New Line Installed - Promised 10MB on getting 4MB

I had a brand new line installed two weeks ago and in the order was promised 8-10mb, on a wired connection the max I can get in 4mb but normally lower even when only hub is connected on the line (still with filter provided by BT).
Here's my home hub stats.
Please help?
1. Product Name: HomeHub42. Serial number: 3. Firmware version: v0.07.00.1729-BT (Type B) Last updated [Unknown]4. Board version: 01A5. DSL uptime: 1 days, 06:11:256. Data Rate: 448 / 81287. Maximum Data Rate: 1304 / 90408. Noise Margin: 29.0 / 9.39. Line Attenuation: 9.5 / 12.010. Signal Attenuation: 0.0 / 12.011. Data sent/received: 67.5 MB / 602.9 MB12. Broadband username: [email protected] BT Wi-fi: No14. 2.4GHz wireless network/SSID: 15. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))16. 2.4GHz wireless security: WPA & WPA2 (Recommended)17. 2.4GHz wireless channel: Automatic (Smart Wireless)18. 5GHz wireless network/SSID: BTHub4-Z3QN19. 5GHz wireless connections: Enabled (802.11 n (up to 300 Mb/s))20. 5GHz wireless security: WPA2 Only21. 5GHz wireless channel: Automatic (Smart Wireless)22. Firewall: Default23. MAC Address: 24. VPI/VCI: 0/3825. Modulation: G.992.1(DMT)26. Latency type: Fast27. Software variant: -28. Boot loader: 0.4.3-BT (Mon Jun 9 14:23:56 2014)

I have reformatted your stats to make it easier to read
1. Product Name: HomeHub4
2. Serial number:
3. Firmware version: v0.07.00.1729-BT (Type B) Last updated [Unknown]
4. Board version: 01A
5. DSL uptime: 1 days, 06:11:25
6. Data Rate: 448 / 8128
7. Maximum Data Rate: 1304 / 9040
8. Noise Margin: 29.0 / 9.3
9. Line Attenuation: 9.5 / 12.0
10. Signal Attenuation: 0.0 / 12.0
11. Data sent/received: 67.5 MB / 602.9 MB
12. Broadband username: [email protected]
13. BT Wi-fi: No
14. 2.4GHz wireless network/SSID:
15. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4GHz wireless security: WPA & WPA2 (Recommended)
17. 2.4GHz wireless channel: Automatic (Smart Wireless)
18. 5GHz wireless network/SSID: BTHub4-Z3QN
19. 5GHz wireless connections: Enabled (802.11 n (up to 300 Mb/s))
20. 5GHz wireless security: WPA2 Only
21. 5GHz wireless channel: Automatic (Smart Wireless)
22. Firewall: Default
23. MAC Address:
24. VPI/VCI: 0/38
25. Modulation: G.992.1(DMT)
26. Latency type: Fast
27. Software variant: -
28. Boot loader: 0.4.3-BT (Mon Jun 9 14:23:56 2014)
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Similar Messages

What is happening with my new line install?

Hi,
I don't normally post on anything like this, but feel I am being left no alternative, other than cancelling my order.
I am a new customer to BT and on the 14th of May I placed a order for a broadband and phone package, which was to include a new line installation on the 5th June between 8am and 1pm.
I also ordered a new phone system and dual wifi dongle which all turned up as expected.
On the 5th June I took a day off work and waited until just after 2:30pm for the engineer not to turn up.
I received no call, text or email telling me that the appointment had been cancelled, it took me to call BT and finally manage to get to speak to somebody human to find out that it had apparently been delayed.
First I was speaking to somebody from the UK the next I was put through to order management in India, which started to infuriate me more as the line was really bad and I was calling from my mobile for then to have them hang up on me.
I called back a further 3 times after being passed from pillar to post to eventually get put back in touch with a order management lady in India again.
She told me that the problem was with openreach as they reckoned they had tried calling me on the 14th May (when I placed the order) to which I replied I had not received any phone call from them.
They wanted to know if it was a first or second line installation, I replied 5 times with it is a separate line that needs to be installed and I still don't think she understood after that.
I was then told I would get an update on the 12th June between 8am and 8pm as to when the line was going to get installed, to which I did and again was a bad line as the call came from India just to be told there is another delay which will be the 19th June.
At this point I'm beginning to lose my patience, I had waited nearly a month for the line installation to happen to be told that there was another delay which would take another 7 days before somebody updated me again.
After I put the phone down I received a text from BT sms saying they had tried to contact me but we're unable to do so but not to worry they will be back in contact on the 22nd June?
Very strange seen as I had just spoken to somebody and was told the 19th June.
I rang back through to BT and got put through to India yet again where the signal was poor and asked that somebody call me from the UK as nothing seems to be getting sorted.
Within 10 mins I got a call back and was put through to BT in Dundee, I explained the whole situation over again and was told they would be looking into the problem and would get back to me later on the same day the 12th June.
It is now the 17th June and I still have no answer as to when the line installation is taking place, so I can start using the equipment I have paid for.
if I knew in the first place that this was going to be a problem I would have used a different provider other than BT, as a new customer I find their lack of communication and generally not seeming to give a **bleep** about customers poor, with my only choice then being if I don't get the answers I want on the 19th June I will cancel the order and send everything back for a full refund and would advise others not to use BT in the future.
Sorry for the rant and this being my first post but I am beginning to lose my patience any help would be appreciated.

