No Broadband Activation by BT

As a long standing BT customer,I ordered BT Broadband on 26th March 2012 for a first time Broadband connection to this house. I  was given an Activation date of 2nd April. My router duly arrived but my Broadband was not activated.
After countless phone calls to BT and review dates which have come and gone, I still have not been given any reason whatsoever for the delay. No one I spoke to knew what the delay was or knew anyone who did know !
A 'specialist' from Sunderland promised that an engineer would telephone me to explain the delay. Needless to say I received no telephone call from anyone.
It is now 3 weeks since I ordered BT Broadband with no indication fom BT that I will ever be connected !
Is this normal customer service from BT - a 'communications' company ?
Solved!
Go to Solution.

It is now 5 weeks since I ordered BT Broadband and it has still not been activated !
On Monday 23rd April I was telephoned to say there was a fault somewhere on the line, which I presume they had known since 2nd April , when activation failed on my Activation date. A Broadband engineer also told BT Customer Services to ring him back the next day for an update.
On Tuesday 24th April I was telephoned to say that it was the tie pair which was faulty. The engineer told BT Customer Services to ring him back in 24 - 48 hours.
On Thursday 26th April I was telephoned to say that the fault had still not been fixed and that the problem had now been " escalated " which meant it should be resolved within 24 hours.
On Saturday 28th April I was sent an email to say that the Broadband engineers had said that someone needed to " speak to the suppliers to update the new exchange equipment " and BT Customer Services were requested to check with the engineers again on Tuesday 1st May.
Today I have had an email to say that , when telephoned, the Broadband engineers had said that " the suppliers are still working on updating the new exchange equipment ".
I have no idea how the " suppliers updating new exchange equipment " relates to me since I am not ordering BT Infinity but only basic BT Broadband. I am left wondering whether the Broadband engineers , when contacted by BT Customer Services , now think my order relates to BT Infinity.
The whole problem is going round and round in circles with no single engineer actually seeming to take responsibility for rectifying the fault. The engineers seem to be telling BT Customer Services the same thing in a slightly different way every time they ring and are now possibly getting confused as to what I have ordered. They then ask for another 48 hours with nothing actually ever getting done. They do not seem to know what is required of them.
Apart from the fact that the BT Broadband engineers may now think I have ordered BT Infinity , which I haven't , it seems that after 5 weeks I am still no further forward and still have little hope of ever getting activated.
Can anyone help , please ?

Similar Messages

  • Mobile Broadband Activation - my country is not featured in the list

    Hi my unknown friends. I assembled a modem to my W530 and during instalation of the "Mobile Broadband Activation" application I was asked to "select the country where I was located". Unfortunate I currently live in Iceland but Lenovo does not seem to know this country, to which they sell so much of their stuff and have they authorized service and shop there, even existed and did not deign to place it on the list. They even did not bother to put there an option like "other". What should I choose to properly and correctly complete my installation process? Thank you in advance. 
    With regards
    Wojciech
    Moderator Note; profanity / implied profanity edited. Keep it clean!  Forum Rules

    hello guys, i live in lebanon too and i was so frustrated by this. however i found the solution. when setting up icloud keychain, before creating a password for the keychain press on advanced options and choose not to create a password. you will ahve to use your account password to activate keychain on other device. this will bypass the sms confirmation

  • Broadband Activation Problems

    Hi there.  I'm hoping one of the mods picks this up as from reading some other posts, it seems that it is the quickest way to get this type of problem sorted and lots of people seem to have had the same issue.
    My broadband activation date was 13 December but this never happened as I was told there was an issue at the exchange and that a new order had to be put through but this would be escalated and my broadband would be activated on Monday 16 December. Guaranteed!! I called the call centre on Monday 16 December to make sure this had been done and was told that it hadn't been escalated but they would do it now and my broadband would be activated within 24 hours. I was told this by a supervisor. 24 hours came and went and still no broadband. Yesterday, 18 December and I received a text and email telling me that my broadband was ready to use so I got home and tried it and still the red flashing broadband sign on the home hub. I called in and was told that Wholesale had closed off the order or the escalation and that everything should be ok but to leave it till midnight. This morning it still wasn't working so I called in and was told, again, that there was a problem with the order and that they would have to send another order to Wholesale or the exhange. I spoke with someone in the Customer Options team, which I assume is athe complaints section and was told that definitely it would be on in the next 48 hours. I do not believe this and now know, after speaking with a friend who is an engineering supervisor with BT, that it's more likely going to be a few weeks before my broadband will be activated. I am on the verge of cancelling my contract as the service has been very poor (I'm being very kind here) but if a mod can reply to this with maybe some contact details then I can give them my other details such as account number and telephone number. Things seem to get resolved (or at least you get told the truth) when a mod gets involved.  Thanks in advnace.  Stephen Campbell

    Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved.
    Do not send them a Personal Message as this is the incorrect contact method and cannot be properly tracked also the mod contacted may not be on shift for sometime and this will delay your help
    The forum mods normally reply within 3/5 working days after you have contacted them
    They will contact you personally by email or phone  
    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’

  • Early Broadband Activation date

    Hi there,
    Would you know if it is any possible to activate the broadband earlier than estimated?
    My order has been somewhat of a mess due to equipment being exceptionally delayed thus resulting in reschudeling engineers and what not. So the initial broadband activation date was on the 5th of December, now it's the 7th of January for whatever reason.
    Now, the phone line engineer installed and activated the phone line and explained that all I have to do is just plug in the Hub and I should be ready to go - Only my activation date is on the 7th of January.
    So, with the phone line being alright, shouldn't it just be "switch on" to activate broadband?
    Cheers

    you will have to wait till the quoted activation date as that is the date that an Openreach engineer is at your exchange to connect your line to the broadband equipment it is not just a switch on procedure
    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’

  • Broadband activated a week ago- email still not wo...

    I'm writing on behalf of a friend from my village whose BT Broadband I set up last week – for the avoidance of doubt, it is working well. However, the @btinternet.com email address which he was given when he joined BT has still not been activated, over a week since his broadband activation date.
    I attempted to solve this with him earlier today by contacting BT Live Chat online as well as your telephone support team. Unfortunately, neither could help – the latter claimed the activation of his email was "in progress" according to his system, but I wonder if this is true given that the email account should have been activated by midnight on the broadband activation date, according to both the original letter he received and the BT website.
    I don't want to spend any more of his time or mine on the phone without resolution, especially this close to Christmas! I've even tried to 'prompt' the activation by going through the BT Yahoo! webmail password reset, but perhaps unsuprisingly this doesn't work because said process claims the email address does not exist.
    Can anyone offer any advice? Many thanks in advance.

    Welcome to this forum.
    This is a customer to customer forum only, where forum members can help each other with BT Retail products and services.
    Anything you post here does not go to BT. Although the forum is moderated by BT, not all post are read.
    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 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.

  • Broadband activation passed (20 Jan 2014 ) still n...

    I decided to move from O2 to BT  on the 13/01/2014 and ordered both a bt line and broadband.I was given an activation date of 20/01/2014. Come the 20th both the phone line and broadband are not activated, I wait for bt to contact me as instructed via the BT website. I waited a few days and still nothing so I called in, I was then advised that there was a "Technical issue" and that my order would need to be cancelled and re-ordered and that my new activation would be on 24/01/2014. I waited patiently and come the 24th my phone line got activated however broadband didn't.
    At this point I was really getting annoyed and phoned up only to be told "Technical difficulty" and being promised by each different "advisor" I spoke to each day that my activation would be the following day. I was promised 26th,27th,28th and eventually on probably my 10th call in I get told my issue is being escualated to the Broadband order management team. I then get a call from them saying that will have to cancel and re order my broadband once again and that my broadband will be activaed on 31/01/2014 as they were going to tell the supplier to exipdite my order. Come the 31st still no activation, I call up one of the drones again and get told I promise you it will be working by 01/02/2014. The 1st comes and still no activation, I call up once more to then get informed that there is a "Routing Issue" and my new activation is the 06/02/2014 but he is expidting it so that i get activated on 04/02/2014 he also told me that he was handing my details to the "back office team" who will call me each day to inform me what was happening. No call nothing from them what so ever.
    So here I am on the 06/02/2014 a day after when my 4th or 5th? activation date was set and I still have no broadband.
    I can honestly say throughout my entire life that I have never dealt with such a useless customer service team.Its funny how when you call up to order you speak to a well informed person (UK based call centre) and that the minute the money is taken you get thrown to the wolves (No I am not racist). I have probably listened to at least 4-5 hours of Bach/Mozart whilst being on hold and can whistle the whole tune from memory.
    Loads of scripted answers are constantly used  and I get the impression that the so called "advisors" told to just make up any reasons they can on the spot to get a person off the phone to help boost their daily call count.
    Can any mods please help? I moved to BT as I was tempted by BT sport but if this is not recified in the next few days I will be cancelling, as you can see I have been more than patient. 
    Thanks

