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mieliperhonen
Contributor
2,138 Views
Message 1 of 36

BT and OpenReach - Shambles

 

 

So frustrated at the seemingly ineptness of both openreach and BT.

 

I've noticed a few of these stories here, so here's mine:


I've recently moved into a new build (via the BT Home Mover options) and was reliably told landline would be installed & broadband would follow and all complete on the 29th July, great!

 

Never happened.

 

Throughout the begining of August I tried and tried to get answers out of BT only to be told that they're waiting for openreach to do a site survey, we'll contact you via text in five days -  every five days, same message ad infinitum.

So Mid-August I manged to get a hold of Openreach to see when they were going to install the landline, they didn't want to talk to me at all, "they're not allowed" had the phone put down on me and my email of complaint was completely ignored, they won't talk to me, see your service provider (BT) but BT can't tell me anything as they're waiting on Openreach, who won't talk to me (or BT it seems) > the last real update was on the 4th August, I mananged to drag this information out of some call centre worker on livechat.

 

[i]**Customer Milestone - NewSites - No network to site**
NewSitesDelay:NWKR002:18
Date of note: 04/08/16
** Openreach currently have no network to site, which is
required before service can be provided for this order.
The work is still in progress with our contractor.
The next update will be by: 31/08/16[/i]

 

We're now 20 days since that last system update - that BT don't even know about, as they sent me equipment on the 16th and expected my broadband order to be completed then and when I tried to order BT sport package for SKY I was tranfered to another "specialist department" who then told me I couldn't buy something becuase I was already buying something and that order was NOT completed - how stupid is that ?!?

I can't order something because a previous order isn't completed. I cant purchase something from BT because they're unable to process two orders at a time !!

 

Anyway I'm now told the next openreach update is the 1st of September, this is just an update !! not completion !! BT still know nothing about this, they've got no idea what openreach are doing, they don't seem to talk to each other despite being the same company.


.. and I think the update will be exactly the same as every other update (we're waiting on openreach) becuase no one from openreach will do the work required, like someone, somewhere, lost a bit of paper with our address in their van and now we don't exist on any system plans.

 

Totally frustrated and angry at the both parties, why won't openreach do the work, the building site work was completed two weeks ago, there is a connection to the network and has been for two weeks now?

 

[/rant]

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35 REPLIES 35
milvus
Contributor
2,131 Views
Message 2 of 36

Re: BT and OpenReach - Shambles

You have my sympathy.  Openreach seem to be a law unto themselves.  We can't talk to them, and BT appear to be unable to (or have little interest in) chasing them.

 

It shouldn't matter that BT subcontract the work to Openreach.  We are customers of BT - they should own the problem and seek a timely resolution.  That isn't happening.

 

Good luck.

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DavidM
Moderator
Moderator
2,123 Views
Message 3 of 36

Re: BT and OpenReach - Shambles

Hi @mieliperhonen,

 

Thanks for posting. I'm sorry there's been a delay in getting you connected. This can happen with new builds especially when surveys etc are required. I can take a look and check what's happening with it if you wish. Can you drop me an email with the details? You'll get the contact the moderators link in my profile.

 

@milvus,

 

I can see you're in touch with the helpdesk on your own thread. Please keep us updated on how you get on.

 

Cheers

 

David

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mieliperhonen
Contributor
2,089 Views
Message 4 of 36

Re: BT and OpenReach - Shambles

Thanks, I have done just that, I appreciate your offer of help.

**Edited**

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mieliperhonen
Contributor
2,038 Views
Message 5 of 36

Re: BT and OpenReach - Shambles

 

An update -

 

Hello ...

I've been monitoring the development you asked about and unfortunately the expected completion date that we advised has passed but we've not yet been able to fully complete the work required.

I'm unable to provide a new date straight away and we're working with our Planning Team in order to find out the reason for the delay and get a date for you. We'll be in touch again as soon as we can provide a further update.