Hi lda1979,
Welcome to the forum and thanks for your post.
I am so sorry that your order has been delayed and you are not getting any information on this.
Can you send me in your details using the "Contact The Mods" link found in my profile and I will find out what is happening.
Cheers,
OlgaC
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’.

500k profile after disruption and new line install...

Hello,
Status:
I have an open fault logged with BT;
Phone line ok but broadband speed low, profile appears stuck at 500k.
History: sporadic BBand connection and noisy phone line followed by outright failure of both.
Engineers visited and confirmed line between street and master socket probably corroded - they put it on leg+leg to get it working while we waited for a new physical line to be installed.
Pavement was dug up, new armoured cable run from street to house, and a proper master socket fitted (NT5 ? but no inbuilt ADSL filter).
In effort to ensure low noise, ALL other sockets in the property disconnected.
Digital phone (3 handsets off a single powered base) are run off the master socket using a filter.
Router is business hub - 2700hgv; f/w 6.1.1.48.1-enh.tm , h/w 2701-100589-005 .
Hub is connected to same master socket as phone (as it's the only socket now connected to the new line).
New line was installed approx 18 days ago.
Speed tests (speedtest.net) repeatedly show download of 480kbps, upload around 620kbps.
No change since new line was installed and all but the master socket decomissioned.
I use wireless to the router but also repeated tests with a Cat6 copper RJ45 cable and got same results.
Have taken all wireless devices offline and removed electrical items near phone line power supply and cable path to reduce potential noise and repeated tests.
I left the router on for two weeks and no increase in broadband speed.
I rebooted it twice this weekend to see whether it picked up a different profile - but no change.
BT speedtester repeatedly indicates a profile of 500k (full results further down).
Last year I had speeds about 512k on a DrayTek router before switching to the 2700HGV. The change to the BT hub upped the download speed to around 1Mbps, which made a huge difference.
I know I am "a long way from the exchange" but I've had 1Mbps last year and now have a new line into my property, so not much left that I can do to improve the situation.
I'd like to know what can be done to get me at least 1Mb download again.
I have an engineer visit due tomorrow but I believe that will be purely to finish putting paving slabs back over the armoured cable that's been installed (i.e. OpenReach dig team rather than line engineers).
After those slabs are done, I expect the fault will be closed but I'll still have a 500k profile and will need to raise a new fault all over again - that fault was opened 5 weeks ago.
Results of speedtester.bt.com run just now (1pm Sun 13th March 2011):
Download speed achieved during the test was - 363 Kbps
For your connection, the acceptable range of speeds is 100-500 Kbps.
Additional Information:
Your DSL Connection Rate :576 Kbps(DOWN-STREAM), 777 Kbps(UP-STREAM)
IP Profile for your line is - 500 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 2.46:14.86:82.95 (SBE:NBEBE)
Upload speed achieved during the test was - 638 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 777 Kbps
Router web interface shows:
Rate:
576 kbs
778 kbs
Max Rate:
2621 kbs
784 kbs
Noise Margin:
16.7 dB
7.0 dB
Attenuation:
62.8 dB
35.8 dB
Output Power:
16.1 dBm
12.4 dBm
Protocol:
G.DMT2 Annex A
Channel:
Interleaved
DSLAM Vendor Information
Country: {46336} Vendor: {IFTN} Specific: {48753 }
ATM PVC:
0/38
Rate Cap:
2621 kbs
Attenuation @ 300kHz:
62.8 dB
Uncanceled Echo:
-14.8 dB
Ok
VCXO Frequency Offset:
-2.0 ppm
Ok
Final Receive Gain:
34.5 dB
Ok
Impulse Noise Comp. Tones:
0
Ok
Excessive Impulse Noise:
0
Ok
I hope that's the information that someone might need to help me at least get 1Mbps back on my line.
Regards,
BK

Hi Bk1
Welcome to the Community.
Send me an email to the link in the about me section of my profile.
I can have this looked into for you further.
Cheers
Stuart
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 :-)

Moved home - new line installed not recognised as ...

Hi. My new line was installed at my new house last week. The phone is now working and showing on my online account but when it comes to order broadband it shows as not being a BT line so I am not able to place an order. Is their a simple reason for this or is it something that needs looking into as I use broadband for both home and work and would like to order as soon as possible.

If its a new line, it may not be on the order system yet.
If everything else fails then.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate e-mail confirmation, with a tracking number.
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.

Signed up for Infinity/NEW line install , email re...

