2 weeks without Broadband

Hi,
Can anyone help me or offer advice as I'm at my wits end with BT !
Have been a broadband customer of theirs for years without any problems, 2 weeks ago we decided to change our package to include BT vision, the day after this our broadband connection was lost and has been missing ever since !.
After numerous conversations with different people in different departments in BT still no resolution as to when things are going to be fixed in the latest converstion last night the chap in India said it could be another 6-8 days as an 'A-type' upgrade has to be carried out ?
Any thoughts, suggestions would be much appreciated !
Thanks.

Just phone 0800 1114567 and report your broadband problem... If they cannot sort it they should raise a SFI fault so an Openreach engineer can take a look.

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Four weeks without a phone

We have now been four weeks without a phone following a lightning strike. We live in a remote area and work from home. Life has been very difficult as no one can call us. The other day the school was unable to contact us when one of our children was sick. That child had to stay all day and come home on the bus when she should have been collected. Relatives are unable to phone us.
I am a columnist on the Independent on Sunday and I think this make an interesting piece.
We use the Phone Coop to handle the phone, but BT Openreach are supposed to fix it. Many promised visits have failed to happen, and last week the Phone Coop were told the line had been fixed - it hadn't.

Hi TomHodgkinson,
This is a community forum for BT Retail Customers. The only BT Presence are the BT Care Team (Mods)
Just to clarify, is your phone service provided by BT Retail or by the Co-Operative (The Phone Co-op)?
If it is provided by the Co-Operative, then unfortunately BT Retail is unable to help you as your not a BT Retail Customer.
You will therefore need to contact the Co-Operative (The Phone Co-op).
Even though Openreach are part of the BTplc Group, they are a completely different company who run as a separate line of business. Openreach maintain, fix and install the UK's infrastructure for all Communication Providers/ISPs and have to treat all Communication Providers/ISPs equally.
Openreach will not talk to end users and can only be contacted through your Communication Providers/ISP
You will need to contact the Co-Operative (The Phone Co-op) to sort out your problem and the Phone Co-op should contact Openreach on your behalf.
Anyone from this forum or BT Retail will be unable to help you as your not a BT Retail Customer.
The Co-Operative (The Phone Co-op) website is http://www.thephone.coop
Cheers
jac_95 | BT.com Help Site | BT Service Status
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Re: Can anyone beat 4 weeks without a working phon...

Yes we were without phones and internet for 6 weeks although initial fault started June 28th with a constant noise on the phone lines. Then our home phones both started ringing once every few minutes but no one was there.
We were told the fault was a cable in our garden by first engineer. The second engineer who called said no it is in the road. The 3rd engineer said it was in the exchange.(god does anyone know what they are doing)
After 2 men came to dig a hole in the road they decided the fault wasn't there so after a week that hole was filled in. They came back a week later and dug the same hole but bigger. This time we lost everything but was told not to worry as it would be fixed in 3 days.
That was 2nd August.
On September 3rd 6 men came to dig up our garden and fit a new cable in, the next day 2 engineers came and fixed the problem and we were finally back in business.
Funny thing was that while the engineers were in my hallway mending the fault I had a call from BT saying that they were so sorry but Openreach wouldnt be coming this morning as they were busy but say that they do not need to come into my house as the fault was outside the property.
I said to the man that is very funny as Openreach are here and they could not of mended the fault without coming in my house.
I am so annoyed and disappointed with BT. they are hopeless.

Felt I had to respond as unfortunately I can beat you 4 weeks. We are now just passed 10 weeks with a phone fault - no phone or broadband. Message from BT today said engineers were on site for dig work today; no they weren't! Apparently they actually meant tomorrow - keep your fingers crossed for us!

2 Months & 3 Weeks No Broadband

Ok so I ordered a BT Infinity package around the 31st of October, I then recieved the installation date for the 6th of Decemeber. I phoned BT customer services and after a long wait got through to a call center I was told this was the earliest possible date so I said I would like to cancel and I did. Not finding a better package after a week I decided to go back to BT so this is early November I re-ordered and recieved the date for the 22nd of January. This was a complete shock to me it was around 2 Months and 3 weeks until they would install BT Infinity broadband. I straight away rang the BT call centeres who gave me a simple reply there are no earlier dates and nothing we can do about this. I called around seven times over the past few weeks and they have still said the same reply. I live in London and was told on the website installation would take around one to two weeks, nonetheless my friend who does not live to far away ordered internet around a week after I did and guess what HIS HAS BEEN INSTALLED LAST WEEK he live 2 roads away. And there is no works needed on the road all the BT Engineer needs to do is connect a cable which will prob take him 20 - 30 mins max. Really dissapointed and I have to pretty much live with my tethered mobile 3G or a 1 bar BT Openzone conenction which doesn't always work for the WHOLE of christmas and the WHOLE of january to be honest I failed to see how waiting less than one week to create the same order resulted in over an extra month wait for already a lengthy wait for a simple job. I have A-levels and I study computing and my sister has University Studies and we won't have internet until the 22nd of January please can something be done to bring this forward. People I have told cannot even believe this is how long the wait is for broadband in LONDON where I had a BT connection before but apparently not anymore so I can't get temporary internet.
Please Help with this dilemma I am facing I would be very grateful as I don't want to join another broadband company.

