We initially ordered full fibre to be installed at our home in August/24. Finally in December/24 we had Openreach pull the line to our home, install an ONT box and we had service. It wasn’t great service and we called in a fault as we weren’t getting the promised speed. In January/25 we suddenly had no service at all. Called BT and they miraculously had no record of us having any fibre service or an ONT box. My elderly parents live on the same property as us in a separate dwelling. Each of the two homes has a registered address. Come to find out that when my parents got fibre installed (June/24) BT erroneously registered their ONT to our address. When I say I have probably spoken to 25-30 different people at BT that is no exaggeration. I have spent hours on the phone trying to get this resolved. I need someone to re-register my parents’ ONT box to their address so that we can get service at our home. For some unknown reason, the BT ‘system’ cannot seem to get this fixed. I am losing the will to live at this point - 7 months and counting since we first ordered fibre service!!