Hi wondering anyone can provide contact info for BT support in UK at all, Online or phone?
I signed up online for BT infinity and a NEW phone line to be installed along side our current LLU phoneline and broadband which is provided by O2. Checked my emails for BT confirmations a few hours later and find
"O2, YOUR HOME BROADBAND IS SOON TO BE DISCONNECTED
BT has told us they're about to cancel your landline. If this happens, we'll have to cancel your O2 Home Broadband too"
and so on.
Contacted O2 to inform them that i had asked BT for a NEW line to be installed and i would be keeping the current O2 line and broadband.
They said that they could do nothing and contact BT instead. BT order confirmation emails give me a new telephone number on it, if they were using my current line why would it not keep the current number too?
Not looking good from the off coming back to BT after all these years
Can any one give advice please?
Thanks inadvance
PFG

Ectophile wrote:
It is a Sunday evening. Try again Monday morning.
But don't expect it to be easy trying to get BT to fix it, unless simply cancelling the whole lot is an option.
Yes, I know. Thanks
Done a lot of research online before signing up about others experiences regarding BT's C%k ups and the never ending merry go round with customer service to get anything sorted, if at all.
Thought I'd take the risk but I didnt expect them to fall at the first hurdle.
Thing that worries me regarding cancellation is that I paid for the 12 months line rental up front and when going through payment for that I'm sure it said this was non refundable? Infact it says the same here:
http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=29984
Been through a similar situation before when we could not get off Sky off our telephone line after almost a year of constant phonecalls to BT and SKY.
We were being billed by both for calls and line rental (switched from Sky back to BT) Took it to OTELO (useless) and we eventually got Sky to admit they were at fault and OTELO told Sky to pay us £40 in compensation.
Not much compensation for all the hours on the phone and stress we had trying to get Sky off the line.
Really dont want to have to go through all that again.
Have emailed BT care team as advised by keith, will see how i get on with them.

Moving home, New line is Sky and cant get stopped?...

Hi all, hope someone can help me out here.
I am with BT now and have been for couple of years (Phone / BB & TV) and want to stay with BT, i am moving house at the end of the week and thought i would simply phone up customer services and all would be sorted in a few days, but hit a nightmare hurdle.
Essentially BT Customer Services say the new home i am moving into has a Sky phone line and is still contracted to previous tenant and does not have a "stop" on the line until November, so BT apperently can do nothing for me until at least November.
I have health issues, not super serious but do need phone for medical uses, and i also need my Broadband as do online work from home for my employer (in fact my employment contract states i must have internet at home) so waiting over a month to have any contact with the outside world is not an option.
What can i get done? I have been in contact with the previous tenants and they just said "Sky said it will take at least 30days, sorry nothing we can do...bye". And BT tell me that there is nothign they can do at all until the stop date in November as its not there line and under contract Sky.
Been a loyal customer of BT for two years, always pay on time etc, and there doesnt seem to be much help or concern from BT about escalating a solution. Surely as the previous folks have moved out already (i already have keys) Sky can stop the line and BT can take it back no?
Anyone know of the right people or department to call? Or would calling Ofcom help?
I really cant be cut off from the world for over a month, ill end up getting sacked! :-(
Thanks

I don't think there is anything BT can do until sky release the line and from you post sky are not interested in your problem
going to OFCOM won't help you as they do not deal with individual cases. Maybe you should also consider a business line as residential lines should not be used for business as you describe and the poorer service level on residential lines may cause you a problem
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Over 6 Weeks to get a new BT line installed...even...

Hi
I moved into a new flat a few weeks back and wanted to get broadband setup through the BT line that was installed there, i rang BT and gave them the working phone number that was in the flat, they advised me that i could go ahead and use that existing line/number and could go ahead and setup broadband on it (in my case through O2) which i did....
However, a few days later O2 informed me that they had been contacted by BT who told them my phone line was to be cancelled...i found this strange as only days earlier they said i could use it, so i rang them up and they said as that phone line was in the name of the previous occupier (nice of them to tell me!) i would have to get a new line setup which would cost £127, i reluctantly agreed especially when they told me the earliest date a new line could be installed would be the 25th of January 2011 (i placed the order on the 9th of December....) due to the openreach engineers being "busy"...
Is there any anything i can do to speed this up?? As i can't get broadband at my property through any other method apart from using a BT PSTN line and getting an ISP to setup ADSL on that line
The main thing i don't understand is the fact a working BT line was active at the property up until the 8th of December, so i don't see why an openreach engineer has to be involved at all, surely its just a logical switch change at the exchange using the existing physical lines
I'm just wondering if anyone can give me any advice on this as i can't really wait that long to get the line in, as i rely on working from home and using a reasonably fast broadband connection
Many Thanks
Darren

Its taking 6 weeks for them to get round to installing my line too. Seems like a widespread problem - plenty of people complaining about similar delays on this message board e.g.
http://community.bt.com/t5/Phones/Installation-of-new-line-not-possible-until-the-13th-of-January/td...
I think this is appaling.
When I spoke to O2 to ask about it - the guy I spoke to said that they had been having this issue for months now. He pushed me in the direction of complaining directly to BT - but BT Openreach seem to claim that all complaints must go via your individual provider (i.e. they don't deal with the public)! Normally I would agree with interaction with the direct provider, but it isn't like they have a choice in which company they use to provision the line - BT Openreach is the problem!
I will echo the request of the original poster: how do we speed this process up?! Failing that - is contacting Ofcom the best way to note the poor performance of BT Openreach?

