Digital Voice shambles

[Carolyn123]

On 25/7 I enquired about a temporary subscription to a BT service whereby I could get Olympic coverage. As my mobile was already EE, I was persuaded to swap to package that included Discovery+, set top boxes, moving to fibre landline etc. The set top boxes haven’t arrived and the 1st engineer didn't show up on 2/8 (no explanation). 2nd engineer came on 7/8 but fibre connection wouldn't work. Now left with no working landline + told a "specialist" team needs to look into it because the order is still open/overdue and this can take at least 3 working days if not more. This system is entirely under BT/EE's control and their responsibility. I doubt a emergency service or government dept. would have to put up with such poor service...why should I?

[chrisjp]

You have my sympathy but, unfortunately, the system is not "entirely under BT/EE's control". They rely completely on Openreach to do all the cabling and connection and, although Openreach is a company within the BT organisation, the OFCOM regulator legally obliges Openreach to treat BT/EE requests for work with no more favour than they treat all other telecomms providers.
Openreach also doesn't seem to be an efficient operation and they rely heavily on sub-contractors who appear sometimes not to be very competant.
That all said, it does remain BT/EE's responsibility to get customers the service they have ordered and are paying for, but they don't seem to be all that good at chasing up Openreach.

[Carolyn123]

Yes, it does all seem to be very convoluted but it's my understanding that Openreach have done their bit and switched me over. Apparently, the problem is now within the BT/EE ordering system which requires their "specialist team" and at least 3 working days to solve...I won't hold my breath!