topic Re: Issues Moving House in Broadband & Landline

Issues Moving House

Learle — Fri, 20 Jan 2023 14:01:50 GMT

We moved house in December and were promised instantaneouse fibre connection in the new property.

We are now 5 weeks without connection and the problem seems to be passed back and forth between Openreach and EE.

Does anyone no an effective way to escalate a problem or at least get a case officer assigned so that you don't have to have the same converstaion with call centre operatives on a daily basis.

Re: Issues Moving House

XRaySpeX — Fri, 20 Jan 2023 14:03:07 GMT

No fibre installation is instantaneouse.

Re: Issues Moving House

Christopher_G — Fri, 20 Jan 2023 14:42:12 GMT

Hi @Learle

I'm sorry to hear that you're having some problems with your broadband. The best thing you can do is continue to speak with our broadband support team so they can look into the reason why it's happening further. You can raise a complaint with them too.

Chris

Re: Issues Moving House

Learle — Fri, 20 Jan 2023 14:59:52 GMT

Yes, thanks Chris. I registered a complaint a week or so ago after a month
without resolution

Re: Issues Moving House

Learle — Sat, 11 Feb 2023 07:49:06 GMT

Still no internet. 8 weeks later.

I have to wait days between updates.
Latest being I have to wait for open reach to book an N11 engineer. Apparently the booking could take up to a week to arrange.

Re: Issues Moving House

Leanne_T — Sat, 11 Feb 2023 08:51:09 GMT

Hi @Learle

I'm really sorry to hear this and hope you get this sorted soon.

Keep us updated with how you get on with the engineer.

Leanne.

Re: Issues Moving House

Mustrum — Sat, 11 Feb 2023 14:21:30 GMT

@Learle does your new property already have fibre fitted or are you waiting for a new installation?

I am unsure of the engineer you are waiting for, but is sounds like a new install or. Some other complication.

If you use the address in BTW DSL Checker and post the results, include all the info to the right and below the table, but hide your address, and we may be able to work out what has gone wrong.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Issues Moving House

Learle — Sat, 11 Feb 2023 14:49:02 GMT

Hi @Mustrum

The address had fibre broadband previously with Community Fibre.

I've posted the results as suggest below

Any advice would be much appreciated

[image: image.png]

Re: Issues Moving House

XRaySpeX — Sat, 11 Feb 2023 14:51:19 GMT

No image included in your post. only the name of some file on your PC. Use the Camera icon above your text to upload an image file to here.

Re: Issues Moving House

Learle — Sat, 11 Feb 2023 16:54:50 GMT

Re: Issues Moving House

Mustrum — Sat, 11 Feb 2023 17:42:35 GMT

@Learle That looks like it should have been a simple switch, not sure what the assure message means though.

Do you have green lights on the ONT?

Re: Issues Moving House

Learle — Sat, 11 Feb 2023 17:46:02 GMT

Hi

Green lights but the FON is led is flashing on and off.

Re: Issues Moving House

Mustrum — Sat, 11 Feb 2023 19:25:24 GMT

Sounds like a config error somewhere.

https://help.business.bt.com/app/answers/detail/a_id/19236/~/what-do-the-lights-on-my-openreach-ont---optical-network-terminator-mean%3F

Did you get hold of anyone to keep you informed?

Were it me I would be calling every day.