Unacceptable delay in provision of BT broadband

Question

Warning, this is going to be a bit of a rant, but the whole story involves both BT phones and BT broadband.
It all started with BT's Homemove facility. I have recently moved from North Wales to Northern Ireland. On 20th January whilst still living in North Wales, I invoked BT;s Homemove facility hoping for a smooth transfer of my phone service to Norther Ireland to line up with my move to a new build in Co. Fermanagh due to take place on 11th February. At the same time, I ordered BT Broadband to complete my communications package. I received the necessary order details on line the same day. Shortly after, I received a phone call from a presumably Openreach engineer asking for directions to my property which is in a very rural area. After giving him directions, he reported that he found the property and was going to do a "survey". I assumed that all was well. Not so.
On the 11th February, now in residence in Northern Ireland, I received a text to the effect that the Openreach engineer, (or sub contractor) could not find my property that despite my previously giving them the actual pole number at the entrance to my driveway. That meant a delay for another appointment until 17th February. A sub contractor visited and connected up from the NTE5 to the pole, but wasn't able to actually connect to the network because his vehicle wasn't equipped with a lifting platform to enable him to connect from my pole to the actual DP. More delays. On 19th Feb, another sub contractor visited this time with a lifting platform and connected to the DP. However, he said he was only instructed to connect up and not to "prove the pairs". Result - still no dial tone.
After jumping through numerous hoops and getting tangled with the various automated options, I managed to get someone to understand that I had been without service effectively since the 11th Feb. Result. A proper Openreach engineer visited on 22nd Feb. and spent a long time localising the fault which proved to be someway down the line from my property.
During all this, I discovered that my broadband order had been cancelled. The customer service advisor I eventually spoke to tried to resurrect the order but without success so a new order was issued with a stated activation date of 17th March. Not exactly happy but I accepted the fact. Lo and behold, today , Monday 3rd March I was contacted to be advised that I would not have broadband until 25th APRIL. By this time I was naturally very angry and after much effort I managed to get to speak to someone whose accent I could understand and who advised me that the delay was because of further cabling work at the cabinet, presumably the one between me and the local exchange. What really annoys me is the lack of communication between BT Retail and BT Wholesale and also Openreach. I pose the question. Why wasn't the problem with exrtra cabling not picked up sooner, at the survey stage say?
So at the moment I am without decent broadband service and writing this on a laptop with an "iffy" 3G moble dongle.
Not a happy bunny at all, particularly as I am a BT Pensioner trying to be loyal to the company by applying for BT Broadband
“Dogs come when they're called; cats take a message and get back to you later.”
Mary Bly

Answer 1

Have sent details to your e-mail account. In the meantime and on a seperate matter, I lost my phone service this morning .(05/03/14). Reported fault via mobile, then tracked it on line. Apparently fault is near or at my home, which coincidentally is the same fault that delayed provision of service for 2 weeks or so after I moved into my new home. Needless to say, I am not a happy bunny at all. particularly as I was a BT employee for some 35 years and am now one of BT's pensioners. It grieves me to say this, but I have lost all confidence in the company's ability to provide a decent telecomms service at least in my part of Northeren Ireland.
Regards
John
“Dogs come when they're called; cats take a message and get back to you later.”
Mary Bly