How difficult can it be to get a phone line instal...

First of all, for a communications company, BT are shockingly bad at communicating with their customers!
We ordered a home move for our phone line and Infinity services back at the start of Dec, and had an activation date of 19th Dec. The engineer duly turned up on that date and set about the install. The single socket in our house was not where we wanted it (no power socket close by for the broadband router), but he would see about moving that and all was good so far.
However, the engineer was struggling to get a tone on the line and after much to-ing and fro-ing and calling another engineer who was nearby, decided that the actual wires to the house were damaged somewhere between 30m and 250m from the house and as he was not qualified to do any underground works, he was going to pass the job onto another engineer. The next engineer duly came next day (on a Saturday no less!) to get us up and running. No dice. The engineer could not find the break, and we would have to get a new cable put in.
Now, apparently when our house was built the telephone cable was not put in with any ducting and ended up being concreted into the wall! So we would have to get new ducting and the works installed. He then went to paint up the pavement where it needed to be dug up to put the ducting in etc. Except the pavement was covered in leaves, so he sprayed the leaves. Hey ho - I knew where he had painted and I would be able to direct the guys if necessary. As the was the Saturday before Xmas, he was doubtful if the contractors would be before the New Year. The engineer did however get the broadband connection available.
Roll on the New Year and it's a stoney silence from BT, until the morning of the 13th Jan, when a contractor appearred at the door to say he was here to put in the ducting. I pointed out where it was going and left them to it. I glanced out of the window after a while to see they had made a 2ft gap in the hedge at the wrong side of the garden! I also watch in disbelief as one of the guys loaded his wheel barrow with spoil and wheeled it into the woods across the road and dumped it. These guys were the "dig things up" gang, another team were the "filling in" team and they would be along shortly to fill in the hole and re-lay the tarmac on the pavement. However, we at least now have the ducting from the street the house with a rope in the duct to allow a cable to be pulled through. Progress of a fashion.
A few days later, the hole was filled in and the pavement tarred. It then took a full week before another engineer turned up to actually pull the wire through the ducting and connect us up. Except he couldn't because the rope was jammed. So he passed the job back to somebody else. Then 2 days later engineers 5 and 6 turned up with a rodding wire to free off the rope. They couldn't free it off. They did work out that the ducting was probably dislodged by the "filling in the hole" team, thus trapping the rope. This would need the pavement dug up again to reset the ducting. Oh joy.
So, imagine my surprise when another engineer turns up one morning to install our line to discover he couldn't pull the rope through, then another engineer turns up in the afternoon to do the same , followed by yet another engineer the next day!
Meantime, the only communication from BT on the whole matter is when we call them to be told it is all in hand and it will be completed "in 2 days time", or we receive a text message saying they tried to call (no missed calls), and would try to call again in 3 days, do not call them back.
So far in this saga we have had 13 people at the house, not getting us a phone line, in nearly 8 weeks and absolutely terrible communication from BT.
A call to BT at the end of last week resulted in a promise that we would be fully installed by yesterday at 8pm.
I called BT this morning to be told that the external works will be completed by this Friday and they would then call me back to arrange an appointment for the engineer to come and do the install next week!
The only saving grace is we do have an internet connection (pretty vital for me as I work from home!) although I do have an extension cable running across my hallway and we have not been getting charged for line rental for the past 2 months.
I was told today that we should be getting compensation, but to be honest I am not bothered about that - I JUST WANT A PHONE LINE INSTALLED!
Rant over (for now!)

Hi smert,
I am sorry about the delay in getting your phone line on. It definitely sounds like you have been going through the mill lately with all the work being done and still no phone line.
Please send me in your details using the "Contact The Mods" link found in my profile and we will take it from here.
Cheers,
OlgaC
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’.

14 weeks to get a phone line installed - £10 compe...

