I have fibre not it's not registered at my address?

[nomad112]

I currently have BT fibre for 4 years now, my contract is due soon and i thought i would switch providers for a better deal.

When i try place an order it tells me that an engineer visit is required and the nearest time i can book an engineer is nearly a month away. No idea why i need an engineer when i currently have all the equipment installed.

HOWEVER when i try my neighbours address who also has fibre it comes up with 'Good news. You've already got a Full Fibre connection so you don't need an engineer.'

When i check both of our addresses using the BT wholesale checker for my address i get

'FTTP is available and a new ONT may be ordered.'

but for his address i get

'ONT exists with active service. A spare port may be available or a single port ONT may be swappable to a multiport ONT. A new ONT may be ordered.'

This is strange as i've had full fibre installed for 4 years. Seems like the equipment isn't linked to my address on the database. I phoned BT several times got put through to india where nobody had any clue what i was talking about.  

[Paul608085]

@nomad112 

"I phoned BT several times got put through to india"

Really?

I haven't been a BT customer for about 3.5 years now, but when I was, I thought that they were going through a process of moving all of there call centres back to the UK and Ireland? Did I imagine that, or has that policy since been reversed?

.

[gg30340]

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@Paul608085 wrote:

@nomad112 

"I phoned BT several times got put through to india"

Really?

I haven't been a BT customer for about 3.5 years now, but when I was, I thought that they were going through a process of moving all of there call centres back to the UK and Ireland? Did I imagine that, or has that policy since been reversed?

---

See link and section at foot of page.

https://www.bt.com/help/customer-service-performance#:~:text=100%25%20of%20calls%20answered%20in%20U...

[Paul608085]

@gg30340 

Thanks for that.

So they claim "100% of calls answered in UK call centres"?

Either @nomad112 is mistaken, or BT are lying?

.

[zulu17]

I believe the move back to Uk was achieved 5 years ago

https://newsroom.bt.com/bt-completes-100-onshoring-of-customer-service-calls-to-the-uk-and-ireland-t...

So maybe if not identified  (recognised) as a ordinary consumer customer line you might be routed to a  customer service centre in another part of the business.

[iniltous]

The OP states they called BT several times and were put through to India , so it’s entirely possible the calls the OP made were answered in the UK ( the commitment was all inbound calls to BT would be answered in the UK ) ,  the BT  representative in this country , correctly or incorrectly could have transferred the caller to the department they thought appropriate , and that may well be an offshore department that the customer couldn’t have reached directly, only by a call transfer.

BT never said all representatives are UK based , just inbound calls are answered here , there never was a commitment that internal BT to BT calls would also be entirely UK answered

It’s my experience that  representatives  rarely ever state they will make enquiries and then call the customer back , that may be something that is frowned upon ….whereas being told they are transferring the caller to someone supposedly better placed to answer the query, isn’t .

[gg30340]

Have you ever thought that the person was an employee with possibly an Indian accent, assuming the OP knows how to tell the difference between Asian accents, and who may not have been born in the UK but has since emigrated to the UK and is being gainfully employed working in a UK BT Call Centre!

[chrisjp]

"BT never said all representatives are UK based , just inbound calls are answered here , there never was a commitment that internal BT to BT calls would also be entirely UK answered"

More weasel words from BT then. Most customers who are told "all calls to BT will be answered in the UK" would reasonably assume that the query would be dealt with in the UK as well.
It's the same with their pledge that "no existing customer will pay more for their renewal than a new customer". That's only true if the new customer unwisely signs up for a Halo deal which has a monthly price about double what BT are offering new customers. Existing customers with Halo deals find it all but impossible to "downgrade" to the deal new customers are offered.

[WSH]

@nomad112

To answer what I assume your question was…

“I currently have BT fibre for 4 years now…”  When you say you have fibre are you sure it is full fibre as a lot of people confuse FTTC with FTTP.  To explain:  FTTP, (Fibre to the Premises), is “Full Fibre” and your router connects to a box on the wall with lights on it, called an ONT (Optical Network Terminal).  If, on the other hand, you have a router connected to the old master phone socket you have FTTC (Fibre to the Cabinet).  While this was marketed as “fibre” it is what is now called “Part Fibre” and not the same thing as Full Fibre.  The upgrade to Full Fibre would required an engineer visit.