Home Move Silver Property

I've currently got infinity and potentially moving to a new property on March 1.
Having checked the property it cannot be found online. I called BT to be told by one advisor I couldn't get BT infinity. Another advisor checked the neighbours and both of them CAN at 78-80Mbit. He said I'd have to arrange a home move with an infinity addon to get around the system listing the new address as "silver". He then went on to say he couldn't do it.
Could a mod help me by confirming what I can. There's a cabinet pretty much outside the property too!
Thanks

Hi Scottc2105,
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.
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.
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Similar Messages

  • Re 'Home moves' & BT departments speaking to each ...

    After contacting BT for a line extension to our new house (20m from old property,on our own land) Openreach sent out a surveyor (eventually). After several completion of order dates that come/go are changed the latest one (13th Feb) has come & gone with I/us still not having a line that's been activated. Now I'm told the following after I complained twice today...
    'I can see that you arranged an engineer visit on 5th December charged at £130.00 for the new address. I am sorry but as a home move was not arranged the line was incorrectly set up using your old address master socket. Because you have built a new property and you will be demolishing the old address we needed to arrange a home move.
    An order was placed to home move your service with stop date of 23rd January. This is the reason you have lost the connection to your newly build home as it was connected to the old address.
    I have contacted our order team and requested that once Openreach gives us an update with your order that you be contacted. Reference for this request is....................
    I appreciate that you have been severely inconvenienced and the engineer’s survey has caused you considerable distress. Unfortunately I am not in a position to offer anything more substantial although I am extremely sympathetic to your situation and as a customer, I appreciate that this is not a good level of service to experience. You will be updated after we get an update from Openreach within the next few days.
    If you have two charges for engineer visits on your next bill please get back in touch for one of them to be removed.'
    Really if the surveying dept had communicated with the line laying dept correctly in he first place I might have a working phone now instead of having to rely on mobiles & dongles.. Sadly I hear I'm not along is such fiascos.

    Hi Buchanloon,
    Thanks for posting. I can look into this for you if you wish. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.
    Cheers
    David
    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 :-)

  • Home move difficulties

    I moved house last week, and phoned BT at the end of April to arrange to have my phone line moved over, and got a simultaneous provide code so my Plusnet broadband could be moved over at the same time. The working line takeover failed so I was left with no phone or broadband when I moved in. After several calls to BT, they resubmitted the order again only for it to fail a second time.
    A week after moving in, BT have now decided the only way I can get a phone line in my new property is to have a completely new phone line installed, which I agreed to and the installation was arranged for next Thursday (31st). When I phoned Plusnet to arrange to have my broadband account transferred to my new line, they asked me to get a new simultaneous provide code from BT so the broadband can be activated shortly after my new line is connected.
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    Have to say things have not improved.
    My move was brought forward so I contacted the Home Mover team who assured me that had made the necessary change for the service to cease at the old address and start at the new address on the same day - 6th June.
    When I looked on-line the amend showed cease service at the old address on 6th June but had not updated the commence at new address on 6th June as well - it showed the start at the new address on the previous requested date of 12 June. so no service for 6 days.
    A telephone call assured me that the service ceased at the old and started at the new on 6th June but the on-line information did not confirm that so I sent an email to Customer Services.  I was recalled within about 2 hours (good!) and confirmed my enquiry and was transferred to the Home Move Orders in Progress team in Mumbai. It took me 5 minutes to explain the problem only to be told that the system said cease old on 6th but still said start at the new on the 12th.  Lots of suggestions - engineers needed to visit - not so existing wiring and not new-build. Ultimately admitted could not see why the dates had not co-incided and would need to speek to Supervisor/Openreach etc. and 'see if it could be done.'
    As the two dates had been originally set at 6th June without problem and were now to be reset back to the 6th June following a speed up in moving I was totally lost - and remain so!
    Work in progress on this one. Update sometime later perhaps.
    ..and an hour later another call from Mumbai. They would like to confirm that my current service at the old address would cease on 6th June and the service at the new address would start on 12th June.
    'That' I advised 'is exactly what I am complaining about.  I want the services at the old address to end and start at the new address on the same day - 6 June.
    Did I know if there was still a working phone at the new address?  Lots of sockets I advised and property been empty for 3 months. Previous occupier deceased.  Had they closed their account?  How should I know but I know their name and I know what their number was.  Can you tell me that.  I did.  Wait 3 minutes and voice says previous account has closed.  What now I ask?  I will have to talk to Openreach Engineers I am told.  Why? I ask when they managed to set the order up in the first place without any issue and here is the allocated number.  Oh! says Mumbai. I will have to call you tomorrow.
    So we wait for tomorrow.
    Shere lunacy on show with Gold Medal potential.

