I placed an order for BT infinity as I had no other provider in my area with high speed broadband but it was a very bad decision which I realise now. I placed an order on 3rd of January and still donot have a broadband connectivity. First they delayed the installation date from 22nd to 31st Jan saying that external work is pending. I moved in the property on 20th and grossly I could see a box fitted outside my property and wire running from the pole so gave the cust care a call and there my ordeal starts. The advisors do not have any idea what is happening and give you misleading information I must say. When I insisted that I can see the wiring been done already and I want an update, one of them took the pain to check the open reach database and confirmed that external work has been signed off on 22nd and the connection will be installed on 31st. When I asked why they need nearly weeks time to install when the external work has been done I was told the engineers need time to test the line and stuff and need atleast a week time. I called again a few days later to check what time the engineer will visit on 31st because their online track order does not update and says your line is active from 22nd and is useless for information sake. I was told the engineer is scheduled on a 0800-1300 morning slot. I waited whole morning and started calling them again around 1200 hrs as there was no sign of that mysterious engineer but they would not attend to you untill its 1300 hrs. At 1300 hrs they give me story that the engineer is round the corner and will be with you any minutes. 45 minutes later when there is no sign of anyone I called them if they engineer is a invisible man, they tell me it might be slotted for evening hours 1300-1700. I wanted to talk to a supervisor/senior at this moment because we were beating against the bush. OMG the senior, not only didnot have the attitude to attend to a customer but I could see why a team come up with stories and tell you non factual reasons. He bluntly refused to help and said I do not have rights to know when the engineer visit is scheduled. He said its open reach problem so he can not help, I think that person needs further training as a junior executive and should not lead a team who does not know BT has outourced is job to open reach and BT is liable to answer even when open reach is at fault.
The bottomline is BT has no control over openreach work and I do not think there is no service level agreement with openreach on delays and unsatisfactory work. My ordeal does not finish there and is ongoing. As I was speaking with that supervisor/manager I could see a openreach guy lurking around my home so I hung up on him as talking to a **bleep** was of no help. The engineers fitted the hubs inside and spliced the wire outside but theire was no internet connection established. So few more calls they made, tested some light and came with an answer to me. Well they have done their job, it is a external fault somewhere and another team will look at it now. So the ball starts rolling again, I called BT to ask when is the next ordeal , they do not know and had been asked to call after 2 days and in the meantime use BT wifi FON if you get lucky with the signal. I can not understand what the testing was all about from 22nd to 31st when they do not know where the fault is or they should have a functional line by 31st, full stop.
I can see clearly that the openreach engineers are not trained properly either on installations and had read on other messages here that they do not know technical stuff properly. So nearly 1 month from my order date I do not have a functional coneection and BT does not know when it will be established as too many cooks are cooking the brew. BT does not contact you to update you, it is you who will call cust care and wait for 40-50 min before you talk to someone who will give you useless information.
I would advise anyone reading this to avoid FTTP from BT if you have alternative provider because they take customer for granted. I will keep fighting them because I have to fight on the bill because their billing will start on 22nd even if they have not started the service.
Very few providers offer FTTP, and they all use Openreach. Delays are due to Openreach, and not BT Retail.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
I do not want to know whose fault it is, I have signed a contract with BT and BT is answerable and BT should deal with Openreach at their service level agreements about delays.
As a customer I want a functional connection from BT and credible solutions
Wait for a reply from a moderator, I am sure they will be able to help.
Welcome to the community forum. I can understand your frustration and I'm sorry your order has been delayed. As your order is for FTTP your best bet would be to contact the dedicated FTTP team on 0800 587 4787.
Unfortunately I'm not able to help with FTTP orders as all we can do is refer your case over to the dedicated FTTP team.
if you read the posts you will see that all the FTTP enquires are referred to the dedicated FTTP team
@imjolly Please refrain from just posting blindly, if I say something I got substance to prove it. Below are only few links in the forum of many where mods were happy to take details to help. Enlighten yourself with some knowledge and btw they were about fibre broadband/infinity, in case you try to tell me FTTP is different from infinity.
@PaddyB Let me enlighten the BT employees too. I am stuck with BT with a sore heart because there is no other provider with a faster broadband than 17mb standard ADSL in my area but there is another big provider laying cable in the town and within 6-8 months will be in business and sooner in other area in same town. I can see many customer like me who are in limbo state having had to deal with BT and you will lose these business sooner or later because no one likes to be dealt like a **bleep**. And if you do not know let me enlighten you when companies lose business there are job cuts and heads role so when that happens go tell everyone we lost jobs because of Openreach not BT's fault
if you actually read the links you posted they are about FTTC not FTTP hence why mods were able to help if you search for FTTP on the community boards you will find the FTTP cases have been referred to the FTTP team
As we are all customers we can understand your frustration and if mods could help they would you just have to read the many threads where mods have provided assistance