Can anyone help, please?
My company enquired about a BT Net leased line in autumn 2024, and ended up dealing with one of BT's Local Business team. A full timeline was given about our needs, and our installation (which was to be February 2025, when we moved to new premises. A service was offered and contracted but since then the whole process has been well below par.
Initially we were told OpenReach couldn't reach us by phone for one installation appointment: patently untrue, and I'll be totally honest in saying that i don't think this was an OpenReach problem, but a BT problem. Then after being notified about this by BT Net (email) i confirmed an appointment on 10th Feb. This obviously wasn't actioned, as nobody turned up.
As the date of our move was impending, we got another OR appointment, which then turned out to be moot as we hadn't been informed that they would need to access a neighbours building to find an access point. At this point, i need to say that OR engineers were incredibly helpful and personally took responsibility for the install, calling us back when needed and pushing through any orders so we didn't have to go back to BT and whatever inflexible project management/comms system they're using. Finally, late last week Open Reach completed the install but BT and their local business advisor have been bordering on obstructive. I've had multiple promises from our local business advisor for call backs, and then she blanks any calls to chase these up (they're yet to happen) and the BT Net team respond once per day, answering questions in the most basic way. To this day, we've never had any information relating to how these installs happen, how quickly an engineer can be dispatched ('we cant dispatch until OR confirm they're completed' has been the response: despite OR completing the works last week), and any information as to whether a wifi router would be set up for us etc etc. Trying to call BT Net doesn't work, and there's nobody taking responsibility.
I've been a BT private customer and business customer for years, and as we have heavily invested in this new leased line I'm really starting to regret we put faith in BT Net. The whole process, in my opinion, should be communicative, well articulated and clear - it's the opposite. We were meant to move into our new offices Today, but instead i'm still waiting for any communication on possible timelines. In the mean time, my business is literally losing huge amounts of work.
Can anyone provide me with a useful human being at BT who can assist?
