We moved house almost three weeks ago. Our first house after 23 years in Military married quarters. Newly renovated little listed terrace, beautiful ! Just some back ground!
It took over three weeks for a Bt engineer to be available (well open reach or whoever they sub contract to ... convenient everyone else is always to blame ) He came on Monday , left a lot of mess inside I didnt think to check outside
Well, as you would expect ... the Broadband through a wire suspended across a street is **bleep**. You can only get WIFI if within spitting distance of the hub. Watching catch up is impossible it buffers constantly and then freezes. It is not what they advertise and they are not providing me with the service I pay for. I want out . Why should I pay for rubbish for a year ?
To add insult to injury, My neighbour has just come to complain to me. The engineer has tacked the line across the front of her house and around her front door without permission causing damage and frankly made her house look like an eye sore. He has caused considerable damage and mess to the front of my house too. Black line tacked around her door and across her white walls. It looks like someone has fired a volley of shots across the front and then tacked wire on.
Our houses are grade 2 listed and have just been renovated by a specialist builder.
How do I get them to remove the wire and fix the damage ? (have sent an email to Open Reach ... apparently they wont talk to customers )
How can I cancel my contract ?
Repairing my neighbours house has to have priority.
Any suggestions please, I feel so helpless
Great service John, you are obviously a credit to BT.
Wow, no wonder people are complaining about service when people like you are a point of contact
Well I sympathise with your situation. Although it was BT Openreach that did the damage, they are contractors to BT Retail who supply your telephone (and broadband?) service. In my own personal experience BT Retail are not open to the notion that they should give any sort of compensation for any form of poor customer service so you will probably have a bit of a battle on your hands. I honestly don't know what the best approach to take is. I would suggest that you pay for repairs and send the bill to BT but you are not supposed to interfere with telephone wiring so even that does not seem to be an option. Can you get some sort of independent third party to confirm that what has been done is wrong? If you have to pay someone to do this, get a receipt so you can present BT with evidence of the costs you incur.
As your building is listed you could try your local planning authority and see if they have any rules also as you asked how you could get out of your contract i simply gave you some information to be aware of if you were to cancel
This is a customer to customer self help forum posts made here do not go directly to BT
Another thought, can you get your local press on your side? If BT Openreach have created the eyesore you describe then it should make a good picture story for your local newspaper. That would then give you something you could mail to BT Retail Complaints Dept. in the hope that you might just stir them into action.
Regardless of what BT likes to say about Openreach your contract is with BT and they are responsible.
It will be an uphill battle but keep on at them until they agree to repair all of the damage and either cancel the contract at NO CHARGE as they have not provided a product FIT FOR PURPOSE or provide a correctly installed and working product. It matters not what their contract says it does not change their legal liability.
The other way is to send a recorded delivery letter to their head office advising them that if they do not take action within a specified period you will take legal action. It will not get to the CEO, what does, but this action usually causes them to at least do something. If you then have to take legal action you have evidence that you have informed them and your case is much stronger.
No ISP guarentees wireless coverage as there are to many variables for that so that unfortunately eliminates removes the fit for purpose claim however it may be possible to get the line re routed but that is down to Openreach to carry out the work
Open reach may do it but it is BT's responsibility. Fit for purpose is a legitimate claim as the wiring clearly is not as opposed to the WiFi element.
Actually it may be easier. Assuming the neighbour did not give permission for the wiring to be placed on their property then it is a "trespass" in that the premises was entered without permission and damage caused.
The neighbour can contact BT and insist on immediate removal of the wiring and making good so that no sign of the wiring ever having been there remains. This may be a "touch up" or it may be a substantial repair.
If this is done then the person complaining is left without service and should they wish to cancel BT would not be able to charge as they have not provided the service unless they can do it in such a way that it does not enter / cross the neighbours property.
And yes I did use to deal with "Wayleaves" for BT.