  • BT Infinity - Home Move Nightmare

    Hi - I would like to share my nightmare related to the home move and BT Infinity
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     Using the Home Move online tool, I informed BT at the beginning of Sept about my upcoming home move scheduled for Oct 16th, in order to give them enough time to sort out the transfer of my phone line and BT Infinity - Received the online confirmation that everything is fine and an engineer would be arriving at my new property on 16th Oct to re-connect my BT Infinity account
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     Called BT next day and was told that the port issue got resolved, and we agreed on the new appt for 31st Oct (morning slot). Received a text from BT confirming the appt slot.
     On 30th Oct, I decided to check my order status at BT Online as I was getting paranoid. The web-site said that the engineer visit was scheduled for that very same afternoon, 30th Oct (afternoon slot). Got quite frustrated and called BT to complain. They escalated the issue to someone from BT mgmt or Openreach on the phone (not quite sure), who was quite apologetic and admited that there was a mix-up with scheduling, the engineer was on his way to my property but unfortunatelly we couldn't not arrange to leave work and go back home - so this visit would be a loss and BT would bear the cost
     The escalation contact promised to fast-track my next appt and someone would call me in the next day or so to get 3 available slots from us to agree on the next visit
     I was also told that all wiring and porting is now all sorted out, another engineer visit would be able to sort out my Infinity connection in no time
     The escalation contact did follow through as promised and I did get calls over the next 2-3 days and we agreed on another appt for this morning, 6th Nov - so far so good
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     This morning another engineer arrived, and the first thing he asked was: 'Are you sure that the port is ready?'
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     Well, he came back after 45min and delivered unwanted message - the port is not ready yet, it is apparently faulty, and someone at Openreach needs to come in to fix it. He called (a different dept) at Openreach and was told that someone would need to put an order through to get this port fixing job to be done. No ETA, no nothing.
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     So I called BT immediately, and all I was told was that 'the order could not be completed unfortunatelly, it is delayed. Someone would be calling us on 11th Nov (have no idea where that day acme from) to inform us of the status of the order and next steps. Until then, BT can generously give me access to public BT WiFi. And yes, we will NOT be changed for the broadband service until it gets restored.
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    Is this nightmare ever going to end, and how more inefficient it can be?
    Any help or advice would be very appreciated, thanks in advance
    at38521

    Hi at38521
    I'm really sorry to read about the problems with connecting your services. Please use the 'contact the mods' link in my forum profile under the 'about me' section 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’.

  • Trying to organise a home move, so far taken over ...

    My parents have been trying to organise a home move to their new home for over a month. So far BT have cut off the line, re-ionstated it back to the old property under a new account and thats it. Complaints have been logged etc and promises to call back but no-one has ever called back or moved this forward at all! Move will reuquire an engineer visit which is supposed to take 16 days, but has not even been arranged yet. Please help!

    Hi jonchatt,
    If you can fill out the contact us form in the "about me" section of my profile, we can take a look.
    Cheers,
    Chris
    BT Moderator Team
    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’.

  • Itunes 12 can't import shared home movie to iTunes library

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    Join the crowd. If you search this and other forums on the web, you'll find that Home Sharing has limited functionality on PC and Mixed PC-Mac networks. It works fine, Mac to Mac, it appears, but PC's seem unable to talk to Macs or one another on many, many, many people's home shared networks. I hope that Apple finds a way to improve this aspect of iTunes or at least expands its troubleshooting recommendations in the support database.

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    _Share" the highlight as suggested_
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    Message was edited by: Diane Wordsmith

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    I know this is a bit of a ramble, hopefully someone can make enough sense out of where I'm going and help me out! Thanks!

    Welcome to the Apple Community.
    The Apple TV 2 will play all the content in your iTunes library that your Apple TV 1 does. It can no longer sync any of it but can stream it all just as the older model did. Airplay is a different feature that lets you stream from an iPad/iPhone, the Apple TV 2 has Airplay the first didn't.
    You can still sort and search content by genre, it still marks content watched and unwatched and mainly still lets you organise much as the Apple TV 1 did, with one exception. It doesn't do nested folders, so the ability to tag a movie as a show (ie James Bond) and have all the associated movies in a James bond folder has gone and it lists all these movies individually.
    It has a similar situation with TV shows. It will put all TV shows in a series in a folder as the older one did, but the new one lists each series separately whereas the older model would put all the series in one folder.
    Not nesting folders is a bit of a pain with large libraries and whilst I don't like it, it's more or less the only compromise I have to make and of course I get additional features too.

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