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.
I placed an order 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 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. 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 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 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 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 with a delivery date of 29th June.
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 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 complaint with BT Openreach.