Hi All,
I don't know where to look for a help and will appreciate your response.
I recently moved to a new house.
I had a Sky broadband and TV and asked them to move my package to the new house. Sky agreed, however, once I moved to the new house I realised that I do not have broadband. I contacted Sky and they said my broadband has been cancelled because Openreach cancelled it (well done Sky for not telling me that in advance!). They did not provide any specific reason, saying they don't know why Openreach did not approve the order, so just shrugged their shoulders. They advised I need to place a brand new order.
After that I placed a brand new broadband order with Sky and this one was also refused by Openreach shortly. Again, they just shrugged their shoulders and said they don't know why Openreach cancelled it.
After that I tried my luck with BT.
BT promised me heaven, took all my details, conducted a hard credit search (which is an issue on its own) and said they are going to activate my broadband in a few days time. Great and cool!
However, I have got a message from BT today saying that my order has been cancelled. I called them and they advised Openreach cancelled the order and that they do not know anything else and cannot provide any more details. They only said they can see the phone line part was cancelled so something wrong with that bit, but did not provide any further details or explanation, shrugging their shoulders, just like their Sky friend.
I won't waste your time writing how rude, incompetent and careless the customer service was; the bottom line is that they said they have no idea why Openreach cancelled the order and suggested I will try to place another other.
I told them nicely that this is my 3rd order and Openreach keeps cancelling it, so simply placing another order won't help, there is something else and we need to understand the root cause. They said they cannot provide any more details and started to play coronavirus victim card, which, obviously, led us to nowhere. They again suggested to place another order but mentioned they give zero guarantee it will be successful. What a joke??!!
I tried to contact Openreach but they just won't listen and refer me to BT.
I contacted my letting agent and they advise the previous tenant had BT broadband without any issues and cancelled their BT after moving off from here.
What should I do? Where to complain? Howe to action on this? This is simply ridiculous, how come BT has no idea what the issue is? Openreach surely must provide a clear reason of cancellation, they just can't cancel something out of the blue without a reason!
I urgently need broadband connection as working from home and my income relies on this heavily. Obviously, ISPs couldn't care less, they just do nothing and the customer service is just shocking - all they good at is selling things, but not taking any ownership.
I would highly appreciate if someone could shed some light on this. Thanks.
