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Boroman
Newbie
4,626 Views
Message 1 of 24

Line ordered in March, 3 Openreach visits, still no connection. I despair!

Aaargh, all I want is for the new residential line and broadband package I ordered nearly two months ago to be installed as agreed back in March. It's for a basement flat in central London, for heaven's sake - not "somewhere up a mountain", as one of the numerous offshore BT call centre types that I've meanwhile spoken to surmised.

 

How hard can this be? Fine, this particular job seems to require a hoist and long ladders, because of the height at which BT has previously chosen to run lines to neighbours in my very ordinary Victorian terrace. Those issues were discovered by the first Openreach engineer who turned up.

 

So I assumed that by the second appointment a couple of weeks later that the external stuff would have been resolved. But no: engineer No 2 arrived with neither any knowledge of what had already been learnt nor the equipment to deal with it. And so did engineer No 3.

 

Calling 0800-1234150 produces a similar start-from-square-one experience, which might be OK if the call centre operatives had not on the last two occasions promised to transfer me to someone who could really help (the case is supposedly with Consumer Provision Management but I have no way of contacting them directly) - but then put me on to holding music that I gave up listening to after a full 12 minutes each time.

 

My suspicion as a result is that for the sake of their targets, the first-line call centre people just want to kick problems into the ether, in the safe knowledge that if a customer calls back they will get someone else (with whom they have to start again).

 

Yesterday I even tried the online chat facility to offered via bt.com to raise complaints. But in spite of requesting an update via email I've heard nothing. All that was offered on my latest call was Openreach engineer No 4!

 

What I need at this stage is for a *human* at BT to take ownership of this problem - and provide me with a direct, non-menu-option number that I can use to discuss arrangements from now on until the connection to my home goes live. What I'm wondering by now is: will it ever? How can Britain's premier telecoms provider be so shambolic about something so basic?

 

 

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Community Manager
Community Manager
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Message 2 of 24

Re: Line ordered in March, 3 Openreach visits, still no connection. I despair!

Hi Boroman,

 

Thank for the post.  I am sorry that it is taking so long to have a line installed.  I can help.

 

What explanation were you given for the extended delay in the line being installed?  Please drop me an email to forum.moderation.team@bt.com, include your BT account details (if you have any), the link to this thread and any order references that we have supplied to you.

 

I'll check from my end to see what is going on.

 

Cheers

Sean

Community ManagerSeanD
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Boroman
Newbie
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Message 3 of 24

Re: Line ordered in March, 3 Openreach visits, still no connection. I despair!

Thanks Sean, email now sent with order reference. I look forward to hearing more!

 

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bberlinn
Aspiring Contributor
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Message 4 of 24

Re: Line ordered in March, 3 Openreach visits, still no connection. I despair!

Boroman, you are not alone. I'm experiencing the same despicable service from BT. I moved home in March 2010. I ordered for my existing phone line be transferred to my current property. As I write, there is no indication when I will have an active phone line.

 

The financial and productivity losses I have incurred are unimaginable. I work Monday-Friday, 9am to 4pm; but 70% of what I do daily at work is prepared and accomplished from my home workstation. With no phone line from BT and Internet from a 3rd party provider (which of course requires a BT phone line), you can begin to grasp the scale of the losses I have incurred over the last two months.

 

I specifically cannot understand why it should even take weeks (let alone months) to route a phone line to a domestic property. This is 3rd world-style services.

 

An installation was scheduled last month. The engineer who visited my property acknowledged to me a survey team would have to survey the property first before a phone line installation because the property is a newly-built accommodation.

 

Thereafter, I called BT. They guaranteed me installation will take place immediate after the survey is completed. A week after, BT said to me the survey has been completed but the phone box exchange on my street has reached full capacity; there is no spare "routing connection". Ok, so...? BT staff said: I would have to wait for an update next Wednesday.

 

BT didn't get back to me. So I chose to call. BT told me, "your problem has been transfer to BT planning group...bla bla bla". What the hell is that? How does that help me to know when my phone line will be connected? Then he said, wait for next update next Wednesday.

 

Tuesday before the Wednesday, I received a text from BT which was a repetition of what was said to me the week before. So I chose again to call. This time was a lady BT staff who acknowledged they (BT) should be calling not me. She said she has transferred my problem a specialised unit a Blackpool that would henceforth handle my query. Wait for next update next Wednesday, she said.

 

I thought this was positive news but would be proven wrong when I had called again for the 5th time to ask for the update. This time, I made the BT staff to know I just want to know why I don't have a phone service; why is it taking longer to get a phone service? The same apologetic lines...your problem is with the planning or openreach. I was not satisfied. I asked, how does that explain why I  have not been connected? Is the planning group or openreach not a subsidiary of BT? He went further saying, digging has to be done for the phone line routing & permission has to be obtained from local council. Ok, so am told again wait for next update next Wednesday (that was three weeks ago).

