BT OpenReach Complaint

This BT Openreach complaint was received today and highlights British Telecom’s lack of accountability for problems within the context of BT Retail and BT OpenReach.

Dear Sir,

I placed an order on 30 May 2009 for a home move of my account I had with BT to move to new premises which had an existing working line. The order was accepted but then subsequently cancelled by BT a few days later saying the line does not have a cease order.

I phoned the people moving out of the premises I was moving into about this and they said they were told by BT to call on the day they moved as they were taking their phone number with them and moving to a different provider at the same time. After telling them that I could not place an order until they had, they then phoned BT and requested a move order be placed on the 4th June 2008 and were moving out on the 6th June (oddly the fact is that they could have placed the order well before they moved out of the premises even though they were moving providers but were given the wrong information by BT and they subsequently did not get their phone transferred till well after the move date).

On the 5th June, BT accepted an order for the phone line in my new premises and subsequently provided a date of 22nd June as the activation date and also provided me with an order number on 5h June. On phoning BT as to why this was so long given that it was a working line they said that it is because they must send a letter to the persons moving out for them to confirm the cease order on the phone line. (Oddly I never received any such letter myself when I placed a home move order on my previous phone line).

This letter is in spite of the fact that the cease order cannot be placed unless you give all sorts of security information about who you are to verify you are the account holder and the cease order will go thru even if there is no answer to the letter. After many phone calls to various people, BT agreed that there was no reason for such a long delay and agreed tp moved the order to 15th June.

It was then subsequently found that they cannot move an existing order and had to cancel it to place a new order to bring the order forward and not only did they have to cancel the order but it would take 24 hours for the order to cancel before they could place a new order (incredible as that may sound in the 21st century where BT is supposed to be a technology company).

Eventually they said that OpenReach could not bring the order forward and so I accepted that the line would be provided on the 22nd June 2009. The date came and went and no phone line so I phoned on the 23rd and BT were unable to give a reason why the line was no installed and would get back to me … they never did so the next day I phoned again only to receive exactly the same information and the same promises. I phoned the next day again and was finally told that there was a failure with the order on the OpenReach side and no reason was given.

I asked to lay a complaint and was told to go to the OpenReach web site to complain to OpenReach but the OpenReach website states: If you are a member of the public and would like to raise a complaint or enquiry that is related to: the provision of telephone or internet services, engineer appointments, faults, or compensation, it is important that you raise this issue with your communications provider (whoever bills you for your telephone or internet service).

Your communications provider will then raise the matter on your behalf. You can find more information about the relationship between Openreach and your communication provider here. Although I was promised a call back it never did happen once again and and called again the next day to find that according to BT my order had only been placed on the 24th June 2009 and that the line was scheduled with OpenReach to be installed on the 29th June.

NO HISTORY OF MY ORDER PLACED ON THE 5th JUNE 2009 EXISTED AS FAR AS THE BT PERSON WAS CONCERNED. They were able to show more than 10 calls to BT over the period from 1 June to 25th June 2009 but seemed to think it was nothing unusual that my order was only placed on the 24th June in spite of many documented phone calls. Somehow, that original order number had also been cancelled on the 24th June and a new order number was placed on the 25th June 2009 with a delivery date of 29th June 2009.

Once again I requested that they lay a complaint against OpenReach but this person pointed me to the OpenReach web ite again and in spite of informing the person what the OpenReach website stated, I was told that they cannot lay complaints against OpenReach on my behalf. All attempts to have the person give me a reasonable answer as to why things went wrong failed. All I was repeatedly told is that it failed and they do not know why and my asking why it failed was not helping. I was told that they were “sorry” about my problems and that the line would be provided on the 29th June 2009 and that this information was confirmed by OpenReach yet nobody could give me a reason why the same promises about line delivery had failed. There seems to be:

No accountability for problems within the context of BT Retail and BT OpenReach (attitude seems to be that problems happen but do not bother to work out why… its not important) no person in BT able to give a proper answer that makes sense (simply accept broken promise after broken promise with the answer that “there was a problem” and no other information and without complaining)no path place a complaint against BT OpenReach.

Please comment below if you have experience similar problems with BT Openreach.

