This topic

No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

joecpfc — Thu, 21 Apr 2022 20:32:36 GMT

Hi all,

This is a bit long winded as we're in our 7th week with no internet now so bare with me.

We ordered the 900mbps on the 9th March and was given an install (inside the property) date of 5th April. About a week before the 5th April a surveyor came out and said they had to run ducting under the garden, no problem but never heard anything else from that point. So the morning of the 5th April comes and I haven't heard a thing from BT which I found strange so I phoned them and was told your exterior engineer visit is for the 13th April, thanks a lot for letting me know!!

Soooo, the 13th April comes and nothing. So I opened a complaint up, I'm not sure when I opened the complaint it might have been on the 13th or a day or 2 after. Anyway, I've been given so many dates since then and every single date has come and gone with absolutely nobody turning up and nobody letting us know why until we phone BT.

I still don't actually know why nobody has turned up but each time we phone our case manager just gives a new date and says your case has been escalated. Yesterday was the latest date and guess what? Nothing!

What's worse is that we saw an engineer outside the house 3 days ago and rushed out to greet him with open arms but he was for my nextdoor neighbour who had ordered his broadband through sky less than a week before!

Anyway we're at our wits end. I'd love to cancel but am worried that if I do we will have to start this nonsense all over again or wait at least 3 weeks with another company.

I genuinely believe that the engineers might be turning up, not fancy the work involved and then leaving as I've heard so many stories like that. I don't know.

The complaint I put in has had absolutely no effect so it proves how pointless that is and all I keep getting fed is "provisional date this and provisional date that". Clever wording so they can get away with it I suppose.

I really hate the thought of rewarding a dire company like this with my money every month but I just need the broadband. The kids are struggling without it (1st world problems I know but hey ho), I was halfway through building a website for my small painting business and my partner can't work from home when she needs too now.

I just don't get the hold up and we're being told absolutely nothing apart from a pack of lies or if they are not lies then BT need to seriously get a hold of openreach or whoever and however it works and sort them out because I'm sure we're not the only ones.

Anyway rant over and if anyone has any advice it would be much appreciated.

Im absolutely disgusted with this firm and wish I'd gone somewhere else from the start.

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

phrozen9999 — Thu, 21 Apr 2022 20:44:20 GMT

Hi. I’m not surprised at all to be honest! I ordered full fibre 900 on the 18th December 2021 and it’s still not been installed yet😂. I’ve had all the same waffle, the mybt app says installation booked then it keeps changing etc. I’ve come not to believe any date given and decided not to let it bother me anymore. I would ring up the fibre team every month and ask for a bill credit every tine they miss an appointment. I’ve done this 4 times and gotten £50 Bill credit so when it is actually installed next week I’ve been guaranteed by the openreach engineer I’ll basically be getting 4 months free internet. Anyway, don’t give up hope and get them to send you a FREE 4g dongle with unlimited data add use that for your internet. They posted mine out the next day and it’s good if you need internet.

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

joecpfc — Thu, 21 Apr 2022 21:11:38 GMT

Hi there, Thanks for the response.
18th Dec?? WOW. I thought we was being crapped on. Sorry to hear that. The next date we've been given is Monday so I honestly think if nothing happens then I'm going to cancel. Sorry I should have mentioned that we have been given a dongle. It keeps cutting off at least once a day so need to keep resetting it but at least its something I suppose. Not enough for the Mrs to work from home but at least is ok for stuff like a bit of surfing.
What makes it even more infuriating is that on the day I ordered the lady who took the order told me to make sure I cancelled my existing isp for the 5th April so that's what I done.

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

phrozen9999 — Thu, 21 Apr 2022 22:03:43 GMT

Yeah, been there done that😀 was told to cancel virgin broadband so I left it until a week after bt were supposed to install but didn’t. Then trying to get virgin to not cancel and reactivate was hell and they cut us off but not even on the correct date 🤣🤣. I’ve been through it all!

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

scaramonga — Sun, 24 Apr 2022 00:40:59 GMT

Think that is bad lol?? Openreach still say they can't do my work because of non access, but little do they know, it's already finished! Called up today to find out when they were going to complete cable to inside ONT, but, according to them, nothing has started? lol, but all external work was completed days ago!!! Hell, I spoke to, and watched the guys doing it.

**bleep** show of a farce lmao! Reel of cable in stair all waiting to be wired in, think I'll connect it myself lol, be much quicker!

I've demanded a hub with sim off them, which they are now sending out, to tide me over the next 6 weeks till they decide who has done what, and when.

