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Told 3 working days for activation and signed up, now it says 12 days

rasoul88
Newbie
Posts: 2
Thanks: 1
Registered: ‎23-06-2024

Told 3 working days for activation and signed up, now it says 12 days

I was told during my sign up at the 21/06/24 that since I had an Openreach outlet the activation would take 3 working days. I signed up for fibre and do not require an engineer to come to my house.

After payment, the next day I got a text message that my activation would be on the 03/07/24, which is 12 days after.

Why does it have to take this long if everything is done remotely? The short 3 day wait is why I signed up for this company.

3 REPLIES 3
MisterW
Superuser
Superuser
Posts: 16,190
Thanks: 6,172
Fixes: 446
Registered: ‎30-07-2007

Re: Told 3 working days for activation and signed up, now it says 12 days

@rasoul88 do you already have an Openreach ONT ? and is it plugged in and powered up ? i.e green on Power & PON lights

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

rasoul88
Newbie
Posts: 2
Thanks: 1
Registered: ‎23-06-2024

Re: Told 3 working days for activation and signed up, now it says 12 days

We signed up for a fibre plan, not a full fibre plan. Therefore, I believe an ONT is not needed for our case right? I have attached pictures of what we currently have. The router is from the previous tenants, we are supposed to get our own delivered.

 

Thanks for the help.

MisterW
Superuser
Superuser
Posts: 16,190
Thanks: 6,172
Fixes: 446
Registered: ‎30-07-2007

Re: Told 3 working days for activation and signed up, now it says 12 days

We signed up for a fibre plan, not a full fibre plan. Therefore, I believe an ONT is not needed for our case right?

@rasoul88 correct. I assumed full fibre when you said a 3 day activation was quoted, that's not usually the case for normal fibre!. If the previous tentants had a working connection, there's usually a 14 day minimum period for the takover.

I suggest calling customer services to check what's caused the delay.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.