BT not Talking to EE and Openreach = Catastrophe
Up until recently, I had been very pleased with BT and the services provided. The speed hardly ever fluctuated and when it did, it was due to my wifi dongle. However, my view of the service provided has now changed. On 28th February I arranged an upgrade and, happy with the savings and improvements offered, I expected things to go smoothly. I was told that an engineer would attend on 6th March. After moving things around and disengaging other connected systems, i.e., my CCTV and video etc system, I waited in vain for him to attend. After a no-show, I called BT to find out where he was. On investigating this, BT explained that EE had canceled the order (for no reason still as yet advised). Between the cancellation and the engineer's expected visit, neither BT nor EE had come back to me to explain what had happened and what the resolution was to be. I called again and spoke to a young lady who promised to look into it, but she failed in her duties to carry it through. I called again a couple of times and got the same response. On the 13th of March in total frustration, I called and explained to a BT representative in detail what had so far taken place. He told me that I should talk to the engineering department to book an engineer. I asked them why I should be booking an engineer when it was part of the installation process for them to provide the upgraded service and an engineer to upgrade and install the system. The BT representative did not want to know and insisted that I needed to call out an engineer. After being transferred, I spoke to someone and arranged for an engineer to attend. Mohamad, a very polite and helpful engineer turned up today and found nothing to install too and no equipment to install with. I had to explain why to him. He was gobsmacked. However, he did not want to leave me in this situation, so he got in touch with his office and together we tried to resolve the problem. Hopefully, with the help of Jaz at BT today we have managed to start the ball rolling again and hopefully, I will get my service.
During this process, apart from Jaz today, I have never had callbacks from BT or EE to let me know what was happening. I have had to file a strong complaint that is now in progress and escalate the complaint further. I have been without my BT TV and home phone since 28th February.
Date of experience: 14 March 2024