 

And for the last three weeks, I have been calling and nothing new is given to me. I called yesterday, rather than telling me when my phone line would be connected, the BT staff to whom I spoke was selling to me BT broadband and asking me to get a free BT dongle as part of a broadband deal. This is complete madness and insult. Am I calling for a broadband query? The staff said, from BT record I have placed an order for Broadband. When?, I asked. "When I placed an order for a phoneline", said the BT staff. This is when I lost my cool with this staff. Because I knew fully he was lying. All the correspondence I have had from BT confirm just a phone service was ordered. I will never have BT for Internet services. No way!

 

To add more insult, my statement shows BT have debited the installation fee from my account long ago. Right now, am exploring my options against BT. Because, they have clearly abused my consumer rights.

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Community Manager
Community Manager
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Message 5 of 24

Re: Line ordered in March, 3 Openreach visits, still no connection. I despair!

Hi Boroman,

Cheers for the email, I checked the notes from Openreach and emailed you back so drop me a reply when you get the chance.

bberlinn I can get your line activation looked into, please email your order number (if you have it) and BT account number to forum.moderation.team@bt.com and I'll see what's going on.

Many thanks,

Stephanie
Community ModeratorStephanie
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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bberlinn
Aspiring Contributor
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Message 6 of 24

Re: Line ordered in March, 3 Openreach visits, still no connection. I despair!

Hi Stephanie,

 

I have emailed to you the details requested, hoping for a faint miracle from you.

 

Thanks for the request.

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bberlinn
Aspiring Contributor
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Message 7 of 24

Re: Line ordered in March, 3 Openreach visits, still no connection. I despair!

I received an emal from one of the moderators of this forum regarding the extended delay surrounding the installation of a phoneline in my property.

 

To be candid, I laud the effort front-row staff inluding the moderators of this forum. They are doing some good things here. They deserve some praise. But their responses to my query have been less than desirable.


Because, it is the same old lines I have been receiving from BT in the last five weeks. Seriously the same lines:

"there is a problem with line plant/cabling which is causing a delay in completing the order.

"This has been raised with their planning department and

"the next information update is due on the...

It does not tell me of anything new. The moderator has not informed me of any progress being made or an exact date of when a phone line would be installed. What is the problem with the line plant/cabling? Why after four weeks or so the problem has not been solved? Why can't BT mobilize its best resource-power to resolve the problem quicker? What are the underlying predicaments preventing a swift resolution?

I will love to speak with a BT or Openreach top management, (not middle) to get proper answers to the above questions.

Berlin

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bberlinn
Aspiring Contributor
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Message 8 of 24

Re: Line ordered in March, 3 Openreach visits, still no connection. I despair!

I'm wrong to think by engaging in this forum, I will find a quick fix to the extended delay in connecting a phoneline to my property.

 

Unlike before, I have had regular communications with BT front-row staff who have kept me informed. However, the speed at which my query is being dealt with is unsurprisingly poor. The information I have received from BT so far is depthless, stale, unactionable, and lacks thoroughness.

 

Consider this excerpt from the most recent correspondence from BT:

 

                  "Your order is still with openreach and requires further surveys to be completed."

 

This piece of information offers nothing new. It's more than six weeks I'm informed my query is with Openreach. Or does the correspondent meant to argue that it is still with Openreach because of "further surveys" that need to be carried? In fact, I was  even told by BT several weeks ago, the necessary surveys have been completed.

 

What is apparently knew to me is further surveys need to be carried out. However, the correspodence failed to state why further surveys need to be carried out; when the surveys would  be carried out and completed.

 

Why can't BT tell me when I will get a phone line? It is deeply frustrating!! I cannot plan and control my work as I would have wanted without a phoneline.

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bberlinn
Aspiring Contributor
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Message 9 of 24

Re: Line ordered in March, 3 Openreach visits, still no connection. I despair!

I have received another response from BT which adds to the already despicable treatment I have been receiving from BT and Openreach.

The response from BT's front-row employee reads "…your order…is currently with the planners which means they will conduct a survey to cost the installation."


That is so annoying. Wasn't I told six weeks ago my query is with the "planners"? The same BT that said to me surveys have been completed. That was five weeks ago. What sort of surveys is BT referring again? Why should surveys take that long to be actioned in order to connect a phone line to a domestic property?

I have repeatedly ask to speak directly to BT/Openreach top management. That request has never been granted. In fact, can the forum moderator submit to me all recorded activities made by both BT & Openreach regarding all the transactions that have taken place specifically to my query, from when I placed my order till June 2010. At least, under Freedom of Information regulations, I am entitled access to that information.

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wizkid
Aspiring Expert
4,358 Views
Message 10 of 24

Re: Line ordered in March, 3 Openreach visits, still no connection. I despair!

Thought I'd let you know when I requested BT to send me all my case notes on my account they said that they wanted £10 to be sent to them before they would even do anything.