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Comments 36

  1. Services offered by BT is really hopeless. In february we (Ram Kinkar Pandey and Deepak Singh Mehta) ordered for broadband and

    telephone connection. We got one connection(one set of instrument i.e. Hub and Hub phone) and you guys starting deducting

    30.50£/pm(on 1st of every month) and 35.00£/pm(on 8th of every month) from my account. I never cared for the amount deducting by

    you guys thinking that they must be deducting correct amount even though the amount which were getting deducted were doubtful and

    now its my fault too that i was not able to understand bill sent to me. Now after deducting almost 375£ in four months suddenly my

    services were suspended on 06th June. And since then i spend almost 15-20 hours talking to yours very eligible representatives of

    customer care. Every time i called them they told me a different story. Finally they told me that you have 2 accounts(for broadband

    and phone) on ONE LAND LINE (i dont not know how is this possible) and they told us that i own a account and my friend Deepak also

    own a account on same LAND LINE (this is really frustrating as we never ordered for 2 accounts as Deepak started that account and i

    only gave my bank account information for direct debit and you did what you wanted).
    So now i am very thankful for yours sucking services and i am going to stop direct debit from my account as no body will like to

    pay for the services which he never asked for and not availing that.
    Now after looking my bills carefully i found that i have many account numbers GB06098200, GB06115892, LW60949781 and may be i will

    be having few more for which i have never received any bills. I just care for my money so i donot like you guys to take what ever

    you want.

    thanks for yours kind services.

  2. I think BT is getting bankrutp!
    They are now (June/July 2009) charging their customers TWO months in advance for a telephone rental etc to run away with customers money before everybody finds out that they are in DEEP financial trouble!
    Be Warned!!!

    (I wonder what these companies spend their customers' money on?
    I really want to find out since there are TOO many big comapies are going to the walls in spectaculra fashions!)

  3. I can confirm a similar situation as follows:

    1. I booked (with BT) a line shift order to take place on 6th October. They gave me an order number and I waited until the day. At 10 past 1pm on the day no engineer had arrived and I called BT back. They first said "the order is completed" and when I insisted that no one had come, they called Openreach while I waited on the line. I was then informed that Openreach had literally dropped this order somehow and therefore no engineer had actually been booked.

    After some fuming, I gave them another chance and they gave me a second order for 14th October (today) and assured me that they would personally ensure that this would not happen again.

    I am on the line to BT as I write this and have just had a second bout of fuming as I have been informed that the second order was dropped between BT and Openreach as "the order was placed incorrectly". And a supervisor (in Bangalore) is now scurrying around trying to get an engineer for me in "the near future".

    I will certainly join in this blog and somehow I suspect that many more hundreds if not thousands, of BT customers are suffering from this "ball dropping" that is clearly happening between BT and Openreach.

    On a much more strategic level, the reason for the OFTEL insistence on BT "creating" Openreach, was to level the playing field for competitors.

    What has happened – the playing field has not been levelled – it has been dropped into the ocean – as I suppose that now EVERY retail provider is unable to properly place a work order on the "last mile" provider (Openreach) and assure the customer of service – since basically Openreach is now unaccountable to anyone except "its" customer which is BT/AOL etc. The actual customer – you me and everyone else – is like turkey in the sandwich between their front end provider and this terrible organisation called Openreach.

    This is actually all the governments fault and gives me yet another reason to vote out Gordon Brown and his idiotic cohorts and put in a sensible government that will right all these wrongs and open up the market properly to competitors to BT so that we can finally get rid of that fat, bloated company once and for all.

    I could go on – but why bother.

  4. We moved into our new homw and had arranged with BT to have our line installed 22/12/09 that date came and went and no line was activated. After many many phone calls to BT (on our mobiles) we still had no idea why the line was not active as we had been given so many different excuses. we were told that there was a "fault" (of what kind they didn't know) we were also told that our existing line had been given to somebody else etc etc … the excuses go on and on!! Eventually i was told that openreach were going to "review" our case on 8/1/10 and that and engineer would be trying to complete the work by the 9/1/10 this date also came and went, so again call after call i am given different excuses that our case has to go back to the "planners" at openreachand that any further dates for reviews etc are unknown! I was also told that the reason for the delays was due to a "line shortage" ( which i find hard to believe that a massive company like BT would just all of a sudden run out of phone lines or whatever they use in ine inrallation process!!)Any way I have been told that they MIGHT have some available on 2/2/10!! Which is ridiculous and will take my up to a total of 42DAYS!! and growing by this date jst for a line installation even with "complications" it should not take these communication "experts" this long to sort out a telephone line! the whole system is a disgrace the general feeling that you get from the people answering the phone is that they don't care and tht it will be done whenever they get round to it! There is also the general feeling that we just have to put up with the terrible service, lack of communication from BT and complete incompetance for the simple reason that there is no other option as BT is the main supplyer!! WE NEED TO OPEN THIS OUT AND INCLUDE OTHER COMPETITORS! As BT and openreach have no reason to better ther systems as they don't have to, it's not fair but it's the way it is……………in the meantime i still don't have a phone line and am unsure of when or if i will ever have one!

