Still no Broadband!

I've been waiting for my Broadband to be set up for just over a week now. First I was told it would be done on 25th March, but then it was discovered that there was a fault on the exchange that moved it to at least Monday 30th March. On Monday I was told it would definitely be on Thursday 2nd April.
Thursday came and we still had no broadband. My girlfriend called and was told it would be Thursday 9th April. I called up to change this because it was becoming a joke and was 'promised' it would be online by midnight that night.
i waited until midnight, contacting BT to double check using the web chat in the meantime, and it still hasn't activated.
I'm not happy. I'm placing an order with Virgin and switching to them if this isn't resolved.
Worst thing is, BT don't work today with it being Good Friday. I've been lied to far too many times by BT and it's stopping me from working from home this weekend. Absolute joke service!

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.
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Please use the tracked e-mail, to reply, not via the forum. Thanks
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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.

Similar Messages

Still no broadband light

My line was fitted on the 1st april and my activation date was 31st march. When the engineer installed the line i had no broadband light on the hub so i rang bt and they said the activation date was wrong and it was actually the 1st of aprill so i waited untill the 2nd and still no light, so i rang again and i was told i will now have to wait untill midnight 4th aprill. So i waited and still no broadband rang again and told me wait untill 6th aprill and guess what still no broadband. I have rang twice today and the guy said he would test my line and call me back and twice he never bothered to call back.
I am starting to get a bit angry now all i want is what im paying for it just seems like i will never see that broadband light come on.
What should i do?

just in case nobody calls you back I would contact mods for help http://bt.custhelp.com/app/contact_email/c/4951
if you get a call then you can always cancel mod help
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Over a week and still no broadband?????

I wonder if anybody has had a similar experience?
I signed up for the BT boradband and call package (10GB) on August 23rd. I was told that my activation date would be September 13th. I was a bit miffed that I'd have to wait three weeks to be able to call out from my new home, but I was patient. When the 13th rolled around, my phone was switched on, but not the broadband (I had received the hub earlier that day). I tried everything and still nothing. Called BT and was told it could take up to midnight.
14th came. No broadband. I was told 'it should be on tomorrow'.
15th.
16th.
17th. I was told 'by Saturday, for sure'.
18th. 'By Monday, or anytime before then. We'll call you'.
19th.
20th. 'Tuesday by close of business hours'.
21st...guess what? Still no broadband.
To be honest, I'm pretty shocked. It's been over a week. The worst part is, the only contact I've had has been by my instigation....Only one person called me back to say it'd be on today. And since I've had to haul my laptop to my parents house just to type this, you can guess I'm still not connected. The funniest part of all this, is when I load up my Mac, I can see that my neighbours have also got BT broadband, so we obviously share an exchange. But they're online and I'm not. I've been told repeatedly that it's some issue with the exchange.
I don't really know what to do now. I'm pretty close to calling the whole thing off, but if I call again and another person tells me 'tomorrow' or 'by midnight', I think I'd go ballistic.
As far as I know, all the equipment is working fine, I have a dial tone, I can make calls...just the silly hub blinking that annoying broadband light (orange) at me. For those who have experienced this, did it ever get resolved? How long did it take? What happened in the end?
Thanks.

Hi and welcome ...
Drop an email in to a moderator ....
They will chase things up for you ... BT Forum Moderation Team <[email protected]>
Include your account detail, phone number etc.

2 months and still no broadband

So on March 31st I rang to do a homemove, as I had infinity and my new home doesn't (even though it's nearer to the exchange and there's a fibre cab a 100 yards down the road but ours isn't in the rollout plan for some daft reason)
They said they had to cancel the broadband and order the phone, on Monday June 2nd I finally got my home phone connected, all though out the process I was told the ADSL would be connected the day after. On Monday I was told I couldn't have the broadband until Wednesday, on Wednesday I was told Thursday and on Thursday I was told Friday.
After 6 or 7 calls on Friday I was promised it would be on by midnight, at 33 minutes past midnight it's still not on.
This is meant to be with your complaints team who are useless!!!
No one is accountable and no one has a desire to take ownership.
Please can someone help me

Welcome to this forum.
This is a customer to customer forum only,
This is where customers help each other get the most out of BT products & services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
If you need direct help from BT or have an urgent problem please use this linkContact Us.
This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.
Thanks
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.

2nd activation date passed....still no broadband

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

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

Activation date passed and still no broadband

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

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

1 week later still no broadband just cancelled app...

