I am so sick of BT retail and Openreach! I ordered a home move on the 26th June for our Infinity and phone service. The earliest appointment I could book was the 17th of July! The new address did not have a phone line so I was told I'll have to order ADSL broadband and then upgrade again to FTTC. Really?!
The engineer turned up as expected on the 17th and installed the mastersocket indoors. He then said I could leave as all the work could then be completed outside. As I left they were tacking the phone line to outside wall. I was told the broadband/phone will be active from midnight. This has not happened. Every time I phone no one can tell me what the fault is and when it will be resolved.
Not impressed. I phoned up WELL in advance knowing the process will take ages but this is ridiculous. What's more annoying is I know there will be another long delay between upgrading from ADSL back to FTTC.
Does anyone have any email address' for anyone at BT / Openreach who will actually assist?
I got instant help via the BT forums. A mod replied with a link, I sent him my details and he rang me up. He was English as well. I joined a queue and within 2 days an Openreach engineer turned up and reset the DLM on my line. Problem sorted, back to 52Mbps from 21Mbps.
I had previously tried phoning at least 10 times, had all the spoof they try and make you do over the phone. Tried online chat, same stuff. This had been going on a month. I knew I just need the DLM to be reset but try telling them that on the phone. I also had a BT bloke come round and check the wires in the house, complete and utter waste of time he was.
And all this was caused by a **** smart hub. It kept disconnecting after I plugged it in. The DLM saw this as a fault and lowered my profile. I now have my trusty HH5 back in with no disconnects since I plugged it back in except one the other day when the firmware updated for the first time in ages
Good luck