This topic

BT/OPENREACH SERVICE

LaurieLee — Tue, 26 Nov 2024 14:09:59 GMT

I placed an order to upgrade to full fibre back in October. I received a lot of texts telling me how great it was going to be and Openreach would arrive soon to install everything. Then nothing.

So today ( 26th November ) I thought to myself…” I wonder what is happening with my order ?” .

To cut a long story short ( and a lot of waiting on the line for a BT person to talk to ) they cancelled the order. I didn’t, BT/Openreach did.

Nobody told me, nobody got in touch with me to say there is a problem and that the order was to be cancelled. Nothing. Not a peep !!!!!!!

For goodness sake, BT/Openreach are in the business of communicating. So COMMUNICATE !!!!!!!!!

If there is an issue..............TALK !!!!!!!

Oh…now it is up to me to return the kit they sent to me…………….YOU CANCELLED MY ORDER ….YOU COME AND PICK IT UP !!!!!!!!!

What and organisation. Disgusting !!!!!

My contract with BT ends in April…………………guess what !!!!

Re: BT/OPENREACH SERVICE

Keith_Beddoe — Tue, 26 Nov 2024 14:18:40 GMT

BT Openreach do not exist, its just Openreach.

If BT placed the order with Openreach, then it must have been rejected by Openreach for some reason. It will affect all providers that use the Openreach network.

Use the address checker on the page below, and post the results, but edit out your address details first, but leave the exchange name and cabinet number showing.

https://www.broadbandchecker.btwholesale.com/#/ADSL
Please include all notes at the bottom.

Re: BT/OPENREACH SERVICE

LaurieLee — Tue, 26 Nov 2024 15:18:43 GMT

I write BT/Openreach to highlight it was an order placed wuth BT who subsequently pperate with Openreach. I do realise they are now two different organisations.

Re: BT/OPENREACH SERVICE

LaurieLee — Tue, 26 Nov 2024 15:20:13 GMT

I also know that FTTH is available and have no need to check.

Thank you for your help.

Re: BT/OPENREACH SERVICE

Keith_Beddoe — Tue, 26 Nov 2024 16:43:14 GMT

The notes on that page may give you an idea why it failed.

Re: BT/OPENREACH SERVICE

chrisjp — Tue, 26 Nov 2024 20:29:17 GMT

"BT Openreach do not exist, its just Openreach.
If BT placed the order with Openreach, then it must have been rejected by Openreach for some reason. It will affect all providers that use the Openreach network".

All true enough, but if Openreach cancel an order placed with them by BT in response to an order placed by a customer, BT has a DUTY to inform the customer of this and to investigate with Openreach the reason for the cancellation and explain this to the customer.
None of this was apparently done by BT in this case, demonstrating abysmal customer service by BT.