Really fed up now My broadband went off last Friday night and I'm still no further, the final straw was last night when another call from Mumbai to tell me that me the appointment for today ( Friday) won't be till Monday! . They tell me they have checked my line over 4 times and the problem lies in the house. My phone line crackles and the broadband has been on and off intermittently for a while now. Sick to death

The chances are that if you have a noisy line this will be the cause of your slow speed.
Have you tried a known working corded telephone in the test point of your main socket? If it is noisy to there then you have a line problem causing the problems.
Most noisy line faults do not show when they run a line test.
dazvert said: "I just told them of the problems I was having and they took it from there"
So what number did you call, 0800 1114567 or 151?
(If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.

Activation date passed, still no broadband...

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

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

Activation date 2 days ago and still no broadband

Hi Everyone
I ordered broadband on an existing bt phone line on 17th June and was given an activation date for 3 weeks later. My activation date was Monday and 2 days later I am still without a connection. The website tracker syas that "Your Broadband order is in hand with a member of our team, if there are any issues we will contact you. Please continue to check online for further updates" The Indian call centre promised me a call back as they needed to contact 'their supplier'. 24 hours on from that phone call and this hasnt happened. Would a mod be able to give me their contact details so they can look into this to find out what the delay is and how long the process might take. Working from home means I need a continuity of internet provision moving from one supplier to the next.
Thanks in advance
John

Just finished a live chat session as the promised returned phonecall never materialized. The operator said that "The reason for the delay is regarding the ground work for the cables to be connected from the exchange". How can this be the case when it's BT broadband coming through an already installed BT phone line that has been carrying broadband from another provider. It's not BT infinity as that hasnt rolled out to this part of Bristol yet. In the live chat he said that I should have broadband by 13th July, which is a whole working week after the promised start date.

5 weeks later... still no broadband, due to line b...

Hi,
We have ordered an Infinity broadband from you, but for the last 5 weeks you've been struggling to set it up and send the engineer out.
We had a line with talk-talk that has been migrated to BT. This works fine. But...
We ordered Infinity broadband 5-6 weeks ago, and you've been sending the engineer every week, but they never came. Every time I speak to you you want to open another order. I have had enough.
Turn our that when we migrated the line from talk-talk you set up our account as business. But there is no business here. It should have always been residential. Nobody can change it for me, you just keep lying and delaying it!
Then we needed a name change on the account, so that one person looks after the line and broadband bills.
Then we needed that broadband.
I mean... how difficult is it? I had enough of this Indian callcentre robots that can only tell me 'I can't access this account, I will put you through' or 'everything is fine, the engineer will be with you next week'. I have already taken 3 days off work and waited for the engineer!
WHAT THE! SERIOUSLY!
I really need to speak to somebody who is actually able to do some job.
Need:
- line status change: business to residential (as it was never meant to be a business line, someone made a mistake when setting this up)
- ownership change (this has been verified and confirmed by your team, but has never actually happened) -- just change a name on the account, the rest remains the same
- install the Infinity broadband!
Please.. is there anyone at BT who can actually help? I'm giving up slowly
Martin

I don't mind sharing my number. In fact I would be more than happy to receive a call.... from BT :-)
I understand it's c2c forum, but as you've noticed -- I am getting nowhere. I'm trying all possible means of contact before actually giving up.
I would go for another provider, but I have no other option for fast broadband. And I work in IT and really need that to transfer my VM images and do remote administration...
I am so desperate than I am thinking of moving home just to get it (it=fast broadband. won't be from BT for sure). I really cannot work with my current 2-2.5Mbps
I've spoken to so many people, but none of them would help. They would just put me through and through, endlessly

4 Days Still No Broadband - 'Be Patient' BT Suppor...

I am posting this message using my mobile phone as I have unable to use my broadband for 4 days. I phoned BT Support Which after going through all the processes of checking the filter,router,resetting the router,restoring the router to factory defaults and unplugging the router for a couple of hours I am told to be patient and wait for 24 hours and then another 24 hours. I am then told it could be a faulty home hub, I work in IT and I performed these checks before I called the support line I have three Routers (and changed all the filters) and tried all three of them with the same results. The router connects to the broadband at around 6000kbs with no problems it just does'nt get allocated a ip address from BT so it does not even get as far authenitcation problems.
Could someone please look into this problem for me because talking to your support line is like smashing my head into a brick wall over and over again. I use my broadband for work and so does my wife, this is costing me money.

Hi Hopkai
I can have this looked into for you.
Send us an email to [email protected] with your account number and a link to this thread.
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 :-)

CUSTOMER CARE IS AWFUL! AND STILL NO BROADBAND!

