BT offline support team (FTTP install no show, multiple accounts) ?

[rm7]

Hello

I'm trying to find out if there is a BT support team where an individual can 'own' an issue to resolution, and how I can get hold of them? 

Through a series of strange issues on BT's end I'm now in a situation where I have two accounts, according to a BT rep the new account was the only way to progress, as orders were continually failing on the old/existing account. 

So  I now have:

New account: Scheduled for FTTP installation today 2023-01-05, but nothing from Openreach today. 

Old account: FTTC connection, according to an email I received from btcomms should have been cut off on 2022-12-29. Whilst that was never agreed with anyone, the service has not actually been cut off. BT are asking for the hub back, or will apparently charge me £50

Speaking to a BT rep just now, apparently the Openreach no-show is for reasons unknown, and until Openreach take some action to say they haven't done the job it can't be rebooked. So I'm now being asked to wait an unknown amount of time for someone to reach out to rebook the appointment, and have also been told I will be charged the £50 for the hub but should be able to get a refund. 

I'm now 25+ calls to BT with all the failing orders, and whilst everyone I speak to is doing their best to help, having to explain all the above every time is a bit ridiculous now. The latest takeaway of basically sit and wait is not satisfactory (although again, I think the rep was doing his best to help and it's just out of their hands)

Is there any way to have an indvidual work this problem on my behalf until resolved? 

Any advice much appreciated

Thanks

[licquorice]

I'll flag your problem to the mods, they will take ownership.

[DavidM]

Hi @rm7 and welcome to our community.

Thanks for posting about your order. It sounds a little complicated but just to simplify - 

You currently have an active service (FTTC)  and are waiting for the new service (FTTP) to be installed.

Do you have an ONT fitted? 

Cheers

David

[rm7]

Hi David

Thanks for the quick response.

Your summary's accurate. I don't have an ONT fitted. 

Thanks

[DavidM]

Thanks @rm7 .

Ok, so my advice would be to wait until the FTTP installation is complete. That way you won't be left without service, which would be the most important thing. Once the FTTP install is sorted it's just a matter of cancelling off the old FTTC account and sorting out any refunds etc. It sounds like it's in Openreach hands at the moment to reappoint the engineer and you should receive an update on that when they're ready to go. Leave it for a few days and if you don't hear anything by mid week get back to me.

Cheers

David

[rm7]

Thanks David, will do

[rm7]

Hi @DavidM 

Just a note to say I've not heard anything from BT or Openreach as of yet.

Thanks 

[DavidM]

Thanks for getting back @rm7 .

There won't be anything we can do to get the brought forward but I can check what's going on with the order. Check your inbox for my message and drop me over a reply with the details.

Cheers

David