No phone/broadband after a month
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- Re: No phone/broadband after a month
No phone/broadband after a month
18-12-2018 9:57 AM
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Re: No phone/broadband after a month
18-12-2018 10:00 AM
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Moderators Note
This topic has been moved from Broadband to My Orders
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: No phone/broadband after a month
18-12-2018 11:59 AM
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Re: No phone/broadband after a month
18-12-2018 1:16 PM
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I have checked the ticket and it does not have any information regarding today's problem and next steps. Furthermore, it seems to say that the order has been cancelled.
My move in date keeps being delayed because of these errors and i am not receiving any communication about when this will be resolved.
I am very disappointed because the delays are long and lacking communication about when this will be resolved.
Please can you look into this and set a date when the broadband will be installed or to have somebody communicate with me about this problem.
Thank you
Re: No phone/broadband after a month
18-12-2018 2:22 PM - edited 18-12-2018 2:23 PM
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Hi @Jrb1,
I've had a look at this and the engineer that came this morning with no hoist delayed the job, another engineer was sent out at about half 1 this afternoon with a hoist to connect to the pole. This is now all done and completed, they're just waiting for the job to be closed down. That will happen today but hasn't yet.
Because of the huge delays, and the problems with the fit the simultaneous broadband order has been cancelled, this is because the routing has now changed for the line and broadband routing updates can't happen off the back of a SIM order. That currently means when your line goes live you will not have a working broadband service.
It's worth noting that SIM orders are a best effort service, which means they can't be guaranteed, but because of the problems you've had (specifically the delays) we'll expedite the broadband order at our cost. In theory we should be able to place the broadband order tomorrow morning which should get your broadband active and usable for Thursday. Leave this with me and I'll update you again tomorrow morning.
Re: No phone/broadband after a month
19-12-2018 12:59 PM
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So I had confirmation all the hoist works have been done, you'd been connected and the order should be closed down overnight.
Unfortunately when they'v e done the final testing to close the job down the line was testing 'dis'. This would prevent the service working. Openreach reissued an engineer this morning to resolve this but have found a battery contact in an underground cable. So now we have to wait for an underground engineer to be allocated. This should be this afternoon but it might get pushed to tomorrow. Sorry about this but you're going to have to leave this with me longer.
Re: No phone/broadband after a month
20-12-2018 8:46 PM
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Many thanks for your help so far, the engineer came today to fix the line fault.
Can i just check if i need to re-order the broadband? If so is it automatic or done by myself, also will it be the same cost including the £75 cashback.
Thank you.
Re: No phone/broadband after a month
20-12-2018 9:33 PM
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Re: No phone/broadband after a month
21-12-2018 7:52 AM
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Just another update, we'll place the broadband order, you don't need to do anything. I'm going to get it expedited for you to try and get it on before Christmas day. The phone order is still stuck in delay at the moment so I'm just trying to get Openreach to close it down, once it's closed I'll be able to place the BB.
Re the price cashback; none of this will change. You get the cashback redemption email 10 working days after the account goes live.
Re: No phone/broadband after a month
24-12-2018 4:22 PM
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Hi @Jrb1, your order looks to have now complete, please can you connect your router and let us know how you get on.
Re: No phone/broadband after a month
26-12-2018 11:26 AM
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Can confirm broadband is now up and running.
Many thanks to everyone involved in helping.
Re: No phone/broadband after a month
26-12-2018 11:52 AM
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Hi @Jrb1, that's great to hear!
I'll ensure pass on your thanks . Just get back to us if you need any further assistance.
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