Activation date still shows 10th April but still not activated as of 21st April

[unorthodox]

Ordered broadband installation at new house on the 30th March. Provisional activation date showed up as 10th April. 10th April comes and goes and still no activation :( . Called up Entanet customer services on the 0870 number on the 12th April and was told there was a delay due to exchange equipment problem. Called up again on the 19th April and was told there should be an update on the 20th April from BT wholesale. Called up on the 20th April and the rep said there was no update and none was scheduled for the 20th, only an update was scheduled for the 30th April :confused: .

I can't seem to get a straight answer from anyone as to what is happening with my order. My order still says 10th April activation and there has not been any updates on the ADSL24 order status site since 11th April :mad: . Anyone else had any experience of problems due to 'exchange equipment'? How long does it take to resolve?

Not happy with the long wait. I'll give it until the 30th April and will look to cancel my order and go with Cable broadband if there is still no update.

[James]

You should have called us - we prefer to support you rather than you calling an 0870 number as we have as much info as Entanet.

I can tell you now that this is not usual. If BT are having problems at your exhcange then this is out of our hands and no matter what we do until BT sort the problem at your exchange we can't help any more. You pay line rental to BT so it's their job to fix faults on the line and get you up and running.

Also note BT will charge £50 if you cancel an open order, so it may be easier/cheaper to just wait til they fix it. (You can still get cable...)

I'll get an update for you.

James

[James]

Latest is as follows:

Raquel at BT has advised there is faulty exchange equipment. This issue is with their engineers.

Also, note your bill date does not start until they fix the problem. This problem can happen with any new line. As it's new install and not a migration, there is no guarantee the equipment at the exchange for your line is suitable and only checked when they try to activate it on the day. It's purely a BT issue...

The order status on our site comes directly from BT and therefore that's why there is no update.

James

[unorthodox]

James,

Thanks for the update. Is there an ETA for when BT will get the problem resolved or some service level agreement where they expect to turn around these issues within a time period? I'm assuming they don't expect their customers to wait indefinately for a fix :rolleyes:

Thanks again.

[James]

It's already been a while so no ETA i'm afraid. They are probably awaiting parts...

When it comes to BT, you'll notice it makes no difference to them when it's fixed. At least, that's what it seems like!

But trust us, we never give up until BT sort things. We continuously pester them til it's right. An enhanced SLA costs something like £12 a month, but the line is not even active yet so not sure if that would help anyway!

James

[unorthodox]

Activated today and all appears to be working well :D

Thanks very much James for following up and letting me know the status. Much appreciated!!!

[James]

No problem. You got the message on your mobile from me then :)

James