Apologies for length of post.
I moved into a property back in April and ordered broadband from BT and arranged for landline to be connected – access to property wasn’t needed and could be done externally as house is fitted with modern 5c socket. I got a date in April, received the necessary emails, took day off work but engineer didn’t show – order had been cancelled but I didn’t get notified.
Spoke to BT and was told there was a problem with the cabinet and it was an Openreach issue when I enquired what issue was and when it might be fixed I wasn’t given any information but instead was told several times ‘We need to end this call, there is nothing we can do for you’. After a week, decided to contact Openreach myself who raised a call, found an issue ‘on their system’ and was resolved in a few days and was told I could order again.
Re-ordered landline/broadband, date given, day off work, no engineer turned up again – phoned and discovered order had been cancelled for a second time but no notification again. Issue was apparently with my email address being same on first and second order and was told the specialist software team in India needed to rectify this but could take 2 weeks.
Around the middle of May, was told issue was resolved so re-ordered, given date of June 22nd as no earlier date available. So on Monday this week, Engineer turned up to do connection – I was at work as had spoke to him directly and he said he didn’t need to enter house. Plugged in Hub later that day and waited but still flashing following day. On Tuesday, got a text saying I’d missed the appointment and needed to rebook an engineer. So phoned BT and was put on hold for 45mins while they contacted Openreach and was finally told engineer had done what he needed to do but there was another issue further up line and I would get a new visit on Thursday 25th June. Email came through 10 mins after phone call ended stating visit was scheduled for 3rd July 8am-1pm. Phoned back, explained what happened and advisor had to online chat to India so I had to wait on phone for another 40mins and she came back and said ‘Its good news, its definitely Thursday 25th between 8am and 1pm ’. Email came through again a few minutes after saying new visit time was 3rd July 1pm-6pm. Phoned back and told definitely won’t be coming till the 3rd July. I was also told to open a complaint after second missed visit and this was apparently closed down today even though I’ve yet to have any resolution...
The 3rd of July will be nearly three months since original order was placed and so to avoid more false hope, further disappointment and increased frustration, please can someone from BT take a bit of ownership and look into what ‘the issue up the line’ means and tell me if I still won’t be getting a phoneline or broadband come next Friday.
this is a customer help customer community forum and your post does not go to BT
please delete your vol ref for your security as this is a public forum
Thanks for your guidance however, when you try to contact BT with an issue via email you can’t and you either get advised to follow pre-tailored generic options which do not cater for my issue or you get this:
‘Every week thousands of customers solve an issue by visiting the BT Community. Our friendly forum experts are there to help you with queries about BT products and services’
I’m a customer who would like an issue solved and ‘Our friendly forum experts’ suggests these are people who work for BT - they are referred to as experts not hobbyists - so I presumed I might get some help or guidance or perhaps a point in the right direction. Why if I want to contact them about a current issue with my service would they think I’m in need of advice from a fellow customer?
Hi @Dan777 and welcome.
I'm sorry there's been so many delays in getting you connected. I can appreciate how frustrating this is for you. I'll be happy to take a look at this for you. I'll drop you a private message so you can get in touch.