I recently moved to a 2nd floor flat in Redruth, Cornwall.
Before moving, two weeks ago, I used the HOME MOVE service from BT to move my Infinity (76Mbps) to my new address. I keep on checking my new postcode and FOR SURE the fibre is available at that exchange cabinet.
My appointment is scheduled for Oct 29th (more than one month waiting 😞 ) but today I've received a call from a BT operator who informed me that their engineer was on the place this morning and reported that the fibre cannot be "installed" due to the fact that it's a second floor in a flat block building.
The lady on the phone told me she would have cancelled my appointment and suggested me to choose a regular BT broadband package instead of my desired Infinity.
Why all this? I just required to move my PTTC Fibre package to my new address! Why should they care if the building I currently live in has or not the fibre installed? I just need the copper wiring just like in my previous home!
I'm not interested in the 300Mbps I want my beloved 76Mbps I had before! How can I convince them to just connect me to the fibre at the exchange cabinet?
Solved! Go to Solution.
It certainly sounds to me like the person you spoke to today ( and the engineer in question ) thought that you are after FTTP and not FTTC. I really don't see how that confusion could have arisen, but then this is BT we are talking about. As you say, for FTTC it doesn't matter whether the flat is on the ground floor or the 10th just so long as the copper wiring reaches !
I personally would have told the person on the phone that she was talking complete and utter nonsense and I would have kept on until she realised the mistake. Can you get back on to the Home Move people and explain what's gone wrong ? There's also a chance one of the forum moderators may offer to take this up for you - if so then he or she will post in this thread.
I will try to briefly resume my complaint:
THEY ACTIVATED A NEW LINE AT MY OLD ADDRESS IN NEWQUAY AND I’VE BEEN ALREADY CHARGED THROUGHT DIRECT DEBT FOR ITS RENTAL!!!Now, I believe I’ve been too calm so far and I’m beginning to be really upset about this unbelievable chain of stupid mistakes.I wrote them again and I demanded:
with all the hassle it would better if when mods read this they offer to help you
This morning they sent me a SMS to confirm that my line at my new address is now active.
I tried it plugging a phone in and it works. Wonderful!
But still no internet.
Now the problem is that they made a brand new request for Infinity just yesterday and now my new appointment with the engineer is scheduled for December 2nd!!! I begged the gentle operator to make the impossible to anticipate it because I've been waiting since September and the date has been postponed just because of their incredible mistakes.
I've already got my HUB3 and the white fibre Openreach modem I brought with me from the previous home... why should I receive another welcome package on October 28th?
Ah... and there's still the "little detail" about my last bill I've already paid through direct debit:
I received a call from a BT Customer Service and the lady told me that AGAIN an engineer visited my area and reported that Infinity is not compatible with my property.
Looks like the cabinet in my postcode IS provided with fibre but only provides FTTP setups and NOT FTTC.
Since I live at the 2nd floor of a flat block I have no chance of having any Infinity installed.
She told me that I can only have a regular broadband after she will have cancelled my current Infinity order.
I'm still waiting and also yesterday I called to have my HOME MOVE Infinity order (once again) cancelled.
They told me that it takes 24 hours... but nothing happens... and I can't purchase any Broadband package because, of course, a previous order is still pending.
I only hope they don't get confused and deactivate my new landline as well. They are capable of that.
I keep on waiting...and staying calm.
I'm an angry and tired customer who also paid around 60£ for services never requested in a house where I don't live anymore.