False Advertising and consistent lies

[Niallmcloughlin1]

Hi all

I was on a previous copper line for my address when I saw I could upgrade to full fibre for the same price. Seems like a no brainer right? Wrong.

After the copper line was disconnected and an engineer (sub contractor) only installed part of what was needed I've had 37 days of no internet, 5 engineers in my flat all saying the infrastructure isn't installed for fibre, engineers missing appointments and BT constantly pushing that yes it is available finally yesterday after 30 days since the fault was reported (was actually 37) they cancelled that account.

Throughout I said please just return it to the copper line I need Internet but of course that never happened.

I stupidly agreed to a new copper contract under the pretense that the line was be activated at the very latest 2nd September but they would do all they can to get it earlier (all calls are recorded right?).

I have now received a text to say it won't be till the 13th September nearly a month waiting and will be 2 months total without internet.

They falsely advertised fibre, consistently lied and ignored my pleas to just have my working internet back. I have already contacted ofcom and know what I'm entitled to.

BT seem so set on pushing you away that I wish I had gone through someone else yesterday, I only did just because I want to see my still open complaint through to the very end because this has been an absolute joke of an experience for what was simply an "upgrade"

Anyone else experienced something similar?

[NigelB72]

This doesn't surprise me. BT retention told me that there wasn't any Openreach appointments available for 3-6 months so nobody would be able to arrange an install. My new ISP arranged an Openreach installation within 7 days. I've just completed a feedback for EE/BT as to why I've left them and I pointed out that they're far too expensive and they need to change how their staff are targeted because they're clearly mis-selling and openly lying to people or their training is now that poor, the staff have no idea about the products they have available. Tbh the latter really wouldn't surprise me because the company is all over the place at the moment.

[Steve_C]

I have recently had a similar experience with the old analogue line being disconnected, the new fibre connection being installed and then having to wait for a fault on the full fibre network to be fixed. However, when I contacted customer services they offered me a 4G EE mini-hub and unlimited data which, after it arrived a day or two later, gave me back the internet until the fibre fault was fixed. I suggest you ask for this.