I am a new BT customer. My broadband activation was nearly a week ago. I have now called BT 3 times and been told I would be called back. Surprise, surprise, no call backs. I would probably be sacked from my job if I behaved in this awful fashion. Why should a company like BT get away with it. This has to be the most dreadful start to any service I have ever experienced. I have wasted over 2 hours of my time trying to get answers with no success. Can someone from BT please help me?

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.

7 Weeks waiting and still no Broadband installed !...

Why do BT keep telling me the 'problem' is sorted so i can once again waste my time sitting in for a BT engineer onlt to be told not coming as the problem in the cabinet is not fixed! 3 scheduled engineer visits now and no further progress.

the forum mods can look into this for you and at least get an update if not actually help get it moving they will post a contact us link when reading this
After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email
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’.

Still paying for BT broadband

Hello
This January I switched from BT broadband to another provider because we were getting charged for using more than 10GB. We were sure we were not using 10GB but BT insisted we were so we gave up and switched to eclipse.
However although I am now happily with my new provider I am still getting charged for my BT broadband, web protection and of course my additional usage charges for going over 10GB. BT know I have changed as they provided me a MAC.
I have e-mailed them and written a letter but I still get broadband charges.
I don't know what to do. All along we knew the the 10GB charges were innacurate and this proves it - I have changed suppliers and don't use BT broadband at all but they still charge me for overusage!!
What can i do?
Thank you for reading

I'm surprised the moderators of the forum have not been in touch with you regading this after you contacted them. You could always try contacting them again
https://bt.custhelp.com/app/contact_email/c/4951
Have you tried phoning BT on 0800 800150 and ask for Customer services. You will need to have your account number to hand. Explain to them what has happend and ask to speak to somebody that can deal with it. Obtain names and keep a record of times and what has been said.
If you are having the bills still taken from your account I would stop and direct debit to prevent anymore money being taken. As you are no longer a customer the money should not have been taken and I would inform my bank of these and ask them to recover the money. I would inform whom ever you speak to at BT that you will be doing this.

Broadband dropping constantly, poor speeds, poor s...

Hi Can anyone help - I had a new line and hub in Dec 2009. The broadband speed has never been brilliant but since Feb 2010 it has been awful. It is so bad my email's don't load and nor does my home page.   5 out of 7 days I am unable to connect to the Internet the router will have a flashing amber light or a red light. I have the Desktop Help which I use but usually it runs out of options. There is only one (new) socket into the house. The router is plugged into the "test" socket in the plug. Nothing else is plugged in anywhere near the router. I have emailed countless times to express my frustration. I have spoken to two help desk people who ask the same questions and go through the same routine. One said I did not have a BT account which was why I was having a problem. An engineer phoned and said my speed was 4.2 and would improve "now" (!!??)   It hasn't and is often 2.5. The main issue is that I am so often without any broadband at all. For example this last week Monday at 1200 the router wasflashing amber and nothing would reset for 2hrs then using the Desktop Help and earthnet cable I was able to get back online. Tues between 1730 - 1900 router was flashing amber then went red. Thursday 0800 the unit flashing amber and I got a message "Your hub cannot connect to broadband." Really??   Saturday 1020 I had connection but so slow I could not send emails and got Desktop message saying "Failed to load due to an internet connectivity problem.   I tried to get online this morning Sunday and had no service with the router flashing amber again. I went out to save my sanity. Came back - I could not reset until now at 1800. The second UK person I spoke to was definite there was no problem with the broadband speed at 4.5 so could it be my router is faulty? I am at my wits end. BT do not give a **bleep** as I guess I am locked in for 18months due to a new line being put in. I pay for a service and get decidedly limited service. Does anyone know how to get their attention or better still reliable broadband.   By the way I live a two miles outside Chichester. I have not been able to post this for 15mins due to "connectivity problems".

Here are some of the results i found... hope they can help....
ADSL line status
Connection Information
Line state   Connected
Connection time   0 days, 00:08:27
Downstream   1,344 Kbps
Upstream   448 Kbps
ADSL Settings
VPI/VCI   0/38
Type   PPPoA
Modulation   G.992.1 Annex A
Latency type   Interleaved
Noise margin (Down/Up)   15.6 dB / 21.0 dB
Line attenuation (Down/Up)   40.3 dB / 23.0 dB
Output power (Down/Up)   2.4 dBm / 1.6 dBm
Loss of Framing (Local/Remote)   0 / 0
Loss of Signal (Local/Remote)   0 / 0
Loss of Power (Local/Remote)   0 / 0
FEC Errors (Down/Up)   1 / 3
CRC Errors (Down/Up)   4 / 9
HEC Errors (Down/Up)   20 / 5
Error Seconds (Local/Remote)   1 / 4
Download speedachieved during the test was - 122 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :192 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps

Still no Broadband!

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