I moved house on 28/07 and after a huge amount of problems with Orange and after managing to cancel my account with them I ordered BT Broadband and Evening & Weekend Calls on 07/08/12.
I get 3 emails confirming my order, thanking me for choosing paperless billing etc.
My initial engineer appointment was on 14/09/12 which is 5 weeks and a long time. To quote BT: “It usually takes 15 working days from when you order. It can take longer but this is very rare.” (http://bt.custhelp.com/app/answers/detail/a_id/8317/~/how-long-will-it-take-to-install-a-new-line%3F)
I get a text and an email on 12/07 to remind me of my appointment between 1pm and 6pm. So far so good.
The router gets delivered at 12.30am. This is promising.
The engineer comes at 13.30pm, installs the BT Open Reach box in my flat and then asks me if I can open the electronic gate next door as he needs access to my neighbour’s pathway to activate the distribution point. I tell him I cannot as it’s not my building. We try the trades button on the door system. It doesn’t work. We try pressing random house numbers on the door system (there’s no flat numbers on the building) to see if someone’s home. Nothing works. I phone my landlord who tells me this is a council building. No one is coming in and out of the building/gate. After about 30 minutes of trying and waiting I tell him just to use his ladder and climb over the gate (it’s about 6 foot) and activate the distribution point. I’ll take the blame if someone complains. It shouldn’t be a problem as I live next door, I’ve got a BT Open Reach engineer with me and we have a perfectly valid reason to do it. He tells me he can’t do that because of health and safety riles and trespassing laws. Fair enough.
The engineer leaves but before he does he tells me that when I’ve got access to the pathway BT would be able to send an engineer within 24 hours to activate the distribution point. He also tells me there is no need for me to be there the next time as all the work inside is completed and the only thing that needs to happen is for someone to activate the distribution point which is located on a wall on my neighbours building accessible from the pathway. He points it out to me and there is indeed a black box on the wall which can be reached using a ladder in the pathway.
I phone BT to see if anyone can find out how to get access to the pathway as I assume that if BT has installed a distribution point there they must have a way for them to get access to it. Especially as the engineer told me there are 3 lines in my building so this must have happened before. I was wrong. I have to argue with the customer service person with a very poor command of the English language for 30 minutes. He doesn’t know what “the council” is and doesn’t understand whatsoever why I –and I quote- “Can’t just ask the neighbour to let the engineer in when the next appointment has been made”. I try to explain to him there is an electronic metal gate with a call system and I am unable to call anyone as there are no flat numbers on the outside of the building and asked if he was suggesting that I wait all evening after work until someone comes out and that even then, surely I can’t ask my neighbour to stay home to let a BT engineer onto his pathway because I am trying to get a phone line installed. He then presented me with another option: “We can install a new line from the road but this is chargeable by £350”. After 30 minutes of this and asking to speak to a manager several times –which was refused- I had enough and hung up.
Determined to get the problem resolved I rang again and got someone else on the phone. She was quite sympathetic and advised me to phone the council and see if they can help. She confirmed that I didn’t need to be there for the next appointment if someone could give the engineer access to the distribution point as all the work apart from the distribution point activation was complete. By this time it was 4pm on a Friday and she promised to call back at 4pm on Monday.
I called the council right away but they said the caretakers had gone home as it was late on a Friday and advised me to ring back on Monday.
I get a text from BT: sorry we missed you appointment etc.
BT calls me on Monday morning 10.30am asking if I’ve sorted it. I tell the person I was expecting a call from them at 4pm and therefore I hadn’t rang the council yet. He promises to ring me back on Wednesday at 10.30am.
I call the council later that day; they’re not very helpful and advise me to call them again on Tuesday.
On Tuesday they log the call and lo and behold. Wednesday at 8.30am, the caretaker calls me, gives me his mobile number, tells me the trades button on the call system will work before 9.30am and they can give them access remotely. If they’re coming after 9.30am, the engineer needs to ring him an hour in advance and he’ll come to open the gate. We’re getting somewhere.
I don’t get a call on Wednesday 10.30am.
I call them myself that afternoon and explain the above. The guy says he’s written it all down, everything will get sorted and I’ll get a text with the new time and date.
Someone with a very poor command of the English language phones me on Thursday. I asked why she is ringing me. She says it’s to makes an engineer appointment. I tell her she doesn’t need to ring me as I don’t need to be in the property and they should all the information needed as I called them the day before. She doesn’t have a clue what I’m on about. I tell her to read out what she has on her screen under the notes as I now don’t trust that the person the day before has written it down properly. She once again doesn’t have a clue what I’m on about. I ask to speak to her manager. She says he’ll call me back. 5 minutes later he does. His English is excellent and he seems to have found the notes and knows exactly what’s going on. This is encouraging. He says the first appointment they have is 03/10 (it is now 20/09) but he’ll make sure they get it earlier and he’ll ring me back. The first person that hardly speaks English calls back. She says the appointment will be on 03/10 between 8am and 1pm. I tell her that her manager told me he was going to make sure it was going to be earlier and ask her why he lied to me. She doesn’t understand what I’m saying. I try to explain to her that trades button on the call system will work before 9.30am and they can give them access remotely but if they’re coming after 9.30am, the engineer needs to ring him an hour in advance and he’ll come to open the gate. She doesn’t understand what I’m saying. I ask her to get her manager to ring me back as he speaks English. She says he’ll call within 15 minutes. I get a text 5 minutes later confirming my appointment for 03/10 between 8am and 1pm.
