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Problem switching to BT and Infinity

I decided to move from Sky to BT for my TV, Broadband and Phone. The big day was Monday just gone and Openreach managed to terminate the Sky service and after a few hours (not the 30 minutes they claimed) I got my landline activated. No such luck with the Infinity Broadband by late afternoon my order status on MyBT had changed to indicate that there had been a problem and if I wanted to know more to call. So I called and got some garbled message that there was a problem but they would contact me today (2 days later). Naively I assumed they would be working their socks off to get the problem resolved and today I would be being told it was sorted.

Instead today I get a different message when I rang for more info to say that an Openreach engineer has been booked to look at the issue in another 6 days time. I asked for clarification that in the interim they would be working to resolve the issue to be told no they'd not be looking at it at all until the 28/6/2106 (6 days time). Obviously this was not what I wanted to hear or, indeed, the service I expected which I informed the agent in the contact centre in a remarkably calm manner. I asked why they had left me with no service at all when until they cut it off I had got normal broadband and why they couldn't revert back to the old copper broadband until the problem had been resolved with Infinity. I was told this was not possible unless I wanted to terminate my Infinity broadband - which the agent seemed to forget I don't have - and wait more than a week until they could then restore a copper broadband service.

So I escalated to a 'manager' who basically confirmed the story I had been told and assured me they would put a manager on the case to manage it, but not the one I was speaking to as he was off on his holidays. So, to be fair, the manager who had been allocated the case did ring and make contact. However all that means is he'll ring Openreach on Monday and find out what the situation is and as the engineer isn't booked to look at the job until the following day I don't expect much of a progress report.

Now I have no option but to wait and resort to my Three Mobile dongle to provide broadband duties until this sorry mess is resolved always supposing I don't exceed my data allowance. Ofcourse moving to another ISP isn't going to do me much good if I want some form of fibre broadband because Openreach will not be able to provide it because of whatever the current excuse is!
 
Hi,

Your lucky, it seems as though you are in a B/B FTTC area that is enabled and accepting orders. I am in a area that has had the local exchange fibre enabled some 4 years ago, a local FTTC cab installed but not connected with fibre or power for the last 2.5 years. The timetable has been delayed another 4 months which I fully expect to be delayed even longer in the course of time.

We may get something done at the very last minute, but I am not holding my breath.
 
That doesn't sound good. As you say I'm lucky that it is at least available to me to order but very annoying they have left me with no service at all.
 
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Tricky one as we might have a better insight had BT at least been able to provide you with a useful explanation of the mysterious problem. This is why choosing a big ISP that just treats you like a number isn't always the best course of action, when a smaller provider would at least be able to get some technical details on what triggered the failed connection event.

I'd assume that something went wrong when an engineer tried to connect your service at the cabinet, although without more information the cause could be any number of things from a trapped cable in the door to a faulty component in the cards. However engineers usually come faster than the timescale you've been given, so either the area where you live is very busy with other Openreach work at the moment or they know that a more major piece of work may be required and that needs additional prep time.

Right now all you can do is stick it out and maybe use Mobile Broadband as a backup, assuming you can get a good data signal via any of the operators. Please do keep us informed though as if it doesn’t get resolved as planned then we might be able to find out more.
 
Hi Kits

It says 'available' so I imagine it must be something like MarkJ says. I will ask the Case Manager when he calls on Monday for a detailed explanation.

Mapled
 
Hi Kits

It says 'available' so I imagine it must be something like MarkJ says. I will ask the Case Manager when he calls on Monday for a detailed explanation.

Mapled

[Hi-loo, mine name is Div from Banga....err.....Birmingham. I am your Bai Tai case Management person]
 
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