I have the same problem as this person here: https://community.bt.com/t5/Archive-Staging/Ensure-new-line-order-is-routing-to-correct-exchange/td-...
Maybe @JohnC2 could help me.
I feel like I constantly hit a brick wall, BT agents are not equipped with the case details, knowledge or motivation to help me in any way. I have had to explain to multiple agents what a PCP is.
The line is new as the house was recently converted into 6 separate flats.
There have been 3 orders so far:
- 07/11/2022, first order for copper with activation date of 21/11/2022, order fails and framework engineer reroutes the connection from Cabinet 3, Cambridge to Cabinet 10, Science Park. Openreach should obviously update the routing database at this point based on the notes from their own engineers.
- 06/02/2023, new order for Fibre 100 and I am assured that the order is placed to the correct exchange, engineer turns up and of course it is routed to the wrong exchange (Cambridge) and there is nothing he can do. Order is cancelled and BT say to wait a week while Openreach update the routing.
- 01/03/2023, I miss a call from Lisa at 8am and she places an order for copper without my input. I ring up to check whether the order is placed at the right exchange and BT are incapable of speaking with Openreach and check whether the routing has been updated successfully.
What I want to know now is whether this latest order has been properly assigned to the Science Park exchange. I strongly suspect that it has been raised incorrectly they think they are going to activate something on March 8th without any engineer attending the property. If I check on https://www.broadbandchecker.btwholesale.com/ my address still pops up with an error saying '
I'm sick of waiting for Openreach systems to 'come through eventually with the answer' and then finding out that it has been done wrong. BT agents do not have a clear idea of what has happened in the past as their colleagues leave vague notes. They prefer to either say 'computer says no' or transfer you off to someone else rather than spending extra effort to figure out and fix the problem.
Also, every time BT make a new order they ship a new router and now I have to return the router from the first order to receive the same router again - why is it impossible to cancel the return and the router shipment for this order??
I was also charged a line activation fee from the second Fibre order which has not been refunded yet.