john46 wrote:
The delay is simply because Openreach are extremely busy and regardless of which company you go to the wait will be similar as they all use Openreach to carry out the installation you have to remember that there are thousands of customers across the UK getting fibre installs done every week on top of which the engineers are also installing new phone services and also carrying out repairs on the phone and broadband network
And that is justifiable to give someone no broadband for basically 3 months?
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

9 Weeks no Broadband, no sign of getting any help

On the 22nd of APRIL I posted this
https://community.bt.com/t5/BT-Infinity-Speed-Connection/engineer-came-but-cant-connect/m-p/1273357
9 Weeks later I still haven't resolved the issue.
I have had 3 Openreach engineers out who now have got to the stage where they say they cannot do anything as the problem lies within BT's systems. They have connected me to the 'correct' Non-Infinity box so I need just plain ADSL line.
I had everything arranged within BT for them to drop the whole package then give me a new number etc on the 27th June but on Thursday last week someone from India rang to say they were cancelling this and before saying anything else put me back through to sales.
Sales then said I shouldnt be doing it that way and just a plain Cease and Reconnect was sufficiant and put me back through to India.
India then arranged for the Cease and said someone from Infinity Orders would be in touch on Friday before 20:00 to do the reconnect.
No one rang and I dont know why Infinity orders would ring as I just need plain ADSL broadband...
So thats where we are no one seems capable or willing to sort my problem.
I have submitted a email asking for cancellation of the whole package due to failure to supply as I have also got BTTV so no broadband, no TV.
Do you think I have grounds for full cancellation or will BT have some reason not to grant this, I have been fair throughout and given oppertunitys for them to resolve.
Just wish you had one point of contact withing BT who would sort the problem then come back with the answer you want!!!!
Solved!
Go to Solution.

Hi Tomphris,
Thanks for the post and welcome to the forum. I am very sorry to read of all the hassle we are putting you through. It sounds complicated but I am sure its not going to be hard to sort out. I can certainly help.
I will need to take a look at your account to see how things stand. After looking at your account I can discuss cancellation with you or if you are willing to give us one more go, I am pretty sure I can get you the service you want. Once our team pick this up we will own until full resolution and you will have one point of contact within BT.
Please drop me an email with your account details, if you don't know these then please confirm your address or any order number we have provided. Just click on my username (SeanD) and you will find the 'Mods contact link' under the 'About me' section of my profile.
Cheers
Sean
BTCare Community Manager
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 :-)

Airport express without broadband?

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Can I setup my airport express to create a wireless network that isn't connected to broadband?
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Anyone know of something I can delete or purge or cross out with a magic marker to make this stop happening?

Actually, I only addressed your first complaint about the view being stuck to a specific week when a todo item in that week is selected.
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Re: 4 weeks without a landline (now 5 weeks) advis...

If BT could sell the number of complaints EXACTLY of this nature, we would not have to pay anything for our calls or BB and they would STILL make a roaring profit!!!
The BT/OPENREACH operation takes incompetance to a new level

Hi Diyd,
I am sorry to hear you have been left without service. I can take a look at this for you to see what is happening. Please send me in your details using the "Contact The Mods" link found in my profile.
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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 :-)

How long do i have to go without broadband before ...

slow broadband for 3 months and now no broadband at all. How long before BT are braking this contract?
SLOW SLOW BT CONGESTED EXCHANGE THAT I SEEM STUCK WITH HOWEVER AT PEEK TIMES WHEN I HIT A VERY SLOW 1MB ON MY BT LAND LINE THAT COST ME AN ARM AND A LEG I CAN JUST DISCONNECT FROM IT AND CONNECT TO NEXT DOORS VIRGIN MEDIA UNSECURED D-LINK ROUTER AND GET A 2.6 CONNECTION. HOW ???????????????????? AND WHY????????????????? IF ITS CONGESTED HOW IS THAT EVEN POSSIBLE OR DO VIRGIN PAY BT A **bleep** LOAD OF MONEY.

