture.JPG

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Message 10 of 22

Re: disgusting level of customer services - Broadband activation delayed three times now!!!

yes im not too sure, it was the only option i could choose from when i put in the post code and signed up.

i havent yet, we have only moved in so havent got a old phone with that connection handy. 

im not too sure what to do, my course of action at the moment is trying to get through to digital voice, apparently they deal with the open orders who might be able to hurry open reach up. its very disheartening when your asking for help and your being passed alone. i doubt i will have this in before christmas, if so im going to cancel with BT. 

Its disgusting that no one is helping me when im begging for help

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