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Guest WiFi stuck at activating … can’t get through to anyone sensible at BT to assist

trapdoor
Member

a week ago

Why oh why is it so damned hard to speak to someone at BT?

 

We are a charity community centre and have just migrated  our broadband across to BT Business. The install and activation went mostly OK but part of the remit was to have a guest WiFi service available for our users.

 

I enabled the facility on the SmartHub2 but it’s stuck at activating. I also cannot reach the hub to control it via our account or the app … states Hub Unreachable. I’m guessing BT haven’t properly provisioned the service. This is over a week now since installation.

 

Spoke to someone yesterday at an offshore call centre who tells me I have to be at the router before she can help! Tried to call today and … they only have telephone support Monday to Friday, 8-6

 

Anyone have any suggestions how to escalate this to get our service working properly?

 

TIA.

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2 REPLIES 2

AlanM1
Administrator
Administrator

Tuesday

Hi, can I please double check how far along the process you got: With the password we emailed to you when you first joined us, log in to My Account.

  1. In Manage your services, under Broadband and wi-fi, select Manage settings.
  2. Choose your broadband access and click Manage.
  3. Under Public Wi-Fi, select Manage public Wi-Fi.
  4. Switch on Guest Wi-Fi.
  5. You’ll see BT_GUEST_WI-FI in your available networks when it’s ready to use - usually this is only a few minutes but can take up to 24 hours.
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JamesWalker
Member

Saturday

That sounds incredibly frustrating, especially given the important role your centre plays in the community. While resolving the issue with BT, you might want to document any related incidents for transparency and reference—resources like Illinois arrest summary tools often offer helpful templates or tracking formats that could be adapted for this kind of logging. Hopefully, someone from BT with real authority gets in touch soon to get you back online.

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