Urgent Assistance Needed: 4 Month Delay in Broadband installation

[DANEYRE]

Dear BT Community,

I am seeking urgent assistance regarding a significant delay in the installation of broadband services at my residence:

Order Reference: ******** in HUD / CP Escalation Reference: ******* Address:********

The order was placed in OCTOBER 2024, and despite multiple assurances of imminent updates, there has been no tangible progress. The delay is causing significant disruption, especially as reliable internet access is required for my young family.

I understand that the installation of a Connectorised Block Terminal (CBT) is pending. Could someone please confirm if this has been scheduled? If so, provide the expected installation date and inform me whether temporary road closures will be necessary.

Given the urgency of this matter, I kindly request that Openreach liaise directly with BT's Consumer Resolutions team at BT/EE (Ross ****** - Executive Complaints) to expedite the process.

I appreciate any assistance the community can provide to resolve this issue promptly.

Best regards,

[Mod Edit: Removed reference numbers, address and Employee surname]

[Christopher_G]

Hi @DANEYRE 

Welcome to the community.

I'm sorry to hear that you're having some problems with the installation of your broadband. It seems from your post that you have a complaint open with our Executive Complaints team. They are in the best position to be able to help you with this. I recommend continuing to discuss it with them, so that it can all be documented against your BT account.

I hope it's all sorted for you soon. Please keep us updated with what happens.

Chris

[imjolly]

As you are already dealing with ELC team there is nothing that this customer help customer forum can do to help you move the matter forward. There is obviously a delay at openreach end getting you connected but you need to keep contacting ELC

[DANEYRE]

OK thanks. I’ve been in contact with the Executive Complaints team since October 2024, but each week I receive the same response: “We will update you next week” I am at a loss what to do. BT blame it on OpenReach but I as a consumer I can’t contact OpenReach?