Hi guys,
Posting a question in here as feel as though I've exhausted all the other (minimal) options BT has to offer when it comes to customer service.
Last Wednesday (04/12), my internet was cut off when Open Reach was looking into an internet issue at my neighbours' house.
A fault was raised with BT, and I was told an Engineer would be visiting my property on Friday AM (06/12).
The Engineer was here for around an hour and said he as unable to fix the issue and I would have to call BT to arrange another visit.
Spoke to them on Saturday (07/12) and was told that someone would be around 'by the 11th', but the advisor was unable to see what the issue was even though the Engineer had been here the previous day.
Rang BT on Monday (09/12), and was told by the advisor that the fault was listed incorrectly (slow internet, not no connection), so the correct fault was raised and an Engineer would be over Tuesday PM (10th).
Mentioned I was burning through my data due to WFH and was offered a hybrid connector for £7 (!). Refused this and said I shouldn't be paying for anything as the disconnection has nothing to with me and was told that I wouldn't be able to be sent one as 'it's not part of my package'.
Roll on 6pm on Tuesday (10/12) and am on hold again for 50 minutes as an Engineer hasn't shown up for the scheduled appointment. When I get through to the advisor I'm told that due to an issue with the multiple faults raised and that Monday's advisor hadn't booked in the Engineer correctly, Open Reach were never going to show up (Even though it had stated this on Track My fault).
I was advised the best course of action would be to close the 2nd fault but then I would be in the hands of Open Reach who are scheduled to 'review the situation' by the 13th of December, and there was no way of tracking when/if they would show up.
I requested to speak to the Manager as this is on the brink of 7 days with no internet and after being on hold for another 10 minutes, was told the Manager was on another escalation, but there was no point of speaking to him anyway as 'there would be nothing he could do'.
To make matters worse the advisor I was speaking to become very rude and patronising. Even in the exasperating circumstances I hadn't used foul language or become aggressive but Duncan clearly didn't read the situation and continued in this vein for the rest of the call.
So now I'm left with no internet and no way of tracking if this will ever be fixed and don't fancy another 90-minute call to BT. Has anyone on the forum ever suffered from a similar situation and can advise what is the best next step?
Cheers,
Greg
