How do I re-open a complaint that hasn't been sorted out?

[SuffolkDave01]

Hi,

Huge frustration, I moved into a property with the appearance of a completed fibre connection (box on outside of wall and one on the inside wall). I ordered the fibre product and was told BT would take over the line and I'd have connection in 4 days.

I was then told an engineer was required as a line test had failed. 

Roll forward 6 weeks, 3 engineers, a trench in my garden, a new fibre that isn't connected and customer service who have closed my complaint.

How do I escalate to someone who will actually complete my order?

Thanks in advance.

[naylor2006]

If you had an open complaint with BT usually just replying to the last mail or text correspondence opens its up again even after the closure.

Having been through nearly a 3 month process with BT and complaints this worked for me and the complaints handler themselves said it does also.

Have you been dealing with Consumer Resolutions?

[Keith_Beddoe]

Are you sure that the existing fibre connection did not belong to an alternative fibre provider, instead of Openreach?

[SuffolkDave01]

I was dealing with a very helpful Customer Services rep. Unfortunately she went off sick and was replaced by a really unprofessional and unpleasant individual. 

Unfortunately the text messages were from short code numbers so a reply is not possible. I'll try the email method thank you.

[SuffolkDave01]

The boxes are both marked as OpenReach (I should have said that), so I'm guessing that is the case.