Writing on behalf of my dad who made the cardinal error of signing up with BT (well, to be honest, it is his only option given the monopoly BT have on the network where he is).
Order placed on 19th July with installation date set at 5th August. Nothing happens. Account status update basically just keeps moving the date by a day every time the date is missed.
3 calls to BT placed between 5th and 12th August...3 different people all offering completely different excuses and promises they ultimately failed to keep.
Eventually one call handler suggested that the best course of action was for BT to cancel the order then raise a new one and this would get things moving.
it certainly appeared to get things going; an engineer visited to inspect the new fibre route from the road in to the property-but that’s really as far as it went and that was way back in September.
Since then it has been a succession of failed engineer appointments and a shocking lack of communication. Nobody wants to come clean with the truth it would seem.
Two complaints have been raised since August yet there has been no response. BT wrote to my dad recently and suggested he takes this to the Ombudsman! Fat lot of good that will likely do.
No compensation has been credited which seems to go against OFCOM’s advice of being payable no more than 30 days from the date the service was due to start. BT say they will review compensation within 15 days of the service commencing-if only we had a crystal ball to know when that might be.
Oh, the status update tells him every day that an engineer is due outside the property...yet we know this isn’t the case. Almost as if the service is automated or something to give people just a glimmer of hope.
I’d like to escalate this quickly as he has no other fibre options where he lives (western isles of Scotland).
