AMAZING INCOMPETENCE - MIGRATION FROM PLUSNET FTTP TO INFINITY

[tulipbicycle]

Tempted by free BT SportI decided to return to BT after several years away, during which I moved to FTTP as part of a trial from Plusnet.
The original booking was for an engineer visit and both phone and broadband activation on the 11th working day. However, the engineer was postponed until day 13, then on day 12 I was called and told that the broadband order had run into a fault and would not activate until day 22. I found this very strange as my FTTP was working perfectly with Plusnet.
The Openreach engineer duly arrived on day 13, unplugged my phone and plugged it into the modem, then completed the call to finalise phone activation (I would have been fully capable of doing this myself as the instructions had been emailed to me the day before)
He then very kindly rang Openreach to find out what the fault was, and was told that something had not worked on broadband line 1 (it was already in use?) so the BT activation had been successfully done on line 2. He plugged in the homehub and connected it to line 2 and the light immediately went blue, inidcating that the FTTP was working.
It is now day 15, I have been telephoning and emailing for 3 days to BT to try to get the order closed off so that I can access the rest of the product components such as Netprotect, BT Wi-Fi etc. Each of the BT call centre staff has failed to read my file and tried to tell me that my broadband is not yet active..... eventually I managed to extract a promise to arrange for an Openreach engineer to sign the order off today without visiting my house.
SO at 8:30 this morning an engineer turned up at the house.... he looked at the modem and homehub and confirmed that they WERE working properly BUT THE ORDER STILL SAYS ACTIVATION IS NOT FOR ANOTHER 7 days.
So far, BT have paid for 2 completely unnecessary engineer visits and, unless thet change their attitude, will be losing two weeks income.
WHAT ELSE CAN I DO TO GET SOMEONE TO SORT THE MESS OUT.?

[john46]

Hi

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

[tulipbicycle]

Thank you - I have already done that.

[ray_dorset]

Great minds 😉

[tulipbicycle]

Sadly , despite my posting on this Forum, the mods have not responded to me in any way.

After a week, I STILL have a working FTTP installation with an activation date postponed to 10 July, so no access to any of the services bundled in such as BT Cloud, NetProtect etc.

Despite several emails, about a dozen phone cals and a written complaint to the Correspondence Centre in the last fortnight, nobody at BT or Openreach is taking any responsibility for sorting this mess out - BT blame Openreach, whose engineers (I've now has a second visit) have both failed to mark the job as complete so it can be closed and my account can be activated. Openreach say BT are just incompetent.

BT Customer Servies say I should be happy as I'm getting the service for free at the moment - sadly this is just hot air as being a migration I still have to pay my previous supplier, Plusnet, for services I no longer have access to.

I suppose I could cancel the order, reinstall my old modem on the original FTTP line and tell BT to f*** off and put their service where the sun don't shine.

DO NOT ATTEMPT TO MIGRATE YOUR FIBRE TO BT!

Does anyone know an alternative way to get my complaint heard?

[john46]

the mods currently have a backlog of mails and the normal 3 working days is more like 5/6 working days but they will contact you personally by either email or phone and take personal ownership until resolved

[ray_dorset]

---

@tulipbicycle wrote:
 
BT Customer Servies say I should be happy as I'm getting the service for free at the moment - sadly this is just hot air as being a migration I still have to pay my previous supplier, Plusnet, for services I no longer have access to.

I suppose I could cancel the order, reinstall my old modem on the original FTTP line and tell BT to f*** off and put their service where the sun don't shine.

DO NOT ATTEMPT TO MIGRATE YOUR FIBRE TO BT!

Does anyone know an alternative way to get my complaint heard?

---

Plusnet are owned by BT 😉

[tulipbicycle]

To ray_dorset - I know - that was my point. BT Customer Services claimed I was getting something for free when actually I'm still having to pay, just to a different part of their group.
I know Openreach are required to treat all customers (BT as well as non-BT) equally but my experience is that they bounce all queries from BT customers back to BT, rather than actually dealing with them, and BT let them get away with it. Given that all 3 companies in my sorry tale are part of one group, the words p***-up in a brewery come to mind.

[tulipbicycle]

Thank you for this - but that means that by the time the mods get round to my complaint, it will BE 10 July and presumably BT will get round to activating my service. So the mods are a waste of time in my case.

[jfsfoster]

BT Cloud is nothing special. There are loads of better storage services, dropbox, livedrive, amazon cloud, google drive etc. And Netprotect is just a rebranded McAfee. Which is rubbish. Just use Microsoft security essentials instead on XP, Vista amd 7 or Windows Defender on 8. BT will sort your issue out. FTTP is the rolls royce of internet connections. Just be thankful.