On 02/10 I phone the caretaker in the morning to let him know they’re coming on 03/10 between 8am and 1pm. I also called BT once again to check everything was clear, confirming they have the correct mobile number of the caretaker etc. They say they have all the information needed and promise that the work will be done.
I phone on the afternoon of the 3rd to check the work had been done and I am told that it hasn’t as the engineer needs access to a flat roof and the caretaker can’t provide him with that. I explain that the original engineer had been on the flat roof already and told me they only needed to get through the gate to activate the distribution point so I don’t understand why they now need to get back on the roof. The roof can be accessed with a ladder (which they all standard have with them) from the pavement anyway so why do I need to be there? They tell me that the engineer has tried to call me but my phone was switched off. I am 100% sure that my phone has been on all day and I haven’t received any missed calls. Also, after all of the above, I wouldn’t switch my phone off on the crucial day. The engineer is lying. After being on the line for 15 minutes (as it takes at least 5 minutes to go through the automated menu every single time you call them and it literally takes a minute for the information to come up on their screen every time they need to access a file) that I don’t have time to discuss this right now as I have an important teleconference with an overseas client and ask for someone to call me back that evening to discuss this as I am busy at work all day.
I receive a text 10 minutes later saying the next engineer appointment is 12/11 between 1pm and 6pm.
This is 14 (!!!) weeks after ordering the service. I phone back when I have a short break at work to discuss this and request a call back. Someone calls me back 5 minutes later and asked for my account information which I don’t have handy so I ask to hold on while I’m looking it up. She hangs up on me.
I stay late at work to write an email on the email form on the website with a watered down version of all of the above and I get a confirmation email that it’s arrived.
I get another text that evening at 8.40pm as well as an email saying -once again- that the next engineer appointment is 12/11 between 1pm and 6pm.
Someone calls me at 8.50pm saying that the next engineer appointment is 12/11. I tell him I know this as they’ve sent me 2 texts and an email already and that this date is unacceptable and ask to speak to his manager. He tells me I need to call the Order Management Department. I ask him what the number is. You’ve guessed it: 0800 0800 150.
Someone called Chris XXXXX calls me the morning after to discuss the email I’ve written the day before. He gives me the usual “Open Reach controls the engineers” story and tells me the appointment will not be earlier than 12/11. I tell him this is unacceptable and if the appointment can’t be moved forward I want some compensation for all the expense and inconvenience caused. He tells me that since I haven’t been billed yet I’m not eligible for any compensation but as a gesture of good will he will give me £10 which I’m normally not eligible for as this is only given to people whose engineer didn’t come on time. I try to explain that if the engineer would have called me as he said he’s done (and not lied like he’s done) I could have explained where the distribution point was and I probably even would have rushed home from work to finally get it sorted. We argue a bit about compensation in which he tells me he’s already doing me a favour by giving me £10. I stop the argument to discuss more practical issues and ask him if I now need to be home on 12/11. He says I do. I now need to take another day off work it seems. I ask him if the caretaker needs to be there as well. He says he does. I ask him if I should invite anyone else and provide tea and biscuits for everyone. I don’t think he gets the joke. We argue a bit more about compensation, we get nowhere. I’m now getting upset. He says he’ll call me back at 1.30pm.
He does and immediately I ask him for his direct phone number. He says he doesn’t have one. I ask him for his email address. He says he doesn’t have one. I ask how to get in touch with him. He says through the 0800 call centre or the form on the website. Now the line gets really bad and gets disconnected. There is nothing wrong with my mobile or signal, I have 5 bars and 3G showing but I can’t hear him and the line gets disconnected. This happens 2 more times. I get him back on the phone and I ask him to call me back on my work landline. He does and a number shows up on the phone (not the 0800 one that showed up when he called my mobile). I immediately write it down and tell him he just lied to me about not having a direct line. He says it’s a desk used by many people. I tell him that if I ring that number and he’s around there’s chance I could get to speak to him surely. He says it’s only used for outgoing calls. I haven’t tried to ring it and can’t be bothered to be honest. I stop this argument and bring the conversation back to compensation. I ask if he can at least give me a few extra months free or upgrade my account for free for a few months maybe by throwing in some telly or something. He says he can’t do that and they can review compensation once the line has been installed. I tell him that’s not good enough and that this whole story is going online and hang up.
Worst customer service I’ve ever experienced and it seems that I’m stuck with it because I’ve already got an appointment and cancelling and going with another provider will result in an even longer wait.
I’ve been offered £10 compensation for taking 2 days of work, hours on the phone, massive mobile phone bills, a lot of stress and 14 weeks without a landline or internet. Truly unbelievable.

