8 weeks and no nearer getting fibre in my new house

[Ian_S1090]

Cannot begin to find words to describe my utter frustration with my whole situation.

17/08/22 place new order for fibre

18/02/22 openreach engineer on site the day we moved in to look at what was needed for the fibre. He explained what was needed and what he wanted to do to achieve that, but based on the time (1740) it wasn't going to happen that day.

26/08/22 was the date I selected when I placed the order for it to go live and a PM appt. was selected. I took the day off work and lo behold nobody came.

31/08/22 I made my first call to ascertain what was going on and was told external work was needed to be done and the openreach files said it would be done by 06/09

07/09/22 Phoned again only to be told openreach were too busy/had manpower issues/striking so everyone was terribly sorry but the external work would now be completed within 5 working days. The lady I spoke to assured me she would call me back after that 5 days was up. She never did

14/09/22 Phoned again and spoke to a chap in Northern Ireland who said once again openreach were very busy. He too assured me of a call back and gave me his name and joyfully proclaimed he was a man of his word and would call me back. That too never happened.

Since then weekly I have received a call from BT with their latest lump of disappointment, saying exactly the same thing-openreach are too busy/have manpower issues/striking.

After the 31/08 call I was sent a mini hub to tide me over ( my wife works from home so this was the minimum BT could do as a company) and after another call I cant recall which having made so many, £30 credit was added to my account. Since I have no service at all BT basically owe me money!! Each time I have called I have been asked if I want to raise a complaint, each time I have said yes and each time within a few days I have received an automated email saying the complaint has been dealt with and closed. I fail to see how that can be the case until I have Fibre that I ordered.

I was supposed to receive another call on 05/10/22 but it seems that is too much effort now as well as on 06/10/22 I received a generic email saying next update is 25/10/22. 

This is the most appalling level of customer service it has ever been my misfortune to come across. No responsibility, plenty of buck passing and just kicking me down the road for another two weeks. I would like somebody to within BT to explain to me how this is acceptable. On the 25th  of October it will be a day short of 10 weeks since I placed the order. As soon as I am able (next week) I believe, I will be going to the Ombudsmen to try and get some traction that way.

I look forward to any replies to this post from anyone at BT who can do anything other than offer vague platitudes and apologies for open reach being so dominantly awful.

[ctrlz]

Sounds like a pain, but the time it’s taking suggests BT are waiting for Openreach to complete work to provide you with the infrastructure needed for fibre.

You shouldn’t be getting billed by BT until your service is active, but you wouldn’t normally get any money back unless you’re entitled to automatic compensation. That is dependant on whether Openreach committed to an installation date before the delays.

[iniltous]

You didn’t say what the Openreach technician said on the 18th August, if ( for example ) there was a blocked duct somewhere between where the CBT is sited and your home , it’s possible that clearing the blockage isn’t straightforward and cannot be done on a standard council notice, but there are many possibilities, perhaps you can provide that info.
Although BT are your provider , point of contact , and should keep you appraised of what is or isn’t taking place , it’s Openreach doing the work , so if you had ordered service from someone else also using OR , it’s likely you would be in exactly the same situation.

[Ian_S1090]

He said he wanted to use the old copper as a draw to get the fibre from the DP to the house (approximately 30 mtrs) but when he tried he said it wouldnt budge.

[imjolly]

From what you posted there is obviously a completely blocked duct and needs openreach team to explore and clear the duct which may have a blockage or may have collapsed completely.