Cancelled Order

[GrahamMac]

Has anyone else had their order cancelled without being informed. I have been waiting for over 4 months now for a connection, firstly from Now Broadband who cancelled due to Open Reach not being able to install but at least they contacted me to let me know...

I was due to receive the engineer today after a failed visit on the 6th April as the engineer that came did not have cable with him so it was rearranged for today but having tracked my order after not receiving the usual notification text yesterday, I find that the order was cancelled by BT and haven't had the decency to contact me.  

Very poor customer services and cant even contact BT direct to discuss without spending half a day on hold to speak with them.

[Keith_Beddoe]

@GrahamMac 

I assume you have a current order for broadband from BT Retail? What have you ordered?

There must be an issue with your address which is causing Openreach problems, is it a new build or an isolated property?

Use the address checker on the page below, and post the results, but edit out your address details first.

https://www.broadbandchecker.btwholesale.com/#/ADSL

[GrahamMac]

Yes new build... I have ducted the 120m to the house with a draw line to make it easy for the engineer...

As stated the engineer was due to return today but has been cancelled without the curtesy of telling me, how does this happen? I have taken the day off for this to be installed, so annoyed with BT...

order number: 

[Keith_Beddoe]

@GrahamMac 

Please edit out your order number, as this is a public forum.

I assume its a single property, did you contact Openreach when the property was first started?

https://www.openreach.com/building-developers-and-projects/fibre-for-developers/registering-your-sit...

[GrahamMac]

yes the surveyor visited the site in December 2021 and the work required

[Keith_Beddoe]

Is this for a full fibre install on a residential property, and not for a business?

[GrahamMac]

Residential property - Fibre 1 

Copper cable run

Fibre is close but not available currently, but will be in the next few months seemingly. According to last engineers visit.

[Keith_Beddoe]

It makes me wonder if Openreach are having issues getting copper cable, as its fibre which is given priority now, on new properties.

[GrahamMac]

Makes no difference to me the customer… they agreed to provide a service and didn’t deliver or inform me that they were cancelling.

Thanks for your interest Keith but perhaps BT will pick this up at some point and let me know what they are doing about it.

[NeilO]

@GrahamMac I'm really sorry to see your order has been cancelled, in rare circumstances, an order has to be cancelled and reordered if there are issues with it but you should have been updated, I'm sorry this hasn't happened.

The Moderation team are really busy at the moment so I would recommend giving the connections team a call on 0800 783 1401 and they'll be able to help.

Thanks

Neil