Why can't I get a hold of BT regarding my failed full fibre installation over a week ago?

[Ellmps]

I can never get through to the FTTP team, just always puts me through to CS.

BT also don’t phone us when they’ve booked a time slot for a phone call either so I can’t get any updates 

[lukenukem]

I spoke to the cancellations team today who “spoke” with the Full Fibre team. They stated that everything looked ok their side. They also spoke to another team, something like First Care?! They said there were some irregularities in the setup, but all still seemed ok.

OpenReach engineer tomorrow .. probably going to shrug and pass the book back to BT!

[Ellmps]

Let me know how it goes! If it gets fixed, let me know how it was fixed so I can give it to the next engineer I imagine I’ll be having

[Ellmps]

Is it possible to get someone else in charge of this case? Preferably someone that's not afraid to communicate? Thanks

[lukenukem]

Ok, update. 

I’m up and running. The OpenReach engineer had to contact 2nd Line Support and speak to the “Tiger” team (how many different teams does there need to be). They had to completely rebuild my connection. The reason was because the original OpenReach Engineer had to connect me up to a different pylon due to the other one being in an unsuitable location. When he changed the connection point for my property it needed to be rebuilt .. so he should have made this call to 2nd line support or the Tiger team at the start. 

that’s worked for me

[Ellmps]

I'm glad that it's all sorted! I'll ask the next engineer to phone that team, which I guess will be Monday now if they don't work weekends! 

Enjoy your internet

[lukenukem]

Just make sure that you ask for a Senior OpenReach Engineer. They should know all about the 2nd Line and Tiger team. Seems as though the OR engineer who installed everything wasn’t aware

[Ellmps]

Our engineer yesterday did speak to the 2nd line team, they're the ones that came to a conclusion it was a BT problem. However, nobody at BT seems to want to communicate anything with us

[Ellmps]

Another phone appointment from BT that they have missed. @RobbieMac this has happened since you’ve taken over the case. What gives? Was told by yourself that you were in work this afternoon as well.

[RobbieMac]

Hi @Ellmps

Thanks for posting back.

I've sent you a message privately about this.

Thanks,

Robbie