  5. SO last Sunday [17th Jan 2010] some stinkhole of a cretin decided the cut 4m of Sky TV & BT Phone cable from the front of my flat leaving me with no services for either…
    I call BT and they log an appointment for the following day ( as we pressed upon them the urgency of having our home alarm system back online). So we waited… monday came and went – No engineer. we call the bt faults line again and complain to BT ( usual "we're so sorry..blah blah blah" from them)and they promise an enginerr will be out tomorrow to recable the bt line.. Tuesday came and went – No Engineer!!

    So now i'm getting properly hacked off so call them back ( same Bt Faults dept.. same waiting time.. even spoke to the same call centre operator twice.!)and again they deliver hollow apologies and feck all else..

    So now they tell me Thursday morning between 0800 and 1300. we are getting emails & SMS messages from BT stating that all is well and an Engineer is "definately on his way" )

    You can guess what happened next…

    No Engineer.

    I call them for the 3rd time and after being cut off once and them getting through and being put on hold for 15 minutes I speak to 'Chris Ward' of the Exeter Office. Here's what He told me..(not verbatim)

    -BT and BTOpenreach do not directly communicate with each other.
    -BT faults Team log our faults and sed the details via email to Bt Open reach.
    -There is no mechanism in place that confirms that BTOpenreach have either recieved the email, or that they have accepted the fault call.
    -BT are NOT allowed to contact engineers directly to get status updates on their jobs.

    So in summary – If you place a fault call to BT there is nothing..NOTHING that you can access, nothing that you can do to varify that someone is coming to fix your fault. If you are really unlucky – you may end up in a infinite loop of calls to BT and no engineers arriving.

    Oh – and heres the nail in the rotten corpse of this situation…

    Chris Ward told me that there's been a service outage affecting the system that sends Appointments from BT to BT Openreach that meant that no appointments were being sent since Monday (18th) when I was supposed to get my 1st visit.

    So , BT – are you lying to me? Are you just stupid? Did nobody pick up on BTOpenreach's engineers sitting around with no appointments to meet?

    Of course I ranted & Raved at him until I felt better (took about 20 minutes) – but ultimately had to conceed that it wasn't HIS fault. And thats the most frustrating part. Its no Singular persons fault – of those that youcan speak to on the phone at least(!)

    I now have a new appointment booked for tuesday ( as he said that monday will no doubt be exceptionally busy as they clear the backlog of fault-fixes.

    If they don't turn up?

    You know what I can do?

    Nothing – because they've got me over a barrel , like the rest of You.

    Shame on you BT. You are a Useless, apathetic dinosaur – the sooner we get rid of the Old school ex-goverment Directors the better.

  6. My problems seem to mirror those of other customers. No accountability from BT – 2 hours spent on the phone being passed from one person to another with no apparent record of previous conversations – one booked appointment which BT failed to keep – a second when the openreach engineer actualy arrived only to refuse to carry out the work as BT had sent the wrong requisition form – 4 occasions when I was promised a call back to sort things out – on each occasion no call came – billed for the visit which never took place- the irritation in the midst of all this of of repeatedly being asked if I was pleased with the way they had dealt with the call or thanking me for my 'precious' time.In the meantime I continue to have no phone connections. The worst and most frustrating service I have ever had(this even includes Ryanair and that's sayiong something) And this is a a comminications company !

