Phone and broadband not activated on scheduled day. Very poor customer service.

[baichi]

Ordered BT Infinity 1 several weeks ago. The order was accepted on 21st March and then the following day the order was cancelled. No reason for the cancellation was provided until I called several times and was eventually told that openreach had cancelled the order. No reason for them cancelling the order was given. However, the order was eventually reinstated so I assume openreach gave the OK and the phone line was to be activated on the 13th April. I received the hub on the 12th, the 13th comes around and my phone line and broadband have not been activated. I was not informed that there was a problem. I called BT on Saturday, they told me it would definitely be activated on Monday. I call again on Sunday to confirm and I am now told that openreach have to carry out some work at the cabinet and that the situation will be reviewed on the 18th April. I now have no phone or internet services and have no idea when I will have either. I can't even get the slowest broadband option. All companies use the same line so I do not have a choice of provider and virgin is not in my area. What are my options if it is delayed yet again? Is BT customer service always so poor? It is extremely frustrating being in this position with nobody being able to tell me properly what is going on. The previous occupiers had a phone service and at least basic broadband. I do not know why there is a problem now.

[imjolly]

you can have any provider you choose and are not restricted to BT only to the line and service from openreach.  it could be as simple as the previous occupier did not cancel on moving causing a delay for you until they were contacted

post back if nothing on 18th  it can take till midnight for activation

[baichi]

Thanks for the reply. I was told the situation would be reviewed on the 18th - no activation date was given. The previous residents cancelled their service on the 12th April so this shouldn't be a problem. I was told that because the line is provided by openreach, any other ISP would face the same problems as BT.

[PaddyB]

Hi @baichi,

I can understand your frustration and I'm sorry your order has been delayed. If you send me in your details, I'll be able to take a look at what is happening with your order.

Please can you send me in your details using the "Contact The Mods" link found in my profile?

Thanks

PaddyB

[baichi]

I am now in contact with a mod from the community so hopefully I will be kept updated. However, I would like to know why the previous occupiers were able to have a phone line and broadband but there is now a problem for me? Can you shed some light on this?

[baichi]

Got a call last week on 18th April. Told that there is still a problem and Openreach have said it has not been easy to fix. Told I would be updated on 23rd April. Received a call on 23rd April, told Openreach have not responded to BT’s calls and that the issue has been escalated to the Openreach engineers who will respond to them within 24 h. I expect I will receive a call telling me that I will be called back after several days, then another call saying I will be called back in several days, ad infinitum.

A colleague of mine told me that they have also had problems with Openreach but that their ISP (Vodafone) has provided them with mobile data allowance until the problem is resolved. BT offer no such compensation.

Possible alternative of using standard broadband (let's face it, fttc is not proper fibre anyway and should not be called as such) but speeds will be from 4 to 8 Mbps, which is not acceptable in 2018.

Openreach do not appear to be accountable to anyone. Time for these companies to be renationalised so then they are at least answerable to the taxpayer.

[baichi]

I know nobody who can actually do anything is reading this anymore but I will continued to post as a public diary of my BT/Openreach escapades.

So I was told yesterday that I would get a call back on 24th April. I did get a call after messaging to be contacted with an update and things we discussed yesterday. I was unable to answer the call so I received an email instead. An escalation of the issue with Openreach was attempted and the mod will heear back from them on 26th April (what a surprise!). The mod is unable to get better updates at present.

With regards to mobile internet, BT do not offer this compensation but I can use the BT Wi-Fi service. Unfortunately that is of no use because there is no BT Wi-Fi in my area.

I am also unable to receive standard broadband because the same issues will be encountered. I am still none the wiser as to why the previous owners of the house were able to have a phone service and at least the extremely slow broadband. The mind truly boggles.

Next update will be on 26th April. Stay tuned! If I am lucky I will get some form of internet access by 2020 (I think this is too optimistic). Fingers crossed!

[baichi]

Another day, another update. Updated by a forum mod that my case has been escalated up the Openreach ladder. Openreach will get back to the BT mod on 1st May, most likely with another response saying to wait a couple of days. Openreach have said the problem is a record issue, whatever that means. Anyone care to enlighten me?

Anyway, I doubt I will ever be able to get "fibre" despite it being advertised on every ISP website that the area I live in should be able to get it. What are my options?

[imjolly]

the answer would be the same regardless of which ISP you selected.  as mods are on your case you won't get any better help as can be seen by reading forum posts where mods are involved

[JohnC2]

Hi @baichi I called earlier sorry I could not reach you.

I just wanted to update you on your case as Stephanie who has been dealing with you is out of the office for a few days.

Your reward card for £150 has now been arranged and this will be with you within the next 30 days. Your bill is due to be produced on 21st June and once this has been issued we will check to ensure that you have not been charged for services before they were activated and be in touch with you then. If you need any assistance before then post back and let me know and I'll be happy to help.

Cheers
John