FTTP issues

serenabobbeana

I’m at my wits end.
Working from home with slow internet speeds... signed up to BT broadband on the 28th July for FTTP. Only BT and Sky offer it in our area.
Now it’s the 6th October and I’ve sat in all morning waiting for an engineer to arrive to be told by BT that open reach had a system issue and the engineer never got our appointment. 

Now this would be fine if it wasn’t the only issue but since the 28th July I’ve had numerous appointments and phone calls from BT to say order didn’t go through properly they had to cancel and redo our order and re arrange the appointment. Everytime I end up having to wait another 2 weeks to have it happen again.
Feeling disheartened and frustrated, it’s been 2 months.
Can anyone offer any advice? It would be much appreciated! 

tempus_fugit

Can't offer any advice apart from just keep on at them. We've just been upgraded to Fibre with BT and they were brilliant.

When Openreach arrived they found that they couldn't get the cable in due to the botched job of the original line by the builder (house is around 3 years old). They came back the next day while we were out and pulled out the stops to get the cable in. Luckily they found the duct to the street connection eventually and contacted me that night to say they would come the next day to complete the installation. The Openreach guys were absolutely fantastic, but as I had raised a complaint about it previously (actually I had just contacted BT about it but they opened a complaint for me automatically) I ended up with an £80 credit on my account and they were very helpful. 

Obviously in your case it's not working out so well, but it seems strange that we got very good service and you're not, so as I say, keep contacting them and voicing your concerns, I'm sure you will get a sympathetic ear at some point. 

matelodave

serenabobbeana said:

I’m at my wits end.
Working from home with slow internet speeds... signed up to BT broadband on the 28th July for FTTP. Only BT and Sky offer it in our area.
Now it’s the 6th October and I’ve sat in all morning waiting for an engineer to arrive to be told by BT that open reach had a system issue and the engineer never got our appointment. 

Now this would be fine if it wasn’t the only issue but since the 28th July I’ve had numerous appointments and phone calls from BT to say order didn’t go through properly they had to cancel and redo our order and re arrange the appointment. Everytime I end up having to wait another 2 weeks to have it happen again.
Feeling disheartened and frustrated, it’s been 2 months.
Can anyone offer any advice? It would be much appreciated! 

very much like my experience although we ended up with both our phone and broadband cut off for nearly five weeks. When it eventually got installed it was excellent for two wholes weeks until the water company dug up the optical cables. It then took another fortnight to get it repaired.
BT did give me £50 towards a dongle/mifi unit to tide me over, but the whole episode was a total shambles. Its been fine since then.

I cant really offer any advice except to try and escalate it but I found it difficult to get to talk to anyone who either knew what was going on or who could do anything about it.  I must have spoken to 7-8 people in places as far flung as Wales, Exeter, Scotland and even England before I could get any sense out of anyone - it got resolved in the end but it was an extremely painful experience.

That was two years ago and it seemed that there were very few people within BT who knew how fibre works and their processes were either very flaky or non-existent but I would have hoped that they would be a bit more organised by now.

Croft12

If its Fttp then ask to speak to the fttp team not the general BB team. They are usually pretty good...