  7. I have had horrendous problems with BT including the following
    1/ Failure of correspondence dept to reply to letters of complaint
    2/ constant faults with landline and Broadband .The landline phone crackles and hisses and the Bandwidth speed constantly drops.
    3/ Customer care staff have become like automatons –constantly humouring customers and regurgitating the same empty promises.
    4,Customer care admit that they are unable to challenge –open reach engineers if they prove to be inadequate -because openreach have a monopoly on the repair work.
    5/ Calls to India are difficult to understand because of dialect problems causing barrier to reolving the issues. They also promise to ring you back and do not bother.
    6/ Openreach Engineers fail to turn up–sometimes on multiple ocasions causing enormous frustration and annoyance.
    7/ When openreach engineers do turn up they are often ill trained and baffled by the problem.
    It is about time that the government intervened and fined BT heavily for failure to honour contractual arrangements with its customers

  8. I HAVE READ THE CUSTOMER SUBMISSION ABOVE..AND WOULD LIKE TO ADD..THAT I HAD REPORTED ENGINEERS..FOR BAD BEHAVIOUR ..IN MY HOME WERE I HAD TO CALL THE POLICE 3 TIMES..B.T DID NOT DEAL WITH THE 1ST OCCURENCE AND THEREFORE PERMITTED UNPROFESSIONAL BEHAVIOUR TO TAKE PLACE ON ANOTHER 2 OCCASIONS.B.T AND OPEN REACH DID NOT DEAL WITH MY COMPLAINTS AND I WAS BULLIED AND HARRASSED SO MUCH I HAD 2 NERVOUS BREAKDOWNS AND HAD HOSPITAL TREAMENT…WHICH I AM STILL RECIEVING..B.T COVERED UP WHAT HAD HAPPENED AND IT DID NOT REACH OPEN REACH AS B.T KEPT IT INTERNAL.I MADE COMPLAINTS TO OPEN REACH THAT WERE IGNORED…B.T DECIDED TO TAKE THE SIDE OF ENGINEERS,TO WHICH I OFFERED TO SUBMIT EVIDENCE TO SUPPORT WHAT THEY AHD DONE ALONG WITH THE POLICE REPORTS BUT B.T HAD EXPRESSED THAT THEY NEITHER WANTED NOR WAS INTERESTED IN MY EVIDENCE AT ONE POINT,SOME ADVISORS ETC WERE ABLE TO UNDERSTAND MY POSITION AND WERE ALSO HORRIFIED..THE LOCAL POLICE FORCE HAD SPOKEN TO B.T MANAGEMENT WARNING THEM THAT AS A LAW ABIDING CITIZEN I HAD EVERY RIGHT TO CALL THE POLICE AND REPORT ANY CRIMINAL ACT, BT. HAD EXPRESSED THEY WOULD HAVE ME CUT-OFF..IF I REPORTED ANY MORE ISSUES..OR MADE ANY MORE TELEPHONE CALLS TO THEM..REGARDING ANY MATTERS..EXCEPT BILLING ENQURIES THAT WERE PERMITTED..AND THAT THEY WOULD MARK ME..BECAUSE I HAD MADE COMPLAINTS…VIA PHONE ETC..AND HAD CALLED THE POLICE EVEN THOUGH POLICE HAD BACKED ME UP. ..B.T FELT I DID NOT HAVE THE RIGHT TO CALL THE POLICE..IT SHOULD AHVE BEEN IGNORED…AND ENGINEERS REFUSED TO SHOW I/D..HAD CLOTHING ON FROM ANOTHER COMPANY AND ALSO ONE HAD TURNED UP WITH A COMMON HANDYMANS WOODEN TOOLBOX WITH HAMMERS CHISELS ETC!..NO IDENTIFIYING CLOTHING OR I/D..AND WAS IMMEDIATELY AGGRESSIVE AND DEMANDED TO BE LET IN.OF COURSE EVERYTHING WAS DENIED BY O/R AND B.T, B.T HAD AT FIRST OFFERED TO BACK ME UP IN ANY COMPLAINT ALSO AIDING THE POLICE BUT SOME TIME LATER GOT NASTY AND ABUSIVE DENIED I HAD REPORTED SUCH MATTERS ETC..A LOT OF INFORMATION FROM MY RECORDS ON THESE INCIDENTS HAVE BEEN REMOVED OR ALTERED TO SUIT B.T'S REPUTATION..THEY HAVE EVEN BEEN CAUGHT OUT ON THIS AND ALSO BEING VERY DISHONEST AND THAT IS WERE THEY REFUSE EVIDENCE AS IT WILL LAND THEM IN IT.. .I AM VERY SHOCKED AND DISGUSTED AT HOW MUCH CORRUPTION AND DISHONESTY EXISTS WITHIN B.T..AND I AM SHOCKED TO DISCOVER THAT THEIR TERMS AND CONDITIONS ARE COSMETIC..IN THAT THEY CHANGE THEM PRACTICALLY DAILY TO SUIT THEIR PERSONAL VIEWS AND SO THAT A CUSTOMER IS REFUSED SERVICE..IS REFUSED THE ABILITY TO MAKE A COMPLAINT, IS HARRASSED,THREATENED..AND HAS TEXT ADDED AND REMOVED FROM THEIR ACCOUNT TO SUIT THE DISHONESTY OF B.T.I HAVE LEFT B.T BUT AM STILL FINDING THEY ARE CAUSING PROBLEMS FOR ME WITH MY PRESENT PROVIDER.PLEASE DO NOT BECOME A CUSTOMER OF THIS TERRBIBLE COMPANY WHO CAN CAUSE YOU TO HAVE A NERVOUS BREAKDOWN…AND ARE SO NOTORIOUS FOR BEING DISHONEST THAT THEY NOW ARE SO POWERFUL THEY CAN OPENLY BE CORRUPT..WITH THE ATTITUDE..'YOU CANT TOUCH US WE ARE B.T WE OWN YOU'..THIS ATTITUDE IS VERY VERY WORRYING..AND THAT THEY CAN HARRASS A PERSON SO MUCH ETC THAT THEY BECOME VERY ILL..I WILL ENCOURAGE PPL NOT TO JOIN B.T..AND HOPE THAT I CAN SAVE OTHERS THE SAME KIND OF STRESS AND HARRSSMENT ETC IVE HAD TO ENDURE.