We'll also keep your chosen service provider informed about the progress of your specific order so they'll be able to keep you updated also and should remain your primary point of contact.

Thanks,

Openreach Newsite Development Queries Team

 

 

What an absolute joke of a company, an update with zero information, seriously how does this happen ? How does this company exist, How do they get away with such a shabby service. How do they NOT know what the issue is, HOW ??

 

Why wouldn't you find out the issue before contacting the customer ?

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mieliperhonen
Contributor
2,013 Views
Message 6 of 36

Re: BT and OpenReach - Shambles

 

Thanks David for trying to contact me, sorry I missed the call.

 

 

You say in the email that openreach have no signal to the site, which is the update from 4th August, there is now a signal to the site, there has been for a couple of weeks.

 

The whole "work is onging & planning is in progress" is complete nonsense, absolute tosh, just absolute infuriating company speak BS that I keep getting thrown my way.

 

Is there actually an update, a real person, an area manager who I can actually talk to and get some answers.

 

This BT/Openreach plan of "ahhh well, lets just check it again in a month" is simply not good enough.

 

Do you have any contact numbers I can try?

 

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4KMarty
Aspiring Expert
2,001 Views
Message 7 of 36

Re: BT and OpenReach - Shambles

Openreach are not your supplier, they cannot and will not speak to you. You're no more their customer than you would be the customer of the firm supplying Tesco's home delivery vans if you ordered your groceries from Tesco.

 

The fault here is with the property developer who built your home - it was their responsibilty to ensure the properties were connected to all utlities including phone and broadband before they sold the houses/flats.

 

"they don't seem to talk to each other despite being the same company"

 

Openreach and BT Retail are functionally seperate. Openreach has to deal with BT Retail in exactly the same way as they have to deal with TalkTalk, Sky and any other ISP using their network. There are no special favours or procedures for BT customers. 

 

While it's never what people want to hear, people buying new build properties should seek written, legally binding confirmation from the developer that they've ensured all services are connected and useable before putting the homes on the market.

 

Sounds like you didn't and sounds like they didn't. You're blaming the wrong parties here. 

mieliperhonen
Contributor
1,991 Views
Message 8 of 36

Re: BT and OpenReach - Shambles


No, you're wrong I'm afraid, the line is there, the property developers have put it in, Openreach are simply not bothering their **bleep** to do their part of the work, urgency is not a policy it would seem.

.. and you can use words that separate BT and Openreach but they are the same company and they have a "special" relationship, I know this because BT live chat gave me a direct contact number for Opeanreach with my opeanreach ref numbers.

So again, I'm afraid you're wrong.

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4KMarty
Aspiring Expert
1,983 Views
Message 9 of 36

Re: BT and OpenReach - Shambles


@mieliperhonen wrote:


No, you're wrong I'm afraid, the line is there, the property developers have put it in, Openreach are simply not bothering their **bleep** to do their part of the work, urgency is not a policy it would seem.

.. and you can use words that separate BT and Openreach but they are the same company and they have a "special" relationship, I know this because BT live chat gave me a direct contact number for Opeanreach with my opeanreach ref numbers.

So again, I'm afraid you're wrong.


No. I'm afraid it's you who are wrong. Before selling the flats, the developer is responsible for ensuring all the services you will need or want are connected to the development. Clearly that's not happened here.

 

Secondly, there is no "special" relationship between BT Retail - who you're buying from - and Openreach who are, by order of the regulator, legally barred from treating BT Retai customers any differently to those of other ISPs. Were Openreach to do that, and were they caught, Ofcom would almost certainly fine BT Group Plc and, ultimately, could order the full sale of Openreach.

 

So again, I'm afraid you're wrong.

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john46
Distinguished Sage
1,974 Views
Message 10 of 36

Re: BT and OpenReach - Shambles

correct 4Kmarty OFCOM are very clear that BT gets no preferential service from Openreach
this link on the Openreach website clearly states they are unable to help customers of any provider they can only deal with service providers https://www.ciz-openreach.co.uk/contact
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