7 month delay to Fibre install as BT/EE and OpenReach dont seem to be able to communicate

[garethhartwell]

I responded to an advert from BT/EE for full fibre broadband when it came to my area in April.  Install was meant to be completed within a few weeks.  It's now October and they have just delayed it again until late November!

I've opened a formal complaint on a couple of occasions but all that happens is that they set a new date for the install and then close the complain without waiting for it to happen.

As far as I can tell the issue is that there is no mechanism for the BT/EE customer-facing part to have a conversation with OpenReach to discuss what the issues are and solve them.  Instead they can only communicate via filling in some forms which are regularly misunderstood by the other party.  The only half-sensible conversation I had was a few months ago when I took the day off work for an OpenReach engineer who couldnt do anything because the wrong type of engineer had been ordered - but at least he was able to explain what was required so I could try to pass it on to BT/EE.

I'm beginning to think that the only ways to solve this are to move to Virgin or move house!

[imjolly]

the openreach circulars are sent to an area but unfortunately some people receive them and their home is not able to get full fibre connection yet - there are numerous posts on forum similar to yours

can you enter your phone number or failing that your address and post results including notes.  this will show what is available to you and if problems

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

[iniltous]

The regulator Ofcom is responsible for the way BT and Openreach have to interact they introduced this current system under pressure from the likes Sky , Vodafone, Talk Talk , those companies were convinced that BT and Openreach had a cosy relationship that they didn’t and that put them at a disadvantage, (that’s why Openreach is a separate legal entity) .

OR can’t talk to end users like you  , and BT can’t just ring up ‘their contacts’ within Openreach to ask what’s going on with a particular customer’s issue , they have to follow the Ofcom rules which clearly don’t help in keeping individuals well informed.

[tonysmini018]

What is the delay, and what specialist engineer do you need?

[36ULW]

‘Specialist Engineer’ is a Pay Grade. It’s not a Skill or Knowledge thing.

in fact you can be a, ‘Specialist Engineer’ Grade and not even work an any kind of Engineering Role.