on 13-12-2021 04:18 PM
3 different engineers have been to connect us to the Internet to no avail. Router does now light up white instead of orange, says it is connected but requires sign on, when clicked on this it states that we do not have permissions to view/use. This has been ongoing for days and customer services have not been very helpful, any help would be greatly appreciated
on 16-12-2021 09:45 AM
We've had an update. The order and your go live has been delayed due work being needed in an under ground duct which hasn't been possible to complete previously as specialists equipment and engineers are required. The good news is that this work is planned to be completed on the 21st December.
Appreciate this isn't ideal as it's several more days without service as such we've asked Openreach if there is anything they can do to bring this date forward. Unable to make any promises as the committed date is the 21st but were doing all we can to try and get you connected before then.
on 16-12-2021 08:14 AM
Thanks for sharing the extra info. We've been able to locate your account and we've escalated with our order management team. Essentially your service isn't live and looking at the order appears to have a delayed implementation however the cause of the delay with Openreach is unclear to me however the issue has been escalated.
I'll check again in a few hours for an update and post back when we know more.
on 14-12-2021 09:55 AM
I'm really sorry to hear this. Please can you add your name and home telephone number to your Community Profile and we can look into this straight away for you. Please do not post any personal information on the Community.
on 13-12-2021 06:12 PM
Thanks for posting, we just need to capture some extra information and we'll investigate this further for you. First could you add your phone number or account number to your community profile, you can do though this link which if you're logged in will take you straight to your private profile Update your profile here this is to help locate your account.
Secondly we need to confirm your identity to discuss processing the above issue. To do this, ive sent you a private message which contains a link, if you could click that link and answer the questions when prompted and we'll get back to with out next steps.
If you're struggling to find your private messages you can find them here