Can somebody advise who I need to speak to in order to escalate a complaint?
I ordered BT fibre back at the stat of June and was told it would be installed and ready by the 26th June. A couple of days before I was told they needed to do some more work and that it wouldn't be ready....
BT gave me a new date.... guess what? Again, a date missed.
Another date followed, guess what? Another date missed.
BT finally sent some contractors last week, they did 1 day's work and then left my driveway in a state, no cables pulled through and despite a week's worth of me chasing, nobody has arrived back to finish the work. Was told they would turn up today, but guess what? Another date missed....
I have an active complaint open but I'm told nobody will contact me until the service is installed.
Has anyone else experienced this diabolical customer service?
FTTP-Fibre to the premises
FTTC -Fibre to the cabinet.
If you follow the instructions in my previous post we will know what you are getting and be better placed to help you.
The Civils Team don’t do the cabling.
They just do the dig and duct work. Once they’ve got that done a Step 1 Task will be arranged to get the Fibre Tube (if Legacy Fibre) or the Connectorised Fibre Cable to be put in. This would usually done by Kelly’s Comms or Openreach.
Once that’s done then the job will be sent back to BT for a Step 2 Installation Appointment to be arranged.
Makes no difference what team it is. Quite frankly, I don’t really care whether it’s a Civils team or a cabling team.
The point is they’ve constantly missed the appointment dates and times. The ‘ case Manager’ assigned to it never answers her phone.
Im actually cancelling the order tomorrow.
Civils Teams don’t work by appointment.
The only time you’d need one of those is for the Installation because that’s the only time they’ll need access to fit the ONT.