  9. Absolutely shocking behaviour by BT trying to move into a house in the same village taking the same number with me. Cannot believe the bullshit they keep coming up with… Waiting for the manager to phone me back to explain what the hell is going on.. Still waiting…..

  10. please ring me bt so i can talk to a humam being rather than that scottish woman who keeps making me do a survey then cuts me off at the moment i am taking string and bean cans to my family so i can talk to them it is far cheaper than your 2 million a month for a phone that does not work

  11. BT sent an openreach engineer to investigate broadband "dropping". Whilst unacomanied he unplugged the wrong plug and fried my PC.
    BT initially refused to even accept my complaint then they basically said "the engineer said he didn't" therefore they dismissed the complaint out of hand.Appealing to Openreach management was no better.
    If you look at the Openreach engineers forum they hate the management and the management are frightened witless by the workforce.
    Horribly unpleasant people to deal with.
    THIS IS THE ENGINEERS FORUM
    http://www.openreachengineer.net/index.php
    Answer the question from Google. at the moment the answer is 8.

  12. I reported a fault on my line 3rd September 2010, an engineer has come out the following day and said the fault is under your drive and a new cable is to be put in. So a couple of days later a dig happened at the top of my drive on the pathway. The hole was left for 3 days and BT did not come out to repair the fault so guess what the contractors came back and filled the hole in. I believe it costs £400 per dig. WHAT A WASTE OF MONEY AND TIME. So a week later another dig happened and now we are on the fourth day and I have not seen andy BT Engineer. Still no line working and very unhappy with BT and there so called customer service department!

  13. I am so glad I found this…I feel a bit better now. My wife and I recently moved from the north of scotland to SE England, and contacted BT to move our account (this was on the 29th sept) telling them we would be moving into our new home on 8th Oct. We were given a line activation date of 21st Oct (why so long) and were told to be home between 8-1. I took the day off work, and waited….and waited…you can guess what happened….no one turned up. I contacted BT again (a little indian person) who told me the appointment had been rescheduled for the 10th Nov….I lost the plot. Now, after over 6 hours of calls from my mobile, I said I wanted compensation, and for the £127.99 reconnection fee to be waived….the answer??…"as a goodwill gesture, BT will not charge you for the time your line is not active"…thanks a bloody lot you bunch of usless, thieving B`s

  14. It's good coming on this website just to see people talking about stuff they dont understand. To start by openreach own the network so anyone needing to have telephone service has to go through them. Now bt openreach does not restrict anyone building there own network ie virgin. But it has been forced to let other providers run there service on there lines. Now voting out Gordon brown will make no difference as the staff at ofcom will not change.

