Medical Business...... waiting 5 weeks for phone installation!

[KathWales]

Having aquired a new business premises yesterday we have just called BT to get the phone line and Broadband connected only to be told that the first day they could do it is in 5 weeks!

There is already a phone line there (has been used recently by previous businesses) but it seems that it takes 5 weeks to get an engineer to flick a switch.  I really cant understand what the delay is.  Its not even at the back of beyond down a country lane.... its on a huge industrial estate??!!

We are a medical company supplying the UK and Europe with Medical Prosthetics both NHS and Patients.  Having packed everything up ready to move into the new unit we are now stuck.  It even says on BT's website that it should be 4-6 days?????!!!!

http://btbusiness.custhelp.com/app/answers/detail/a_id/12210/c/2197,2198,2202

I'm now having to sieve through packed boxes to get goods out to fill orders as I need an phone line to dispatch orders and daren't move anything into the new premises until I know we definately have a phone line connected.  I'm currently paying rent on an empty unit.  Great.

[Fiona]

Hi

I am afraid there are delays with installations at present. The link you quote is in our help and support files, and is the timescales that we would hope to meet under normal circumstances. However, on the orders page for Business lines, and business lines with broadband we have explained under the common questions that there are delays.

The information on the orders page is:

How long does it take to get my line installed?

We and all other telecom suppliers are suffering delays in providing broadband and lines to customers. This is because of high demand across the industry which is affecting Openreach - who install lines for all telecom companies. The bad weather hasn't helped either. This means we're experiencing longer lead times.

Openreach are working on a recovery plan to improve the situation. But we'll be in touch to confirm the actual date for installation of your service once we've run our checks.

I am sorry for any inconvenience this is causing you.

Kind Regards

Fiona

BT Business Forum Moderator

[KathWales]

Thanks for the reply, unfortunately doesn't really help us in getting the line installed quicker.

Is there anyway of being placed on a cancellation queue?  Surely there must be days when people cancel and the engineers can fit in another call?

Anything to speed the service up would really be beneficial to customers and BT.

[itsectorltd]

My tip if you have an urgent need for comms is to go get a gsm router box. we use one in our office as a disaster recovery tool in case BT kill the lines AGAIN. You can buy used ones for around £100-150 and then plug into your tel system or just use a plain old analogue handset.

Feel free to ask specifics if you are unsure. Usually a move or reconnect is pretty fast and certainly more like 10-15 days with the ADSL if required co terming even though they say it takes a few more days on top.

[KathWales]

Hi,

Thanks for the reply.  Can you use this is there is no phone line connected (there is a phone line - just not connected yet).