Re: Complaining to Ofcom and demanding compensatio...

Question

I'm not sure that there is anything ANYONE can do about the appalling installation service that BT/BT Openreach have provided in this instancce.
We moved into a new property, having ordered a new line from BT and BT accepting the order.
They seem answerable to no-one - but here's my story - which is still unresolved.
The following is an extract from the log I've been keeping:
Phoned BT and ordered line on 8th August, Pre-paid 12 months’ rental with the intention of ordering BT Infinity 2.
Was told couldn’t get an engineer out until 26th August but he was scheduled to come between 0800 and 1300.
Received many texts and emails to make sure I would be there on 26th – even night before. Checked with BT early on morning to make sure he was coming and was told yes.
Waited in for engineer and when didn’t turn up phoned BT and was told the installation would be delayed because BT Openreach needed to do some work on the site. Was told this would happen tomorrow (27th) and BT promised to phone me by 20:00 on that day to confirm and to arrange the BT engineer visit 48 hours later.
On 27th BT did NOT phone so I phoned on 28th and was told that BT Openreach hadn’t performed their work on the site and they were now scheduled to do this on 15 September! Again I was promised a contact once this was done to arrange the BT engineer visit.
At around 11:30 on 15th September, I received a text saying that BT would contact me on 16 OCTOBER with an update!
Phoned BT and was told they were still waiting for BT Openreach to install the line and this was now scheduled for 15th October.
Received a text on 15th October saying that there was a further delay in BT Openreach installation but that this was due to be completed by 20th October and there would be a further update then.
No work was done on 20th October and we were then promised a further update from BT on 27th October.
We phoned BT on 27th and was told the work was to be completed on 29th October at which time we would be contacted again.
Needless to say, no work was done on 29th!
BT phoned me on 30th to say that BT Openreach still hadn’t completed the work but that they had the engineer’s number and email address and would keep trying to contact him. They would phone me on 31st with an update. Meanwhile, my wife had also spoken to BT who had already spoken to the engineer who said that he was in the “last stages” of the work and it would definitely be finished by the end of the day (30th).
Phoned BT on 31st and was told that, due to a “broken cable”, BT Openreach hadn’t managed to complete the work as expected but was finishing it that day and had been on site from 09.37. I had the day off so went to see a workman who was working nearby who confirmed that BT openreach had indeed been working on the cabinet both on the 30th and 31st and had left around 12:30 ish.
Furthermore, a BT engineer turned up in the afternoon of the the 31st to install the line! I rather foolishly thought that there was light at the end of the tunnel.
However, when he inspected the site, there were a couple of issues, the major one being that there was nowhere to connect the line into the cabinet! He could see where the draw ropes were to install the line(s) into the site and to my house but there was no distribution point or ducting into the cabinet for connecting them. The other issue was that he wouldn’t have had enough cable on his van anyway because the run was too long.
He took copious notes to report the position back to his superiors.
BT phoned Monday 3rd November to say that they had been in touch with a BT Openreach Manager who was now dealing with the situation and who had admitted that BT Openreach had not in fact done what they were supposed to do but he was going to chase the matter and report back to BT by the following afternoon (4th November).
BT said that they would contact me with any further progress once they had an update.
BT phoned 5th November to say that they had been in touch with BT Openreach and were told that there was “cabling work” still to do and the latest estimate for this was 12th November and BT would update me then. I was warned that this was only an estimate and not a guarantee of completion!
I fully expect no-one to have read all that but I fail to understand how what should be a straight-forward installation has taken nearly three months and is still no-where near completion. In the meantime, we are relying on dongles for internet access and mobile phone for calls - slow and not cheap.
BT say they have escalated the situation internally and within BT Openreach but that doesn't seem to have had any effect! There seems little point complaining to BT since they are a customer of BT Openreach but surely someone should take responsibility!
I await the next call on 12th November!

Answer 1

By Christmas? Are you kidding?!!! lol
You'd have a better chance of winning Euromillions.
We moved on 26th September having attempted to arrange our Home Move some 8 weeks earlier. We are now being (badly) looked after by High Level Complaints. Ages trying to get Openreach to even recognise our existence then numerous bull about huge amounts of work needing to be done. Meanwhile, our next door neighbours had a phone line (Openreach / Sky) about 7 weeks ago.
We are both Disabled ....... maybe that's the difference. Make the buggers suffer eh ...... let's really screw up their New Home Experience!
BT (and Openreach - one and the same) have to have the most disgraceful Customer Service known to man. You'd think we were trying to get an inter-planetary link set up!
One can only deduce that BT Openreach continue to abuse their monopolistic position!
All we want is a phone line ....... where else do we go?
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