No Activation, date passed- no info, no good

Hello
I'm (well, my Dad) is having trouble setting up his new BT Vision. He was told the activation date would be Tuesday just gone (30th July), but this was later changed to the Thursday, so to help with the set up I took a day off work, only to be texted on the morning to be told they would not be activating that day after all, and they would inform him of any news. He has since recieved one text saying there are problems, and that is all. No information as to what the problem is, how this will be rectified etc, and no joy when he has tried to e-mail or phone. He lives in the central Durham area, does anyone know what the problem is around there as its quite upsetting for him

Hi marsay234,
Yes we can check on the delay, use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Cheers
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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Infinity activation date passed. Tearing hair out.

My BT Infinity 1 activation date was supposed to be the 9th October. The hub arrived 2 days before the activation date which was a comfort at the time.
I contacted BT by phone on Friday 10th, Saturday 11th, Monday 13th and again today.
EVERY time I get transfered to the right person they say they'll have to call me back in 5 minutes which doesn't happen. This has happened 8 times. The last time I contacted someone I stressed that nobody had ever call back, to which he said he would definately call me back before 5pm (which was in 4 hours time) - this never happened.
I'm tearing my hair out.

Hi EVenvell,
I'm sorry your BT Infinity broadband is not working, please use the 'contact the mods' link in my forum profile to send in your details and we'll be happy to help you get this sorted. You can find the link by clicking on my username.
Thanks
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Activation date passed and still no BB!!!!

I left my previous ISP due to poor service.....I somehow thought BT would be better but so far they have been utter rubbish, I am actually regretting my move from Tiscali/talk talk!! that says a lot as they have got to be the worst ISP's out! My latest problem now that my eagerly awaitied activation date has now passed 22.08.11 and I have no BB connection. I waited up till after midnight last night to check that the activation works and what do you know it didn't! (why don't you activate after midnight the night before your equipment is delivered so that your customers don't get there equipment and then still have to wait till after midnight for any BB) anyways I tried again this morning before work and still no connection...done all the tests i could prior to work and still nothing. This is really frustrating as you were late in delivering the equipment in the first place!! I NEED this sorted asap!! Can anyone point me in the right direction to get the quickest solution please???

try contacting the mods http://bt.custhelp.com/app/contact_email/c/4951
or live chat
live chat http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
mods may take 2/3 days to contact you
this is a customer to customer help forum with the only BT employees being the forum mods
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2nd activation date passed....still no broadband

After ordering broadband from BT we were originally given and activation date of Jan 26th. This was then pushed back to February 2nd and then, just hours later I received and email stating it would be the 5th.
The equipment was due to be delivered on the 2nd but actually turned up on the 3rd when no one was in so we had to pick.it up from a local post office. All of this was rather annoying but I could have lived with it if it had actually been activated on the 5th! I've spent an hour on the phone, banded about between different people just to be told it will be activated within.48 hours. How helpful. I definitely want my activation fee refunded and some kind of compensation but more than anything, I just want the broadband I'm paying for to actually work! It's now 15 hours after when I was told it would definitely be working by and still nothing!
I'd been with Virgin for years before this. Boy do I wish I'd stayed with them. What a joke.

There is probably a technical problem.
Regarding compensation, the following page should explain it.
http://bt.custhelp.com/app/answers/detail/a_id/9394/~/customer-service-guarantee
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Activation date passed, still no broadband...

Hi
I've been patiently waiting for over a month for my installation of BT Total Broadband & Calls Option 3 in my new property. My Activation date came (Thurs 24th March) and I hadn't heard anything by 1.30pm despite my engineer visit being scheduled between 8am and 1pm that day. I rang BT Customer Services and was lucky enough to get somebody in the UK who told me an engineer was working at the exchange as we speak, great...
At around 6pm I plugged in my router which had arrived that day only to find my Broadband light was off. So I waited until after midnight as instructed but the Broadband light was still off this morning after a reboot. I rang Customer services again but this time was put through to what I assume was an Indian call centre. They were very polite but I was on the phone for over an hour, being put on hold for 10 minutes+ several times. After an hour of waiting they told me an engineer was on his way today which I was unaware of as my activation date was yesterday. I cannot understand why it took an hour to find out that an engineer was already on his way. I had specifically taken a day off work for the engineer visit yesterday only to find that they were coming today. Right after speaking to Customer Services an Openreach engineer rang to say he was on his way and would be 10 minutes, luckily my girlfriend was available to let him in and he carried out the work.
I was happy again and thought BT had almost redeemed themselves until I got a call from BT half an hour after the engineer visit saying the telephone line had been activated but there had been a delay with the Broadband and a review was scheduled for the 29th March!
I am absolutely appalled at BT's exceptionally poor 'Customer Service' and am seeking advice on whether I can cancel my broadband order now seeing as it has not actually been activated yet and in my view they have breached their own terms in the contract? I would like to keep the landline but order broadband from a different provider. Having researched this issue on the internet I have found this happens to a vast majority of people, what are BT playing at?! If BT are messing me around like this before my service has even started then I dread to think what lies ahead.
Any help or advice would be greatly appreciated as I am in desperate need of a broadband connection in the new property. Am I entitled to any compensation for wasting a holiday day and giving me constant false promises, and how would I go about claiming this?
Thanks

