BT and Openreach disconnect

[Fancaseman]

Trying to upgrade to fibre, open reach unable to complete the job and walked away half done.  They should not have started the job unless they were sure completing. I heard the technician speaking to a supervisor saying there was a problem with the street, so someone knew there was an issue. 

BT has put back my update on the situation another 2 days, it will be a full week by then with no internet. 
I want to escalate this matter to the top but I keep getting fobbed off can anyone suggest anything!?

[gg30340]

Call BT 0330.1234.150 and lodge a complaint. Until a complaint has been lodged you have nothing to escalated.

[Fancaseman]

Cheers for quick response.. there is a complaint logged apparently but I am still none the wiser when the issue is going to be resolved. 
I have a scheduled call back on Thursday for an update.. it will be a full 7 days then without internet 

[gg30340]

Obviously Openreach and BT are not doing this just to annoy you. There will be a problem as you have surmised and Openreach will be working to resolve that and until then BT and you are just along for the ride.

Have you asked BT for a 4/5g mobile hub until your connection is up and running? 

[Fancaseman]

Yes I have a mini hub but it’s not great 

can’t connect to Sky. 

understand they’re not doing it to annoy anyone, but the customer support is dreadful. 

the system shouldn’t have allowed them to start the job unless it could be completed. 

I have had nothing in writing to say what is being done and when, just a few ‘sorrys’ but talk is cheap, and a big task just to be understood and to understand the person on the phone. 

BT obviously use Openreach so BT is ultimately responsible for this issue, but they are unable to commit to any resolution it’s a useless set up

[gg30340]

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@Fancasemanwrote:

Yes I have a mini hub but it’s not great 

can’t connect to Sky. Unfortunately it works over the mobile phone system so can only be as good as the mobile signal. It is better than nothing which is what other ISP would have supplied.

understand they’re not doing it to annoy anyone, but the customer support is dreadful. No argument there

the system shouldn’t have allowed them to start the job unless it could be completed. Which system are you referring to? I suspect that they did not know there was going to be a problem. 

I have had nothing in writing to say what is being done and when, just a few ‘sorrys’ but talk is cheap, and a big task just to be understood and to understand the person on the phone. 

BT obviously use Openreach so BT is ultimately responsible for this issue, but they are unable to commit to any resolution it’s a useless set up While your contract is with BT and as such it is up to BT to resolve it they do not do any of the install. Openreach are solely responsible for that. It is Ofcom that changed the set up and insist that Openreach do not give BT any preferential service and must act as a separate company. 

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[iniltous]

What have Sky got to do with this ? , if you were changing from Sky to BT , then there is no reason why Sky should cut your old service off if there is a delay with the new FTTP , however anecdotally it seems they don’t wait for the OTS confirmation of the new service in and working messages but simply  switch off the their service on the day , irrespective of the success or failure of the FTTP installation, so your ‘complaint’ that Openreach shouldn’t start if they can’t complete is misguided, the system takes delay into account, but if one of the parties doesn’t follow the process when delays happen, thats down to that company not following the process.

[Fancaseman]

Hard to explain on messages…

the bottom line is that BT use Openreach, Openreach were only able to do half the work there was an issue with the street… I heard the engineer on the phone to his supervisor, so HOW were they able to commence work if they knew there was a problem there? They’system’ should be robust enough that they should have confirmed that all was good to commence working.. 

already the deadline has been extended by 2 days, with no commitment to any date for completion  

[gg30340]

Did you hear what the supervisor was saying in reply to the installer? 

Were you told what the problem was?

Have you considered that the problem that was in the street was only discovered after they commenced your install?

It could be anything such as a blocked duct which would only be discovered when the work commenced.