Compensation for non-delivery

[pjamesesq]

BT accepted my order for a full fibre / TV package in Sept 24, for delivery on 1st November, our moving in date. It didn’t happen. After 3 weeks I was given a temporary part fibre/part copper solution 

And now, in the middle of February, I am still waiting for full fibre. Openreach have completed their work today but I’m still waiting for BT to complete the connection. 

I have spent over 50 hours on the phone, and countless hours waiting for calls and engineers. 

My wife and I are both over 70 and were so looking forward to moving into our new residence. But the anxiety and grief caused by BT and OpenReach ineptitude has impacted our life significantly 

I have raised seven different complaints but have been told that we cannot discuss compensation until the situation is finally resolved

If we cannot mutually agree on compensation, how do I escalate? 

[Leanne_T]

Hi there @pjamesesq 

I am very sorry you have experienced delays getting connected and I understand how much this must have impacted you both trying to get the broadband connected and moving into your new home.

Could I just check, have you had any date provided for the connection to be completed? Are you still in contact with the complaints team?

I hope to hear back from you soon. 

Leanne.

[pjamesesq]

Hello Leanne

I have spent a 3 hours today speaking to various people, the last of which was the Executive complaints team in Newcastle. 

An initial compensatory offer was made by the team in Doncaster and I was informed that, in addition, I would be entitled to claim under the Automatic Compensation Scheme for Openreach delays. This  is £6.10 per day. I had never been told about this previously. 

I rejected the initial offer and an increased offer was made. However, I was subsequently informed that no claim could be made under the Automatic Compensation Scheme, as  Openreach had never committed to a completion date.  
As I have explained on many occasions, my order was placed with BT and a delivery date of 1/11/2024 was provided. I am not party to internal communications between BT and Openreach, so how was I supposed to know that Openreach 
had never committed to a date ? The delay on my BT order is three and a half months.

I was initially told by the Executive Complaints team that my complaint would be closed, with a “deadlock” status and my next recourse would be to make a formal complaint to the Ombudsman. However, after further discussion, I have been told that a deeper review will take place and I will receive a phone call next Monday morning.

So that’s where I’m at !

[Alex_H]

@pjamesesq Thank you for coming back to provide an update for us. Our executive team are definitely the right team to investigate this further and can hopefully provide you an update on Monday when they call.

Alex