Hi
I am sorry to see you are having problems with your BT Service
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

New build property, horrible BT phone line install...

Hi all.
I am writing here because I have been thrown around by BT and the phone line installation team over the past one month, and I have just run out of patience.
The entire experience started in late May, when I phoned BT and told them that I was moving house in 2 weeks and that I would need a new phone line installed at the new property, which is a new build. The BT sales team was more than happy to take my order, and since there was a charge of £130 for installation of phone line by itself, I decided to bundle both broadband and telephone line from BT directly to avoid that cost. I was a given an appointment on the 10th of June for my phone and broadband installation.
The 10th of June came and I took the day off work thinking all would be sorted by the end of the day. By the late afternoon no one ahd contacted me and there was no one who had come to the door. I called BT and had them check on my order and they said that "for some reason, the order says its still 'pending' and has not gone through..." After chatting with different people from different teams like sales, orders and them confrerring with engineers and seniors, I was finally told that the order could not be processed because I was in a new build and hence the system could not process a broadband order before there was an active phone line in the property, hence the failure of the order to go through. Next, I was given a date for the phone line order by itself to be done, and although I was frustrated here, I conceded and moved on hoping to get the issue sorted as quickly as possible. The new date was June 22nd for the phone line and then the broadband order to be placed thereafter. At this point I was not sent any emails or letter regarding my order with ym order number or any references, so I should have been sceptical, but I let it slide thinking it would be settled soon.
June 22nd came and I took leave off work again for the 8am - 1pm BT engineer visit. Once again, no one showed up or contacted me. I called BT again desperately hoping that this could not be happening again. When i asked the lady about my order scheduled for that day, she said that the order did not go through once again. It was still 'pending'! I was just shocked. I wanted to explode because twice BT had given me apppointment timings that could not be fulfilled and twice they left me in the lurch when they knew beforehand that the engineers would not show up, leaving me to take time from work which I cannot get back, much less the fact that I still do not even have a phone line. After much chatting with different people on the line I finally got them to book another order this time for July 9th for the phone line.
This time i called back on July 2nd and July 6th to make sure that my order was on track and I was assured that after checking with the 'openreach engineers on their side' that my order was on track and the engineer would show up definitely on 9th of July.
Then the 9th came and I took the morning off from work to wait for the engineer.Yet again, BT managed to show me how poorly they treat customers. No engineer showed up again, and as was becoming a habit now, I had to phone BT to enquire about my order and discover that the engineer was not going to show up today as well. When pressed much more the person on the other end finally relented that the cables from the exchange to my new build property need to be set up and are in the process of being done. I would then get a call when BT/Openreach finally finish this. I felt let down, especially when I asked how long that would be since I have already been waiting for a more than month for BT to carry this out and also agreed to pay the £130 set up charge for the phone line since they wanted to process the phone line order alone first. Her response was nothing more than a "I cannot tell for sure.." and at this point I could tell that meant it could be a really long while more before getting a phone line / broadband, if ever BT is interested in setting it up.
Is there any way to actually check and see if BT are setting up a connection from the exchange to the property for the phone line and how long it would take before I can finally get a simple phone line here?
Sorry if this was a bit of rant but it is rather draining and also costly for me having to deal with BT and wait for them when they could simply communicate with me better to inform me of their engineers' decisions.
Abi
*EDIT* I have also spoken to the developer of the property and they have informed me that the flat is ready for a phone line to be installed, and that BT is only currently fitting phone lines to the building across the road and not my block, so that means someone at BT/Openreach is telling me the worng thing and the engineer is just refusing to come out now. I have additionally spoken to some of the other residents who moved in before me in the same block and they have had phone lines connected to their property by BT so I think this problem needs sorting out asap by BT please.
Thank you.

Hi
It seems that I am caught in the same endless maelstrom of bt/open reach inability to meet installation obligations.
We have a new build home on a small private development. No cable available regrettably so all 6 of our neighbours use bt phone and std broadband.
Ordered both services end April to be told that install appointment was 30 May - seemed a long time but accepted. Had whole series of emails and texts from bt reminding of appointment and arrival of modem, but late evening 29 May text arrived saying order delayed and put back to 13 June. Called following morning and got the run around took 40 mins to get any answer of sense that said ,Line work was required and open reach we're dealing withi it.
13 June came and went no one called or advised that appointment would not be met. Again many phone calls but same answer line issues. My developer tells me that the lines are installed per spec, in fact we have a black network cable present through a conduit next our front door but no terminal box to join up to white phone line wires to inside phone points. Offered bt a photo of this but they will not accept it. Just keep saying line issues holding up install. Either way unless this work is done the it will be impossible to connect even if other work had rally to be done - not interested!
This week promised that all would be done, 16th the 17th and then 18th -nothing again and hence more phone calls.
Issue handed to resolution team who calked today to say work schedule for 12 July! More than two months since order - just don't believe them and asked them to escalate - no hopes up!
In the meantime our phone no rings out and people wonder why we are not answering! Complete shambles.
In 2014 this should be easy meat to BT who seem tied up in a complaint type process that resolves nothing.
I have no real choice but BT and their performance is just hopeless. Advised ofcom but don't deal with individual complaints - this is consumer hell and very very frustrating.

