Hello to you all,
First time post I have found this site and in desperation have come looking for advice. I hope someone can help us. We are a family of 4 and are at our wits end having no broadband connection.
We moved house in May - this house is a new build - however BT Openreach connected all the houses in our close to the Network soon after we moved in. All of our neighbours have broadband fibre, EE Talk Talk BT and so on.
We contacted BT to connect us said they would 11/07/16 - didn't turn up cancelled order (didn't tell us left us sitting here all day).
I was given a date for installation this was cancelled and no engineer attended our home address (we were never informed that no one would arrive) so waited in all day for nothing - at cost and inconvenience.
I only learned that BT would not be arriving by ringing them (takes ages to get through very time consuming).
I was then given another date which passed by - we were then given a time and a date for an Engineer to arrive to install phone and Broadband - he did install the phone line (Line worked in and out calls) told us the Broadband would come on by midnight.
We waited and surprise surprise - No broadband - rang BT - said they would come out Friday but needed a Broadband specialist. It turned out that there was NO Broadband order attached to the phone line (we only want the line for Broadband connection).
BT said they would send an Engineer - Then contacted us to say this appointment couldn't go ahead - we will be out next week. Again sat around at time and expense for nothing.
Appointment made for another day - Engineer arrives who finds that there is NO Broadband connection allocated to my account - cannot install it or fix it. Again on to the call centre for hours.
I then got an email asking for payment of £61.85 for the activation fee ! I told BT have no intention of paying this as I do not have a connection - I do have a phone but that is a free connection ! (I don't use the phone as I have a mobile). We have it only for the broadband which we have waited MONTHS to be connected.
I was then told by BT staff that they will have to a disconnect re connect which takes five working days !!!
We were then told we will have to wait till next week when they will again attempt to connect the BT HUB router which we have had for weeks to the Web. I don't understand why I should still be waiting they should have come and done this as a priority !!
I then contacted BT CEO G Patterson or his email account I'm sure he reads his emails ...
BT Connections rang me said they could only offer a copper broadband connection NO fibre .. joke everyone else has it (middle of Liverpool for gods sake !).
I told them to disconnect the lot and the CEOs dept closed and cleared the account ... thankfully
What I need help with is this - BT Openreach states we can connect to a FTTC cabinet 200 yards away - which is 250 yards from Netherley phone exchange ! Cabinet No 9 Netherley Shown as Infinity Fibre available phone line which worked was connected to cabinet 19 a fibre cabinet !
One BT engineer stated that he could have done the connection but there was NO OGEA number CSS couldn't find one
- I think Open reach may have confused our address with the Plot numbers for the new build house !
Asked EE to connect us which they have tried to do - gave us a phone number said it was all connected EE state the phone is working and we have Fibre broadband.
They now concur that there is NO connection - the phone number they gave us - well that does indeed ring when your ring the number from your mobile - BUT when we connected house phone to it, it DOES NOT Ring !
The EE router has green lights except for the broadband RED light
They are supposed to coming next week to solve this problem - sadly none of the Engineers have sorted this out - can anyone help me please this is causing so much distress. Kind regards ...
Thank you so much ...