How difficult is it to get a landline and broadband?

[MaryMc]

We moved into our home in July and have been trying ever since to get a landline and broadband connection set up with BT. Numerous orders have failed or been cancelled. Every time I ring it’s been advised that we have to just get a new order placed. How is it so difficult to get a simple line connected??? Disgusted with the shocking customer service received and lack of communication each time I’ve made a complaint about this matter. Maybe posting on this will help……

[Keith_Beddoe]

@MaryMc 

Welcome to this user forum.

Is there any Openreach equipment already fitted in the property, which has lights on it?

If its a new build, What provision did the builders make with Openreach during the building process?

[PaddyB]

Hi @MaryMc,

Thank you for the post. I can understand your frustration and I'm sorry you haven't been able to set up service at your new address. Have you been given any reason why the orders have been cancelled? 

If you send me your details, I can take a look at what is happening with your orders. 

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[MaryMc]

Thanks @Keith_Beddoe Openreach have connected the cable that runs under our drive (completed ourselves with pipes and cables provided by Openreach) to the house and to the telephone post across the road. There is an interior socket attached and I was advised on the day that work was completed of my broadband speed and that everything was complete from Openreach’s side. We used the BT hub from our previous address and the Openreach engineers connected everything up. Due to the ongoing order problem on BT’s side I have contacted Openreach directly and they have advised all has been completed correctly on their side. 

[licquorice]

If you haven't already done so, I strongly urge you to take up the offer of help by @PaddyB 

The mods will take ownership of the issue to resolution.

[MaryMc]

Thanks @licquorice 

I replied to a private message he sent me with more specific detail so we’ll see.

This has been an ongoing problem since 17th July! Not holding my breath but if this doesn’t work I don’t know where else to go!

[licquorice]

The mods have a very good track record for resolving problems. They are only a very small team so it may be a day or 2 before your case reaches the top of their queue.

[iniltous]

Is your property a ‘self build’ , if it is, was it built on the site of a previous demolished  property and will it have the same address as the previous dwelling,  if it’s a plot that has never had a property on it before , is it registered with the appropriate authorities ?.

As Openreach have been out and connected you , was this via an order with BT  ( so you have a BT ID, an account number etc ) or did OR attend as part of a ‘planning’ approach directly to them ?

Is it regular copper pair service ( so the broadband you want have ordered exchange based ADSL or VDSL FTTC, (fibre to the cabinet ) or are you getting FTTP ( fibre to the premises )

Assuming your address is registered, what does the wholesale checker show for it , if you have a BT phone number you could use that.

https://www.broadbandchecker.btwholesale.com/#/ADSL

[MaryMc]

Any issues here are being caused by BT.

This should have been a simple home move order. Openreach were in touch with me after we rang to cancel our BT package at our previous address. A lady in cancellations suggested this home move - whilst the same package couldn’t be offered we could get copper broadband and a landline which was sufficient for what we need. BT set the wheels in motion in contacting Openreach who made an appointment to call out to the property.

I have had to repeatedly set this order up 4/5 times now as BT keep cancelling it on their side. No reasons given. To think this has been going on since the middle of July it’s crazy.  

Looking forward to hearing some answers directly from BT in relation to this. Shockingly poor customer service.

[iniltous]

How was it that you had to install Openreach supplied duct and cable yourself  ?

If it’s a completely ‘normal’ installation, and there is nothing out of the ordinary ( like a self build or single plot development ) then as Openreach visited , presumably delivering the duct and cable was a retrospective act , in other words they turned  up  to install service but couldn’t due to the lack of duct/cable , which you then agreed to install yourself .

You haven’t supplied the information from the wholesale checker…that would be useful if it were something like the FTTC cab was showing waiting list …obviously if you don’t want to show any personal info you can obscure your phone  number or address ( that’s always the case anyway )

If all you want is ‘BT’ to respond , then as already stated , the BT Mod has made contact and if you have responded it’s just a case of waiting until your ‘case’ reaches the top of their  list….the majority of answers or contributions to posts on here are from other BT customers , (  it is a BT Consumer forum ) not BT staff, so the  more info provided can give an invite into where things have gone wrong…