Well this just goes round and round getting nowhere! Is there anyone on here who has experienced this issue and if so how did you get it resolved?
Quick overview of issue:
28th Sept report fault on broadband
6th Oct text to say sorted - it’s not….. I get home from work to find it’s been switched off.
Many calls 6th, 7th and 8th Oct. Over an hour each time and told a different story each time and some didn’t even know what cease and reprovide was :-(. Told I would get a call back on 8th but didn’t so I called.
Raised message on here and Robbie gets in touch and says will resolve. Order placed to get broadband back 12th October and switch on date 26th Oct. Patiently wait with useless mini hub they sent to find on 26th Oct at the last few hours before go live they cancel my order!
Many calls to BT again to get told many times that it will be sorted. Another order raised on 27th October for broadband for it to be cancelled again! No one can give me answers as to why and Openreach haven’t given reasons either.
Again promises of calls back don’t arrive so I’ve called back again on Monday when my promised call didn’t happen. On the phone for over 2 hours being passed from person to person in different departments. No one can get an answer from openreach as to why cancelled reconnection, no one admitting why my broadband was stopped rather than switched back on again!
I get given email address for staff member who said he would definitely sort this, applied £20 credit to my account for the problems I’m having….. I just want my broadband back! He passes me to another department who wants to close my telephone line account as that’s the only way to get broadband back! I say I don’t want to lose my line number I’ve had for 4 years due to their error. He puts me through to another department who goes through all the details again! Spent over 2 hours on phone getting nowhere! He couldn’t get through to Openreach so arranged a call back for today.
Called me at 12.30 today and he can’t do anything as systems are down so will call me back at 5pm. Get called back at 5.10 to spend another 1 hour 30 mins on the phone! He can’t get through to Openreach on the phone so I suggested he use the chat service. He has to ask a manager to do this! Finally he gets through to Openreach using chat but they can’t answer why order cancelled twice, can’t answer why they ceased and didn’t Reprovide. I keep saying I haven’t placed an order for broadband I am requesting the broadband I had be switched back on after their repair to the fault! No one is admitting why when repairing the fault they just turned off my broadband. No one can re switch on broadband without submitting a new order, which will mean me losing my telephone number and many days of compensation due, and also I will have to wait another 14 days to do this! I would also need to have a credit check against me for them to complete the order for the new account which will be on my credit file at a time I’m due to renew my mortgage!
All this I am penalised for the incompetence of their error switching off my broadband rather than repairing! I am getting nowhere! I just want my broadband switching back on! I reported a fault and now I can’t get back my broadband! Is it really that hard for them to resolve from their error!?
is there anywhere else I can take this to escalate my complaint? I just don’t know where to go from here to get my broadband back! It’s 8 weeks since reported fault can I now ask for a deadlock letter so I can take further to the ombudsman services communication via ofcom? Has anyone any idea what next steps I can take to get my broadband back? Thanks