  15. I am sooooo angry with this company…YOU ARE TERRIBLE after being sent to 4 different people when none of them were listening to me i pay a bill but why should i when they arent providing me with a service work able… But what has really angered me is the fact the ignorant staff member but the phone down on me because he wasnt prepared to help me… contract is void when a service is not provided and therefore the contract was void but you wont take the service out without a fee… one very not happy customer who after telling your useless staff that i am 33 weeks pregnant he considered to ARGUE yes argue with me about the charge and then slam the phone down… now i am so annoyed that i have a good mind to throw every inch of your product through my window and leave it in the snow… your ignorant staff member said that if we paid direct debit then we would have a decent service… he also had a copy of all the complaints that i have made about the service which they had failed to solve hence why i am refusing to pay this service.. He then said that they had sent me a reminder yes a reminder that the direct debit was coming out of my account 3 days ago…a reminder is something you get before the direct debit comes out not after… are you that thick and incapable that you acn send a letter on time and to top it all off you couldnt even give me a bill that was correct on the same day you sent me a bill for 51£ and a bill for £113…

  16. Ive been a talk talk customer since last wed.
    Since then ive made over 50 calls trying get my phone turned back on and broadband.we have a faulty line.
    Bt openreach are un contactable.they even told talk talk and me BY TEXT the job was completed YET NO ENGINEER CAME still without services.
    Went to my local exchange,had a word with a few engineers who said QUOTE
    "we only respond to people by e mail,we are NOT ALLOWED to ring anyone anymore,bt openreach is now operated by and INDIAN CALL CENTRE"
    I told them ive had no broadband or phone since 8.30 am last friday,medical problems in family as well-NOT INTERESTED THEY SHUT THE DOOR ON ME AND TOLD ME IM TRESPASSING!!!!
    Think ill stick to a reliable mobile and get a dongle-FIXED LINE IN THE UK IS 3RD WORLD!!!!!!!!!!!!!!!!!!!!!!!!!

  17. hi …i have a situation going on with b.t….i am not yet a customer..i need a phone line put in and unfortunatly cant ask anyone else…so far i ve taken two days off to be in for the post to be put up …but they keep sending the engineer instead ..who inevitably phones me to say …the post hasnt been put up!!!! ..they are coming again tomoz and again the post hasnt been erected …another day off and i ve only been offered £20 compensation ………..un bloody believable…ref no 110203-012629

  18. I recently had BT Broadband installed and I say that tongue in cheek if you can call it installing.The engineer stayed only 15 minutes and LIED to me he said that he could not install the wired connection that I wanted he told me that I could only have a wireless connection.

    I have been trying for 17 days to get them to come back and install a WIRED connection, all they do is give me the runaround and to be quite honest I am P****D OFF with the whole thing I wish I has stayed with ORANGE I had no trouble with them what so ever.
    All I want is some one to get off their lazy behind and do what should have been done at the time of installation INSTALL A WIRED CONNECTION .

    I am now about to take legal advice as the ENGINEER blatantly LIED. I would appreciate some action on the subject.

  19. We ordered a BT line to be installed, which according to OpenReach's SLA should be 10 working days.
    3 weeks later the Engineer makes notes saying he tried to turn up (at 5.15pm) and couldn't access the shop as it was on a pedestrian zone with bollards … there are no bollards, and there are council signs up allowing vehicles after 4pm, indeed we had our car parked outside the shop and were stood waiting for him for 2 hours (from 4-6pm) and he didn't even bother to call us to tell us he couldn't make it despite us giving OpenReach all our contact numbers.
    Now the new install date has moved from 24/8/11 to 8/9/11 so as a florist we have no PDQ machine for interflora and no ability to take card payments. great.

    of course they tried to blame the supplier the order was placed with.

    unfortunately for OpenReach, I work for that supplier and can see all their engineer's notes (or should I say lies to finish early)

  20. Why oh why are BT OPenreach a useless bunch of c****s.

    At every stage both BT OpenReach, plus my provider, plus BT, have a loophole saying they are not liable for failiures on their system. I've been without broadband for almost 3 weeks, and run my own business, and am now suffering as a result.

    Compensation? Don't make me laugh. They'll keep taking my money as long as it's still available.

    BT should not have a stranglehold on this market. Let other companies in, and they'll do better.