Hi remondo,
Welcome to the forum.
If you click on my username and look under "about me" in my profile page you'll be able to get our "Contact Us" form and send us an email so we can see how can help here.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Activation date passed - No broadband

Hello,
My activation date was yesterday and after installing the hub, waiting until midnight for a connection, as of 8:25am this morning, the homehub is unable to obtain a connection.
Upon starting it does nothing but flash orange and if I'm fortunate, the red 'B' light will light up at the start of the endless flashing to never return again.
Would like to know why this is happening and when I can expect to use the service that I'm paying for.
Many thanks
James

curbing wrote:
I received two emails very early yesterday morning stating that the phone and broadband had been activated.
When you say check the test socket, do you mean unscrewing it and following the diagnostics on the BT website? If so, then I haven't no but from what my landlord has told me, the previous tenants were using the phone line without any problems. Their line has since been transferred to myself now.
It may be that the previous tenant used the line for voice calls only and not broadband. As john46 said, do you have a dial tone ?
If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........

Activation date passed, please help....

Hi,
I ordered a new bt phone line and broadband on the 1st of march, I got an activation date of the 9th of march & it is now the 11th, I got my hub and hub phone on the 9th, I have phoned bt and they say it is a problem at the exchange with not having enough cable???? This sounds like a fob off to me & I am very unhappy please could a mod look into this for me?
Thanks, Lee

Hi Lee,
It is possible that there is some sort of capacity issue at the exchange which is causing the delay, but I'll take a look at the order. Can you email me at [email protected] with a link to this thread?
Thanks,
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Activation date passed and passed and passed again...

We recently moved and transferred our BT phone number and broadband with no major problems. As our contract had expired I looked to agree a new one and BT Infinity seemed reasonable.......however
November 25: called BT to upgrade to Infinity, would go live on December 3rd. Emails confirmed this.
December 5: called BT saying no news and order tracking says we cancelled the order. No reason given, as I was moved between departments. Eventually 'we have put new order in, Infinity live on December 18'.
December 19: called BT stating again no news. They said we had a call delaying it until December 23. My wife said she had a call she couldn't really understand, but seemed to say that delay until December 24.
December 24: called BT at 4:30pm, fair play someone was still working. Said he would investigate and call back before 6pm. No call but then saw an email. 'new order in, Infinity live January 13'.
And that's where we are. I could comment further, but I think the above speaks for itself.
By the way the activation charge of £30 has been taken and is amongst 20 different items under 'line rental and other charges' on latest bill.
The good news is that the phone and basic broadband (when I last checked) is working fine, though 'My BT' doesn't list a phone service anymore.
Help!

Hi seagull44,
Welcome and thanks for posting!
Sorry for the problems you're having upgrading to BT Infinity. Have you got any further forward with this since posting?
I can help you from here. Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Cheers,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Activation date passed and still no broadband

Hi Everyone,
I recently switched from Orange to BT as I was having an issue with my broadband that Orange were far from helpful about.
My equipment (HH4) and activation email arrived on 16th September to say everything was ready to go.
I followed the steps that came with the equipment, but the Hub light never returned to blue. It is stuck on orange and the broadband light is flashing red. I've been in contact with the BT support team for the last 3 days, but have just grown more frustrated. They advised me to wait until today to see if it would connect, so I did, but still no connection. They said they would book an engineer but when I rang back they wanted to do some extra tests, which are scheduled for this Friday.
If any moderators could help, anything would be appreciated. It's now been a month with no Broadband, and the support team are slowly driving me insane.
Thanks in advance.
Solved!
Go to Solution.

