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Digital Voice shambles

Carolyn123 — Thu, 08 Aug 2024 12:35:07 GMT

On 25/7 I enquired about a temporary subscription to a BT service whereby I could get Olympic coverage. As my mobile was already EE, I was persuaded to swap to package that included Discovery+, set top boxes, moving to fibre landline etc. The set top boxes haven’t arrived and the 1st engineer didn't show up on 2/8 (no explanation). 2nd engineer came on 7/8 but fibre connection wouldn't work. Now left with no working landline + told a "specialist" team needs to look into it because the order is still open/overdue and this can take at least 3 working days if not more. This system is entirely under BT/EE's control and their responsibility. I doubt a emergency service or government dept. would have to put up with such poor service...why should I?

Re: Digital Voice shambles

chrisjp — Thu, 08 Aug 2024 16:23:57 GMT

You have my sympathy but, unfortunately, the system is not "entirely under BT/EE's control". They rely completely on Openreach to do all the cabling and connection and, although Openreach is a company within the BT organisation, the OFCOM regulator legally obliges Openreach to treat BT/EE requests for work with no more favour than they treat all other telecomms providers.
Openreach also doesn't seem to be an efficient operation and they rely heavily on sub-contractors who appear sometimes not to be very competant.
That all said, it does remain BT/EE's responsibility to get customers the service they have ordered and are paying for, but they don't seem to be all that good at chasing up Openreach.

Re: Digital Voice shambles

Carolyn123 — Thu, 08 Aug 2024 17:03:51 GMT

Yes, it does all seem to be very convoluted but it's my understanding that Openreach have done their bit and switched me over. Apparently, the problem is now within the BT/EE ordering system which requires their "specialist team" and at least 3 working days to solve...I won't hold my breath!