Hi Alan
Thanks for taking the time to reply.
Just because it helps to share the frustration, and maybe it will help BT improve their systems.
By way of background, we requested to port a phone number away from BT (to a VOIP provider) on 19th January.
BT sent a “sorry you’re leaving” email which confirmed there was a phone line, call package and broadband on the account, and that after the order was processed, the phone line and call package would cease.
We received a date of 6th February for the number to port. I called BT at the end of January, to double check broadband would definitely continue, and was re-assured it would.
It seems that because it was still an analogue line, as the number was ported early morning on the 6th Feb, BT’s systems ended up cancelling the broadband and broadband stopped working.
I called BT support at 8am on Friday 6th February and explained what had happened. After a 45 minute call, I was advised broadband should be restored within 24 hours, and to call back on Saturday 7th, if it hadn’t. This is where the issue should have been resolved, and I shouldn’t have had to make any other calls to BT.
When it didn’t restore, I called back on Saturday 7th. The person explained it technically wasn’t a fault, and I needed to speak with the order management team, but they were closed for the weekend.
On Sunday 8th February, we received a “sorry you’re leaving BT” email concerning broadband.
On Monday 9th February, I called 152, and after speaking with a couple of people, was put through to a third person in sales, who said he needed to put a new contract on the system, for the same “Standard Fibre 76 Enhanced” broadband (It’s obviously daft to ask us to sign a new 2 year contract, but if that was going to restore our broadband, I decided I could deal with it afterwards).
On Wednesday 11th February I received the contract by email, and signed it straight away.
I then waited for the order to appear on the system, and was advised I would also need to wait for BT Openreach to allocate a date.
On Friday 13th February, I received notification from Openreach of an install date of Thursday 26th February.
I called and spoke with the order team, asking for the installation to be escalated. I was advised it can take 24-48 hours to get a response, so should have a response by Monday 16th.
There was no response, so I called again on Monday 16th February. I was put on hold whilst they spoke with Openreach, and then was advised they needed to email Openreach, and I would hear back again in 24-48 hours.
It’s now Thursday 19th February. I have heard nothing, and I am no further with my attempt to escalate the installation, which is still a week away.
One of the benefits of paying for a business line (it’s actually at a residential address) is that faults are supposed to be fixed quickly (next day, or following Monday if over a weekend).
So, assuming it’s not restored until Thursday 26th February, it will have taken 20 days, and I just don’t understand why it’s not been fixed in 24/48 hours, and why there is no team to take ownership of cases like this.
My parents (90 and 83) live at this property.
Yes, I rushed out, bought and installed Starlink at their home on Sunday 8th February, but their complicated security system requires a fixed IP address, so they are without monitored CCTV. The last burglary (around the corner) was Thursday 12th February. Fortunately, the last time my parents had 3 masked men raid their house was 20 years ago, but you can understand why I’ve spent so much time trying to get this fixed / escalated.
