13 August 2018 - order placed for new phone line and broadband service to new property, cancelling services at current property. Date for completion: 28 September 2018
13 August 2018 - order confirmed by BT
During the interim, unsure of exact date, T/C to BT asking for an update, explaining importance of having a phone line at the new property due to sudden and significant ill health of husband/father - admitted to hospital by ambulance on 12 September
28 September - move to new property. No phone line (so no broadband) but service cancelled at old property. New handsets and broadband box received but unable to use.
29 September - Husband/father passed away. T/c to BT to explain circumstances and ask for access to a phone line, told not to 'panic' when I got upset on the phone and staff member started humming a tune while accessing information, his attitude towards my mother and I was unacceptable in the circumstances, very poor customer relations skills. Next member of staff I spoke to was much more compassionate but unable to help. Complaint about previous member of staff made - no follow up re this to date.
18 October - engineer visit, told us he was unable to complete the job as it required 2 people due to location of power lines and that this should have been picked up during initial survey. We are still unsure if this 'initial survey' was/has been completed.
Wk commencing 29 October - advice sought from Communications Ombudsman
12 November - no progress.
Have been assigned a 'case manager' who calls/texts to say there's no progress and if this continues it will be escalated. We have been 'escalated' three times already.
Our mobile bills are extortionate (eg. one phoneusually £23, last month £130). Trying to deal with our bereavement, family and work/business using small mobile phones and patchy signal is ridiculous. We have subscriptions to Amazon Prime, Netflix etc we are unable to use. I am unable to work from home to be there to support my mum due to no broadband.
We have had accounts with BT and no other providers for both home and business. Our neighbour, in a similar property on the same side of the road, was connected and up and running within 2 weeks of placing the order - with Plusnet.
My mum is desperate for a working phone. She will be speaking to the press, her MP etc this week.
Advice? Help? Please?!
are you trying to get FTTP - fibre to the premises or FTTC fibre to cabinet and copper from cabinet to home
is this a new build home?
This is a new build home, as was our neighbours. A phone line to the house would be a start, fibre would be a bonus. I don't know if it's FTTP or FTTC.
can you enter your address and post results remember delete address https://www.btwholesale.com/includes/adsl/main.html
save screen shot in something like paint then your casn post on forum using 'photos'
Can I also hop onto this.
It has been three months since we first contacted BT regarding setting up our broadband. We have been told that it is Fibre to the premises/property but honestly dont know what is happening. We keep being told that there is no update and Openreach are going to update BT which never happens.
Anyone any info that could help I would really appreciate it.
Unfortunately can’t offer any help other than to hope that it gets resolved for you soon. Suffering similar issues with ongoing issues getting openreach to do the connection to a new build too. Hopefully the experts/ experience of the forum will provide guidance to a speedy resolution