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

phrozen9999 — Sun, 24 Apr 2022 12:01:19 GMT

I’ve just had openreach call me on Friday to guarantee that they’ll do external work to house on Tuesday 26th then they’ll return on Thursday 28th to do the inside work but when I look on the mybt app at the appointments it says the I need to reschedule the appointment on the 28th as they couldn’t gain access to property and it’s been missed.
How can that be even possible when the date is in the future!!! They really have no idea what’s going on between them. It’s just a complete **bleep** up from start to finish.
hopefully the openreach guy was correct and he’ll turn up on Tuesday and Thursday and I’ll finally be on their product😂😂

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

Charlie7 — Sun, 24 Apr 2022 10:33:37 GMT

Unfortunately communication between isp’s and Openreach seems to be a problem. When I was having my FTTP installed via sky I often found myself ringing up and telling sky what was going on as they had not been informed by Openreach and the info on the sky systems was often several stages behind the actual status of the external work that had actually taken place on my property. But to be fair the installation engineers who did the work were good as gold and receptive to how I wanted the system installed.

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

scaramonga — Sun, 24 Apr 2022 23:18:25 GMT

That is fair enough, and the engineers have done a great neat & tidy job of cabling, very professional. Can't fault that.

My line gets cut off today though, as 25th was the original install 'in house' date, and because I didn't require a landline at the time of order, this is going ahead today, aka, copper getting terminated from my FTTC connection.

Now, because no one knows what they are doing?, I'm going to be left without Internet, whenever they shut it off today?, and also all my TV services to boot 😉

Gonna be a lovely few weeks this, thanks BT!

I did call up about this concern a few days ago, and guy on phone tried to halt the disconnection, but it was too late, so now I'm going to be left with nothing, until they decide to come and finish off the installation, that they insist, hasn't started yet.

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

scaramonga — Mon, 25 Apr 2022 02:24:38 GMT

New post as I cant edit...

You would think that a company who prides itself on 'communication' would be able to 'communicate' with it's third party workforce?, and be able to tell, that if an installation was not complete, then to not cut the customer off from any of his/hers ongoing services, leaving them high and dry ? 😉

We obviously haven't come that far in tech yet, I guess?

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

phrozen9999 — Mon, 25 Apr 2022 13:59:21 GMT

Here’s another laugh for you all. Openreach engineer called me last Friday and said “I guarantee I’ll be out on Tuesday to do external work then I’ll return on Thursday to do internal work.” Looked on the mybt app and it said appointment booked am on Thursday. I thought yeah that’s good! Looked again over weekend and guess what? It’s changed on the the app to say that the appointment is cancelled and the reason is they couldn’t contact the householder lol😂 but hang on there’s more to come… get a call from FTTP team today saying that openreach have cancelled the install because they spoke to my wife who cancelled the order! NO THEY HAVE NOT IT’SA LIE! So I tell FTTP team that’s not true and then openreach say they don’t know then and the engineer they spoke to said that’s the reason so tough and make another appointment! Is this acceptable do people think after I’ve waited since the 18th December 2021 for this to be installed! I’ll tell you what if they don’t do what they guaranteed this week I will cancel the whole deal and stay with Virgin. I mean come in bt you call yourself a communications company but can’t even get me FTTP installed inside of 4 months🤨 between bt and openreach the service has been shocking

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

scaramonga — Thu, 28 Apr 2022 23:03:25 GMT

Well, the farce continues 🙂

Into 6th week now, and still, no one knows what they are doing lol.

On phone today, again, and speaking with BT person, they again called Openclueless. While on phone, the BT person relayed a question they asked, on other phone, to me. They want to know, when we completed the external work? lol!??! What?!

Eventually, after 30 mins on hold, they found out it had been completed, but the engineer had not 'signed off' on it, so this is the delay. I know more than these 2 companies together!, in fact, I've probably forgotten more than they will ever know, bearing in mind, that neither of them have informed, nor kept me up to date, with anything. I only found out, because I poked my own nose in during installation. Had I not been there to do so, then that would make 3 parties none the wiser 😉

It rolls on.... but now, I will be on the phone 3-4 times a day, every day, until it finally sinks in. They will soon tire of me, before I feel likewise 😉

Everything logged, dates, times, excuses, fobbing off's, recordings of conversations, photos of every move, screen snips of every message, a f.......in book I have here now, a manual, an encyclopaedia of utter trash, mis comings, and bu....it beyond belief.

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

phrozen9999 — Fri, 29 Apr 2022 06:26:34 GMT

Hello again fellow BT/Openreach disgruntled customer😀. The latest in my saga is that Openreach would definitely not be appearing on the 28th (but they did…) but didn’t do anything except ask if it was true that I had cancelled too which I said NO! Where has this rumour come from? Ffs! I think one of the engineers has just put this as an excuse as to why he couldn’t do the job and is lying so he’s not been found out

Anyway, the engineer said we will come and dig a trench from bottom of your drive up to house via your lawn to stick the fibre in. I say but You’ve said last time you’re going diagonally from the chamber to my house via that duct that was cleared when all this was started last year and it’s got a drawrope in it already.

no says the engineer, we’re not allowed to use that one now! It’s a pantomime that’s for sure! But, we’re not doing it now says the engineer it’ll be sometime next week! Then the engineer drives away and ten minutes later another on turns up, sits in his van for 1 1/2 hours then just drives off. He could’ve done the install instead of sitting there all that time!!!

