How can I complain when BT offers the service but open reach installs it and we are not happy?

[iniltous]

If you are within the ‘cooling off’ period you may well be able to cancel penalty free , but unless another network is available, then any order from other communication providers/ISP that uses Openreach network will use what already exists , they won’t install the network again , it’s already installed .

Without being overly critical, if the service was installed at an agreed location, which turned out to be unacceptable, and the adult that gave permission was uniformed as the the ‘correct’ location, then that adult should have sent the technician away ( if they attended outside the agreed time ) , so it’s something of a ‘fiat accompli’ , if the Openreach termination isn’t where you wanted it , you ( or your agent ) shouldn’t have agreed to where it was positioned.

All CP/ISP that utilise Openreach are bound by the way the system works , Openreach are a supplier of the local network only  , that’s the connection between the customers property and the CP/ISP’s network  , it may seem odd to you , this third party arrangement , but that’s the way the regulator requires it , as far as asking why you pay BT if it’s Openreach , the equipment that gives you dialtone and connects your calls , and provides your internet is BT , not Openreach, Openreach provide the connection between you and BT only , you may pay BT an amount per month , BT pay Openreach a percentage of that for the local access .

[rbz5416]

All you need to do to relocate the Hub is run an ethernet from the ONT in its current location to wherever you want it. That can be up to 100m away.

As for the alarm, you can either try re-injection (Google is your friend) or talk to your alarm company about changing signalling to WiFi.

[join]

Thankyou for all the replies you have all focused my mind in the complaint that open reach are not to blame but BT are, as you have all stated in not so many words and so have they,  they are not customer focused and hold no responsibility to help the customer at all and this is down to BT. Which I don't actually disagree with.

Open reach have informed me that all dealings with the customers in regards to where the box should be best placed, what happens at the installation, What wires go where, what this means for the customer, what services will be disconnected, information that the old phone port will no longer work, what they will be doing when they arrive, what plugs are required, how the installation will go and what they will be doing, what happens to alarms, what connections in the house will be like, basically anything to do with any explanation is down to BT to do.

All they do is arrive and fix the equipment with no explanation or professional knowledge, they will not explain how this is done and what this means therefore the customer has services installed that they are not expressly in agreement with as nothing is actually explained and a customer can not make an informed decision.  I now feel that BT should send out a customer facing person with every engineer that arrives at a house otherwise what are we all paying BT for? 

I did raise this 30 min after the engineer left and the BT agent agreed it was all odd that a non customer facing company attends (for approximately 5 min in the house) and fits the fibre who are not BT when BT makes the promises and takes the money each month and then has no control over what occurs. BT  could not tell me who attends under the Halo 3 plan when I queried if open reach attend or BT. So again a service is offered by BT that they should not be offering as open reach are not customer focused. 

Luckily I had emailed the cancellations team within 30 min of the engineer leaving so I will see what happens. 

Thanks for the replies. If anyone has an address as well I can write to it would be appreciated. 

[join]

Thanks for the reply I appreciate it, Sadly Open reach turned up outside the time window that was agreed and the adult in the premises has difficulties with understanding. The agent took advantage of this and did a job which was the quickest and easiest for him, as open reach has stated no information is given to the customer to make any sort of informed decision as that is not their job.

They then left all furniture out nothing was put back and left the premises shouting you can do it yes! they were there for approximately 5 min with the occupant total and 15 min outside and were gone. I agree the occupant should have said no from the start and I would urge anyone reading this to refuse the engineer to do any work until BT explain the whole process,  but the speed at which the engineers work and leave is done for a reason.! call me cynical. 

I watched as open reach attended across the road they were 3 min with the customer and 15 min outside and left I took pictures as they worked and then left  I was shocked at the time it took. No customer unless they speak to their provided in detail beforehand and their provider looks at the rooms and connections and address can make an informed decision with the open reach engineers. 

I do appreciate open reach and BT are separate and I appreciate open reach have no interest in customers as they have none. So it has focused my mind that this is down to BT and their customer service. Thanks again. 

[join]

Thankyou for the reply. Its not just the alarm its all the wires that run under the floorboards to the computers from the original location (That are now redundant) as well as the fact the hub has been placed on the floor next to a TV in a corner of a room with furniture in front of it. (Which I don't want moving) All the hubs keep dropping out as does the EE stay connected box. nothing is working like it used to as the hub has to get through more walls. I will just keep on in the complaint with BT and if need be cancel the whole thing. thanks again for the suggestion though.