Hi marsay,
Welcome to the forum, I'm sorry to hear about the problems you've had switching over to BT and we'll be happy to look into this for you. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Cheers
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Re: Activation date passed - No broadband

I've got a sweet situation going that's lost me all faith in BT's ability to deal with my phone and broadband switching. The problem needs a little contextualising, so forgive me laying it out, to avoid any unnecessary assumptions about it.
I was with Orange for six years, in a rural exchange, without a blip of lost signal at any time, though their service had limitaitons.
On booking a transfer to BT in late July, I got a MAC number, duly sent it off to BT and got confirmation from both Orange and BT that the switchover of both phoneline and broadband would occur on August 30th, 2013
A letter from Orange, dated 19th August, detailing regret at our leaving coincided with our phone line and broadband going dead. I assumed we'd been cut off, but Orange insisted that was not the case, and, after a line check, informed me that the problem was within my property. Being so close to the switchover, and not trusting them, I waited for the 30th, when, an email informed me, my phone had been transferred to BT. It remained dead though.
On September 1st, BT emailed me to request a MAC number, the first one having run out on 31st August. Contacting BT, I was told a delay had occurred with the order, and I was forced to get a second MAC number from Orange. An engineer was sent out to find out what was wrong 'inside my house', as the BT line test indicated. The engineer found that the problem was at the exchange. We'd been replugged, unplugged, or some such thing -he was vague about it- since the 19th.
So, we were up and running, with broadband and phone line. But, we were not yet connected to BT broadband. Calling up Orange, I confirmed that we were still linked up to them, with both phone line and broadband.
In the meantime, BT told me that the switch would now be on September 13th. That came and went, and when I tried to find out more -no one contacted me- I was told that there was a TAG or TAB on this new MAC number. I was also told, by a seperate customer services person, that the suppliers had knocked it back, and by another, that the problem is that my braodband is inactive, which is not.
Another took the MAC number again, assured me it worked, is active, and approved, and offered to try to fast track my order to get the connection switch over sorted. She called me back a few hours later to tell me that the MAC number didn't work out after all and I would have to contact Orange to get a third MAC number. (NB: the current -second- MAC number remains valid until October 3rd.) At this point, I have to admit I stopped being polite. A tirade later, I was assured by some manager that he'd just talked to Orange and that everything would go through in another five working days. Calling back on Monday 16th, I was told that this was not the case, that the order was stalled. At this point, the BT cust services operator took it on himself to put in another order, and new confirmation came through from BT that the order will come through on Monday 23rd September.
Since then, I've noticed that when I log onto 'MY BT', my contract details confirm that I have no phoneline on my account.
Tracking my order, I have a choice. One order confirms that the phone line was connected on the 30th.
Calling yet again, and being moved round the houses, I was told that my phone line is now with BT, and has been since the 16th September, and that it is possible that my phone can be with BT while my broadband is still with Orange. Yet, I have a letter from Orange stating that once the phoneline is switched to BT, the broadband will automatically cut off too.
Contradictions, continual failures and a lack of inititiave on BT's part to actually sort this leaves me faithless. I expect the 23rd will see me no further forward, but I see nothing on the horizon to break this loop of failure.

Hi Faithless,
Welcome to the community and thanks for posting!
I'm sorry for all the problems you've had getting services set up with us. I can help sort everything out from here. To get in touch, click on the "about me" section of my profile where you'll see the link to "contact the mods".
Whenever we've received your details we'll take it from there.
All the best,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Activation Date Passed

My phone line and BT Infinity was supposed to be activated on 15th Dec, it is now 18 Dec and no sign of BT Infinity being activated.
I contacted Aiswarya Joseph via chatbox 17th Dec was told that I would get a call back from him after I got home from work around 5pm. I am still waiting for that call.
All I want is for somebody to tell me what the problem is so that we can resolve any issues there may be.
Solved!
Go to Solution.

Further BT farce. To add to my frustrations, I was supposed to get another phone call at 10am one morning, which surprise surprise didn't happen. I have had phone calls before 9am, which I cant deal with because my wife is just recovering from a bowel cancer operation and I am busy getting her dressed etc. Various automated emails that I cant respond to because they non response emails. I have now been told that I wont be connected until 7th January. The latest: a phone call at around 8:25am and because I was dealing with my wife couldn't get to the phone in time. The operator left a message on the answer machine to which I couldnt make out what he was saying. He told me to phone back, unfortunately he didn't leave a number.
Whatever has happened to quality customer service nowadays. In my personal opinion BT doesn't have any.
Is there anybody out there that can help me out here without all this malarky of passing you onto this body and that body?

Activation date passed and NO phoneline or broadba...