My exchange seems fine and ive just done a speed test.
FAQ
1. Best Effort Test: -provides background information.
Download Speed
2.82 Mbps
0 Mbps
7.15 Mbps
Max Achievable Speed
Download speedachieved during the test was - 2.82 Mbps
For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 7.15 Mbps
If you wish to discuss these results please contact your Broadband Service Provider.If you are experiencing problems with specific applications, servers or websites please contact your Broadband Service Provider for assistance.
Your test has completed please close this window to exit the performance tester.
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SLOW SLOW BT CONGESTED EXCHANGE THAT I SEEM STUCK WITH HOWEVER AT PEEK TIMES WHEN I HIT A VERY SLOW 1MB ON MY BT LAND LINE THAT COST ME AN ARM AND A LEG I CAN JUST DISCONNECT FROM IT AND CONNECT TO NEXT DOORS VIRGIN MEDIA UNSECURED D-LINK ROUTER AND GET A 2.6 CONNECTION. HOW ???????????????????? AND WHY????????????????? IF ITS CONGESTED HOW IS THAT EVEN POSSIBLE OR DO VIRGIN PAY BT A **bleep** LOAD OF MONEY.

3rd week without a merged account, 5 days without dial tone

On Sept 26th, i added TV and PHONE to my internet account that i already had for two years
Verizon created the order and provisioned me with a temporary number until my phone number port from vonage came through.
ONT Line 1 was activated with the temporary number.
Weeks later i call and Verizon said that they needed to re-create the number port order from vonage, this time the rep said that i needed to create a type of order called a WINBACK phone number order. I explicitly said that they needed to make sure that the services need to come under ONE account for the triple play discounts, and for the additional features.
3 days later, number port came through from vonage, activated on ONT Line 2. The line had a whole new account number, and couldnt be seen on My Verizon, and also couldnt be seen on my TVs
I subsequently cancelled Line 1 so i wont be double billed
I called in to verizon to have them merge accounts, and this is where the whole saga began
Call verizon to merge accounts, they create ROC ticket
3 days later no change, call verizon again, they claim ROC ticket wasnt created originally. Will create new one.
3 days later no change, call verizon again, they claim that the ROC ticket was completed..
Techs escalated me to "Sales and orders" and got a lady in the 636 area code. Rep said that Digital Voice lines could NOT be merged in with TV and Internet accounts, and that in order to "fix" the problem, she said that i needed to "cancel" the ported Line 2 number for a "day" while it purged through the system, and can be added to my primary account number. All the while she was saying that the original rep doing the WINBACK did it completely wrong and f-ed everything up. All the while she was trying to upsell me on the internet and service bundle, and trying to give me HBO and SHOWTIME on a trail basis. **bleep**. I dont need stinking channels. I just wnat my accounts merged.
As promised, she cancled my Line 2 account, and when dialing that number, for a day, i got a "number was disconnected" message. Also as promised, a day later, i got straight to voicemail on that number. So i knew that number was activated.
I STILL DONT HAVE DIALTONE, AND PHONE GOES TO VOICEMAIL ON 1 RING.Swaped lines 1 / lines 2 on the ONT. No change. SOmething is wrong with verizon's end. This was 10/21/2011
10/24 (yesterday) a tech shows up and leaves, telling me that the order was "stuck in IVAPP" and i needed to call sales. Around the same time he was here, i got an email on my phone saying "service ticket has been closed" and the dreaded email FiOS Revised Installation Appointment
10/31 is the revised date. At this point i am
What do i need to do to get a working dial tone on my line? This is becomming a safety issue as i do not have good (verizon) mobile coverage here, and also a big business liability for me as i use that number on my business cards for clients to call.
So far i have spoken to
Fios Solutions Center
Fios Elite
Fios Order Support Group
Fios Sales
Fios Sales Manager
I need this order expedited and escalated immediately or else i have no choice but to call the PUC to complain about this. Seems like one hand doesent know what the other limbs are doing.

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.
ephatcow wrote:
Called Fios Elite, spoke to Jessica. After Jessica talked to her WINBACK department, she came back saying the system would not allow them to do anything with the order since it was pending. The reason why im calling is clearly BECAUSE the order was pending! grrrrrrrr
I aksed her about a credit to my account due to these problems, and again, she said that the "system that issues credits is down"
Why am i being held hostage to VZ's "system". THis is BEYOND frustrating.
6th day, no dialtone.

WiFi without broadband

can I use my touch to connect to the internet using WiFi free hotspots? I don't have broadband and have never set the ipod up for a wireless connection. When i'm in a free wi0fi hotspot, the ipod recognises it and says I'm connected, but when I open safari or maps etc it says I'm not connected to the internet. Is there a setting I should be entering first?

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