Hi, the date for my broadband to go live was yesterday, I understood it could take up until midnight, however it still is not live now. I only have the power and wifi lights on my hub and on my account it just says “your broadband and calls are still waiting to go live” the date has not changed still states 23rd. It’s really annoying as I have been waiting for this. Any reason why it’s not live yet and when it will happen?
Try switching the Hub off for a full 30 minutes, if the connection is live this should be enough to give it a kickstart. If it still doesn't work, call the broadband support team on 0800 759 1213.
Called twice yesterday to be told just wait until midnight and if it’s not working call back… it’s still not working and I’m struggling to understand why it’s so hard for them to make the phone line live when the date they gave was 23rd? I have no clue how these things work but I’d have thought it’s just a “click of a button” so to speak as I didn’t need an engineer visit and they said it will be done automatically. It’s very frustrating.
Called them again just now, nice guy on the phone explained how it works so it’s not just a click of a button lol. He has escalated to another team to look into and will hopefully have an answer within 72 hours. Annoying it hasn’t gone smoothly but nothing I can do I guess. Just have to hope I have broadband soon.
OK, keep us posted. Console yourself with the thought that you are entitled to automatic compensation for each day the service provision is late, see here:
Just thought I’d give an update, now emailed me today, openreach need to come back and the appointment date available was 11th April, I replied and asked if there was anything sooner as I would be able to be available (I also mentioned about the compensation and asked if this is something I will receive) I have just had a phone call and there is an appointment available on the 30th so the nice lady on the phone has booked it and will check in two days time to see if it’s confirmed and then I will receive an email once it is confirmed. No mention of the compensation but I didn’t bring it up either so not sure if that will happen. Fingers crossed for Thursday and hopefully it will go smoothly this time. Thanks for your replies.
Thanks for the update, keep us posted. The compensation scheme is there in black and white on the website, you are entitled to it.
Hi again, not much of an update but an engineer was supposed to attend this morning 8am-1pm. No one has attended as of yet and still no broadband.
No engineer attended again due to “high work stack” and another appointment has been made for 3rd April but I don’t have to be at home this time. Starting to question what the hell is going on and still no mention on the compensation. I want broadband but at this point I’m thinking is it even worth the hassle of the constant messing around.
It happens I am afraid, although your contract is with NOW they are at the mercy of Openreach when it comes to network matters. You are categorically entitled to automatic compensation, but this cannot be determined until your new service actually goes live.