BT / Openreach nightmare

[Iain_Macleod]

I know some out there have had similar experiences to this - please let me know if anyone found a solution.  BT Business Fibre Broadband ordered about 11 weeks ago when we moved to a new house. Openreach had to lay a new cable to the house - that was finally done after about 2 months wait (another long story behind that - I was only able to get things progressing after contacting the Openreach social media team on LinkedIn - BT absolutely ineffective).  The cable has been ducted in, and the end of the cable is coiled up against the side of the house waiting for the final internal connection. We've been waiting for that for around 3 weeks now.  My BT Complaints Manager communicates with Openreach by leaving messages on a noticeboard - he has no direct communication with anyone there which is why we can't get problems resolved.  The message he picks up from Openreach is that they can't do anything until they've put the cable in. I keep telling him that this has already happened. He keeps leaving messages for Openreach and telling me he has to wait for 48 hours for a response.  Nothing keeps happening and we keep not having a broadband connection.  For a communications company, communications within BT and particularly between BT and Openreach vary between appalling and non-existent.  I had to order Starlink as a stopgap solution to keep my business going (up and running in 3 days from placing the order). In desperation I have now opened a complaint with the Communications Ombudsman in the hope that it might trigger some action.  

[BethM]

Hi Iain_Macleod 

I have received your private message on X and will respond back to you there shortly. Thanks

[Iain_Macleod]

Well we finally got our broadband connection.  What we now have are ongoing invoicing issues.  We are being charged around £300 for something that is supposed to be £59.95 a month, and a £100 activation fee which was supposed to be £0.  Our complaints manager is supposed to be sorting this out, but he has spent weeks on it with little sign of success.  I think he eventually double or triple booked the connection by mistake, and we are being charged for all of them, and at the wrong rate. The level of **bleep**-up on top of **bleep**-up is staggering!  I'm posting here partly just to vent frustration, but also in the hope that BethM or similar will step in and help sort this out.

[BethM]

Hi Iain_Macleod

I have flagged this to the team dealing and asked them to look into this ASAP.