Its like BT don't want my custom, 3 months + for i...

Question

Sorry for the vent but I have to get my sheer frustration about BT out
I live in a rural area, that for years has been plagued with substandard ADSL broadband, 2-3Mb on a good day, so imagine my joy when I find out that BT will be installing Fibre to the Property under a government grant,  lucky me you say.
Well after about 6 months of numerous calls and registering my interest, i finally hit what i thought was the jackpot, despite what the checker says, the infrasturucture is all in and complete and they can now accept an order for my property, this was January 30th, with an installation date of 20th February.
Surprisingly for BT an installation surveyor was out a week later, he knocked at the door and with much sucking of breath through teeth said this aint going to be easy. This was despite the new 11m high recently installed dedicated for fibre only pole being 25m clear line of site away. Its my power and phone lines thats the problem he says, the angles are all wrong.
So 30 minutes go by and he says he's got a simple solution, we can get the fibre cable into your garage, but it will require a new pole on the verge, but that shouldn't be a problem as its plainly our fault for not thinking through the placement of the new poles to clear the existing power and phone lines. Having seen them install the new poles, should be no problem thought I its a 15 minute operation with the machinery they have.
So all set thought I, interior installation set for Febraury 20th, a days holiday booked, home hub arrives, only a few days to go until we usher in a new era of 21st century 200Mb speeds.
But No!, on the 11th Feb I get a text to say there's been a delay and its rearanged for 3rd March, ok says I not a long delay, I can wait for the dream of superfast true fibre optic broadband.
But no again, get an email on 21st Feb, saying there is another unspecified delay, they'll be in touch when everything has been solidly arranged. While not happy, there isn't alot I can do.
Check online and the rearranged interior installation is set at 23rd March
its been a couple of weeks I thought I'll call them to chase and confirm everything is on track, well day one on the phone, wait over an hour of just ringing and your call is important to us, and we're really busy at the moment, so I give up. Tried again today left waiting for another hour but finally get through, after 15 minutes of being left on hold while the kindly Emma contacts Openreach to find out what the delay is, she returns to inform me that Openreach claim they do not have the required resources to install the one single pole until 17th April at the earliest, plus then it will take a couple of other teams to do their bit until an engineer can be arranged for the final internal install, so the soonest I'm looking at is early May.
So i'm already at over 2 hours on the phone to them, 3 broken installation dates and 6 weeks in since ordering, and according to BT I will have to wait another 6 weeks at a minimum, probably more like 8 weeks at a minimum the way things have gone
I just can't belive what an incompetant organistaion BT is, I had this all before 18 months ago with the ADSL and phone line when we moved in, depsite their being an active BT phone line they found it beyond themselves to acknowledge its existence despite me calling them from it, we had to wait 3 months then with god knows home many calls and broken promises, its deja vu all over again.
I just can't see what the delay is all about, how can it take 3 months +, its not like they have to build the infrastructure all the way to the exchange, its sat there waiting to be used, which some of my neighbours are already doing. Per BT's own surveyor there's an hours work, including boring the hole for the new pole on the verge, how can it take 3 months+ to arrange and complete an hours work.
Obviously I've had the tried and tested brush off of, we're BT Retail, the work sits with Openreach, we're different companies, well last time I checked you all reported through to the same CEO, so get your acts together for the customers who pay their bills, your salaries and his bonus
And to top it off I've checked my bill to find they've charged me already for the homehub, which i can't use for another 6 weeks at least. What planet are BT on, to think that any of the above would come under prompt and decent customer service.
Rant over, if I could dump BT I would in a heart beat, they've never been able to deliver on a single promise they have ever made me

Answer 1

Welcome to this forum.
This is a customer to customer forum only,
This is where customers help each other get the most out of BT products & services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
As you know, Openreach works for all Service Providers except the cable companies. BT Retail have no priority over any other provider.
http://www.openreach.co.uk/orpg/home/home.do
This user forum is not the place to complain, as there is nothing customers on here can do about the delay.
Its Openreach you need to direct your complaints to.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.