I have moved into a new house, for which I ordered phone and broadband on 24 Aug 2016. The start date was confirmed as 6 Sep 2016, however, two months later I still have no connection. I have spend countless hours on the BT helpline, had numerous promises for call-backs which never happened, was promised several times by BT that the line problems were solved, had several engineer visits, which only confirmed that the problems had not been solved, wasted 2 days of holiday waiting for BT engineers, and also send a written complaint to BT in mid-September to which I never received a response.
I think the customer service of both BT and Openreach has been appalling, and there is clearly no interest shown in prioritising this matter, e.g. the last time I was told the problem was solved it still took about 10 days to get an engineer visit...
I live in a rural area and have only weak mobile connection, so I am reliant on landline and broadband, and suggestions to use a BT hotspot are not really helpful...
This lack of customer service seems only possible to me due to the monopol of Openreach, and the only reason I am still a BT customer is the lack of an alternative. Is BT really that powerless with respect to Openreach that they can't demand a quicker solution Or is it just the lack of interest?
BT Retail do not provide or maintain the external network. This is done by Openreach (A BT Group Business) who work for all Service Providers apart from Virgin Media. BT Retail do not get any special treatment.
Have the builders installed all the ducts, and has Openreach provided the cable into your house, or even left it coiled outside?
That is what I have been trying to do for the last 2 months... I now had calls from two different people claining to be my personal 'case officer', the first one promised to chase up Openreach on a daily basis, but the second now has gone back to the ususal 'we will update you next week' routine...
I have send another official complaint via email last week, but as before no reply to that yet.
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.