Poor communication over broadband fault

[simmo999]

VOL013-9451980 63789

VOL055-6102507454168

Hi had 900 full fiber installed on 30/4/25 which worked for 12 hours, reported fault 1/5/25 was told outside network fault would be fixed by 7/5/25. On 7/5/25 fault tracker updates to 12/5/25. I phone 4 different numbers every time I press to speak to someone. A message says we have detected a fault it has been reported and the line automatically hangs up. In frustration I phone cancel contract. They say it was reported wrongly in the first place it’s not a fault in the house, I explained I’ve got the original text stating that it’s outside network problem. I’ve now received emails and texts saying an engineer will visit my house on the 8/5/25 and another on the 9/5/25. Why can’t you talk to someone about an existing fault, I’m at a loss on what to do wait in for both days. I’ve been with BT for over 8 years I wish I hadn’t agreed to move to full fiber what a shambles. No tv as I Stream, and using up my mobile data. Automation of basic reporting I get but leave an option to talk to someone if things go wrong. 4 different numbers couldn’t get through to anyone. 
so poor 

simmo999

[36ULW]

Since BT and EE Merged the Fault Reporting Process has gone from Hanging on a Shoestring to not working at all.

When I was a CSE back in the days of ADSL/VDSL you report a fault and 9 time out of 10 we’d be out the next day at the latest. 

As of late have had a few people I know ask if I can fix, or know of a way to get their Broadband Repaired because they have tried and tried and tried again to get BT/EE to do it and the red tape and failed promises have let them down time and time again.

From what I’ve been told Openreach aren’t even using fully trained/experienced FTTP Engineers on Repair Jobs as they’re so busy doing Installs. Instead they’ve given Copper CSE’s the most basic of Fibre Training and are sending them out to do Fibre Faults without the knowledge and or correct Stores or Tools.

[simmo999]

As I suspected cut backs to increase profits and hide behind the we have 30 days to fix your fault thanks for your reply. 👍

[WSH]

@36ULW   That doesn’t surprise me with the pressures the roll-out of FTTP must have created.  When CF cabled up round here two years ago, I had a chat with the guy doing their distribution hub.  Turns out he was a Spaniard who could barely speak English and was just over here on contract.  It also aligns with the same fault handling chaos I’m reading on many other forums.

Unfortunately, it doesn’t encourage one to make the switch to FTTP right now.

@simmo999  I'm not sure why, but the previous mod team always used to remove or partly obscure the fault numbers when people posted them.  It might be an idea to remove them.

[simmo999]

My engineer appointment for 8/5/25 and 9/5/25 has been cancelled you couldn’t make this up.

[simmo999]

My engineer visit for 8th and 9th off 5/25 has been cancelled what a shambles you couldn’t make this up. 

[Lesley_W]

Hi @simmo999 

I'm sorry to hear your appointments have been cancelled and you haven't had the experience we would expect. I've sent you a private message to see if I can help.

Lesley