This topic

Unable to complain to BT about incomplete fibre broadband and phone

Yxull3 — Sun, 05 Nov 2023 17:55:37 GMT

Hello,

(I'm new to the Community and am having great difficulty understanding how it works without the necessary information. For this reason I have not used it since broadband was installed here two years ago.)

To cut a long story short, I need to contact BT by phone to complain about the incomplete installation of fibre broadband & phone on the 30th. Trying to phone 0330 1234 150 achieves only "The number has not been recognised" and incoming calls seem not to be reaching us.

Could BT get in touch, presumably by email, to give a BT email address to use to make contact?

Many thanks,

PS The present difficulties remind me of the weeks of difficulty in 2021 when broadband was originally installed.

Re: Unable to complain to BT about incomplete fibre broadband and phone

imjolly — Sun, 05 Nov 2023 18:01:25 GMT

There is no email address for CS. The number you posted 03301234150 is BT customer service number and certainly does work try using your mobile

Do you have BT broadband and phone?

Re: Unable to complain to BT about incomplete fibre broadband and phone

Keith_Beddoe — Sun, 05 Nov 2023 19:06:19 GMT

@Yxull3

Are you sure you have your phone plugged into the phone socket on the back of the Smart Hub 2, as you would be on BT Digital Voice?

Re: Unable to complain to BT about incomplete fibre broadband and phone

Yxull3 — Mon, 06 Nov 2023 20:55:28 GMT

Many thanks for your reply and interest.
Open Reach upgraded to fibre the copper broadband and phone. We're reliant on the land line for making phone calls and it certainly isn't working, despite an BT email on the 31st that "everything was up and running". Surely there must be some way of complaining, other than writing to the Sheffield postal address and waiting weeks for a response?

Re: Unable to complain to BT about incomplete fibre broadband and phone

licquorice — Mon, 06 Nov 2023 20:59:55 GMT

Perhaps you could answer the question posed by @Keith_Beddoe

Re: Unable to complain to BT about incomplete fibre broadband and phone

Yxull3 — Mon, 06 Nov 2023 21:17:06 GMT

Hello, Mr Beddoe,
Thank you very much for your reply and interest.
The Open Reach did all the in-house wiring during the visit and told me so. Nevertheless, I've taken your advice and notice that the phone (for Digital Voice) is not plugged into the back of the hub. Rather, it's plugged into a white plastic box at floor level, along with another cable that goes to the hub. That seems to make sense.
Even so, I unplugged the phone supply and connected it to the hub.
The line was completely dead. So the engineer must have correctly connected the wiring. The problem must lie outside the house.
Also, the engineer has used some of my power supply equipment to do the in-house wiring and is duty bound to return with its materials.
It's a catch-22 situation. The phone has to work in order to tell BT that it is not!

Re: Unable to complain to BT about incomplete fibre broadband and phone

Anonymous — Mon, 06 Nov 2023 21:22:46 GMT

You can make a complaint online.

Re: Unable to complain to BT about incomplete fibre broadband and phone

Yxull3 — Mon, 06 Nov 2023 21:21:54 GMT

Please see my reply to Mr Beddoe.

Re: Unable to complain to BT about incomplete fibre broadband and phone

Keith_Beddoe — Mon, 06 Nov 2023 21:25:14 GMT

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Re: Unable to complain to BT about incomplete fibre broadband and phone

Anonymous — Mon, 06 Nov 2023 21:29:57 GMT

@Yxull3wrote:
Please see my reply to Mr Beddoe.

Unfortunately having read it several times, it makes absolutely no sense. A DV phone doesn't physically connect to either the SH2 or the mysterious "white box" So you may be better to post pics.

Re: Unable to complain to BT about incomplete fibre broadband and phone

Yxull3 — Mon, 06 Nov 2023 21:34:39 GMT

Further to my message a moment ago, I'm anxious too to contact the apparently even more elusive Open Reach. It should by now have installed its own power-supply cabling to the hub to replace my own
cable (working perfectly, of course.) If I had not had that cable and adapter on hand to lend, what would Open Reach have done?

Re: Unable to complain to BT about incomplete fibre broadband and phone

imjolly — Mon, 06 Nov 2023 21:35:11 GMT

Is your hub connected to a white box like this and if so are lights green like this

Re: Unable to complain to BT about incomplete fibre broadband and phone

Yxull3 — Mon, 06 Nov 2023 21:44:34 GMT

Hello,
I've repeatedly scoured the website but every time I've been directed to the 0330 1234 150 phone line. I have not been able find any other way of lodging a complaint. The link you provide takes me back to where I've been a dozen times before, unfortunately. If you know another way, I would be most appreciative.

Re: Unable to complain to BT about incomplete fibre broadband and phone

Yxull3 — Mon, 06 Nov 2023 21:48:46 GMT

Thank you, Mr Beddoe.
I appreciate what you say. I'm still very unfamiliar with this "Community".
I was, however, under the (false?) impression that BT moderators monitored this discussion group and would take note and act. Perhaps tomorrow? Or perhaps I'll have to visit some BT premises in person!

Re: Unable to complain to BT about incomplete fibre broadband and phone

imjolly — Mon, 06 Nov 2023 21:48:47 GMT

@Yxull3

It is the customer responsibility (ie you) to ensure there is power available to enable openreach to connect the ONT and the HUB. Openreach will not be back with power cabling

Re: Unable to complain to BT about incomplete fibre broadband and phone

Yxull3 — Mon, 06 Nov 2023 21:55:09 GMT

Thanks for your reply. Perhaps sending a photo will be necessary, although I'm so unfamiliar with this discussion group, I would not know how to do so.
However, to be perfectly clear, the Open Reach engineer told me she had finished the installation and the later email from BT that "everything had been done at their end" and that the system was ready to go, confirmed this. There are times when you have to trust the professionals.

Re: Unable to complain to BT about incomplete fibre broadband and phone

imjolly — Mon, 06 Nov 2023 22:01:51 GMT

@Yxull3

I have already posted photo to help you so can you confirm openreach installed something like this and your hub is connected by cable

Re: Unable to complain to BT about incomplete fibre broadband and phone

Anonymous — Mon, 06 Nov 2023 22:09:52 GMT

Let's start at the beginning. Is the Internet working?

Re: Unable to complain to BT about incomplete fibre broadband and phone

licquorice — Mon, 06 Nov 2023 22:21:21 GMT

Next, has your Digital Voice service been activated.

Go to the hub manager (put 192.168.1.254 in your browser address bar)

Does it show your phone number or does it say 'Not Configured'

Re: Unable to complain to BT about incomplete fibre broadband and phone

licquorice — Mon, 06 Nov 2023 22:34:39 GMT

It's not clear if you have full fibre FTTP or simply FTTC

Do you have an Openreach ONT like the picture posted by @imjolly