    Better still, auction BT OpenReach on Ebay.

    Pissed off.

  21. I came back from holiday late at night last week to find that that the table and chairs on my decking had been moved. My first thought was that we had been burgled while we were away! I later discovered that some of my neighbours had experienced problems with their broadband and called in BT open reach who had re sited the pole opposite my house and then reconnected the wires to all the houses (11 of them) where I live. This meant that they had to access the front of the house near the roof remove the metal bracket holding the wire and replace it, clearly they had to move my furniture to do this. In daylight I discovered the rusty metal bracket lying on the decking and a lot of the pebbledash stones displaced on to my decking.
    There is a notice on the new pole with BT and an address to write to if you have an issue with the re sited pole, but no telephone number!
    These people have entered my property without my permission, moved my furniture, drilled holes in my walls damaging the exterior covering of my walls without doing me the courtesy of leaving me a note of any kind to tell me what they had done. BT have refused to take a complaint from me as I am no longer a BT customer, telling me it is nothing to do with them, despite the pole telling me it clearly is. My own provider has e mailed them with my complaint asking them to contact me to discuss this complaint – so far they have failed to do this. I have evey intention of wtiting to the address on the pole as I am disgusted that that this company have dared to do all this without my permission and without informing me HOW DARE THEY!!!Ellen

  22. I am a talk talk customer and have had no service since Nov 23rd I just get told an engineer has been dispatched, I already know that 180 mtrs of copper cable under ground needs replacing I was told this 18 mths ago when I was a bt customer and we had intermittent fault, but things sorted out by it self now its gone altogether apparently they need to dig up the pavement because the ducting has collapsed they told me work would be done 20th Dec which it didn't then I was told asbestos had been found so a specialist company was needed so work will be done 3rd Jan well that's tomorrow so here's hoping something gets done but I'm not holding my breath, openreach are just one big joke

  23. An open Reach Driver in Van No FN06 LNF sat outside my house using his computer for 1/2 hour with his engine running all that time. We have heard a lot about pollution
    Venner Road was very smelly by the time he had goneI am sure it is not the policy of BT to pollute perhaps BT could tell their drivers to TURN OFF THE ENGINES when stationary!

  24. BT took £126 from me so that Openreach could move a telephone wire. Appointment booked engineer didnt turn up. Openreach phoned to say sorry and rebooked. Engineer didnt turn up again.
    Openreach refused to talk to me as memeber of the public. BT have no record of me booking the engineers. The only record is my bank account with £126 paid to BT. They say they have no way of tracking that payment inspite of me giving them the BT bank reference number and BT authorisation code.
    To sum up I've lost £126 and not had the work done, and speant 6Hrs on the phone to BT people, including supervisors, who are unwilling/unable to help. Angry doesn't come close to how I feel about these 2 incompetent organisations.

  25. Yup, much the same here. Total and utter incompetence. People not knowing why things aren't happening, unable to explain delays and unable to cancel contract due penalties. Openreach conveniently out of reach to the public. BT blaming them but unable to tell me why. A joke of a service. If my work treated our customers in this manner we'd all be sacked.

  26. I own a business that relies on a phone line for bookings and card services machines.. In the last 4 weeks my line has gone down 4 times with the same problem.. Every time it has taken 3 days to repair and the loss of business is huge… Open Reach are basically useless and uncontactable and appear to be unable to rectify the fault… What a joke and there playing with other peoples livlihoods…

  27. My parents have moved into a new property and placed an order for BT Phone and broadband, the engineer came and conected the phone line to BT's box but the BT Box is not connected to Openreach's cable. My father has explained he has a heart condition and needs telephone communiction. BT blame OpenReach and the public can't contact openreach. When calling BT to check on the status, the call went through to a non UK call centre who just ended up cutting the call off. We called through the complaints department who say there will be an update in 24hours they are waiting on the Openreach engineer, this has been going on for days and still no update. When I asked to take my complaint further I was told that was the last port of call and nothing would be done. A manager did call me back saying I could complain on the Openreach website, I tried but this is a joke trying to find a number or email address. I will be calling BT again tomorrow to let them know this and also contacting the Ombudsman Services (detailed in BT's Complaints code of practice.) The communication between both copmanies so bad the left arm does not know what the right arm is doing or it's so good they just use each other to cover mistakes! They have certain areas over a barrel as there are no other providers in that area. I will also be contacting other providers such as Virgin begging to start providing in that area.

