Forum Discussion

Shazan123's avatar
Shazan123
Joining in
5 months ago

My Broadband has not activated after 48 hours and I cannot access my online account

I had broadband fitted on Friday it has not worked reset multiple times have no memorable word set up on my account agent hung up on the call (rude) I am not receiving my email to reset password even though I have never set up my account it is telling me an account is already active.  It is also saying my broadband is not even installed yet on the automated service it says no issues, text message takes me to set up or access an account?  Apparently according to the engineer on install my IP address is stuck in received.  I will be cancelling my services and my Direct Debit returning everything to you.  This is newly installed glass fibre in my area so should have worked right away. 

  • Tudor's avatar
    Tudor
    Very Insightful Person

    Try this: 

    Equipment activation on 0800 953 9500

    If that fails:

    Call the pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday

  • Thanks for reaching out to us Shazan123, and we're sorry to hear of the issues experienced with the activation of the services beyond the recent installation.

    Can you please confirm what was advised when calling the numbers provided by Tudor, and if a resolution timeframe was offered on the call?

    Thanks,

    David_Bn

    • Shazan123's avatar
      Shazan123
      Joining in

      The call was ended before anything was arranged it says on your checker my broadband is not installed and there is no work planned in my area?

      • David_Bn's avatar
        David_Bn
        Forum Team

        Thanks for coming back to us Shazan123, I'd be happy to take a closer look into this for you.

        Check out the envelope in the top right hand corner for a private message from me

        Thanks,

        David_Bn