BT non connection

nellie1980

Ill try to keep it short,
I moved from plusnet to bt, to take advantage of their cheaper tv and broadband deal, and so i can cancel sky. This was on 31st march. Was told that i was to be connected on 18th April, but when i rang that day to find out why it hadnt happed yet, i was told that there was a problem with the line that had to go to their suppliers, openreach to sort. This would be completed at the latest the 27th April. Rang on 27th, to be told the 28th. Then was told again the 3rd May. Rang on the 3rd to be told that i would have an update on the 5th, today. When i rang this morning, they said that they are not sure of the timeline on when the fault will be fixed. They have contacted openreach but they wont say when the fault will be rectified either. I am fuming as my internet was fine under plusnet, but i fell for the BT big sell. And now i cant even access any basic form of internet. I am having to keep topping up mine and my families mobile phone data just to get online which is costing a small fortune. BT also wont tell me what the fault is, wether its at the exchange, or my telephone line or anything, whereas plusnet kept you in the loop every couple of days and gave specifics. My question is, has anyone else suffered like this, and is there anything that can be done to jog either BT or openreach on a bit to get me connected? I put the order in well over a month ago, and im starting to reach the end of my tether.

Thanks for listening to the rant.

Browntoa

ring the 0800 number , when the "voice" asks what you are calling about say "complaint"


be polite with them and explain the problem , no shouting etc


cannot see what the problem is thought as BT are PlusNet , it should only be a minor switch in the exchange if it worked before

Syrene

First of all I don't want to get your hopes up because I can't solve this, but the same has happened to me.
I also took up BT's offer (through the link on MSE!) All seemed well and my phone and broadband were scheduled to be connected on the 30th March.
The phone was connected quickly and with no problem.
But the Broadband hit problems, I've been given all manner of excuses but it seems to be something to do with a 'tag' on my line that someone somewhere is finding impossible to remove.
I've been put in touch with the 'Connections' special team in Dundee but they just keep trying and telling me my order is still 'stuck'
It's infuriating!
Like you I was with plusnet but wasn't entirely happy with them. I did forgo part of my paid upfront line rental to take up the BT offer though.

So for over 5 weeks I've had no internet and I can only get 4g by putting my phone on the bedroom windowsill.
No Netflix, no streaming, no Amazon video, no NowTV, no computer games - all things for which I pay subs which rely on internet access.

I am also reaching the end of my tether as there just seems to be nowhere to go with this problem.
It's a total nightmare.

And although it's not their fault I also wish I hadn't followed advice in the MSE newsletter

nellie1980

Browntoa wrote: »

ring the 0800 number , when the "voice" asks what you are calling about say "complaint"


be polite with them and explain the problem , no shouting etc


cannot see what the problem is thought as BT are PlusNet , it should only be a minor switch in the exchange if it worked before

Thanks,

Ive done that and its been 'escalated through the proper channels'. You wont believe how many people have taken personal responsibility for my issue. But alas still getting absolutely nowhere.

JJ_Egan

Suggest using your BT members help page/ community forum .

nellie1980

Hi yeah ive done that. Contacted a moderator who is yet to get back to me. Im at the end of my tether to be honest 😩😩

JJ_Egan

TAG on the line often your old provider not releasing .