  28. These no nowts had two appointments and couldn't even fulfil them for fibre installed saying that' its a mickey mouse company bunch of friggin retards who cant even do the job properly Ofcom waste of time also as them a friggin useless also bt openreach need a fucking kick up the ass no brain cunts

  29. I placed an order for telephone and broadband on 7th May 2014 with Sky. A few weeks later, Sky advised me that BT Openreach had advised them that an undergound cable needed to be repaired before I could have my connection. BT Openreach also stated that other work was of a higher priority (i.e. easier to do!) and my work wouldn't be done until there was no high priority work to do in my area, Aberdeenshire. The Ombudsman has advised that he cannot influence Openreach and my complaint against Sky would not be pursued.
    5 months later I'm still waiting for a telephone line.
    BT Openreach; completely hopeless!

  30. has any one had problems with a pole being moved ? or how long it takes after paying openreach the full amount of money they want

  31. Had a fault with my business line. The 'bell' was not ringing on the phone, but callers were getting a ringing tone. UNICOM tested the line and we swapped the phones to my home line and the phones proved to be ok ergo a fault on the business line. UNICOM contacted OpenReach and a visit was scheduled for Friday am between 08:00 – 13:00. At 07:05 I received a text from UNICOM reminding me of the visit and the fact that I would be charged for a 'failed' call out. At 08:40 I get a text saying that the fault had been cleared, which I thought was strange because no engineer called at the premisis. I removed the call divert and, yep confirmed that the fault had indeed been fixed. Thought no more of it until I get my next bill from UNICOM with £100 charge for 'failed' call out.
    Aparently the lying bastard from UNICOM said he couldn't gain access to the property at 08:31, which I said was strange, since my office is at my home address and I was in all morning, baring in mind that I had a reminder at 07:05 ffrom UNICOM. The text notifying the fault was cleared was received at 08:40. So 9 minutes after the engineer claimed he was refused entry, the fault was cleared. It would appear the fault was cleared at the exchange, although now they are OpenReach are claiming no fault found. I have challenged this THREE times now through UNICOM, who keep coming back to me to say that OpenReach will not cancel the charge, despite me being in my home/office and no card being left saying failed delivery/access denied. So basically they want me to pay £100 to clear a fault in THEIR exchange !!! Today they have asked for proof that the engineer did not turn up, from CCTV security footage as he 'called ahead' but got no reply. I do not have CCTV security cameras, so I have asked for proof that he called ahead. This has been going on since the call out on the 3rd July and I see no resolution or any chance of getting my money back.
    This seems to be an easier way of making money than robbing banks or stealing candy from kids !!! I feel a Watchdog complaint coming on.
    I have already told UNICOM that I shall be terminating my agreement with them at the earliest 'none chargeable' point in my contract with them. It's not really their problem, but they are my provider and their Subcontractor, OpenReach, are clearly and blatenly a bunch of robbing bastards and UNICOM should be representing my interests in a more positive manner.

  32. There is a fault on my line. An openreach engineer came out.despite not having made an appointment. he did not have I.D. and was rude and hostile when I asked to see it. I am a woman, and the account holder. However he refused to talk to me and said "I'd rather talk to him". Meaning my boyfriend, who has nothing to do with the landline and is not the account holder. This is sexual harassment and sezual discrimination. He left the house saying I have to look outside now. He never returned or contacted me. Then when I phoned my service provider, he had lied and said he was not allowed into the house. Which was not true. His name was Richard he is not my "mate". Not the "mate" of my boyfriend. A term which he used to talk to me. When I pointed out I was not his mate. He said "id rather talk to him". My line is still not working and I have been trying to find a way of complaining, or even contacting Openreach. But they do not have any contact information, addresses, numbers or email addresses, where complaints can be made. This is SEXUAL DISCRIMINATION> which is ongoing and is most likely prevalent among Openreach workforce. The engineer in Question also spent a considerable time on the phone to what sounded like his mates. Chatting joking and laughing. The call seemed to have no relvance at all to the fault he was supposedly checking.

  33. I am not a bt customer but they are still responsible for the line. whenever I report a fault it takes three weeks for it to be fixed but when a neighbour reports the same fault they are told it will be fixed within a week. DISCRIMINATION.

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