Anyway, like you I’m not going to give up and I’ve got everything logged, all people I’ve spoken to, all the excuses and all the missed appointments etc. good luck mate 🤣

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

scaramonga — Sun, 01 May 2022 00:32:08 GMT

Update m8, lol 😄

Engineer came round on Friday to finish work (at last), so I thought I was finally done with this nonsense, but no.

Although external work was done properly, no one had given thought as to how it will enter my house whatsoever, and engineer was calling them for everything. He spent a good hour on phone asking advice, with his fellow 'professionals' lol, and they decided that the internal cable has to come via the attic, and down into my house (4 in a block).

Now, a simple way to do it (as termination point is on my landing), would be to drill out, pass cable through along to my window, drill in, ONT, and bingo!

No. Cable is not allowed to go outside (although this would only be around 2 meters outside), so we need to go 'up' and through attic (which requires special access due to solar panels), across attic, then down into my house, requiring at least 40m of cable, lol!!, and a 'three man job' as he said.

Away he went, and I'm now back to square one. Could have done the job myself in 15mins lol, saving a lot of precious cable and manpower, time and effort.

They are panicking now though, as I've had 2 texts off them today, to say that all is in order, and that they are on the ball now. It's the only communication I've had from them throughout this whole ordeal, but compensation costs are now mounting by the hour, and the penny has seemingly just dropped 😉

Oh, and the link in one of the texts was to say, that if I require Internet in meantime, use one of the many BT WiFi Hotspots that are available, lol.

Gonna be an interesting week.

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

joecpfc — Mon, 02 May 2022 07:11:47 GMT

Update on ours. So we had an engineer turn up on the 23rd April (unbelievably 2 days before they said he would) to install the cable under the garden to the house. He turns up and looks like he might not feel like doing much so I rush out to him to ask what he's going to be doing etc. I then explain to him that my neighbour has kindly said we can use his ducting under his garden to save on digging ours up and the cable still comes out very close to where we need it to so all good. He agrees and says how relieved he is because he didn't feel like doing the work required because his back had been playing up. I'm just pleased I was there because I got a strong feeling that if I wasn't then he wouldn't have done it. That might be unfair of me to say that but after reading all these posts etc I don't think anyone could blame us for not having much confidence in them. Anyway it took him about 15 mins to get it done.

So then we get a date for the indoors install on the 25th May but I wasn't happy with that at all so our BT case manager arranged for OpenBreach to contact us which they sort of did and by that I mean the kid I spoke to was either high as a kite or was in bed half asleep. I could hardly believe that this person worked in a job where he has to communicate to people but I didn't say anything just incase it put us back or something got mixed up and so I took the earliest date of Wed 4th May. I've had the confirmation email and text so fingers crossed we'll be online on Wednesday.

I must say our BT case manager has turned out to be decent and he's really pushed it for us and at times I've felt quite sorry for him that he's having to deal with OpenBreach and he's really just stuck in the middle having to rely on that shower to do their jobs.

I'll update on Wednesday. Good luck everyone.

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

scaramonga — Fri, 06 May 2022 03:59:32 GMT

Update: Nothing! lol, but @ £5 per day to me, it's adding up 😉 Another week gone 😉

Gonna be an interesting week, again. Keep going BT 😉 My case manager is gonna be at my wedding now, as I know him so well, and in another 2 weeks, maybe be my best man?

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

scaramonga — Sun, 08 May 2022 01:45:56 GMT

Raised another complaint tonight, as they keep pestering me with emails and texts to return old equipment. (not wanting them to suddenly charge me for not doing so, not that they would ever do that), lol. I wish they were so 'on the ball' and keeping me informed of when I really will get this work done?

How can I send back my equipment, when I still need it?, and that they 'still' haven't fitted in something for me to use new equipment on?

This is exactly what we are dealing with here lol. Yup, 2022 🙂

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

scaramonga — Sat, 14 May 2022 23:25:11 GMT

Another week, and another £36.45 for me, hell, if they wish to waste money?

First proper bill in since upgrading, lol:

900 service - £55.00 (which still hasn't been completed, so I don't have it) Cable still out on my landing, but not in home.

TV - £24.00??, although I took the deal @ 24 months of TV package for £6.00 (Flexible with NOW & special to 900 broadband), which I have/well still don't after 2 months, but I'm getting charged for MAX TV HD, which I used to have, lol.

Yeah, they can't even get that right! And it's not 'crossover' nonsense, as time has passed way beyond that.

It's OK though, as I'll well be able to afford it @ 36+ per week in compensation. lol

Re: No show engineers, no internet.Rubbish company.Pulling my hair out.Advice needed.

scaramonga — Tue, 17 May 2022 01:26:57 GMT

£24.00 refunded (they did something right lol)

Into another week lol, and asked my 'BT Mentor' how it was going, he said £205 and creeping lol, well, it's their money lol, who am I to argue? 😉

Actually beginning to enjoy this now, lol, £5.25 per day, £140 per month for nothing LOL!!!

GO BT!!!

Don't you get £10 for each missed engineer appointments also?, hmm, that's another 50, will have to question that.

Now you see why one gets 'throttled' 😉