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Good afternnon everybody. My nbame is Msrtin and if you havent already guessed from the screen name i live in Norfolk.
Ive decided to join the forums and take the proverbial pen to paper to tell you all a story. A story about an average family living in the countryside trying to have a phone line and internet line installed. Can you guess who by?
In early Decemeber my partner, her mother and father and I all decided to move into a property together, a famr house in Norfolk. We called BT and asked them to move the line from my mother in laws house to the new address. Owing to the festive period there was a delay and the installation date was set to the 12th Janaury. We accepted this and as we were only due to move on the 9th saw it as good timing. 
Further to this we also paid BT to place a trasnfer from our mother in laws old number to the new number at the farmhouse as my faterh in law runs a heating company from home. So all was in place, but this was the beginning of a 5 MONTH saga that is still on going to this day.
The 12th January arrived, we were expecting an engineer to turn up, and instead our new neighbour from across the field knocked on the door. She was very angry with us. It turned out that a BT engineer had just disconnected her operational farms business line, her personal line and her internet connection and installed our phone line and internet connection. She had been receiving phone calls for a heting engineer all day, not the best of starts BT!
Once we had demonstrated (by showing her the welcome letters sent to the correct address) that this wasnt our fault and that we had ordered the connection at the correct address, we turned to BT. An easy task you would imagine, im sure they will sort the problem promptly you would imagine? No. It took BT a month for her to be connected again as the engineers were apparently all booked up and there was nothing anyone could do about it? Booked up for a whole month and unwilling to help despite that fact that you have made the mistake and caused carnage?! 
In that time she gave up answering her phone to our business clients and the realtionship we now have with her is frosty at best. 
To compound this case even further over the following weeks we were bombarded with calls from the BT fianncial division, can you imagine what for? According to them as we now had an operational phone ine we needed to start paying for it. A phone line that was installed to the wrong address that we didnt have the benefit of. A Fact that the debt collectors seemed to eitehr not udnerstand or simply ignored. They called so often that my mother in law became quite distressed about the calls and the situation, to the point that she was having mini anxiety attacks everytime the phone rang as she seemed unable to get the point accross that this was not her fault and that she was unwilling to pay for a service that she did not have. Finally I could take the situation no more and I answered the phone. I ws not offensive as i do not beleive in such behaviour but i was able to get the point accross and finally the phone calls stopped. 
Duing this time we were pursuing our own connection. Week after week we were promised engineer visits and week after week they failed to show up. We began to refer to the engineers as unicorns on account of their mythical relevance. Eventually we got on the phone and made a complaint, a unicorn then tunred up at the door some 3 days later. After a period of investigation the engineer concluded that the line meant for this property had been used to connect another house and there was no room in the box for our house? The engineer stated that as a result some serious civil engineering would be required and this would take a bit of time. finally we had some answers. Over the next 3 weeks BT kept us up to date with the progress of the installation, we could also see the roadworks and angineers coming and going on a daily basis and so beleived that all was in hand. After 3 weeks, communication from the communication company stopped. We received nothing at all. A further 2 weeks passed before we got on the phone and chased the connection. An appointment was made, this was one of a current total of 14 failed engineer visits that were to follow. Consistently no one turned up, then one day a miracle, our phone rang, and a voice told us that our connection had been made and we had a phone line. Shortly afterwards the magic Blue light appeared on our wireless box and hazaaa we were connected to the internet, back in the modern world and we set about contacting business clients for both my father in law and partenrs business giving them the number.
This bliss lasted 5 dayswhen we were called by BT and a very cnfused operator asked to speak to a Mr Jones. thinking that it was a simplemistake I stated that there was no Mr Jones at this address and as this was a new number she must have mis dialled. The response i received raised my blood pressure to or about the point it was at some weeks prior. It turned out that somehow BT had managed to connect a line to our house that was meant for an address on Oak street in Norwich, a Mr Jones. Now when you consider that Oak street is about 30 miles from us and we live in 2 seperate dialing code areas the mind boggles at how this can be achieved? A day later a call was received (ironically) stating that our ine was ot meant for us and that we would be disconnected again. when challenged as to the status of our connection , the operator was at a loss to explain and frankly didt soud bothered. So here we go again, contnued calls to BT from mobiles (costing a small fortune), bounced from India to Glasgow and back to India again whilst we chase for the status of our connection.
So we move to April. After 3 weeks of not chasing BT becasue we are all frankly exhausted speaking to operators that couldnt care less, we call BT and ask what is going on. The answer is reassuring. Thomas in Glasgow has spoken to the engineers and apparently all work to install a line to the house was completed on the 9th April (despite us having a previous connection but we will ignore that for the moment) and all that the line needs is an engineer to come and activate it. An appointment is booked for today!
The engineer tunrs up at our address. Goes to look at the line. Returns to the house. " im unable to install the line as engineering work needs to be carried our which will require road works" and we are straight back to square one, the exact same place we were at towards the end of Janaury. 
So now im bored. Im bored of BT, im bored of their customer service. Im bored of being lied to. Im bored of being promised work and wasting my time to be here for engineers only for them not to bother. I fail to see how a communication company can be so bad at communicating. So now I will take a new approach. I have Libby Barrs linked in profile. Im hunign for her email address. I will now turn to every media outlet, every social media platform, every organsiation that will listento get my point accross that this is unacceptable and et something done about it. I will now dedicate my time to getting this case heard by someone that might actually care that there has been a catastrohpic failure here and no one seems to be accepting responsibility for it. I will now dedicate my time to getting some sort of compensation for the thousands this family have lost through our businesses becasue of BTs failed promises. 
It is worth noting thatI do not have the option of using other providers. Being rural unfortunetly its BT or nothing, although BT are providing nothing at present. It is also worth noting that BT have been awarded grants for the "Better broadband for Norfolk" campaign to imrpve rural connections and speeds. I fail t see how they will acheive this for an entire county when they are unable to do it for a singualr house. 
In conclusion, 5 months have passed, still no connection. Loss of trade to 2 businesses to the tune of £1000s. Fourteen failed engineer visits. Consistent lies from customer service team members, a small fortune in mobile phone calls to 0845 and 0800 numbers. A Mature lady briught to her knees by harassing phne calls about a service she has not received and a communal relationship in tatters due to the impact on her business. 
So far not even an apology from BT.
Im coming for you. 

Answer 1

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