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Message 1 of 15

Help Needed

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I have posted in here previously and understandable the post had to be removed.

Sadly I have had to come back to try and resolve this issue.

I am being moved from Digital Voice back to PSTN (I won't explain why).  The request/order was placed on 23/09/20 with an appointment date of 7/10/20.  I have contacted the relevent team twice by e-mail but I have had no reply.

To date the order/request remains open with these messages:

Sorry for the delay

Your order is taking longer than expected. We're working on it and we'll be in touch if there are any changes to your order. Thanks for your patience.

Coronavirus Order Information

We're doing everything we can to keep your order on track, but as our engineers aren't entering homes during the social distancing restrictions this may affect when we can complete your order. In most cases, our engineers will still be able to do all the work they need to without visiting you at home - but if they do need to visit you, we'll arrange another appointment after the lockdown restrictions have been lifted.

 
We're sorry your phone line and broadband aren't working yet

We've got a specialist team working on it and we'll let you know as soon as we have more news. Thanks for your patience.

Coronavirus Order Information

We're doing everything we can to keep your order on track, but as our engineers aren't entering homes during the social distancing restrictions this may affect when we can complete your order. In most cases, our engineers will still be able to do all the work they need to without visiting you at home - but if they do need to visit you, we'll arrange another appointment after the lockdown restrictions have been lifted.

I have had no updates from the other team and I am suck with the DV service and I am unable to move to another provider.

I have no idea when this will be resolved.

Can a moderator help?

Kind Regards
CJT80
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Message 2 of 15

Re: Help Needed

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Hi @CJT80, I'm really sorry your order has been delayed, I'll send you a private message in a moment so you can get in touch with the moderation team. We're really busy at the moment so it's taking us longer than we'd like to reply so if this is urgent you may want to speak with the orders team on 0800 800 150.

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Message 3 of 15

Re: Help Needed

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Good Evening @NeilO 

Really appreciate the message.

I have just re-checked My BT and the order shows it should be completed tomorrow 14/10/20, so I will leave it till tomorow (well I guess Thurs) and see what happens.  Fingers Crossed 

Kind Regards
CJT80
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Message 4 of 15

Re: Help Needed

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Good Afternoon @NeilO 

Sadly my latest update is not good!

Since 14/10/20 I have had no landline and no FTTC service.  Several calls to BT agents have resulted in my complaint now being escalated to a Case Handler (not sure when they are contacting me) and the issue being escalated to Openreach!  Apparently the order failed and that's why I have no service.  I have been going stir crazy ever since. 

Today I managed to get the 4G Mini Hub working but that's no match for my usual rock solid FTTC service.  Also it's causing issues with WFH.

Not sure if it's worth waiting for this Case Handler to get in touch, or send the info over to you.

Perhaps someone can let me know?

All I want is working internet, and the option to leave BT and move on.  

Kind Regards
CJT80
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Message 5 of 15

Re: Help Needed

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Hi @CJT80,

Thank you for posting back. I'm sorry you've been left without a telephone and Broadband service. @NeilO isn't in the office at the moment but if you send me your details, I'll be able to take a look at what is happening with your case?

Thanks,

Paddy

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Message 6 of 15

Re: Help Needed

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@PaddyB 

Thank you again, my details have been sent over 😀

Kind Regards
CJT80
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Message 7 of 15

Re: Help Needed

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Latest update from BT by text:

Hello, BT here. We're sorry - it's going to take us longer than we thought to fix your fault. This is because we have to do some more work. You don't need to do anything. We'll get your service up and running again as soon as we can. To find out how we're getting on, go to bt.com/faults or chat online with us at bt.com/chatdesk Thanks.

Last I was told the ‘fault’ had to be cancelled and reordered! So now I’m utterly confused and frankly fed up! 

Kind Regards
CJT80
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Message 8 of 15

Re: Help Needed

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Quick Update:

The Saga Continues - Had a call from somone at BT last night, told to cancel the existing order to move products and re-order, transferred to somone (no notes on account) - they looked into it (again!) and after speaking to the "suppliers" I was told it would be resolved in 24 hours (by midnight today!) 

We shall see!

Kind Regards
CJT80
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Message 9 of 15

Re: Help Needed

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The Saga - Part 2 (?)

The landline now appears to have sprung into life.  Just awaiting the broadband next! 

Kind Regards
CJT80
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Message 10 of 15

Re: Help Needed

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Latest update, 

Can make outbound calls (number shows up), can't receive any inbound (number not recognised) and broadband still off..

Why do I think the order has stuck again! 

Kind Regards
CJT80
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