Delayed

[zminton]

I signed up to get the landline and broadband with BT on the 20 Feb 2019. Before i ordered it stated i would be active by the 28th Feb 19. As soon as i ordered it then changed to the 4th March. Ok, not ideal but can’t be helped. Waited until the 4th March, went home from work and nothing. Called up on the 5th to be told an engineer was going out on the 6th and it would be definitely on by then. Went home on the 6th, again nothing. I called up again on the 7th voiced my disappointment after id be told it was guaranteed to be done. I also have to work from home in the evenings which means I’ve had to go around various family members’ houses to get work done which really isn’t convenient. They said they were really sorry but there was an issue with the engineer and a special engineer was going out on the 9th and then it would all be ok. I mentioned id been told this on an occasion already and they apologised and said it would be complete by the 9th. I said that if it wasn’t i would be going with another provider. They said they understand but its okay because my internet will be active. The 9th arrived and again nothing so now feeling frustrated i called again and said i wanted to cancel. I was passed through three different teams and the final one was the connection team or something like that. They said the issue will be resolved within the next couple of days, obviously i was annoyed and told them this had been said more than two times now. They said again... it will definitely be resolved in the next couple of days so i sad ok but definitely if not this time then i am going to cancel and go elsewhere so they gave me the cancellation phone number. I waited a couple of days then got a text saying there was an issue with and that i would receive a call or text to update and review on the 18th march 2019. I received said text this morning and it all it states is thanks for your patience we will update and review this again on the 21 march 2019. I am so angry with the service i have received and will definitely be signing up with an alternative provider in the next couple of hours.

The sad thing is i went with BT because i thought they would provide the best service, they arent the cheapest provider.

ANyone else with this issue?

[Keith_Beddoe]

Welcome to this user forum.

Its actually Openreach that provide the connection for all providers apart from Virgin Media. That is where the delay is most likely being caused, so changing provider will just make things worse.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[zminton]

I appreciate the reply, thank you. I understand it is open reach that supplies everyone other than virign and if the issue is with open reach i can understand. What i am frustrated with is the lack of explanation, the continious guarentees that have then turned out to be false and the continuing text messages that seem robotic in just saying review another day, review another day etc. Thats why i am cancelling.

[zminton]

Also, several of my neighbours have Broadband through BT.

[Keith_Beddoe]

You would be best waiting, and not cancelling, as a moderator will be able to sort this out. You should see a post from them here, very soon.

[JohnC2]

Hi @zminton  Welcome to the forum and thanks for posting. Sorry to hear of the continual delays to the connection of your service and that you are not kept informed on the reason for the delays.
I've sent you a Private message explaining how you can contact the forum moderation team. 
Check here: https://community.bt.com/t5/notes/privatenotespage

Cheers
John

[zminton]

Had a phone call from BT today and after the phone call I am confident that they will now be doing the best they can to sort it out. The phone call I had was very informative and was nice to have some honesty and explanations.

[zminton]

I have had an ongoing issue with BT since day one. Ordered broadband and phone service as part of a package and was told it would be installed and active on the 28th. Soon as i ordered it was moved to the 4th of march. Long story short it wasnt connected due to an issue with thr broadband. This was ongoing for around 5 weeks. Until someone saw my post on here (John) (who was very good) i wasnt informed what the issue was. Unfortunately it still wasnt sorted so i called to cancel my account and go else where. That went through very quickly. However because of an issue in the system with bt and openreach, bt refused to give permission to the other privder to take over the line so i couldnt order internet from anybody becuase of the issue between bt and openreach. I have just called bt today to say look, im willing to resign or stay with bt if thats possible but is there any way of the issue being sorted out soon? The lady i have spoken to was incredibly rude. She said shed try to cancel the issue between openreach and bt whilst i waited. Then i got an email whilst on the phone to her saying that ive now got to pay almost £100 to cancle my account. I informed her that id already been told by workers from bt that i will not have to pay anything to cancle as they were not able to provide me with the full service i ordered. Never used the phone, didnt have the tv and they couldnt sort the broadband issue out so was never made active. i asked if it was ossible to speak to an advisor after she told me it the service was active and the reason i got the email is because she told me to cancel the account which is not what i was asking her at all. When ask if i could speak to a manager or a supervior she said why. I told her it was because of the tone she was using with me but also becuase i want to sort the issue out. I wasnt rude or aggressive and just wanted the issue sorted out. Again shes told me it was my fault and ive got to pay and refused intitially to pass me onto a supervisor. When i said there must be one there she told me shed have a look and then put me on hold and then quickly put the phone down. I am now furious and hope the call was recorded. Has any one else had an issue like this? I feel id never want a service provided if this is how they were but also i cant get a service with anyone else until this is sorted out. Can someone please help?

[imjolly]

looks like problem ongoing  https://community.bt.com/t5/Bills-Packages/Delayed/m-p/1931543#M107997

I have asked mods to help

[PaddyB]

Hi @zminton,

Thank you for posting, I can see that my colleague @RobbieMac is dealing with your case. He will give you a call later on today.

Thanks

PaddyB