    Got a call from one of the admins on this forum on monday 10/02/2014 and was informed that I was connected to the wrong exchange and that work was being done on it and that he would call me today 12/02/2014 with an update. I have received no call today. Could someone from the admin team on here please contact me tommorow as it appears you are the only people on BT capable of giving me an actual update on my order as opposed to one of the indian scripts.
    I have now been a complete month without internet and I am fed up of being passed around all the indian call centres. Who begin each sentence with "I will resolve your issue today for you sir". 
    If I do not receive a call tommorow I will be leaving, I have given you a month and you still haven't connected me and I have been lied to on nearly every phone call.

  • Delay in broadband activation

    I ordered BT broadband on the 24th November I was given the activation date of the 15th December, originally I was supposed to have an engineer out on the 15th however the day enforce this I checked the online status of my order and it said the engineer no longer needed to come out, which didn't surprise me as there is already a BT line in the property I have moved into. I received a text message on the 15th saying there was a delay and they would contact me on the 16th, I then received another text on the 16th saying they would give me an update on the 18th. Heard nothing on the 18th but had a voicemail and a text message on the 19th as I was in work so couldn't answer the phone. In the voicemail and text I was told that there was still a delay and I would e contacted for an update on the 2nd January!! I haven't been informed of what the problem is and in struggling to understand why there is such a problem when there is a by line already in my house. And it seems I'm just being given dates where I will be informed of progress so still no activation date! I understand it's close to Christmas but it's becoming an absolute nuisance as I'm a student needing to revise and still having no internet. Is there anyone who can help to advise what the issue is??

    I have asked a moderator to provide assistance, they will post an invite on this thread.
    They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
    Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
    Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
    For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
    They will respond either by phone or e-mail within 5-6 working days.
    Please use the tracked e-mail, to reply, not via the forum. Thanks
    This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
    When you submit the form, you will receive an enquiry number, so please keep a note of it
    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.

  • Broadband activation date has passed and no broadb...

    After my contract broadband with O2 was sold to Sky and sky jacked up the price. I decided to switch to BT broadband. The sign up was fairly straight forward and I was given an activation date January 20th, hub arrived same day and BT sports was turned on too. I plugged in hub on Tuesday morning and it went orange with a flashing red b. I left it till the evening just in case I was being impatient but still no blue light. I had a text message that same evening apologising for the delay and they will call me on Thursday 23rd and not to call as there was no need. That's in itself was frustrating, the lack of information and the disregard for customer care. There was no call on 23rd so I decided to call them and was told that there is an issue and that a specialist would be in touch and there was nothing they could do just wait for the call. Up to now I have had no further information and I'm just frustrated by the lack of information or renewed activation date it's making me regret changing providers. Can anyone enlighten me as to what's happening and where this fabled specialist is?

    Hi Novvy26,
    I would like to take a look at your account to see what is happening with your order for BT Broadband. Please send me in your details using the "Contact The Mods" link found in my profile.
    Thanks
    PaddyB
    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 :-)

  • No Broadband Activation

    My activation date for my phoneline is meant to be the 2nd of May, 2012. However, the broadband was still not activated by midnight. The online tracking system says my order is on track but under the activation it says my order is 'in progress'. I really need internet for my work - is there any way for the line to be activated as soon as possible? Can somebody help?

    Hi cmcheung93 and welcome
    Is the broadband still off, sometimes the activation can be delayed slightly.
    Dial 17070 and check your phone number is correct, it should be.
    Then leave the equipment set up with the hub powered on. You should see the power and wireless lights, the broadband light should be on as soon as BT 'flick the switch'.
    -+-No longer a forum member-+-

  • Re: No Broadband Activation by BT

    Hi, I placed an order for a new bt phone line + broadband at 19th april 2013. The 7th of may is the activation day. The telephone is working fine but haven't got the broadband yet. the only information i got is "There is a delay to the provision of your Broadband order which we are currently investigating with our suppliers. We will keep you informed of any progress, please keep checking online for further updates." No other informations whatsoever... How long it may take to get activated???

