This topic

Installation

ingvorp — Thu, 01 Sep 2022 10:13:54 GMT

We have just moved my 90 year old mother from Devon to Surrey and ordered phone & broadband for her from BT. This was confirmed (by email) for installation on 30/08 ("everything will be up and running by midnight, at the latest").

On the day of installation, BT informed us (without explanation) that the date had been pushed to 8th September. My mother was distraught, as she is totally dependent on her phone (& cannot readily use a mobile). On appeal (90 years old, sight & hearing issues, very vulnerable, no other contact with outside world etc) BT changed the date to 6th September (wow!).

Today BT tell us that in changing from 8th to 6th they inadvertently cancelled the appointment & so the whole booking process has to start again!! Unbelievable. And they seem to care not a jot that the customer is elderly, frail & vulnerable.

Can anybody tell me how I can now get this escalated to someone within BT, who may be able to help. Everybody we have spoken to seems completely powerless...

Many thanks

Re: Installation

imjolly — Thu, 01 Sep 2022 10:19:04 GMT

https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

https://www.bt.com/exp/broadband/home-essentials?s_cid=con_bt_dg-home_awin_aff_vidAJM_110483-Editorial+Content&vendorid=AJM&utm_source=Affwin&utm_medium=https%3A%2F%2Fwww.bt.com%2Fexp%2Fbroadband%2Fhome-essentials&utm_campaign=110483&awc=3041_1645094835_8db5e34aa3189a1e2d1144312948112e

Does your mother qualify for home essential and or Priority repair

Problem with 30th was openreach and BT were in strike 30/31 august

which package have you ordered FTTC or FTTP - the latter requiring openreach to install fibre to your home

Re: Installation

ingvorp — Thu, 01 Sep 2022 12:03:28 GMT

Thanks for the reply.

I don’t think she qualifies for those things, looking at the order details, and I assume it’s FTTC, given that it’s a retirement home.

I was aware of the strike but that doesn’t really seem to ‘justify’ the ensuing events… IMHO

Thx

Re: Installation

imjolly — Thu, 01 Sep 2022 12:35:49 GMT

I have asked forum mods who are BT employees to see if they can help with the order they will post here

I would expect many others had appointments on 30/31 August and now having to be re-scheduled hence confusion

Re: Installation

DanielS — Thu, 01 Sep 2022 13:40:05 GMT

Hi @ingvorp,

I am so sorry that we haven't been able to help her fully yet.

I'd like to help you with this. I have sent you a private message that you can reply back to me on.

Thank you @imjolly for flagging this to me.

Thanks
DanielS