What are BT playing at?

wild666

Having moved into a new place a few months ago I waited until the infinity package was available until I ordered broadband. I tried to do it on-line but a postcode for a previous address wasn't recognised on the BT order site so I had to order by phone, I hate using the phone to speak on especially with speech problems, but scraped through it, I was talked into one item I wasn't really interested in BT VISION but that still put me within the price I had figured so not too bothered.
The BT rep said the 1st June for what I assume was the date the engineer was to call and fit the line and do the other installation work needed in the home, the date came & went without anyone turning up. My son phoned them when he got in from work and they said as they needed to connect a line (they told me this when I ordered) that the external work would be done by the 3rd June and that I would be contacted to arrange a date for the engineer to call and do the internal work.
I expected to be receiving a dial tone even if I couldn't dial out, I remember years ago when people stopped their phone BT just stopped the service outward from the property but you could receive calls.
I feel like now BT have delivered the equipment they are in no rush to get it connected. I have considered firing off an email to head office or their complaints department, I normally prefer head office, telling them that 2 dates have being given the first was as far as I was aware was for the complete work to be done and the second where part of the work would be carried out (external work) I just cannot decide when to send the email either 1 week after the original date or one week after the second date telling BT I consider them in breach of contract by missing the dates of the first, and then, the third of June and give them a date by which I expect the service to be up and running. The only problem I can see is that to give them enough time to get the service working they may do so without me complaining within a reasonable time-scale I would give them.

macman

If the line hasn't yet been reconnected (or a new line provisioned), then obviously you're not going to get calls in or out.
Unfortunately OR are a law unto themselves when it comes to missing dates/appointments, and BT Retail have no more control over them than any other telcom does.

wild666

Not long after posting this I received a call from BT they said they wouldn't finish the cabling until Monday and gave me a direct number to call to check on the progress of the order and the order number. Well that is about all I remember but at least I managed to get through the call only because I had forgotten my meds :eek: so hopefully will be able to stop using the mobile phone for the internet

chanz4

Sounds like the card at the exchange is not in, or overhead cable at the pole has been disconnected. This would be the reason for a silent line, been honest normaly they do keep up appointments but its down to openreach who own the exchanges