Upgrade to Full Fibre nightmare

[ArtyVark]

@pxr5

Thought it was too good to be true latest order eng visit has been cancelled (again) so waiting to hear what's happening.

[pxr5]

@ArtyVark 

That's appalling. I hope you straight back on to the complaints team.

[ArtyVark]

Order has been submitted again but again it's showing as Requested appointment failed. Looks like they tried to do a different route but Openreach keep failing the appointment. This must be some kind of record for poor service. I have lost count number of orders I have had that failed or cancelled. 

[Sedgy]

You appear to be going through the same nightmare I did with my elderly neighbour as described in my previous post.

They raised so many orders on the EE system it kept failing openreach, happily for me one of the orders had reached open reach without EE knowing so they came along and completed the installation which worked perfectly. The openreach order system is still independent from the billing.

All the orders also generated new contracts each time, all with different charges. I fear my elderly friend would have had a heart attack if I had not taken over completely. The terrible experience made me revisit my own service when my contract was up. After almost all my life being loyal to BT I have moved all my services to ZEN and this very day my Internet with them is now up and running. Let's hope their billing system works

Good luck!

[ArtyVark]

It has been cancelled again by Openreach. The whole BT system is poor. Waiting now to see what my BT Complaints Exec says. My contract doesn't end till Dec 25 so can't switch yet.

[Sedgy]

I'd say you have enough ammunition to get them to release you for poor service!!

[ArtyVark]

Looks like they tried to push the order through 5 more times each time it got cancelled. Last one is showing as open with Engineer visit booked but I've had this before only for it to be cancelled before the date so we shall see. 

[ArtyVark]

And it's cancelled again. Plus they tried to do 4 more orders today all cancelled. Even the customer complaints executive has not contacted me today so she has probably given up. I'm on hols at the moment whilst this is going on so if I can manage to speak to someone I'm going to try and get something sorted eg leaving without penalty. Problem is each time Complaints contact me via txt or email of phone they don't give me any option to contact them back when I ring 150 or the other numbers they all go through to same menu and you get an agent that can't put you in touch with them.

[Sedgy]

I had exactly the same, never speak to the same person and first point of contact cannot put you through. Promises of call back constantly not kept, teams messages typed up then no response, call backs put in diary again no contact. The company has gone to the dogs since they joined with ee. 

For me this is history repeating itself and there must be so many others going through this, I hear they are getting a slating on twitter (X) too but can't vouch for that, not a member of it.

[orozz]

I had this too when I tried to upgrade to FTTP whilst discontinuing the landline service. The order confirms but in the order progression the engineer section said "Requested appointment failed".

The only sucessfull way was for BT to build the order manually. Got there in the end.