    Hi
    I am sorry to see you are having problems
    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’

  • Passed phone/broadband activation date...

    I know that this has been talked about a lot on these forums, but I'm hoping to get the attention of a Mod who will give me an answer.
    I purchased unlimited broadband and calls online on Thursday 9th of September. This is for a new build flat - so my line needs to be activated. I was then informed that my estimated activation date would be Thursday 16th September and that I would not need an engineer to come to my property. 
    Unfortunately the activation date has passed and neither the phone or broadband works. So I phoned BT, and after being passed about and put on hold repeatedly (often ending in the line going dead after waiting 15 minutes and needing to start all over again), I was told that there was a fault... and some one will call me back in 48 hours to tell me why... not to tell me that they've fixed it, but just to tell me why. 
    The reason this is so important to me is because I work from home - I need a broadband connection and a phoneline to do my job, and I'm currently relying on a PAYG tmobile 3g dongle and my mobile - which are both costing a fortune (especially the mobile because I make a lot of international calls - something I am sure BT will love to profit from). 
    Having been mucked about by Sky for 2 months (who also failed to install a phoneline because they consistently failed to communicate with openreach properly - resulting in repeated cancled installs) I don't have the luxury to wait around! Having looked around this forum, it has taken some people months to get connected. 
    I simply want to know WHY my activation failed, and WHEN it can be fixed. Simple. 

    Oliver_H wrote:
    I know that this has been talked about a lot on these forums, but I'm hoping to get the attention of a Mod who will give me an answer.
    I purchased unlimited broadband and calls online on Thursday 9th of September. This is for a new build flat - so my line needs to be activated. I was then informed that my estimated activation date would be Thursday 16th September and that I would not need an engineer to come to my property. 
    Unfortunately the activation date has passed and neither the phone or broadband works. So I phoned BT, and after being passed about and put on hold repeatedly (often ending in the line going dead after waiting 15 minutes and needing to start all over again), I was told that there was a fault... and some one will call me back in 48 hours to tell me why... not to tell me that they've fixed it, but just to tell me why. 
    The reason this is so important to me is because I work from home - I need a broadband connection and a phoneline to do my job, and I'm currently relying on a PAYG tmobile 3g dongle and my mobile - which are both costing a fortune (especially the mobile because I make a lot of international calls - something I am sure BT will love to profit from). 
    Having been mucked about by Sky for 2 months (who also failed to install a phoneline because they consistently failed to communicate with openreach properly - resulting in repeated cancled installs) I don't have the luxury to wait around! Having looked around this forum, it has taken some people months to get connected. 
    I simply want to know WHY my activation failed, and WHEN it can be fixed. Simple. 
    (my bold)
    Hi Oliver_H and welcome
    mod email address - [email protected] (they'll need your name, account number and a link to this thread).
    new build - I'll guess that your master socket connections have not been made off (connected), as only BT can do this. This could be why your line isn't active...
    It could be a fault, but I'm stilling guessing they're not connected in the master socket...
    You really shouldn't, but a quick look (don't touch) at the master socket connections may answer this for you.
    -+-No longer a forum member-+-

  • Ordered broadband - activation date 23-4-2013 but ...

    Hi all,
    I received my kit today 23-04-2013 plugged in and have been waiting on the broadband light to turn blue, but its still flashing orange, i've reset it, tried the other filterin the box, tried the master test socket etc and still no joy...
    I read it can take up to 23:59 on the day, but is there any way to find out if broasdband is actually activated on my line?
    much appreciated
    John

    If you go into the Homehub management page, see this link
    http://bt.custhelp.com/app/answers/detail/a_id/361​16/c/346
    This will show if the hub is connecting to broadband or not.
    To actually check if your order has activated try and contact BT on this link
    https://bt.custhelp.com/app/contact#h=eyJzdGVwMCI6​ImNvbnRhY3RJdGVtTGluazU2MjciLCJzdGVwSWR4IjoxLCJzdG​...

