This topic

No reinstall date for broadband

Ginge1970 — Thu, 29 Dec 2022 10:29:25 GMT

I had a failed fttp broadband install on 13 Dec 22.

Openreach require to use a specialist team to push a cable through.

Promises of Openreach re visits by BT customer services but no show or contact made by Openreach to date.

Frustratingly no confirmation and just going round in circles.

how do we escalate this?

Re: No reinstall date for broadband

Keith_Beddoe — Thu, 29 Dec 2022 10:34:05 GMT

@Ginge1970

Welcome to this user forum for BT Retail phone and broadband customers.

What date did BT give you for activation of your broadband package?

Re: No reinstall date for broadband

Ginge1970 — Thu, 29 Dec 2022 10:36:52 GMT

13 Dec 22 was my activation date.

Re: No reinstall date for broadband

Keith_Beddoe — Thu, 29 Dec 2022 10:41:41 GMT

You should be given automatic compensation, once your service is active.

All you can do is to either contact BT, or track the progress of your order online via MyBT.

At this time of the year, delays are expected, as Openreach are very busy.

Re: No reinstall date for broadband

Ginge1970 — Thu, 29 Dec 2022 10:58:37 GMT

Not withstanding Openreach is busy, which as a customer is not my problem and a poor reason for not informing a new install date

Reopening complaints for another promise of a visit that does not happen then complaint is closed again and again is frustrating when nothing happens.

A complaint should stay open until resolved as well surely?

A solid confirmation and a date with contact from Openreach would be at least be a step forward.

I would rather have my broadband than a fiver a day to be honest.

Re: No reinstall date for broadband

JohnC2 — Thu, 29 Dec 2022 11:24:25 GMT

Hi @Ginge1970, welcome to the forum and thanks for posting. I'm sorry that your broadband installation has been delayed.

If the complaint is open on your account at the moment the complaints team will update you on what's happening with your order. If not I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to get an update for you.

Cheers

John