Problem with BT and new line

mikeyboy

Hi All,

I'm at the end of my tether and don't know what to do for the best, so any advice would be appreciated.

I moved into a new build house at the end of September. Once I'd exchanged and got my completion date I arranged for BT to install a new line and broadband service.

Installation date was given for a couple of weeks after moving in. Engineer turned up, put the BT box inside the house, and fiddled around outside the house. He then said there will be a bit do a delay, as a connection was needed at the main exchange.

Turns out that Openreach hadn't done some ducting or something in the road. A further date was given a month or so later.

Fast forward, and I get a phone call now from BT saying that Openreach are saying they have cancelled the job. No within the network or some rubbish. This is over two months since I had the first engineer.

Just doesn't make sense, my neighbours a few metres away have BT. The site is huge, and there are new houses being built for the next year! I have neighbours who have moved in since me and have BT!

I ave tried and tried to get sense out of BT, but constantly end up speaking to some offshore contact centre and it's really difficult getting any answers as they keep saying they have to escalate it.

To ale things worse, they have been taking monthly DD payments!

In this day and age, it shouldn't take Months to get a phone line and broadband service.

Help! I'm getting nowhere

Quentin

First get in touch with your bank and make a DD guarantee claim. The money will be back in your account same day.

Then start a formal complaint with bt.

onomatopoeia99

The developer on new build estates usually puts in a lot of the infrastructure for telecoms in cooperation with Openreach. It may be worth talking to them to see if they can help move things along. Or go to an ISP that doesn't use call centres (more expensive as customer service is where they save money to afford those "deals" everyone loves so much)

Willberry

Post your problem on the BT Customer forum. Hopefully one of the Moderators there will pick it up and ask for full details. They are all BT employees and can usually sort things out.
Link: https:// community.bt.com (Remove the space after the //, apparently I'm not allowed to fully post a link).

Quentin

https://community.bt.com

Linton

It may be worth your while talking directly to Openreach. You arent in any real sense a bt broadband customer yet and if you went with any other ISP there would be the same problem. I found Openreach very helpful when BT couldnt supply me with a FTTC connection.

boatman

https://www.homeandbusiness.openreach.co.uk/help-support/new-build-homes

Use the link below, it's from the the page linked above.


https://www.formwize.com/run/survey3.cfm?idx=505d040e0f0e09

mikeyboy

Thanks for all the replies.

The developer,it's a large new build estate, says they have done everything they have be e required to do and that BT and Openreach is responsible from now on.

I'll raise an official complaint with BT, its just so infuriating and everything with them is so slow. No one actually seems to take responsibility at all.

Thanks again.

Quentin

You have 2 complaints! The installation issue and them wrongly using the DD to take money out of your bank account