The short version of our tale of woe... Moved house in early December, took over existing line and BT broadband. Rural location, couple of miles from the local village exchange, no mobile signal... Line was droppy but livable. Then on Dec 21st phone line, and of course broadband went dead. Called in the fault, told it would be fixed by Dec 25th, it wasn't. To be clear the fault is in Openreach's domain - no engineer has been visited my property (one was supposed to visit but didn't despite my partner taking the day off). I won't list out the calls made and commitments received for resolution. On one occasion BT thought the fault was fixed and closed it - No-one had the courtesy to check with me whether it was fixed, of course it wasn't. Latest story, was promised that fault would be fixed last Friday, it wasn't... Called faults again, profuse apologies, received a text saying that fault would be fixed by Wed 28th. Got a call yesterday to advise that fault will be fixed by February 10th. Do I have any faith that BT/Openreach will meet this commitment? Frankly no... all other promises have been missed, false, or lies. The call centre can't do anything, there is no escalation path, no-one with any authority can tell me anything useful.
So, best case scenario will be an over 7 week time to fix - In what field of business is this an acceptable time for a repair? If anyone has any suggestions as to how to progress please advise.
Thanks for posting and welcome to the forum, I'm sorry about the delays in getting your line fault sorted. We can chase this up with Openreach to find out whats happening. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
|Did you get the help you needed?|
Help others by clicking on ‘Mark as accepted solution’
|Show your appreciation!|
Click on the star next to a reply to say thanks
|Help guide to using the community? Click below|
Just read your post.
Your experience is almost identical to mine.
Rural location promises of engineer visits and weeks of waiting and chasing BT with still no sign of a fix.
Are you sorted yet?
My plan B is to email the chief executive.
Can't believe how poor communication has been from BT.
Happy to report that after almost 8 weeks of waiting, Openreach finally fixed thier network and restored service. Thanks to Conor for his help in progressing this.
It has to be noted though that the lack of accountability of Openreach to deliver a fix in a reasonable timeframe is, to my eyes at least, a disgrace. How Ofcom can view the current arrangements as acceptable is beyond me. As far as I can tell there is no imperative on Openreach to perform any work at all - If a fault is open for weeks they loose a few quid in rental, so no big deal. BT retail have no control, and have to wait like the rest of us. Some realignment of service expectations and penalties is required, as the current system is badly broken.