We moved into a new property since November 2017 last year. Have already contacted BT since the end of October 2017 letting them know that we have a FTTP system and requested them to install the internet for us.
We are very very disappointed in regards BT's service as since November until now, they and Openreach have sent out several engineers and nobody could fix the problem. It has been reported back to their HQs that the external part is not working properly.
There are only two flats in our building, and our neighbour has got their internet through FTTP only within 3 weeks after they moved in. They gave us the contact of this Openreach engineer who has set up their FTTP. We have called this engineer and apparently the external part of the FTTP is in a very secret place, so seems like all the other engineers have been going to the wrong place. We have then reported this to BT, it was in December 2017, and BT's customer service said they cannot do anything.
BT has responded all the inquires very slow, and we had to call for the updates ourselves. The worst thing is that BT has told us they will send out the technician on a specific date, we then of course took day offs and stayed waiting for them to come, but they DID NOT EVEN SHOW UP. This kind of irresponsible thing has already happened TWICE in 3 months. We spent in total around 10-15 working days and did not even get the internet working at all.
To just be able to install the internet, we have spent already lots days off of our annual holidays we could take and wasting lots times on the phone charting with their customer service for NOTHING in return. We have also filled both complaints to BT and Openreach in December last year but did not hear anything from them at all.
Is there any way that we could cancel the FTTP with BT and use the other internet supplier? We have tried Plus net and Virgine, but it does not seem like they could just simply take over this case. Or if there is any way that we could force BT to fix the problem ASAP, as their customer service only apologise and no one has ever responded our complaints.
not a lot of ISPs provide FTTP are you using 08005874787 as the FTTp contact number
We have called this number but they only apologise for the inconvenience has caused, di not provide any real solutions
We are looking for any solution to force BT to take this problem seriously because 3 months long without any internet is too much... We did not require for BT FTTP when moved into the new build, so we are happy to use ADSL provided by other ISPs. It just seems like they cannot provide any service to us due to our builder's contract with BT(?)
it is more probable that there is only FTTP available on your new build and there is no copper phone wires it sounds like a problem between openreach and the builder to sort out the fibre cabling