Activation date forward please!

[#1]

Hi all, I am the account holder for my dads boradband about to go live on tuesday the 18th. Becuase of circumstances he has to move in tomorrow. We are in desperate need of an early activation. There is ZERO reception where he stays and he is unable to get to the nearest spot that does.

I spoke to one person on the phone stating as its a remote activation it is possible and to call back. I have set up the router now and called back only to be told (by someone who clearly didnt know much about anything) that it can not be done at all and that my dad should just buy data??? (even after explining the situation TWICE)

Please can someone help! 

[#2 · Accepted solution]

Good Morning, and welcome to the community, @gspix.

The earliest activation date is always chosen when the order is placed, unless the customer asks for it to be a later date. 

I'm sorry for any confusion that has been caused when you called, but it isn't possible to bring forward the activation.

I hope everything goes smoothly on the 18th for you.

Chris

[#3]

What is the service?

• FTTP - if there is an installed powered up ONT a remote activation should be possible
• SoGEA - if there’s a line in there already AND no need for an engineer has been indicated - ditto

Personally I’d try calling COTS and explain the vulnerabilities of your father and ask if there is anything which could be expedited in the circumstances.  There are expedited installation options available from BT Openreach but they cost the ISP … you just need a date change which might be different.

I recently had a referral get a full FTTP install within 5 days of placing the order … everything depends on local engineering availability.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Call this number 0800 432 0080 and press 2 and it takes you straight to a Sales/COT advisor. You get two simple options of 'are you an existing member' or 'are you new'.

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