Moderator Ali mentions the complaints procedure. Having just tried to use it I can attest it is not fit for purpose. You are sent around in ever diminishing circles. I ordered full fibre 4 weeks ago, after delays and hearing nothing other than text saying OpenReach were busy I contacted BT by phone and told OR would be in touch, few days later and 2 conversations with BT was told OR had visited house but couldn't access AFTER I had specifically responded they needed me to ACCESS. Another conversation to make a date and was told OR would call, they never did. Finally got a text confirming 1 Dec appointment so stayed in but no OR visit. Called BT yet again and was told OR had a date of next Thurs but BT would try to find out what going on. Checked Order Tracking today to find order CANCELLED. Spoke to the most UNHELPFUL BT contact ever (all others helpful) who refused to do anything other than re-order. He then said to my surprise OR had visited on 1 Dec but couldn't access. I asked if BT/he could check whether they visited correct property etc, and also I wished to make a complaint. I said my contract was with BT not OR. Told by BT rep none of this possible, refused to escalate saying manager would do the same and that I needed to get in touch with OR to sort it out, he couldn't do a thing nor offered to. At no point did anyone contact me about missed visit or cancellation other than on order tracking. In trying to find out how to formally complain I was back in touch with the BT call centre and the difference in approach was immediate, he took "ownership" and first comment he was there to try and resolve the issue. He was contacted OR and said from the photo they took of the property (a white bungalow with turquoise door) I was able to say it was not mine (a 2 story 200 year old cottage with green door). However, I now formally had to reorder after 4 weeks from original to start again, but he would try to sort the OR issue. Also told OR would send a copy of photo and call, I am not holdong my breath. The OR web site says any issues MUST be sorted with the service provider, the opposite of what I was told by one of BT advisers. As OR are involved with whichever service provider I go forward with I need to resolve OR issue. WHAT DO I NEED TO DO? I am trapped in a circle of hell.
