Shambolic service/delay on full fibre install

[mrskipling]

Morning. A brief synopsis.

ordered full fibre 7/3/2023.

engineer visited to install 3020/3/23. Further work needed as gas pipe on perimeter of property. Gas supplier gave go ahead for work 24/3/23. 27/3/23, landline switched off. 
no landline service reactivated. No broadband from 27/3 to 7/4 when mini hub arrived. Due to service being less than normal where I live, mini hub kept dropping and we had to add bolt on's from mobile provider (not BT/EE) to allow adequate internet. Mini hub only worked intermittently and only when you sat on top of it.

advised BT of issues and credits totalling £50 were granted.

Batted back and forth for 4 weeks  until a advisor realised our area is full fibre and old copper could not be switched back on at any cost. Only workaround was a completely new account. New account set up, a new credit check affected our credit scoured even tho we have been BT customers for 40 years!

Full fibre was eventually installed 11 May after more messing around and no one able to join dots.

I have spent so many hours of my life going round in circles, appointments for two engineer visits (apparently to the exchange and not my home as text messages stated). This apparently is the way the system is set up! Misleading to the customer who cancelled a hospital appointment to be at home. 

Billed for services I didn't use, then most recent bill issued for not giving 30 days notice of cancellation of old number/account. This has now been rectified by billing. 
when I requested an exact final bill on old account to be reworked due to no services on landline, I was told only calling plan refundable as landline packaged with roadband and even tho the broadband service provided was less than adequate, we issued the equipment.

you promise to keep me connected!!

finally compensation issued and this was incorrect. Still I feel incorrect.

my question is how do I differentiate between activation and repair in my case?

I feel I have been stitched up left, right and centre and compensation calculated at £5.93 a day when in fact I reported a fault with line (caused by someone switching system off) Compenstion of fault is £9.33 per day. I have had no compensation for two failed appointments and a round sum figure for adjustment on final bill.

also, was advised £50 compensation already awarded deducted from final amount.

this was for mobile connection and nothing to do with fault.

who please can help me as I am totally confused.

no landline or broadband for period 27 March to 7 April

no landline from 7 April to 11 May and only limited broadband.

regards

[PaddyB]

Hi @mrskipling,

Thank you for posting and welcome to the Community. Having read your post I'm sorry if there was a delay in getting your Fibre installed, I can understand your frustration.

With regards to your question about the automatic compensation. The black-and-white answer is, if there is a delayed order on the account, the compensation is for the delayed activation. If there are no open orders on the account and you are without service the compensation would be for delayed repair.

You can find out more here - Automatic Compensation

I'm sorry if you weren't happy with the explanation given to you before. If you send me your details, I can take a look at this in more detail for you. I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[RobbieMac · Accepted solution]

Hi @mrskipling

Thank you for taking the time to chat with me this afternoon.

I am really sorry for all the problems you've had.  I am glad I was able to help you today.  Everything we talked about has been done.  I have sent you a message privately with the full info too.

As this is sorted I will go ahead and close this off from here, as agreed.  If you should need help or have a question about your BT services in future feel free to post back as you're more than welcome.

Thanks,

Robbie

[mrskipling]

Hi RobbieMac.

again thanks very much for your time and call today.

have received the emails re return of kit and credit as agreed.

one thing I might add, on the old ac punt, the only 'live' item is under mobile referring to the 4G mini hub. It shows a contract  end date of 3/4/24 when in fact the mini hub was issued for a period of 60 days and subsequently switched off thereafter.

I did however get an email dated 19 May at 9.06 am thanking me for returning the mini hub.

can this now be closed down too. Thanks

regards

Joan Farquhar

[DanielS]

Hi @mrskipling,

@RobbieMac is finished for today. 

We have been able to get everything else removed for you. I've an order open to remove the 4G Mini Hub which is due to complete on Monday. Once that closes, your old account will be completed closed.

Thanks
DanielS