Abhorrent behaviour from BT, OpenReach and MJ Quinn (contractors)

[TatMan]

This is rather longwinded so I apologize beforehand.

On Tuesday 28 April I receive an e-mail from BT informing me Full Fibre is being rolled out in my area and I'd be getting an upgrade. Engineer booked for 10 June AM, I rebooked for PM. Engineer turned up and was unable to do the job as specialist tools were needed. OpenReach call later that day and rebook for 12 June AM. Let's just say the reason for not doing the job was deja-vu to 10 June. OpenReach called later that day and rebooked for 15 June PM. On the morning of the 15 June, no engineer bothered to attend.

I called MJ Quinn to attempt again to lodge a formal complaint on 12 June as soon as I found out what had be logged. I was told Area Managers deal with complaints and I'd get a call. No call, so on the morning of 15 June, I called MJ Quinn again and was told Area Manager would call by 2pm, if no call, call them back. I waited until 3pm and no call, so called back and was told bluntly no Area Manager would be calling me and the phone was put down.

I've sent e-mails to OpenReach attempting to lodge a formal complaint, on the first email on 18 June outlining several, severe data breaches etc. The e-mail I received back was an insult. It opens with "I’m sorry you’ve not yet been connected following your order for service." I made it very clear as my e-mail header was large font in bold that said "FORMAL NOTICE SENT PURSUANT TO THE UK GDPR (ARTICLES 16 & 18), THE DEFAMATION ACT 2013, AND THE FRAUD ACT 2006" yet i get that opening line. I have been getting phone calls from Executive Complaints, whose only concern is getting the upgrade done. 

A quick look at this. MJ Quinn says Area manager will contact me, then that one will not be contacting me. BT claims they can't do anything. OpenReach, despite sending e-mails have never actually opened an official complaint. 

MJ  Quinn have recently sent e'mails clarifying the comments were NOT about me or my property, confirming all 3 entities are processing incorrect data about me. MJ Quinn have finally restricted that data (not deleted as I'll be taking legal action) and e-mailed BT and OpenReach, neither of which has confirmed or denied they have restricted the data. In fact on 2 July I spoke to BT Exec Complaints and was told BT can't restrict said data as OpenReach uploaded it or something. So be aware BT customers, OpenReach can apparently attach data accusing you off illegal activities and BT has no way of restricting that data if you query it. BT's own privacy policy "You also have the right to ask us to correct your information if it’s inaccurate" the data held about me isn't inaccurate, it isn't about me, so BT should be doing everything possible to help. This Exec Level chap is offensive, tells me this has been dealt with, puts it as part of the original complaint (that I already have a deadlock letter for, so be aware again, when BT say 'deadlock' that means 'deadlock but we'll add other stuff to it as and when we see fit.' There is a little more to this..

On 23 June I received a text from BT telling me I missed an engineer appointment, so when I got home,  I called BT and asked what time that appointment was for. No one could tell me as no appointment was booked. To get this looked into (rather than brushed aside to help BT. If we can save them wasting time sending engineers to non appointments, they'll have more time for real ones). I called BT and young lad tried to lump this in with the drug issue (again, I already have a deadlock letter). He couldn't understand it was a new complaint and nothing to do with the drug issue. He put me on hold for however long, came back and hung up right away. I had to call back about this non appointment issue and now about being hung up on for no reason. Some girl took the call, it was made as clear as the word clear it was about this 'missed 'non made' appointment and about the lad just minutes before. Cutting this short, I call many days later as I heard nothing from BT and it turns out the lass on the 23 June had logged it as part of the drug complaint (still have the deadlock letter), this call eventually got to Exec Level (paragraph above) and Exec Level didn't care. He was told it was nothing to do with the initial drug issue, yet he still lumped it in as part of that. This is based on my call on 23 June not being logged as the complaint raised. I asked him and a previous team leader to listen to the call, it makes it quite clear what the complaint is about.

There is so much more involved but that's some of the main points.

Just one more point to make. Tonight, 10 July, I'm looking through my BT and see my full fibre upgrade order was cancelled on 28 June.  This is bizarre as I have been having phone calls with OpenReach about engineer visits and was told by OpenReach Exec Level to ignore all e-mails about appointments from BT. The order was cancelled on the 28 June after a text on the 26 June said to confirm within 2 days.

In summary.

June 10. Engineer messes up big time and accuses me of being a drug user and sends that data (not actually about me to Head Office).

June 10. MJ Quinn disseminate fabricated data about me to OpenReach.

June 10. OpenReach makes that fabricated data available to BT

June 12. Engineer couldn't do the job.

June 15. No engineer bothered to attend.

Between 23 June and 3 July while being in talks with OpenReach Exec, telling me to ignore BT messages as OpenReach sort the appointments, I get text from BT asking me to confirm an appointment, an appointment that can't be attended as a lane of traffic need to be closed and a cherrypicker needed (specialist equipment mentioned earlier), so it would have been another wasted appointment anyway.

28 June. Order cancelled.

The text on 26 June may relate to text on the 23 June regarding 9 July appointment, I doubt that as e-mail for 9 July appointment says "You can change it up to 5pm the day before the engineer is due to arrive." so why would they cancel the order on 28 June? Or, maybe it relates to OpenReach e-mail with appointment for 2 July? Nope, can't be that. The 2 day confirm notice was sent on 26 June, OpenReach e-mail sent on 28 June.

In short, I am not getting full fibre, my name has been dragged through the mud, I've been accused of law breaking regarding drugs,  due to living with ADHD and ASD the levels of stress I've been through I can't describe.

After all this, on one day, I was so frustrated I did swear directly at BT staff, so I get a letter telling me maybe I need to get a care or family member added to the account to speak on my behalf. What the hell, I have been given the run around, stonewalled, lied to, defamed, etc, etc, etc, and because I lose my cool on one day, BT has the nerve to say that.

[gg30340]

This is a BT residential customer to customer forum. 

It has no connection with Openreach or its sub contractors.

As this is a complaint that is ongoing and has reached the top level of the complaints system there is nothing anybody on this forum can do.