Post Moved Failure-to-get-a-new-line-connected

Postst moved to Phones Board http://community.bt.com/t5/Phones/Failure-to-get-a-new-line-connected/td-p/876554
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

I know. I actually passed an OpenReach van 500 meteres from my house today. Stopped and asked if there was any way, at all, the guy could help me out or check on the status of the BT marked manhole cover outside my house (<1 min away). Was told 'Sorry, not my job, can't help you, I'm here to sort out another property and I'm lost'. I said I fully appreciated he had other work, but was there any chance he could take just 5 mins to help me out. I was told 'no way, not my area, sorry'. Said that OpenReach would need to commission a 'survey' of my property to sort this out. Frankly, he couldn't get out of there quick enough.
Sad thing is, my neighbour had an Engineer out (as I was promised by BT) and it was all sorted in a few minutes and was simply activating a connection in the exchange box (or whatever it is) outside my house.
Crazy thing, is they will just end up sending another OpenReach van out to sort this out. At some point. Maybe.
As you say . . . OpenReach just do what they want. I don't blame this guy specifically, but it would be nice if he took a second out to help everyone out.
BT call centre, meanwhile, just helplessly say that they can't tell me any more for 36 hours.
<rant over>

How do I get the old Apple ID off of my iPhone and the new one installed?

I got a MacBook Pro and decided to create a new Apple ID different from the one I previously had. How do I get the old Apple ID off my iPhone and the new one installed?

When I tried this, my music stayed the same whereas my new iTunes has only about half the music it used to. How can I get all the music to clear out so that it can sync my new music to it. Simply connecting it to the MacBook Pro and pressing Sync has not worked.

A new line is showing up on messages I receive. It's seems to be a row of links, including a URL to (maybe) the msg source. How do I get rid of it?

On my incoming messages, under my toolbars & above the msg header, is a new line. It sort-of looks like another toolbar, but different. It reads from left to right and each word is highlighted white:
Back Forward Refresh URL: ___________________ Go
Each of these words except for "URL:" are in boxes as if they are links but they don't work like links.
What is this and how do I get it off my incoming messages?
Thanks, nanciewanda

I have no idea. Perhaps you could post the troubleshooting information so we can have a better look at what is going on.
Click the Help menu (Alt+H) and select ''Troubleshooting Information'' from the menu.
Now, a new tab containing your troubleshooting information should open.
*At the top of the page, you should see a button that says "Copy text to clipboard". Click it.
*Now, go back to your forum post and click inside the reply box. Press Ctrl+V to paste all the information you copied into the forum post.

Add a new line to get Iphone 4s instead of ETF?

Could I add a line to our family share plan to get the Iphone 4S, and after activation on the same day switch the Iphone to my current phone line # on the same plan, and then add an old non data phone to the new line added to buy the iphone? That way I get the Iphone at the 2 year price and not have to pay a early termination fee, plus I get to keep my current phone # and unlimited data? Will this work? Help please!

I would be buying this from a verizon store. I went tonight to buy the iphone 4s and I was told I couldn't because last May I decided to pay the difference for a new phone instead of getting the same phone they had replaced many times and I kept having issues with having poor reception quality. So I bought my current Droid X for $199.99 plus $20 more for the early upgrade fee, so I got no discount. I am told today that I used my upgrade in May so I have to wait until January of 2012 to upgrade to Iphone 4S or any other phone unless I pay retail price of $649.99. So my husband and I decided to see if it would be worth just adding a new line and switching the phones around. Do you see me getting any grief for doing this?

My hard drive crashed on my macbook pro and I had a new one installed and they were unable to get my pictures off of it. Is there anyone who could help? I'm going to lose all my memories of my kids! I got my old hard drive

My hard drive crashed on my macbook pro so i had a new one installed and they couldn't get my pictures off. I dont want to lose all my memories! They gave me back my old hard drive. Is there anyone that could help me?

I think how you understand the value of having backups. All you can do is:
General File Recovery
If you stop using the drive it's possible to recover deleted files that have not been overwritten by using recovery software such as MAC Data Recovery, Data Rescue II, File Salvage or TechTool Pro. Each of the preceding come on bootable CDs to enable usage without risk of writing more data to the hard drive. Two free alternatives are Disk Drill and TestDisk. Look for them and demos at MacUpdate or CNET Downloads. Recovery software usually provide trial versions that enable you to determine if the software would help before actually paying for it. Beyond this or if the drive has completely failed, then you would need to send the drive to a recovery service which is very expensive.
The longer the hard drive remains in use and data are written to it, the greater the risk your deleted files will be overwritten.
Also visit The XLab FAQs and read the FAQ on Data Recovery.
You will need an external enclosure for the old drive so you can connect it to the computer in order to try the recovery software before you buy it. But if they don't work then you will need to send the drive to a recovery service such as Drive Savers.

New Line Installed - Promised 10MB on getting 4MB

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