Phone line installation complaint

We’re a national construction company and have had MASSIVE issues with BT over the past 3 to 5 years (since the BT/Openreach split).

We’ve seen average line installation times rocket from approx 20 days (in 2007) to around 90 days on average!

We’ve seen instances where installs have faced significant delays due to BT sending out unqualified engineers. We’ve seen engineers turn up to site to complete installations and leave straight away pre-install tasks haven’t been completed. They then log the visit as “unable to access site” so we get the blame.

We’ve had instances where engineers have turned up at our office to install lines we haven’t ordered. We’ve had engineers turn up at the wrong sites.

We were threatened with disconnections last year as BT had record of £11,000 of unpaid invoices on our account. After searching through their records we discovered that all but £1000 of those were invoices for lines we had BT disconnect over 12 months before. The remainin £1000 were invoices we had never received… we then had to pay £4 per invoice for the privilage of being sent them again.
We’ve had cases where orders for lines have been “auto cancelled” due to “lack of activity on the BT system” for 30 days. The lack of activity being down to the fact that engineers were booked for a visit longer than 30 days into the future.

99% of the problems we experience with BT can be attributed to poor communication within the disparate divisions of BT. They’re simply too big and too fragmented. The fact that as a customer I cannot directly contact the engineerings who are attending my site (OpenReach) is outrageous….. We have to rely on BT & Openreach communicating efficiently which simply doesn’t happen.

We now have a company wide policy to only do business with BT where there is ABSOLUTELY no other option. If we had the choice of going to another service provider we would have done so long ago.
Come on BT!!! You’ve got the country on its knees! Sort your selves out!

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  • I am sick and tired of being held to ransom by a monopoly that does not give a damn about its customers. They make it as difficult as possible to contact someone to find out information. I was kept on the phone for nearly an hour (costing me £11+)only to be cut off. The person was barely audible as English was definitely not her first language and I had to constantly ask her to repeat herself.She put me on hold for 40 minutes and the music went from quiet to VERY LOUD when they clicked to see if I was still holding. BT you should be ashamed of yourselves, you are a disgrace. Nicholas Russell 07941486726

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