I recently switched from Sky to BT as I was having an issue with my broadband and phoneline that Sky were far from helpful about. Sky took 5 weeks to fix a fault on the phoneline after many promises and many times an engineer didnt turn up when promised.Ive checked the test socket and done all the test.Now im being messed about by BT and im now wondering is this a very normal thing all company's do now.First sky and now BT,who next if I decide to change again??
My equipment (HH4) and activation email arrived on 18th September to say everything was ready to go.
I followed the steps that came with the equipment, but the Hub light never returned to blue. It is stuck on orange and the broadband light is flashing red. Also the phoneline is completely dead and still and its getting towards 2am now.Thing is know all the connections and the phone cable works because Sky finaly fixed the phoneline 2 weeks ago after 5 weeks waiting to get it fixed and its been perfect since and the engineer sent 2 weeks ago put a new cable from the mast to the flat and fitted a new phone socket so BT cant give me the **bleep** my line or equipment is faulty because that would be bull **bleep**! The sky phoneline and broadband went off yesterday morning then a few hours later got texts from bt to say the phoneline and broadband is now active and is ready to use.I even changed the filters over BT sent with the new home hub.I plugged the phone directly in to the test socket and nothing,its completely dead! I switched to BT because I thought I would get better service than sky but I was so very wrong! Been reading and doing research and it seems quite a few people have the or have had the same problem as my self or a similar problem!!

Ultimately, you need to report it as a fault (0800 800 151, or check in the phone book for a number you can use on a mobile). It looks like BT haven't actually switched on your service yet.

Activation date passed; Equipment arrived; No Engi...

Hi,
I don't know if anyone here can help with advice, but......
Activation day was yesterday, so I took a day off & waited.... & waited.... Equipment arrived about 13.00 ish.....& waited..
Engineer was booked for between 0800 & 1300, but never showed: No phone call, text or email to let me know; nothing.
My BT shows:
There is an issue to the Provision or Completion of your order, please see below for the details.(In red)
Your Broadband order is in hand with a member of our team, if there are any issues we will contact you. Please continue to check online for further updates. (Also in red)
Anyone know what the blazes that means?
I emailed customer services yesterday about 18.00 & explained the situation - No reply apart from robot acknowledgement.
There's no point me phoning India, as I'm a bit Mutt & Jeff & can't understand my own son on the blower, let alone some Industani gentleman on a crappy line.
Where does it go from here? Any help gratefully received,
Pete

Same thing happened to me when I switched from TalkTalk to BT Infinity.
The day before the cutover, I got a text message telling me there was a problem with my order, but 'not to worry - we are dealing with it' When I checked on mybt I found the engineer visit had been cancelled. The next day, my phone and broadband were disconnected. I then spent a very frustrating four days getting my phone reconnected and then eventually the engineer turned up (without an appointment) and delivered the BT Infinity.
I was working from home at the time, so it was very fortunate that I had 3UK mobile broadband - through a dongle as well as through my mobile phone.
It seems that BT Group (retail, wholesale, openreach) struggle to cutover customers who have their phone and broadband with another provider, without cutting people off for a few days.
My take away from this, is to just keeping phoning customer services, some calls you will get lucky with when you manage talk to somebody in UK.
I wrote to BT Customer Services MD (who's name and address you can find on BT Group website), didn't change anything, but it helped me to vent my frustration
Peter

Activation date has passed, broadband is not activ...

Hi,
My activation date was yesterday. It has now passed and, somewhat unsurprisingly, my broadband has not been activated. On the BT ordertracking page, regarding the broadband it informs me "your broadband order is in hand with a member of our team....". Regarding the phone line it says "We are currently investigating your line order with our supplier....".
Has anyone had this problem before? What causes this problem? How long should it normally take from now to get connected? It says to call customer services if it is past activation date and BT don't get in touch (which they haven't so far), but I'd prefer not to have to spend an hour of my evening on hold.
Thanks,
Chris

Hi malfunct,
Welcome to the community and thanks for posting!
I'm sorry for the delay getting service connected. Is everything up and running now? If not, click on my username and under the section "about me" you'll see the link to get in touch with us. We can help sort things out from here.
All the best,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

My activation date has passed and still no broadba...

My activation date was last Friday (25th October) and on Saturday morning (when mobing into a new flat I had ordered this to) Broadband had still not activated. I was also told during ordering that I could get the router delivered on the Friday and it wouldnt be a problem that no one would be home as it is "designed to fit through the letter box". I got there on move day to find a red ticket so I had to then queue at the post office after having been told specifically I wouldn't.
I called BT and after speaking to 4 people I was told that I had to speak to a 5th person in "Accounts" as it was an account related thing that BT had a technical problem with.
This lady then tells me that there was nothing I could do to help and that the braodband would start Monday midnight without fail and that she is sorry 100 times over and that she would email me details on how I could connect to Bt-Fon networks in the mean time...
Its Tuesday morning and we still have no internet and the order online still shows "in progress" instead of complete. Also never recieved this promised email.
What should I do?!!!
After all of the promises BT have made and not kept I am supremely disapointed!

Hi thommegzy,
Welcome to the community and thanks for posting!
Sorry for the delay getting services set up in your new flat. I can help you get connected from here. Click on my username and under the section "about me" you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

No Activation, date passed- no info, no good

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