I ordered Full Fibre on 19th November 2024 and was initally given a 7th January 2025 activation date appointment.
My home is on a private drive with 2 neighbours land needing a slit trench to be excavated for trunking to the BT inspection pit in the pavement. Both neighbours completed the permission to dig forms and returned them to BT. Nothing then happened for a while, so I escalated my request to Executive complaints who replied on 5th February 2025.
We exchanged several phone calls and I was later informed on 3rd March 2025 that all permissions to dig had now been completed.
On 13th March I received a call from a different Executive Complaints representative who said that permission to dig was not complete and further documentation was required. When I spoke with my neighbours one of them said that they had received a futher permission to dig, which she had completed and returned.
To date I have received 7 alternative activation dates and I am now more than 150 days on from my initial order date.
On 6th April, I did, in the hope of getting things moving, write to the CEO of BT, Allison Kirkby, and received a sympathetic reply from Jayne-Marie Xidhas, one of her Business Managers. This prompted a further call from Executive complaints and another delay to the appointment date for activation, which is currently shown as 14th May.
17th April a wayleave document was received by my elderly neighbour, which has been duly completed and returned - her 4th interaction with Openreach!
It is frustrating, but undertand that I'm unable to communicate directly with Openreach; I haven't seen anyone from the company since the original OR engineer visit on 27th November 2024.
The 14th May activation appointment will be 176 days from my order being placed - is this normal, or am I unduly fretting over this?
Any help appreciated.
