I'm now three appointments and about 19 weeks into having no phone or broadband with no end in sight. This is even after emailing the BT CEO. All that has really done is got me a direct number and a named helper which admittedly is progress from having to call 0800 800 150 and battling their telephone tree and off shore support.
BT Infinity & FTTx Discussion
- Thread starter michellez
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I'm now three appointments and about 19 weeks into having no phone or broadband with no end in sight. This is even after emailing the BT CEO. All that has really done is got me a direct number and a named helper which admittedly is progress from having to call 0800 800 150 and battling their telephone tree and off shore support.
We used to think that but Openreach should send what's known as the '530 Order Complete' to signify all the required physical connections and work has been completed. Anything after that (Emergency services and Directory services updates) is just database work that shouldn't affect your service. In short, it sounds like you've been fobbed off.
Don't email; write.
I'm currently waiting for my BT Infinity 2 to activate. It was meant to go live on Monday but it's still the normal broadband.
I spoke to BT and they said an engineer has to go and rewire the cabinet or exchange, or something. It's hard to understand them.
Anyway, it's the fibre to the cabinet, then over the copper line to the HH5.
Curiously, if I punch in my details to order it, it says you can't get Infinity yet (it said I could when I ordered it, obviously), but the speed has gone up to 31mb from about 14.
Sooooo...
I spoke to BT and they said an engineer has to go and rewire the cabinet or exchange, or something. It's hard to understand them.
Anyway, it's the fibre to the cabinet, then over the copper line to the HH5.
Curiously, if I punch in my details to order it, it says you can't get Infinity yet (it said I could when I ordered it, obviously), but the speed has gone up to 31mb from about 14.
Sooooo...
Line fault is fixed 
. Got a call saying they will need access today.
Turned up, plugged a grey oscillator 87j into test socket. Left for around 30min, came back and all was working. Apparently there was a break in the cable. Dunno what they did, but it's fixed now
.
Sync speed is back and so is voice.
. Got a call saying they will need access today. Turned up, plugged a grey oscillator 87j into test socket. Left for around 30min, came back and all was working. Apparently there was a break in the cable. Dunno what they did, but it's fixed now
.Sync speed is back and so is voice.
I have, the incompetence just continues.
Latest update today from the executive complaints team is that BT 'think' (yes think is their exact wording) our building is now FTTC not FTTP but they aren't really sure. It is as if no one has actually been sent out to look at it or they don't maintain infrastructure documentation.
Soldato
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Don't email the CEO, it will achieve nothing as the secretary will most like delete it lol, email the Director of Service Delivery like I did, I had 2 engineers despatched from Leeds (25 miles away) the same day and they were here til 11pm fixing the issue (turns out a faulty dslam card in the cab). Worked for me! This was last year, so might have moved on, but worth a try anyway
roddy[dot]thomson[at]openreach[dot]co[dot]uk is where you should direct your complaint
roddy[dot]thomson[at]openreach[dot]co[dot]uk is where you should direct your complaint
Either way will get you to the exec complaints team (used to be called chairmans office something or other I believe).
That's when you get the dedicated UK person dealing with your case and they get engineers over to you pretty damn quick.
When our query was raised via our local MP it got sent to the exec complaints team and had an Openreach guy round straight away to take a look.
That's when you get the dedicated UK person dealing with your case and they get engineers over to you pretty damn quick.
When our query was raised via our local MP it got sent to the exec complaints team and had an Openreach guy round straight away to take a look.
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I emailed the CEO after four engineer visits doing nothing on my line and received no reply so YMMV.
They say you never know the value of a company til you get an issue. BT worth in this case, sadly 0.
Our problem started back in july. Our phone and broadband went down one day and that was it. After 2 weeks of being lied to by the off shore help desk we discover our exchange was damaged. Fair enough we thought, at least we know.
We were then told the estimated repair date was November!! Now I'm no engineer but 4 months to repair an exchange seems madness. To their credit we thought they did rig up a temporary exchange (rather than just fix it??) but this also seems to have now failed and so no service and no information about it.
Its the lack of information thats the real issue. The call centre just blatantly lied. I guess they didn't know anything but couldn't say that without understanding that maybe the customer just wants the truth.
Anyway yeah, terrible service so far and I can't recommend BT to anyone looking for an ISP. Looking at some of the stories here we could be months away from a resolution.
Our problem started back in july. Our phone and broadband went down one day and that was it. After 2 weeks of being lied to by the off shore help desk we discover our exchange was damaged. Fair enough we thought, at least we know.
We were then told the estimated repair date was November!! Now I'm no engineer but 4 months to repair an exchange seems madness. To their credit we thought they did rig up a temporary exchange (rather than just fix it??) but this also seems to have now failed and so no service and no information about it.
Its the lack of information thats the real issue. The call centre just blatantly lied. I guess they didn't know anything but couldn't say that without understanding that maybe the customer just wants the truth.
Anyway yeah, terrible service so far and I can't recommend BT to anyone looking for an ISP. Looking at some of the stories here we could be months away from a resolution.
So is it just "you" or does it impact many other properties?
Sky Fibre unlimited is currently £10 per month for the duration of the contract? £30 activation fee. If you're interested in TV as well I could send you a code?
I have Sky TV already. Thanks for the offer though.
Quidco are offering £170 cashback with BT Broadband.
Choices Choices!
Everyone using that exchange i'm assuming initially anyway. No idea what is wrong with the temporary solution.
I guess at this point changing provider will make no difference exchange wise.
When you say "Exchange", do you mean the actual main BT exchange buidling or something like a street level cabinet (green PCP). For instance, like what has happened here:
http://www.ispreview.co.uk/index.ph...ng-to-replace-a-busted-bt-street-cabinet.html
But will Sky let you leave at the end of the contract?
I think everybody will be in the same boat whatever ISP they're with.
Get in contact with your local MP.