This topic

14 months, no installation

Leebeemee — Sun, 15 Jan 2023 21:28:21 GMT

I have been waiting for fibre to be installed for 14 months.

The pole couldn't be climbed and the land owner refused a new one.

Month after month i got no useful information.

A neighbor had fibre from a cherry picker previously.

My neighbor just a couple if months ago had fibre brought from up the road off a cherry picker.

Neighbor gave permission to install mine also, i gave bt this information on 2 occasions and they still didn't install it on that date.

They now have not contacted me for 2 months, i rang them but got nothing useful. They told me to call back this month but im at a loss now.

They gave me a mini hub after a month without, i have been through about 5 of them since, **bleep**. Its also slow.

I also wanted a phone but im obviously not getting that either.

Re: 14 months, no installation

Keith_Beddoe — Sun, 15 Jan 2023 21:32:49 GMT

@Leebeemee

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

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

The only BT Employees are the forum moderators.

What date have BT Retail given you for activation of your broadband package?

Re: 14 months, no installation

Leebeemee — Sun, 15 Jan 2023 21:35:17 GMT

I originally asked for 16th November 2021. I think my first appointment was on the 21st of that month. It went on and on and on.

Re: 14 months, no installation

Keith_Beddoe — Sun, 15 Jan 2023 21:52:03 GMT

@Leebeemee

I have asked a moderator to see what is going on. They should post on this thread tomorrow morning.

Re: 14 months, no installation

Leebeemee — Mon, 16 Jan 2023 00:08:40 GMT

Thank you, thats amazing.

Re: 14 months, no installation

JohnC2 — Mon, 16 Jan 2023 08:40:30 GMT

Hi @Leebeemee, welcome to the forum and sorry you're waiting so long to be connected and not getting updated.

I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to help you with this.

Cheers

John

Re: 14 months, no installation

Leebeemee — Mon, 16 Jan 2023 10:53:06 GMT

Have done. Thank.

Re: How long is a reasonable time to be without internet

Leebeemee — Mon, 06 Feb 2023 19:48:27 GMT

Ive been waiting 15 months, yes 15 months...... Ive been here and complained and got a response and got a call from bt and then nothing.

I had to call tonight and will get a phone call Tomorrow apparently but thats the 8900 ive heard that.

What should i do?

15 months and no internet or phone

Leebeemee — Mon, 06 Feb 2023 19:53:10 GMT

Ita about 15 months since i moved and still not had internet or phone installed.

Ive had a mini hub (about 5 or 6 of them) slow and unreliable.

I posted here before and got a call from BT and then nothing more after that.

My partner has been living with cancer and needs contact for health reasons, when EE goes down she has nothing, (happened a few times)

Whats my next step???? Ombudsman??? Ofcom??? Newspaper??? Facebook???

Re: 15 months and no internet or phone

gg30340 — Mon, 06 Feb 2023 20:17:27 GMT

I have moved your post onto your original thread so that it keeps everything together. I have also asked the moderators to give you an update if possible.

Re: 15 months and no internet or phone

DanielS — Mon, 06 Feb 2023 20:32:43 GMT

Hi @Leebeemee,

@RobbieMac had been dealing with this for you. I know he was waiting on word back from an escalation team within Openreach. He is picking this up again for you tomorrow when he's in. We will do all we can to help you.

Thanks
DanielS

Re: 15 months and no internet or phone

Leebeemee — Thu, 09 Feb 2023 19:56:20 GMT

Still nothing.

Got cut off and they never rang back.

Whats next?

Re: 15 months and no internet or phone

NeilO — Thu, 09 Feb 2023 20:22:02 GMT

Hi, @Leebeemee I'm sorry about that, I can see that @RobbieMac has been chasing the Openreach escalations team for an update on your order and he'll follow up with you as soon as he has more information from them.

Neil

Re: 15 months and no internet or phone

Leebeemee — Mon, 13 Feb 2023 14:45:37 GMT

Anything updates?

Thanks. Lee.

Re: 15 months and no internet or phone

JohnC2 — Mon, 13 Feb 2023 15:00:41 GMT

Hi @Leebeemee it's @RobbieMac 's day off. He'll be back in the office tomorrow and update you then.

Cheers

John

2 years waiting

Leebeemee — Fri, 06 Oct 2023 23:12:45 GMT

In November it will be 2 years waiting for fibre and a phone to be installed.

(Very slow mini hub provided)

Its a long, long story of ever changing obstacles. Old pole, survey for different routes, neighbor gets her fibre and provides permission for mine at the same time, digging up road etc.... Nothing provided fruit. Just dead ends.

It ultimately turns out (after 2 billion phone calls) to be no capacity in my area after years of messing about there was one spare fibre that my neighbor got months after waiting for mine.

What are my options? Whats likely to happen next? What would you do? Do i have any options? Open reach are likely to do anything about more capacity?

Ofcom? Local MP? Newspaper? Watchdog TV type show?

Should i go to ofcom????

Leebeemee — Thu, 12 Oct 2023 19:21:27 GMT

2 years with no fibre or phone.

**bleep** mini hub only.

Made the 1 millionth phone call tonight to find out the latest zero update only to get cut off.

Im left with no option but ofcom, is that the best one to contact????

Should i call ofcom????

Leebeemee — Thu, 12 Oct 2023 19:25:41 GMT

2 years with no installation.

Is that a record?????

I literally have no words to describe the last 2 year of backwards and forwards.

Do i call ofcom or that BBC watchdog program??

I have no more routes or options left.

Sorry for posting here but i dont care anymore

Re: Should i call ofcom????

36ULW — Fri, 13 Oct 2023 07:47:43 GMT

No, once knew of a case where some people on a new cluster of houses were waiting 3 or more years.

Unfortunately Openreach needed to either put Poles up over a railway track or bore under it.

Said track was an extremely busy one that connected to Kings Cross so trains were pretty much constant.

Network Rail are notorious for dragging their heels when it comes to dealing with other Utilities.

Re: Should i call ofcom????

Leebeemee — Fri, 13 Oct 2023 08:24:03 GMT

My biggest problem was i had a line ready to be installed, open reach just didn't bother to look for it, they did for the neighbor, they got it after i had been waiting months, when i told them of that option they said theres no more capacity.