  • Broadband Activation Passed Over 2 weeks Ago

    Hello
    I orderd Bt Broadband on the 11th December 2013 (Part of a package)
    I received my Broadband (Standard) Activation Date which was due on the 18th Dec 2013 (BT Home Hub received)
    This came and passed, hence I telephoned 0800 800 150 the following day  and was informed that it would be activated by the afternoon.
    Again, this didn't happen,
    I Telephoned again, and was told to wait a further 24 hours....still no luck.
    I next tried the Bt Contact us email on the 22nd Dec 2013 and received a reply the following day which read:
    Thank you for your e-mail dated 22/12/2013 regarding the order.
    I have checked your account and confirm that you have placed an order for Broadband. I really apologize for the delay in installing your Broadband. The delay in installation is due to some maintenance issues in your property. I have checked and confirm that your order will get installed on 27/12/2013 and you will get a call back from the order team on the same date.
    I don't understand what they mean by Maintenance Issues in your property?????.....I only requested Broadband Standard.
    So I tried on the 28th Dec, still no activation status in progress, .....plus no call back or even an email from the order team as promised.
    I have checked each day and still no activation/ shows in progress (I have in the mean time sent emails via BT Contact quoting initial Ref..........................but never received a reply during the alloted time).
    If any one could sort this out I would be most grateful, note that the MAC code from my current provider runs out on the 8th Jan 2014, and I certainly wont go through the hassle of contacting them for another, and therefore obviously would remain with them.
    This unfortunately would mean that BT would lose my business and I would be unable to recommed their Broadband service to anyone.
    Many Thanks
    Brain Dawes

    Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved.
    Do not send them a Personal Message as this is the incorrect contact method and cannot be properly tracked also the mod contacted may not be on shift for sometime and this will delay your help
    The forum mods normally reply within 3/5 working days after you have contacted them
    They will contact you personally by email or phone
    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’

  • BT Broadband Activation Delayed

    I am so dissapointed after waiting for nearly 2 weeks for my broadband unlimited to get activated tomorrow the 16/04/2013 i receive a text today saying:-
    "BT Here - Sorry, we need to delay your broadband connection. We will contact you on the 18/04 with further updates about your broadband connection."
    What is going on?
    So i login to check 'Mybt' and my order is no-longer showing and cannot be found even if i search by the order reference number.
    I have already received my BTHUB last week and i booked this in with a MAC Code from my previous provider so what happens now?
    So i attempt to call bt today and after speaking 2 four different advisors and on the phone for 30 minutes i was told i have to wait for the call back from the engineers on the 18/04 as the text stated and they could not provide me with any information or reason for my broadband delay
    This is extremely poor customer service and being advised by sms of a delay with no specific information.
    Does anyone know what is happening here?
    Please Help
    Miss Fielding

    This is a BT Customer to BT Customer forum. It is only moderated by BT staff and your post might not be read by them. If you have a complaint or want assistance from BT then contact them via this link
    https://bt.custhelp.com/app/contact/session/L3RpbWUvMTM2NjA1NTU2Ny9zaWQvajJVQXJPbmw%3D

  • Broadband activation date has passed, and nothing....

    Hi all,
    So yesterday we had our new BT services in a property that we've just moved to. The OpenReach guy was actually early and after about an hour had the line up and running. Our equipment hadn't arrived so we couldn't test broadband but the phone line seems to be working fine.
    Then our equipment arrived and we set it up but the blue B didn't glow. We thought this was fair enough as they do say up to midnight. Then at about 4 I received an email and text saying that the service was all ready to go. So we tried again but still the b light didn't glow.
    So we called BT and didn't get much sense out of the advisor. She was flip flopping between different lengths of time based on my reaction - 24 hours, midnight tomorrow, etc. She settled on saying it would be up by midnight tonight (yesterday).
    Needless to say, it didn't miraculously start working at midnight. It's now the morning after, and it still isn't working. Oh and the 24 hour support line closes at 9pm and reopens at 8am...
    Any advice?
    Thanks.

    Hi jacklenox,
    Welcome to the forum and thanks for posting. I can look into this if you wish. Drop me an email with the details. You’ll find the “contact us” link in the about me section of my profile.
    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 :-)

Maybe you are looking for